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Unresolved Internet Issues
Alright so so here is the story. About a month ago I started having internet issues. My modem would lose connection and begin to reset . To fix this I would need to unplug it and plug it back in. After about a week I called tech support. The lady on the other end told me to replace my modem and I did. The issue was still present so I called them back and the lady looked at my modem and saw that it was resetting like crazy. She had me plug my computer in directly to the modem instead of my router and she still saw the same disconnects. She redirected me to level 2 support and they scheduled a technician.The tech came on 10/10, replaced a splitter that was replaced less than a year ago, and added an amplifier. For the rest of the day the internet was fine. The next morning I woke up to see that the modem was resetting. I called tech support again and they said a tech would be sent on 10/13. He came and brought a device to measure the signal strength I'm presuming. He said that he would bypass the splitter outside the bedroom door. So he drilled a hole directly in my room and ran a new cable to the modem. The setup is now this: From the box outside the apartment complex 3 cables come out one for us,one for a neighbor, and one for another neighbor. The cable going to our home is then split 3 ways: living room tv, cable to a 2 way splitter for tvs in 2 bedrooms, and the modem(he also added an arcom filter). It's been a little better but just today I disconnected about 3 times in a span of less than an hour. I have become irritated because I was charged $60(on top of the usual bill) and it did not resolve the problem. In 12+ years I have never had a problem this big with cox. I would like to stay with Cox however we have school work to do online and one of us has school entirely online. Cox is leaving me with less options and I'm considering moving to another provider.
Here are the singal and logs as of today. The filter did bring down the downstream level to a better range.
Health_Edge
+5 more
Valued Contributor III
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First, what kind of modem do you have? Looks like a Motorola SB6180. Reason I ask is because you only posted the partial signal levels, there should be another tab that gives a complete break down. See my signal levels below for example.
Also, the box outside you said had 3 wires coming out of it, what does it look like? Is it about the size of a shoe box with a lock on the bottom on the side of the house (house box), or more the size of a small refrigerator (pedestal). If you and two neighbors are sharing one house box, that might explain the problem.
[3] 64QAM
[3] 64QAM
[3] 64QAM
[3] 64QAM
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tcard
New Contributor
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Thanks for your response, the modem is an SB6182 although it is branded as Arris.
Here is the box downstairs. I don't recall if there was always 3 people sharing it or if a third neighbor added Cox service.
And the logs
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Health_Edge
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Valued Contributor III
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Is that a wooden box? Definitely not Cox equipment. What is inside? You should have your own line from street to your house. Why are you sharing your cable signal with your neighbors. Is it like a apartment complex?
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tcard
New Contributor
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Haha no it's some sort of metal but it's painted to that color (HOA rules or something). I don't really know what's inside as it is locked(its that round thing in the right corner). When the techs came over they opened it up. Yes it is an apartment complex.
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Health_Edge
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Valued Contributor III
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Ooh, surprised me is all. I think the problem is something to do with that box. You said they looked, but my gut is telling me they missed something. A way around the entire situation is to ask Cox to put in a new cable line from street/pole to just you. That may not be plausible depending on the property layout, but it can't hurt to ask.
Also, when you say the box is locked, did you mean locked by Cox? Not that it matters, Im just curious.
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tcard
New Contributor
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Yea we can't access(we don't have a key for it) it so I'm assuming only Cox and HOA can access it. Hopefully a cox representative will respond to this thread. I will give them a call tomorrow and ask. Thank you for your help!
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tcard
New Contributor
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I connected it straight to an outlet about over an hour ago. I'll post if it drops again.
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tcard
New Contributor
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Seems like it didn't work, I just had it drop again.
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tcard
New Contributor
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If my neighbors that share the line don't have a problem (assuming they have internet service) then that means the problem lies within my home no? But the 2nd tech checked the lines and everything was solid. Plugging my modem directly into the wall didn't help as stated so what else is there to do. This problem is getting ridiculous to deal with. I want to know the next steps because I am hesitant to call tech support only to have them charge me again and not even fix the problem. Can the fee be waived if it did not solve the problem? Within a week I will probably cancel my services with Cox and contact the BBB if nothing is done.
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tcard
New Contributor
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Last night when it lost connection, observed that all the lights were on even though I had lost connection to the internet . The lights were on for about 30 seconds and then it began to reset
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tcard
New Contributor
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This would be the 3rd tech to come out. How am I supposed to trust that my internet will be fixed? Is there a way to setup a more experienced tech to come by?
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ColleenD
+2 more
Moderator
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Please include that information in your email along with any other pertinent concerns or questions and we will be sure to address everything for you.
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tcard
New Contributor
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I sent an email yesterday, still waiting on a response.
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EdwardH
Valued Contributor
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tcard
New Contributor
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Ah got it, thank you.
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