phone and internet problems

I've had this problem and Cox was zero help.  I removed the cover plate from the primary connection into my home, pulled out 3 feet of cable and found another splitter.  I already had my connection split between my set-top box and telephone modem, but this newly-discovered and hidden splitter was causing problems.

I guess the previous owner had Cox (there was a Cox sticker on the hidden splitter), then he switched to DISH and I then subscribed to Cox.  Technicians never noticed it.

Anyway, I only mention because I had your same symptoms.

Can you tell me more about what happens with the internet and phone? Tell me what you are trying to do and what the service is actually doing.