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AZHann

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New cable modem

I have had two cable modems brick in the past year, but that is a discussion for another day. I recently put in a new Arris S33 surfboard and my internet has been dropping out almost hourly since it was set up. I did call and had my account updated with the new modem information and I have reset the new modem and router many times. We never had issues like this with the other two modems. The first was an S33 and the second was an Arris SB8200. Has anybody had similar issues? 

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Allan

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2.4K Messages

Hello. I recommend sending us an email with your full name, address, and a brief description of this issue to cox.help@cox.com so we can help. 

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Darkatt

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2.1K Messages

Try replacing the cable wire with a new one, ensure it's finger tight. Older cable wires if they are bent, are ruined, as a bend can cause the signal to reflect backwards. 

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AZHann

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5 Messages

I had a text conversation with “Tech Support” last night and he suggested the same thing. I replaced the cable, but nothing improved. 

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AZHann

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5 Messages

I do have a 3 DB Attenuator on the incoming line. It was there when we bought the house. I assume Cox installed that, but hopefully that wasn’t and internet DiY thing….

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Darkatt

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2.1K Messages

Access the modem, (192.168.100.1), and see what your levels are. If the are high, remove the attenuator. Also, do you have a cable wire going to a wall plate? If so, there is a barrel connector in the wall plate, try swapping it out as well. 

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LatitiaS

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531 Messages

Hi AZHann,

We are sorry to learn there was no progress upon replacing the cable.  We may need to schedule a visit to have a technician come out to investigate.  Please email us so that we can set up a convenient time to visit.

Cox Support Forum Moderator 

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WiderMouthOpen

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+1. Have to look at the signal levels and event logs if you want to know what's going on. Other then that, it's all guess work.

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brhudd

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Assuming by your name you are in AZ. Cox is having issues and refuses to acknowledge. They are telling me to restart and everything is fine but I cannot maintain a stable connections. websites wont load, and connections are dropping. Speeds are WAY below what i pay for. I am on Fiber, but your issues aren't yours, don't let COX gaslight you. 

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Mike5381

New Contributor III

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13 Messages

Is it possible that there is an issue with the AC power going to your modem? I ask because of the previous modems being bricked could have been caused by dirty power or surges. 

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LisaH

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1.1K Messages

Hi Mike5381. We are not aware of any issues with the power cord for the modems. - Lisa, Cox Support Forums Moderator

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AZHann

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Hi Mike. I have all my network gear plugged into a UPS, so I don’t believe power surges would be taking my modems out. That being said I am curious if the incoming coax is grounded properly.

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GregP1

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Hi ,

Our network is grounded., it will be grounded to your home's ground near where it enters the home this is normally near the power meter.

Greg

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AllisonL

Moderator

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142 Messages

Hi AZHann, we would like to look into this for you. Please email us at cox.help@cox.com with your full name and address for additional support. 

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