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New Contributor II

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5 Messages

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Netgear CG3000 & VOIP - Need to restart router every so often

Ever since COX had me upgrade to netgear router, I get drops during VOIP calls (vonage).  Works fine for a few days or weeks, then I have to reset the router to have it work again.  Issue is during a call, I just loose my party on the phone for 10 seconds or so.  I am already on my second router, same issue.  I even have a new vonage box and they helped me confirm it is the router.  I even find that most of the time I cant even log into the router when this happens.

I cant seem to get help with the router.  Netgear says call cox since they control it.  No one in cox as of yet can help.  when the issue happens the router is locked up so cant get in, then I cant make the issue happen again on the fly.

I am heavy on the network in that I do have 3 switches on the network, an xbox, a media center pc, silcon dust HD prime 8 tuner box and two cox cable cards and tuner box for each.

Former Moderator

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7.1K Messages

The device itself looks good at the moment although I do see some lost sync events being logged.  Should you continue to experience problems it may be a good idea to arrange for a technician to come troubleshoot further for a possible signal or equipment problem.

New Contributor II

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5 Messages

This issue always happen and eventually leads to a complete lockup.  How do I get a technician to troubleshoot and from the last time I asked, they wanted to charge me.  Any advise to get someone out for free?  Thanks

Former Moderator

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7.1K Messages

If it's the device itself and it's still under warranty that would be covered.  If there are inside wiring issues there would be a charge if you're not enrolled in our Cox Service Protection Plan.  Something you can try in the meanwhile is seeing if you have similar issues moving the modem/router to a different cable outlet.

New Contributor II

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5 Messages

do you know what the warranty on the router is?

Does the Cox Service Protection Plan cover the cost for the tech to come out even if out of warranty or does that just cover the physical cable?

Thanks!

Former Moderator

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7.1K Messages

I believe the gateway devices are warrantied for two years.  As for the Cox Service Protection Plan that would cover any troubleshooting as well.  If for example a modem/router was found faulty but out of warranty you would be covered. 

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