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New Contributor II
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9 Messages
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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.
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WiderMouthOpen
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Esteemed Contributor III
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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?
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Bruce
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Honored Contributor III
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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?
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WiderMouthOpen
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Esteemed Contributor III
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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.
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