Wifi devices Losing Connection

1. Before the Tech came out, and you were having the issue twice a day, was it only wireless, or wired too?

2. When you said "doing a hard reset" what did you mean? Something other then turning it off then On?

3. Do you have anything else plugged into the Modem/Router Combo?

4. What was the old combo box, and what was the new Combo box?

1.  Both

2.  Unplugging the power for 25 seconds and plugging back in (Power cycle)

3.  no

4.  Netgear and the new one is a Cisco.

Thanks!

Thank you for the info. So before you were having general connections problems, and not it seems isolated to wireless. The first thing that comes to mind is a wireless interference issue. Perhaps the new router is programmed on a wireless channel that other routers in your area are using.

1. How much experience do you have in networking? Have you used the routers 192.168.x.x before?
2. What model is the new Cisco device.  This one? http://www.cisco.com/web/consumer/support/modem_DPC3825.html
3. When the wireless has issues, does the wireless go out on all the devices at once? Is it worst in certian areas? Does it seem to happen at a certain time or when you do a certain thing?
4. Do you pay for Cox Home Networking?

1. Medium experience however i am unsure how to access the admin for this box as i wasn't the one home when it was swapped out and no box/paperwork was left.

2.  Correct, that is the box that was swapped in

3.  It goes out on all devices at once however earlier my fiance was able to connect with her Iphone but not her Ipad which was giving an "unable to connect".  The issue is house wide and there is not set action that triggers the connection issue.

4.  yes, the gateway/homenetwork is included in my plan.

As an FYI:  For the first three months of service i had zero issues.  This has only started in the last few weeks.

Well wireless issues are tough to troubleshoot "through the keyhole" or without any on site input. With that said, and based on the data stated so far, its possible the Wifi is load/signal balancing between the different rates and radios. It could also be a channel issue, but based on the fact Iphone could and her Ipad could not, and most new Ipads can connect at 2.4 or 5G, I think that may be relevant.

I would suggest calling Cox and talking with their Home Network department. My father called them once when I was away and they were able to help, but I don't know how things may have changed since then. Tell them you are having issues where the wireless will cut out and you think it has something to do with the wireless settings. Ask them to walk you through the different settings to see what works best for your different device. Try to do it at a time when you have the different people available in the house hold so they can all test their own devices. I would suggest these settings. Refer to page 35-42 of manual. http://www.cisco.com/web/consumer/support/userguides2/4021196_B.pdf

1. Network Mode - If you don't have any Wifi-N devices pick G only. Otherwise B/G/N Mixed. NOTE: Only available if security is AES. See Number 6

2. Radio Band - Enabled 2.4Ghz

3. Channel Width - Standard  20Mhz Channel

4. Standard Channel - Normally "Auto" is best, unless you continue to have wifi problems with the settings above, then try channel 11.

5. Wireless Security Mode - WPA2-Personal

6. Encryption - AES

7. Pre-Shared Key - keep the same, or enter what ever you want your Wifi password to be. Something easy to remember, hard to guess. Note: Any changed made here will have to be updated on EVERY device.

thanks for the reply Tiffany.

I called and spoke with Tier 2 Home Networking support  and they advised me that I had a faulty gateway so they sent out a tech yesterday.  The "tech" confirmed that the gateway was faulty and  swapped out the box.  Wifi worked perfect all day until the exact time of 1am again where the signal dropped for all wifi devices.  I unpligged the gateway this morning and plugged it back in at which time the wifi re-connected for the same time duration of 5 minutes and then disconnected....so back to square 1.

I spoke to your tech help again this morning who advised me to take the box in to a solutions store and swap it out for Netgear gateway instead of a Cisco one.  Not one time has any in-person tech or call center tech advised anything about changing the wireless channel settings being the issue.  the tech on the phone today said that if this new gateway that i will plug in layter today doesn't work, it's in an issue with the line in the neighborhood and another tech will have to come out.  at this point it's impacting my business.

I would appreciate the assistance with instructions on the wireless channel settings if this new Netgear gateway does not work.

Thank you

-Josh

Hi Tiffany,

I installed the Netgear gateway box last night and am now back to the original issue with the first Netgear box I had.  I had great speeds up until 3am this morning when I lost both wired and wireless connection. (with the Cisco gateways, I would only lose wireless).  I power cycled and was able to keep a perfect connection until 3:30pm wher eI once again lost wired/wired connection and had to power cycle.

Please advise and thank you for your assistance.

-Josh

Hi Tiffany,

any update to this? (apologies if you are in your weekend)

It is impacting my business and home to have to constantly power cycle the router to keep a wireless signal.  I would like to give your solution a try before ringing up for a 5th time.

Thanks

-Josh

When you say your business, is this a business account or just a home office? Not to demean a home office, Im using one right now, just wondering if that has anything to do with the problem. Do you run any backup servers or AV testing at 3AM? I am wondering if something is overloading the router (any router) and causing it to crash.

Thanks for the follow up.

To clarify, I am a home service customer but since I work in Social Media, I do a lot of business from home.  There are no backup servers and nothing is currently scheduled to run that could cause interference.

As an update to the issue, I am now losing Wifi/wired connection and having to powercycle about every 3-4 hours to regain a connection.  This is becoming quite frustrating and I look forward to the next answer from Tiffany.

I am an internet-only subscriber.  Every few months wireless internet service stops. I call Cox and sit on the phone with a service representative and we disconnect, connect, unplug and plug the router and modem while the service representative does something on the Cox end and service is restored for another few months. Each time I am told my equipment is adequate and functional.

In between these customer service calls, I regularly experience occasional brief service interruptions--usually around 1am.

Two nights ago, wireless shut off at 1am.  Rebooting didn't restore it. I called Cox. Twice.

This time, two different service representatives during two separate calls stated that they had adjusted my modem at their end, and I had wireless service. Wrong. I do not.

They also informed me that since internet is clearly connected, (and it is--ethernet works just fine), they cannot help me and I have to purchase a monthly plan for $9.99 in order to get repairs. And, I was told, that will mean the next time this happens, I won't have to worry. WHAT? The NEXT TIME?

The router is clearly not  a problem. It is connected. All the appropriate lights are on, and again, I have been assured in the past that the router is just fine. The problem exists somewhere in the communication between router and modem and the problem  originated outside my house, outside my control--presumably with Cox. And given the regularity of 1am shutoffs, the problem is clearly not new. What is new is Cox's refusal to fully fix the problem as part of my internet service and the appendage of an outrageous charge to put a bandaid on a glitch they clearly think will happen again.

Fortunately in my neighborhood, Cox no longer has a monopoly. There are alternatives.

@Lee Do you also have a Cisco gateway? If not, you may want to start your own topic.

As for wireless stopping, could you explain the symptom? If you mean your wireless stops working but wired doesn't, then yes, that is a problem with your wireless router. What happens when it goes out? Can you see the SSID? Can you not connect? Error message? Does it ask for the passphrase? Or was your post just a rant?

Thank you. It seems better to look for answers to connectivity problems and their solutions elsewhere.

With the combo modem/routers we are constrained on the number of options, but just to check when you see the connection drop, are you seeing a status change like to no internet access or limited to no connectivity each time it happens wired or wireless, or is the computer still showing connected but nothing on the internet opens through the browser or other programs?

thanks for the followup Edward.

When I am losing connection I am seeing no change in the green lights and my PC shows as being actively connected with no disturbance even though connection is not available.  On my wireless devices, it drops the connection status to zero or cellular.