Welcome to the Cox Community
Our community is a collaborative place to learn about Cox products and services. Jump into the conversation today!
Messages
Selected Messages
New Contributor
•
Signal drops have increased to multiple times per day
Modem: Motorola Surfboard SB6121
Router: Cisco EA2700
Issue: Signal drops randomly and repeatedly throughout the day require a modem reset. Over the past couple of weeks the problem has worsened whereas before it might happen several times per week, it now occurs several times per day. I seems to have gotten worse with the recent speed upgrade, but perhaps they are unrelated. When the modem is receiving a signal the internet works fine with DL speeds of 50 - 60 Mbps, and UL speeds of 10 -15 Mbps. Modem and router are plugged into a surge protector with some other electronics. When the signal drops I can login to the router, but it does not receive an ip address from the modem. If I wire directly into the modem and login (191.168.100.1) it shows the modem is not connected. For these reasons I believe it to be a modem-cox connection issue. below are my signal levels, and the logs from the past several days. The modem power resets seen are me unplugging the modem to reset.
Logs:
I do believe the problem lies in either the signal from cox (perhaps a ranging/bonding issue) or in the modem, although this modem has worked fine in other locations with other carriers. I would post my router logs as well just to be sure but I realized I had logging disable (DOH!). I've now enabled it and will post them if need be.
Any help would be greatly appreciated, resetting the modem has become a real pain, and since I'm the only one that is comfortable with technology in the house the ire of others is usually turned towards me even when issues are beyond my control.
Thank you.
Health_Edge
+5 more
Valued Contributor III
•
"If I wire directly into the modem and login (191.168.100.1) it shows the modem is not connected. "
Could you expand on this? If the modem shows offline, how does it show those signal levels. Or could you post your signal levels and modem status when the problem occurs? Logs don't show anything unusual.
Do you notice if your IP address changes between disconnects?
0
0
OracleAmmon
New Contributor
•
I will post info from the modem the next time the problem occurs. As for IP address I assume you mean the IP assigned to the modem by COX. Or did you mean the IP assigned to my router by the modem?
0
0
Health_Edge
+5 more
Valued Contributor III
•
This. Wondering if it has anything to do with the DHCP lease or some kind of DDOS attack on your private IP. Unlikly but worth a thought.
0
0
OracleAmmon
New Contributor
•
My modem dropped out again this evening after being online for the longest it's been in some days. When I wired into it and tried to login I could not. My browser repeatedly timed out, so so much for being able to check signal levels. The IP assigned to my router did not change. Thinking now maybe a modem hardware issue?
0
0
Health_Edge
+5 more
Valued Contributor III
•
Do you mean into the modem? If so sounds like the modem is locking up.Does it or the power supply seem hot? If so might be time for a new modem. The fact that you could log into router but not the modem makes me thing its a issue with the modem.
0
0
smtips
New Contributor II
•
Sounds like a classic power supply issue on your modem, or the modem itself is heating up. You might look at replacing it with a SB6141 they are fairly reasonable priced. You can replace the power supply on the modem to troubleshoot also if you want to try to save some money first.
Cox will always tell you to eliminate the router from the mix because routers often contribute to connection issues, so they aren't going to troubleshoot a router issue for you. In your case your signals for the modem and levels look pretty good but it's dying, and there's nothing in your log indicating that there's a line issue (you'd expect to see multiple T3 timeouts and ranging warnings or sync warnings, not what you are seeing).
0
0
OracleAmmon
New Contributor
•
Normally I would just upgrade to a 141 since it has 8 stream bonding anyway, but this modem is barely over a year old and I'm broke as a joke right now. Ha! I replaced the 750mA power adapter with a 1.5A one I had in my box o' cords. Hopefully that'll do the trick. I'll follow up if it drops out again or not. Thanks for your help!
0
0
OracleAmmon
New Contributor
•
24 hours now without a hitch. Here's hoping it continues. Thanks again for your help!
0
0
ChrisL
Former Moderator
•
0
0
OracleAmmon
New Contributor
•
Since I replaced the power supply the modem has been online for over 36 hours, so fingers crossed this seems to have fixed the problem. Thank though!
0
0