New Contributor III
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35 Messages
What must I do to get a new Dynamic IP address?
My situation: In Oklahoma City OK.
Having issues with Internet, some website pages are crazy slow to load, and Netflix speeds in the house act weird
often causing Netflix and Sling TV to occasionally drop connection.
I have contacted Cox Support and gotten escalated to Tier 2. They say they are not doing any filtering, they
are not doing any throttling, however, when I 've asked them to repeatedly renew and release my Modem
it keeps coming back with the same IP address. They say it is my router because when I perform the one to
one test ( modem to one computer), the issues seem to be resolved. So when I put a new router on the network,
replacing the old one, the issues got worse and I had no internet at all.
So the Tier 2 at this point seems to think it may be the modem.
I feel like they are grasping and not wanting to give me a straight answer.
To me, when I went one to one, I got a new IP, and everything was fine.
With the router on, I got back the old IP and the problems are there.
So please someone tell me who I need to talk to or how to call this in to get it escalated.
I've called in twice now, spent hours already on this, how to I get this remedied?
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Tecknowhelp
Valued Contributor II
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2.8K Messages
What router do you have? There should be a way to change or "clone" the WAN MAC address. This will make the modem think it is a new router and give it a new IP as part of the DHCP process. It may be tricky to get the SAME IP as you get when connected with your PC, but it will at-least be different.
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DerrickW
Valued Contributor
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1.2K Messages
I'll be happy to look into this further for you to see what's going on. Renewing the IP may or may not get you a different address, we're on a DHCP server. As you noticed when switching devices, you can get a new/different IP that way. We'll need to get the account information, please email us at cox.help@cox.com with the name and address listed on the account. Thanks!
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Another method to change your IP is for someone at Cox to "de-provision" your modem so it locks with a 172 IP as if you didn't pay your bill. Then when the modem is re-provisioned, the 172 IP "should" change to a new one. Depends on how the CMTS in your area is set up though. Changing the WAN MAC of the router is a better way of doing it and doesn't require any help from Cox.
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Terryj
New Contributor III
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35 Messages
My router is an Apple Airport Extreme, And I do not believe I can clone the WAN address.
Someone at work told me I should be able to just hit the DHCP renew button on the router and get a
new address, but I believed I tried that and it didn't work.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
***, that **. Those routers barly let you change anything at all. Make troubleshooting difficult IMO. From my quick Google-fu, looks like you can't change the WAN MAC on a Airport Extreme.
No, not quite. When you hit renew, your router is asking Cox to renew the IP, not change it. It is like returning a book to a library and asking if anyone else wants to rent it, if not, you keep the book. In this case, the library is Cox's DHCP server and the book is your IP address. If the IP is still in rotation and not assigned to someone else, renewing will just keep the IP as is.
You can try to have someone at Cox do the 172 trick I mentioned above, but that is a lot of work to do for something that probably won't fix the issue. Unless someone is doing a DDOS on your IP, I doubt it would effect speed. The airport extreme doesn't even keep logs, so you can't even check for that. Do you have another router you can try?
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Terryj
New Contributor III
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35 Messages
I will look to a Netgear or other router and try to pick one up.
In my further testing, I brought a computer home from work that I know has acted consistently
without issue at work. I brought it here, and the only browser on it is Chrome.
Tried to test with it, & I get the same issue: certain websites do not load, and
speed issues on it accessing Netflix through Chrome.
I have also factory reset my modem, and again factory reset my router.
Same issues occur after this.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Did you want to troubleshoot the symptoms, or focus on changing your IP? If you want to troubleshoot, can you include some data on the issue? Are you seeing any packet loss? Speed test results? Etc
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Terryj
New Contributor III
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35 Messages
I'd like to focus on changing my IP. I plan to try and get a nother router today to see if this will help with the issue.
I've emailed Derreck W as he requested, and hadn't heard anything back.
Once we deal with that then we can look at the other.
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ChrisL
Former Moderator
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7.1K Messages
Our system simply does not provide a facility to change a customer's IP address. If you connect a new device it will change in most cases however.
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