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bjgmom

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no internet access

Started yesterday. I can get on my wifi but can't get to the internet. This is for all computers, tablets, and phone. (so I feel like it isn't the computer/tablet/phone)  We have turned everything off and back on in the order recommended on this site (computer, modem, then router and wait, then back on modem, router, and computer). When I turn this back on I have internet access for about 2 minutes and then it goes back off again. I have used an ethernet cable right into the modem, and no internet access (so I feel like it isn't the modem). I am running malware software right now to see if this helps. Please let me know anything else I can try. I really to get back on--  Thanks.

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bjgmom

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I meant to say, I feel like it isn't the router since the problem still was there when I used an ethernet right into the cable modem.

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ChrisL

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7.1K Messages

When I look from here the modem appears to be offline.  Are any of your other services having problems?  You can try bypassing any cable splitters you have access to as well as checking the cables for loose or damaged fittings.

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bjgmom

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The TV and phone are fine. Is there a specific cable for internet I should check?

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ChrisL

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7.1K Messages

The one that screws into the back is the one that delivers the signal.  You can make sure it's hand tight at the back of the modem and follow it back the other direction to check for any problems.

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bjgmom

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Hey - I found the problem. It was the battery backup. The directions I was following didn't mention the battery needs to be removed in order to reset the modem - or maybe I missed. I found the info on my router's website. The directions I followed are here under Fix #1. http://www.cox.com/residential/support/internet/article.cox?articleId=7b00f640-ab9d-11df-f66c-000000000000     Maybe some can add a line about checking for a battery and removing it if its there in these directions  Thanks.

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ChrisL

Former Moderator

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7.1K Messages

Glad to heard that got it going.  FYI there's also a reset button on the back you can push using a small pointed object that accomplishes the same thing.

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