New Contributor
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6 Messages
Internet keeps dropping for a minute at a time
For the past week, my internet has been constantly dropping for about a minute at a time, and this happens countless times each day. It makes it pretty much impossible to do anything that requires a live connection (gaming, work, voice chat, etc.). I have tried restarting my router and modem many times, and I have tried plugging my desktop directly into the modem, but no change. I've seen claims from others saying they have also been experiencing these frequent interrupts/packet loss in the past week, so I'm pretty sure the issue is on Cox's end. Is there any estimate as to when this will be fixed? Because it is extremely frustrating to be paying full price for internet while not being able to use it half the time.
FatDaddyWampus
Contributor
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42 Messages
5 years ago
What do your modem logs look like? Power levels, event log, etc.?
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AJava
New Contributor
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6 Messages
5 years ago
Here is some of the stuff I found.
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MichaelJ
Moderator
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1.8K Messages
5 years ago
Thank you,
Mike J>
Cox Support Forums Moderator
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mrcleanosu
New Contributor
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1 Message
5 years ago
I am having the same issue. It started out about a week ago only around the lunch hour. Now it is all times of the day. I hope we are not stuck like this until the end of June, but it sounds like that may be the case.
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TellFinch
New Contributor
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2 Messages
5 years ago
AJava and anyone else with this issue, I used the 54512 text based help this morning to connect with an agent who wrote:
"Thank you so much for your patience, the system is not showing me any outage in your area at the moment, however, it seems that your modem is not getting the correct internet signal from our end, causing the issues you are experiencing at home, I will proceed with the basic troubleshooting in order to resolve your connectivity issues."
then
" I will need to send a signal to your modem, this new and strong signal will refresh your equipment modem, resolving your connectivity issues."
The new and strong signal restarted my panoramic wifi modem. I also rebooted my laptop, other devices, and even my phone.
then
"Thank you so much for your patience, according to the system your modem is getting now the correct signal from our end, the signal that I just sent is stronger and actually can clean all the packet lost that your modem was getting."
YMMV, but I've noticed a consistent connection where before it would drop frequently and unexpectedly and it was wreaking havoc with work calls, webinars and videochats.
Worth a shot to ask whether Cox is seeing "the correct internet signal from their end" and, if not, whether they can send you the "new and strong signal" to clean all the packet loss. Good luck.
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DanniAck
New Contributor
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6 Messages
5 years ago
Same issue and it's increasing in frequency.
Chat tech support tells me signal is fine. My speed has been slow for 2 months and I'm told it's due to too many people using it in my neighborhood... but now the dropping signal is unacceptable as it is impossible to do my business from home!
I get told tech has to come out - could cost me $75 unless I buy the protection plan... so now you want more money from me to diagnose YOUR issue?!
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