capron's profile

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internet drop-out

My internet randomly drops out, as well as the phone line.  Resetting the modem power does nothing...however I found that by disconnecting and reconnecting the cable to the modem, brings the internet and phone line back up. This is not a one time event. I have done that well over a dozen times!  At least 5 techies have been out here.  They changed the modem, ran new RG11 from the backyard pedestal to the interface and a new unbroken RG6 line from the interface directly to the modem.  Of course when they're here everything is fine. I did think, naively, that with the info I gave them, and what I did and they did, might just help them come to some reasonable conclusion. I'm not about to go into all the technical stuff since I pay them for that. By the way, I have a brand new Netgear AC1750 dual band router although the problem started before that purchase. Any ideas??

Thanks,

Ron

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Hi Capron, signal levels to the modem look fine, but the T3 errors are concerning. I suggest we swap your current eMTA for another device as a test. -Becky, Cox Support Forums Moderator

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Becky,

Thanks for the reply. I'm sorry I don't know what an eMTA is.

I have a Cisco modem DPQ3212 that was replaced by Cox, but the problem I described began with the other modem as well.  (Also a Cisco DPQ3212).

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Hi Capron, the Cisco DPQ3212 is an Internet & Telephone modem, also known as an Embedded Multimedia Terminal Adaptor (EMTA). I apologize for the confusion! -Becky, Cox Support Forums Moderator

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Well Becky I guess we all learn something new from time to time.  Thanks for the clarification.

I think swapping it out is an excellent idea since one of the techies told me they replaced my other modem with a new "refurbished" model of the same variety. Do you know how I should go about making that happen?

Thanks for the help..very encouraging.

Capron

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Hi Capron, in this case, since your telephone services are also impacted by what might be a defective device, we need to schedule a service call to swap out the modem for you. Email my team at cox.help@cox.com so we can set this up for you. Be sure to include your full name, address, and a link to this page in your email. -Becky, Cox Support Forums Moderator

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