New Contributor
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3 Messages
New cable modem drops connection after 3 hours
I purchased a new SB6141 DOCSIS 3.0 Cable Modem from Amazon, which is listed on the Cox Modem Compatibility List, since my old DOCSIS 2 modem was getting slow and wasn't supported on the plan I just upgraded to. For around a month now, this modem has been dropping connection around twice a day, and more recently, about every 3 hours. Once the connection has dropped, it requires a manual power reset of the modem to get the internet back up. It should be noted that my old DOCSIS 2 modem will not drop the connection, it's just slow.
When the internet connection drops, I am unable to browse the web (Google Chrome states "Unable to resolve DNS server"), I cannot ping "8.8.8.8" or Google, and the modem's status page becomes unaccessible (192.168.100.1). I am using a router between the modem and my computers, however I have tried both with another router and direct connecting it to my machine, and I still drop connection. While the internet is out and the status page is unaccessible, the modem's lights still blink (Power, Download, Upload, and Online steady, while Activity blinks), and my laptop still shows the ethernet port is connected to the modem.
I also tried a Netgear CG3000D from my local Cox Store, which while didn't drop the connection (I only tested it for about 5 hours), was VERY slow (3 mb/s download, and 1 mb/s upload while my usual on the Motorola is 25 mb/s download, and 5 mb/s upload).
So, is this a modem problem, or a Cox/Line problem? What should I do to fix it? I'm really tired of having to reboot the modem.
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ChrisL
Former Moderator
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7.1K Messages
Since you said ping tests to the modem interface (192.168.100.1) fail when the problem occurs I would try that test again without the router and post your results. It might also be worh trying a different Ethernet cord if you have access to one and see if that could be a factor.
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instipod
New Contributor
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That happens with both router in place and direct connecting it with a different Ethernet cable.
I've also tried 2 new modems:
-Another Netgear
-A Cisco DPC3010
While these didn't drop out, they were EXTREMELY SLOW. Speed test showed 20/5 which is what I pay for, but Google and other websites took at least 15 seconds to load. Ping times to Google, Yahoo, and Cox.net were either timing out or taking more then 2000 ms.
I'm back on my old Motorola Docsis 2 modem which while it doesn't give me my full speed, at least it doesn't drop out and is decently fast. I believe the problem is that Cox doesn't support or doesn't have Docsis 3 configured correctly. Please fix or I'm going to drop the service.
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ChrisL
Former Moderator
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7.1K Messages
Do you see any packet loss when pinging 192.168.100.1? I'm still a little concerned you lost access to this address. That suggests a problem with the connection between the modem and the PC. Since you said it was slow with other combinations of equipment I would also ask have you tested with another PC to see if something is going on there?
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instipod
New Contributor
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3 Messages
No packet loss, but the loss of access to 192.168.100.1 is only with that one Motorola modem, the other Docsis modems don't have that problem. I'm assuming that modem is bad, but the other new modems, even the one from the Cox store, is extremely slow. I've tried with a router, without a router connected to a laptop, moved the modem to my desktop and connected it but the Docsis 3 speed problem continues. Again, Docsis 2 works fine but I would like to get my full speed.
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ChrisL
Former Moderator
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7.1K Messages
Could you check your private messages and provide the requested information so I can troubleshoot further?
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