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SD_Cox_Cust's avatar
SD_Cox_Cust
New Contributor

intermittent internet connection

Hi,

For the past several weeks my internet connection has been constantly dropping out, anywhere from 5 seconds to 30 seconds at a time. All devices in my home lose connectivity, wired and wireless. This is the second time in about 6 months.

I have a new Netgear C6300bd AC gateway plugged directly into the wall. One 3 way splitter with the gateway on the 3.5 leg and a DVR and a mini box on the others. The house has all new cabling (2years) and a new drop.

My levels are good and seem to not fluctuate. I've rebooted the gateway several times including a factory reset. The only thing I see is that in the log I have multiple dynamic range window violations which correlates to my connections drops times. 

http://imgur.com/RQ3zaDf Level screenshot

http://imgur.com/Jjd4Lup Log screenshot 

http://imgur.com/mhP1VKd Pingplotter screenshot

Thank you for any help.

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @SD Cox Cust

    The modem is reporting poor signal levels when I look from this end. Can you try connecting to a different cable outlet and see if that makes any difference?

  • SD_Cox_Cust's avatar
    SD_Cox_Cust
    New Contributor

    I moved the modem to a different outlet after I made this post to check if it is the line where it is normally located. There has been no difference. Levels in the new location are a little lower than the screenshot I posted but they still in specs. A technician came out on Sunday and said he was putting it on a 72 hour watch but I yet to hear back from him. 

    I am afraid it might be the gateway itself, I purchased it from Cox about 6 months ago is there a warranty or an exchange policy?

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @SD Cox Cust

    Equipment can be a possible cause for this type of issue. If you purchased it from us it has a 2 year warranty.

  • No_More_Cable_B's avatar
    No_More_Cable_B
    New Contributor

    No More Cable Bills:

    [Copy&Paste the link to view video]

    https://www.youtube.com/edit?video_id=wROUdmO-uY8