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New Contributor
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Service quality is very poor
For about a week or so, probably a couple of times an hour, my Internet connection "drops", and I'm left waiting for the resolving host to get data from the Internet. Pages don't load anymore, although after a minute or two I can refresh them.
Is Cox doing maintenance or testing and not telling anyone? An email might be nice if that is the case. If not, I would like to get it cleared up as soon as possible.
Alternatively, they can credit us a portion of our bill for not delivering quality service.
Cox, your choice.
Health_Edge
+5 more
Valued Contributor III
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What kind of modem do you have? Or is it a gateway?
When you lose the connection, do any lights change on the device?
Also, FYI, this isn't a direct support forum. Its meant for users to help users, with the moderators to step in when we get stuck or out of hand. This is a good place to come when normal support cant fix the problem or the problem is unusual and needs some "outside the box" thinking. Welcome to the forums.
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davidpaige
New Contributor
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I have a Moto SB6141. I haven't noticed whether the lights change when the connection times out. I'll have to run in and check the next time it happens. Currently the up and down lights are solid blue and bonded, and the bottom connection icon is flashing, which I'm guessing indicates traffic.
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Health_Edge
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Valued Contributor III
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That fact that its in another room tells me you either have wireless or some other kind of network. Could you describe that? For instance, what kind of router do you have?
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davidpaige
New Contributor
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It's a DLink DIR-601.
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Health_Edge
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Valued Contributor III
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Try going to the routers interface by going to 192.168.1.1. The default user is admin and leave the password field blank and click login, unless you have changed it. Then go to Status > Logs and look for around the time you lost connection. If you want, you can post those logs here and I can look through them.
Also, you could leave a laptop hardwired to the router. See if thats offline when the wireless goes offline.
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smtips
New Contributor II
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Your very first step in determining whether it's a cox issue or a router issue is to disconnect your router and run your modem directly wired to a computer, Reboot the modem and reboot the computer, and do some speed tests. Yes, you may have paid a lot for your router and think it's fine, but a lot of the way overpriced routers can have issues or if you are on wireless you can have who-knows-what interference.
Do the direct connect and then go from there. If you are getting speeds not in par with what you pay for, contact Cox.
If you do contact Cox, RECORD EVERYTHING. Write down exactly what was said to you by techs on the phone, what was said to you by field techs, and what they did to resolve the issue if it gets that far. This is very important, because if you have ongoing issues (like I do) you want to keep a record of everything so you can go back and let them know how many times you've had to talk to them about the same issue, and demand that Cox do the job they are paid to do.
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