Arobadope's profile

New Contributor II

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9 Messages

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Cox Not Allowing 3rd Modem to Connect?

Hello,

I recently just started with Cox and for some reason my modem has not been able to connect to their service. At first I was using a Netgear CM700 that would signal having the upstream and downstream just fine but would be denied connection to the internet. A tech came out and we figured maybe something went wrong with my modem since the Cox Panoramic Gateway worked just fine. He recommended getting an Arris, so I did. I got the Arris SB6190, fresh from the box and the same exact issue occurred again. I have talked with support and they said everything is activated and it should be working, yet when I go onto my account it still lists the Panoramic Gateway as my modem device and I cannot add another modem to my account.

There is another tech coming to try to figure it out, but largely I am wondering if anyone else has had this problem with Cox or is this some new scummy practice by them to force people into renting their modems? Does anyone have any advice in getting the modem to work? I've tried power cycle, switching coax cables, etc. Nothing has worked as again all I get are two solid blue lights for the upstream and downstream and a solid white light for the internet.

Esteemed Contributor III

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3.5K Messages

Can you post the modem's signal levels from 192.168.100.1? I want to see if the DOCSIS network modifier is enabled. See here for more info.  Do you get a WAN IP to your router? Last, what model router do you have?

New Contributor II

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9 Messages

First off, thank you for the response.

Secondly, here are the signal levels. https://imgur.com/a/DyC4fyV

https://imgur.com/a/DyC4fyV

The model router I have is a TP-Link AX1800 (edited)

I forgot to check the WAN IP, so I'll do that and check back in a moment.

Esteemed Contributor III

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3.5K Messages

Interesting. Looks like your modem is online and passing all checks. What model router do you have? SB6190 is your stand alone modem. I assume you are using something for multiple computers and Wi-Fi? My guess is this is some kind of provisioning issue.

New Contributor II

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9 Messages

Oh, I don't know why I read that as modem! My router is a TP-Link AX1800. Sorry about that!

Esteemed Contributor III

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3.5K Messages

Probably saw model as modem. I say model because some people just give the manufacture.

Luckily TP-Link has a very good support site. First, log in by going to 192.168.0.1 in a browser. Then click on Advanced > Status > Internet which should look something like this. Are you seeing a IP there? What is the first number of that IP? 172.x.x.x?

Honored Contributor III

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5.7K Messages

Complete stab in the dark here...but do you think OP is daisy-chaining the Arris off the Panoramic?  My old browser doesn't like Imgur.  I didn't understand "3rd Modem" in the title of this post.

Honored Contributor III

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5.7K Messages

Where did the Cox Panoramic Gateway come from?  Did the tech just temporarily connect it...it worked...and left your house with it?  While in your account, did you try to Reset the currently-connected modem?

New Contributor II

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9 Messages

No, the tech left the Panoramic with me. Yes, I have tried resetting multiple times, just keeps coming back with an error.

Honored Contributor III

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5.7K Messages

Is the Panoramic connected?  Where is your Arris?

Honored Contributor III

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5.7K Messages

If the tech left the Panoramic with you, why'd the tech recommend a modem?  The Panoramic is a combo modem-router.

You can't add or change your modem via the webpage.  This link is only to upgrade your plan.  It's a sales pitch.  The link beneath it, however, would allow you to reset this device.

After clicking Reset on your account...with your Arris connected...does your Arris reboot?

New Contributor II

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9 Messages

He left me with the Pano because the other modem I have (the Netgear) was not working and I did not have the Arris at the time. The Pano allowed me to get hooked up to the internet in the meantime. I bought the Arris and have been trying to connect it since. Whenever the Pano is connected, everything works fine, I connect the Arris and everything bjorks out despite all readings supposedly being good. For whatever reason, Cox's connection is just not getting through to the modem, despite my wifi router having all green showing it is connected and reading the modem's signals.

Honored Contributor III

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5.7K Messages

I connect the Arris

I'm not insulting your intelligence...but to what are you connecting the Arris?

Esteemed Contributor III

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3.5K Messages

I had a a thought. If Cox comes back with that the SB6190 is provisioned then maybe the problem is they have BOTH devices provisioned. With only one data service occurrence on the account, only the first device provisioned on the account will work. If so, maybe part of the fix is to return the gateway and hope that the Cox store employee can fix the issue.

Honored Contributor

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2.1K Messages

System won't allow multiple occurrences unless they are paying for them. You can have 2 modems provisioned for data, IF, you are paying for 2 instances of internet service. I ran into that quite often, but if they are ONLY paying for 1 instance of Internet service, the system will not allow  more than the single D1 occurrence. 

Esteemed Contributor III

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3.5K Messages

::edit:: I see what your saying. You mean the system won't even allow for a D2 occurrence unless there is data service already assigned to D2?

Honored Contributor III

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5.7K Messages

To re-provision, Cox will remove Internet service from your account.  It'd be like if I called Cox to cancel my Internet service.  No Internet equipment would then be provisioned on my account.  All gone Internet.

After the service is removed, Cox will re-add the occurrence (D (Data)) for Internet service and whatever modem is connected, it will be configured for your service.

Esteemed Contributor III

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3.5K Messages

What do you think was the reason Cox said the SB6190 was already provisioned? Rep. error?

Honored Contributor III

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5.7K Messages

"Provision" has nothing to do with hardware.  Your account can be provisioned for Internet, cable-TV and telephone with no equipment actually connected to the coaxial or fiber in your house.  Think if you ordered service at the Solution Store and drove home with equipment.  Your account is established and provisioned with three services...but nothing is connected.

Once you get home and start connecting stuff, Cox will authenticate, authorize and configure your equipment for your services.

When you troubleshoot and nothing has worked, Cox can "re-provision" your service to perhaps wipe out a glitch in their system, which may have been causing your errors.