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Random internet connectivity issues in Glendale, AZ
For the past 2 weeks my Premier Internet has been acting up at random times of the day. My connection is normally very reliable at 90down/15up. I work from home at night and my speeds are now dropping as low as 0.5down/2up, or I will lose all connection until I reboot my modem. The issue will suddenly fix itself and then appear again later, rinse and repeat. This last week has been the worst.
I have had 2 techs come out and neither of them were able to identify a cause and of course there were no slow down issues at that time. The first tech (2/19) replaced the wiring in my home with straight runs from my cable box and modem to the outside, which seemed to fix it until 10 minutes after he left. I had a second tech out (2/23) and he ran a bunch of tests with a meter inside and out and said my levels were great. He did replace a few fittings and a splitter on the outside of the house just in case. He also suspected it could be my router causing an issue.
So I went and bought a new router, ASUS RT-N66R, on 2/23 and installed it. Modem is SURFboard SB6141. I was getting 125down/15up while working that night until about 4:30am and the problems started again. Either I get kicked completely offline or very slow connection. Reboot modem to restore some connection, although still very slow, then suddenly fast again later in the day. However, it's been very slow all day today.
There is also a huge discrepancy in the speed testing results while logged into the Cox tool and speedtest.net.
Speedtest.net results right now
Cox Speed Check
| Start |  CoxNet | Download Speed | Upload Speed | Latency | Your IP Address | Cox Market |
|---|---|---|---|---|---|---|
| Thu Feb 25 12:49 PM | Yes | 86 Mbps | 12 Mbps | 10 millisec | 00.00.00.00 | Phoenix |
I have to keep a solid internet connection or I will lose my job. Any help is appreciated.
DBacksFans
New Contributor
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Still having issues. Needed to reboot my modem twice in the last hour just to maintain some kind of internet connection. Same results whether wired straight to the modem or through the router.
Speedtest.net results
Start
Net
Speed
Speed
Latency
Address
Cox Market
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ChrisL
Former Moderator
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I looked at the modem from this end however I'm not seeing any thing that would explain the results you're seeing. If you're getting the same thing with a direct connection to the modem it may be time to have a technician come out and investigate further.
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ColleenD
+2 more
Moderator
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I'd like to help. When you experience the internet slowing or going out do the lights on the front of the modem go out? Your signal levels look great but we're seeing the modem make frequent power adjustments.Can you try plugging the modem power cord to a different electrical outlet? If you're using a surge protector try bypassing it.
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DBacksFans
New Contributor
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Hi ColleenD,
All of the lights stay on. There is no indication that I have lost internet unless I notice pages are loading slowly or not at all. Previously if the internet went out in our area I would see the modem upload/download lights start to flash trying to reconnect. You're most likely seeing me manually reboot the modem by pulling the power cord from the back each time. It is on a surge protector, however so are all of my computer components and none of them show any issues. There are no other plugs close to this location.
Right now everything is running great:
Speedtest.net results
Start
Net
Speed
Speed
Latency
Address
Cox Market
Phoenix
However, I know later tonight (9-10pm) or early in morning (4am) we will start the cycle of slowing or disconnecting again, as has happened for the last 2 weeks. I have also noticed there are Cox bucket trucks in the neighborhood yesterday and today doing something with the lines on the poles along the street. Thanks for your help.
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ColleenD
+2 more
Moderator
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If the modem lights are not going out the modem is likely staying connected to our network. Have you tried only unplugging power to your router instead?
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DBacksFans
New Contributor
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Yes, unplugging the router does not fix the connectivity issue with my old router or the new one. Only power cycling the modem resolves it, which provides me with a short window of slow connection during those times and eventually loss of internet, having to cycle power once again. I do not have to cycle the modem power at any other point in the day when the internet is working.
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sheepbahh
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dnk_inc
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DBacksFans
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And it starts again, 9:30pm. Had to power cycle the modem after this speedtest just to post, internet crashed before I could run Cox speed tool:
speedtest.net results
After power cycle:
speedtest.net results
Start
Net
Speed
Speed
Latency
Address
Cox Market
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sheepbahh
New Contributor
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ChrisL
Former Moderator
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I looked at your connection from this end however I'm not seeing any indication of trouble. What sorts of issues are you experiencing?
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ChrisL
Former Moderator
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Considering everything happening it may be time to have a technician come out and investigate further.
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ChrisL
Former Moderator
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It looks like your modem came back online however it's reporting a transmit power level well out of specification. Are there any cable splitters you can try bypassing to see if that helps?
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DBacksFans
New Contributor
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43rd Ave and 101, same area...
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sheepbahh
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