Unable to load any Cox webpage from laptop using wifi

Can you view other webpages fine on the laptops? First thing I would try is right clicking on your wireless connection Icon in the bottom right of the screen and clicking on "Diagnose" or what ever you see that is the equivalent. Of the top of my head, maybe a DNS issue? Need more data though.

Yep. Other webpages load fine. But any Cox page....if we leave it for 5 minutes it might load the header. But that's it. 

Diagnose did nothing. 

My husband did a reinstall of Windows on his laptop. Still can't access Cox websites unless he is hardwired. The kids' school issued laptops have the same problem. They can access everything but Cox when on Wi-Fi. Hardwired...Cox pages load fine.

I'm currently posting from my tablet using Wi-Fi so I don't understand why the laptops are having this problem.

So...after 3 online chats and a phone call, tech support has been no help. They keep telling me that the problem is obviously on my end. I fail to see how the settings for IE, Chrome and Firefox are the issue. It is not the computer that is at fault and changing settings, clearing cache and cookies does not help. This issue has happened on Windows XP, 7 and 8. The laptop running 7 was actually wiped and an OS reinstall was done. Still can't access Cox websites. Tried all of the suggestions again just in case. Still no joy. 

After having been a Cox customer since 2004....maybe it is time to find a new ISP.

Well you do what ever you have to do, but I'm still willing to help. Seems its something to do with the SBG6580, but what I do not know. Looking over the manual I wonder if maybe a firmware bug but I feel like something more obvious is going on; occam's razor. Try this.

Laptop hardwired and online Windows Key + R > CMD > Enter > Ping Cox.net

Record IP computer gives for Cox.net [68.99.123.161] for me.

Repeat with laptop now wireless. Ping Cox.net and IP recorded above.

I've wondered if the firmware on the gateway isn't compatible with Cox. Or at least not completely compatible. But as it is a gateway and therefore a piece of DOCSIS hardware, any firmware will have to be pushed from Cox. 

My husband can ping Cox.net from his laptop but the website simply will not load. That was one of the many things he did before I even thought to post here. 

ChrisL said:
I would agree too that it's probably something to do with with router.  Many routers have a site blocking feature and if it's not working correctly can exhibit strange behavior.  Perhaps trying a factory reset of the router could help.

It's a gateway. Modem and router in one device. We've tried a factory reset. Didn't help. 

Sounds like a firmware issue and not a hardware issue to me. If that is corrupt, who would be responsible? There is no way for Motorola to fix a firmware issue without replacement so I think it may be easier just to return it.

Well, after contacting the manufacturer, they have suggested that the gateway needs to be "reprovisioned". Which is basically one of the things I questioned earlier in this process. But instead I have been repeatedly questioned as to my computer settings. 

Mistie, a reprovision would reset the modem on our network but I do not think it would resolve the issue of you not being able to get online from the laptops using a wireless connection.  We can still try it to see if it would allow you to connect. Are you able to ping out to any websites while on your wireless connection? If you were to connect to a different wireless network can you get online? 

DerrickW said:

Mistie, a reprovision would reset the modem on our network but I do not think it would resolve the issue of you not being able to get online from the laptops using a wireless connection.  We can still try it to see if it would allow you to connect. Are you able to ping out to any websites while on your wireless connection? If you were to connect to a different wireless network can you get online? 

I'm not sure that you have read the entire thread. We can connect to the internet via Wi-Fi. But we cannot load any Cox webpages via Wi-Fi. The kids use their school issued laptops daily on a different network. We can connect to our friends' networks. We can connect to our own network. Unless we want to check webmail or account info on a Cox webpage.

No, I think Derrick's question was valid. Are you able to ping the pages that you can not load via Wifi? 

To test, go to the laptop, find a specific website you can't load (IE ww2.cox.com) and then: Windows key + R > CMD > Ping ww2.cox.com. If you can't, its probably a weird DNS issue. If you can, it must be something above DNS like a firewall issue. Either way a factory reset of gateway should help. Please note that when factory reseting a device, it resets everything. If that still doesn't work, I say bring back the gateway and get yourself a standalone modem instead and buy a decent router from the store. Some places you can even pay to set it up for you. Like Bestbuy.