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New Contributor
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Repeated Connection Drops
Starting about 48 hours ago I have been having significant issues with my modem dropping connection every 15-20 minutes for a 30-60 second duration. It will then reconnect and work just fine for another 15-20 minutes before dropping connection again for 30-60 seconds. Each time the modem lights all stay on and appear to be working fine. There is no isssue at all with my cable tv or phone. When my modem is connected it works as fast and smooth as ever even while online gaming and streaming at the same time.
I have called cox support a number of times and they report that my signals look very strong and that there is no issue whatsoever. The cable from the wall is plugged directly into the cable modem now with no splitter or interruption. I do not have any router. My modem is plugged directly into my PC no wireless. I have taken my PC to my parents house, also on COX, and my girlfriend's (Metrocast) and there is absolutely no issue there either. Thus it is not my modem, my signal, or my computer. The problem must be outside my apartment.
After speaking to cox representatives repeatedly they are unable to offer me any sort of help whatsoever and I am on the verge of cancelling my Cox services entirely and going with a different company. I am hesitant to do this after 10 years of exemplary service with Cox however I am seeing few other choices. I am posting here as a last ditch attempt to find assistance before leaving Cox and cancelling my trio of services. I have seen this problem from multiple posts in this very forum as well as on google. Not one answer/fix has been posted and it seems the many people having this issue have never been given any fix or posted any answer online.
Please, if anyone actually reads these posts, give me some hints as to how to resolve this issue.
okcfrazier
New Contributor
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I and others on this forum also have been suffering similar problems for the last few weeks. My signal levels started floating around, will have multi channel bonding one minute and single the next. modem log is full of disconnects even when the modem itself does not reboot itself. So far most of the answers say call tech support but surely somebody at cox can tell if there is a systemic problem. I can forgive some outage due to network upgrades etc. but hate being given the runaround as if my equipment, etc. is the problem when nothing has changed inside the house and it was only recently that the trouble began.
good luck.
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ChrisL
Former Moderator
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I sent you a request for more information.
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Options_Unlimit
New Contributor
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You requested my MAC address. I cannot reply to the email you sent requesting the information because it comes from an automated Cox message system.
You did not give me instructions on how to find my MAC address. There are multiple #'s on a sticker on the bottom of the modem but none say 'just' Mac address. They are things like hfc mac address or S/N mac. Which is the one you want?
How do I give you this information, do I post it here? Is that safe and secure? Please give me instructions and I will be happy to comply.
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kay
New Contributor
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This has been an ongoing problem for me as well starting way back when Cox made changes to their telephone message recording system and online phone email accounts. My internet went haywire and dumped me consistently during this time.
I called a tech and he had me jumping through hoops. After I dismantled my whole computer and every connection wire to my Cisco box (believe me at age 66 crawling under my desk hookups is not all that easy)-- he then had me racing into my kitchen to search for a toothpick, to click into some tiny remote reset area as well as running to get landline phone to check as well and then my cell phone to call my landline. I finally just said thanks I'll get help somewhere else. The tech then said "Well, I'll reboot your system on my end". By this time it would have taken me another 15 minutes to put it all back together.
When my son came, he remantled my plug-in cords and everything was back up. However, as the tech told me, they probably would need to send someone out and I would have to pay for the technician if it was found there was no problem. In my case, I would have had to pay someone for rebooting my black box. Did this fix the problem? No.
I discovered during high volume my Cox connection must be the weakest and I get easily bumped or my server strains waiting to get somewhere in the web and I simply shut down and reconnect. When I spoke to a tech about it, I was told I could upgrade my Internet Hight Speed to a higher internet high speed for additional dollars. I said, "What? $49 dollars a month isn't high enough" since I carry the 3 bundle package???
We ran computer system checks. Nothing showed up. I learned to use my internet access connection key on my menu to see who may be using my line as a remote connector and still nothing shows up. I now have an action center notification key on my desktop as well that responds to immediate problems as well. When the connection is acting up, I can click on both for immediate notification response. I have a laptop and asked someone with computer saavy to help me, I hope you find someone as well.
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Internet_Forum1
New Contributor III
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Good luck with the disconnects. I normally don't complain with 1 - 2 a night.. I had 6 in four hours tonight... I am really thinking about switching myself... I was advised to buy a new modem... I did... Speed seems to have dropped (nowhere near what is being paid for...My upload speeds are higher than my download speeds... Disconnections are happening more frequent.... GOOD LUCK
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eric_redding
New Contributor
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MASSIVE DISCONNECT PROBLEMS ALL DAY, ACKNOWLEDGE THIS AND FIX IT PLEASE
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omega3
New Contributor
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We are experincing similar problems that require a reboot almost every day now for a week
in arizona. Last time tech support re-provisioned the modem instead of re-booting and it seemed to help
but just 2 days after I had to reboot.
Nice to find out that the re-boot button is resessed in the back and requires a paper clip to get in there Much better than removing the battery
They were kind to ask if i wanted to upgrade for $5.00
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TitanX
New Contributor
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I have the same problem.
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politically_inc
New Contributor
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Has been a problem for me for years with Cox. I have repeatedly changed a coax splitter and even installed an amplified splitter. There has been no improvement. This problem is ordinarily a major annoyance. At other times, such as when you want to access a hard drive when you are hundreds or thousands of miles away from the place where Cox is supplying / should be supplying service, it is way worse.
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Meg_Nicole
New Contributor
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A couple of months ago, I started having the same problem. I called Cox several times and the tech support told me I needed a new modem. I bought a new modem, and $90 later I am still having daily repeated connection drops. Additionally, surfing is sluggish. Does anyone have any suggestions? Cox said my new modem has a excellent signal and they want to send a tech out to take a look. Based upon what I've been reading here and elsewhere, it seems like this is a common problem and that Cox is not addressing it. Anyone have any solutions at this time?
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Brad_L
New Contributor
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Having very similar issues for a few months now. Everytime a tech comes out that "fix something" and of course it doesn't fix it. I also got a new modem (not from cox though) since mine was 8 years old. no problems for about a month until today again. I experience intermittent packet loss, latency all over the place, dropped connections. If i go into DOS prompt and ping a website when my game or browsing starts acting up, sometimes I get packet loss and sometimes i get latencies in the 400-900ms, even at 8am. I'm about to switch to AT&T. While the gaming part of it is annoying and frustrating, the fact that I'm doing Cowley College online is the biggest issue.
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ChrisL
Former Moderator
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Many of the issues reported by cusotmers are quite common and can only be addressed by a technician coming out. For Meg, I would suggest trying to bypass your router and see if you have the same results. If so a technician may be need to come and troubleshoot further what is going on.
For Brad, if you could go to http://192.168.100.1 and post your signal levels that may provide some clues as to what is going on in your case.
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