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shawnh's avatar
shawnh
New Contributor

Connection Dropping

I have the Motorola Arris SBG6782-AC surfboard. Recently my devices(wired or wireless) will lose internet connection for a short period of time. This doesn't seem to happen when browsing normally but when we use Netflix or look at pictures on Face Book it is a given i will lose connection at some point. It seems something is not happy about the large amounts of data. I have read these modems and Cox have had a few issues. Does anyone else experience this and is there a fix?

Thanks,

Shawn

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @shawnh

    I looked at the modem from this end and it's reporting that the 2.4Ghz wifi band is completely saturated with noise interference. Are you using any external router connected to the gateway modem?

  • shawnh's avatar
    shawnh
    New Contributor

    Chris,

    I do not have an external router. The Arris does it all for me. There is only one device, which is an older HP laptop that uses the 2.4Ghz. If I keep that device powered down and see if I still lose connection would that prove anything? What else may be causing the noise?

    Thanks,

    Shawn

  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    Hi shawnh,

    You can try enable channel auto-switching on your router, If possible, move your wireless access point/router or Unplug other electronics that may be interfering with your connection.



  • shawnh's avatar
    shawnh
    New Contributor

    Jonathan,

    I have disabled the 2.4Ghz channel that Chris said was saturated with noise. I have also changed the channel selection to auto. I even moved the modem higher. No other electronic devices are in the same room with the modem. I cannot unplug every device in my house. Do I have the correct firmware? Any other suggestions or checks? Doesn't the modem log show my downstream power levels are high?

  • StephanieS's avatar
    StephanieS
    Moderator
    shawnh

    I just noticed that you have our Starter Internet package. That specific package is designed for people who use the Internet occasionally to check their email, do light web-surfing once in awhile and maybe some instant messaging. It's not going to work very well at all with Netflix or for big data. That could be a large part of the issues that you may be having. You're working with 5 Mbps downstream and if the connection is wireless you're probably getting less that that. I'm not sure how many devices you're typically have online everyday but I'd consider moving to a high service level of Internet.

    StephanieS
    Cox Support Forums Moderator
  • shawnh's avatar
    shawnh
    New Contributor

    Stephanie,

    Yes, all but one connection is wireless. There are probably 8 wireless devices connected. I seem to lose connection when I am using a lot of data like looking at Facebook pictures or Netflix will freeze. So your suggestion may very well be our problem.  I will consider switching to  better plan. 

    Thanks,

    Shawn