I've had Cox Internet for a couple of weeks. The speed is fine when I am connected. However, the connection comes and goes all day, every day. I mean the wifi. I have dual band, and this happens with both 2.4 and 5 GHz. I have a brand-new NETGEAR AC1600 (16x4) WiFi Cable Modem Router (C6250). I have searched in the NETGEAR "genie" interface for something, anything I could change, but I can't figure out what to try. I have searched the NETGEAR forums and the Internet in general. Streaming video through Tivo is fine. (My Tivo box is connected by Ethernet cable.) Here is what happens with wifi: I am working online. I open hundreds of web pages daily. This is fine for 5 to 10 minutes. AND THEN: I get "Resolving host" OR "Establishing secure connection" for up to 5-10 minutes and I cannot open any sites, or save online files. I am literally OFFLINE for minutes at a time. This is NOT slow websites. They are the same sites that have been fast and normal only a few minutes earlier. Please help.

Do you have multiple devices connected over WiFi? Does this same issue happen simultaneously on all devices? Must you reboot the gateway to get it back or does it start functioning again by itself? When you say "this happens with both 2.4 and 5GHz" is it happening with different devices connected to different bands or the same device which you switched bands? When this happens, all websites, including ones like google.com, won't respond, correct? Just trying to get a handle on what's going on.

Thanks for your reply, AllenP. At most, I will have one laptop and one iPhone connected over wifi. Usually the phone is inactive if I'm working on the laptop, when this problem is obvious. I am not certain whether the phone ever loses the connection because I'm not opening new things or saving all the time on the phone. I don't reboot anything. I just sit here waiting for the connection to come back! I have been switching bands to see if there's any difference. There's not. I switch by just choosing the other SSID from the wifi list. You are correct, ALL websites do not respond. The connection is literally broken or down. And it comes back by itself. Browser: Chrome. Laptop: MacBook AIr.

Hi macloo, Have you switched the wireless channel on your router to see if that helps? Is the router in a central location in the home? How far away from the router are you typically? Depending on the distance, a wifi extender may help with these issues.

I have switched the wireless channel on my router -- several times. It makes no difference. The problem occurs when I am sitting only 6 feet from the router and there is nothing between me and the router. Also, I have checked with my phone this morning, and the outage affects the phone exactly as it affects my laptop. The Internet essentially CUTS OFF for several minutes, then reconnects -- with no help from me. It's impossible to get work done! I am constantly opening new pages and saving work, and this prevents me from being able to work! My DSL from AT&T was slow, but it NEVER did this. I could work all day with no problem using DSL. Why is my new Cox Internet so poor? If it is the router, then Cox should tell me how to change the settings so it will work with Cox Internet! My cable modem router is one that is listed on your website.

You've performed some good troubleshooting steps to help narrow down the issue. Do you experience the same issues with wired connection as well?

Internet drops in and out, always, every day

13 Replies

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AllenP
Valued Contributor
Do you have multiple devices connected over WiFi? Does this same issue happen simultaneously on all devices? Must you reboot the gateway to get it back or does it start functioning again by itself? When you say "this happens with both 2.4 and 5GHz" is it happening with different devices connected to different bands or the same device which you switched bands? When this happens, all websites, including ones like google.com, won't respond, correct? Just trying to get a handle on what's going on.
macloo
New Contributor
Thanks for your reply, AllenP. At most, I will have one laptop and one iPhone connected over wifi. Usually the phone is inactive if I'm working on the laptop, when this problem is obvious. I am not certain whether the phone ever loses the connection because I'm not opening new things or saving all the time on the phone.

I don't reboot anything. I just sit here waiting for the connection to come back!

I have been switching bands to see if there's any difference. There's not. I switch by just choosing the other SSID from the wifi list.

You are correct, ALL websites do not respond. The connection is literally broken or down. And it comes back by itself.

Browser: Chrome. Laptop: MacBook AIr.
DerrickW
Valued Contributor
Hi macloo,

Have you switched the wireless channel on your router to see if that helps? Is the router in a central location in the home? How far away from the router are you typically? Depending on the distance, a wifi extender may help with these issues.
macloo
New Contributor
I have switched the wireless channel on my router -- several times. It makes no difference.

The problem occurs when I am sitting only 6 feet from the router and there is nothing between me and the router.

Also, I have checked with my phone this morning, and the outage affects the phone exactly as it affects my laptop. The Internet essentially CUTS OFF for several minutes, then reconnects -- with no help from me.

It's impossible to get work done! I am constantly opening new pages and saving work, and this prevents me from being able to work! My DSL from AT&T was slow, but it NEVER did this. I could work all day with no problem using DSL. Why is my new Cox Internet so poor?

If it is the router, then Cox should tell me how to change the settings so it will work with Cox Internet! My cable modem router is one that is listed on your website.
DerrickW
Valued Contributor
You've performed some good troubleshooting steps to help narrow down the issue. Do you experience the same issues with wired connection as well?
macloo
New Contributor
No. As far as I can tell, the wired connection is steady. I plugged my laptop into the router with an Ethernet cable yesterday so that I could finish working. I had to sit on the floor, but at least the Internet stayed connected. That was about one hour with no interruptions.

That's why it would be nice if Cox could tell me if there is some setting that I should change on my router, to make the wifi work properly!
AllenP
Valued Contributor
From everything you have posted, macloo, it sounds to me like a firmware or hardware issue, not a setting. Can someone from Cox check and make sure the gateway is on the current firmware. If the firmware is current and you are renting it from Cox, I would have them replace it. My personal preference is a separate modem & router. The gateway locks you into Cox & their update or non-update policy.
UnhappyCoxUser
New Contributor
I have a similar problem, constant issues with web pages loading. (Takes forever) I ran several speedtests (www.speedtest.net) (testmy.net) and my upload is 20kb/sec. Do you have poor upload too?
Groot
New Contributor
You mention you have a Netgear router. It seems there may be an issue with the DNS in those - I have a C7000. What solved a LOT of my issues was to check "Disable Port Scan and DoS Protection" in advanced->Setup->WAN settings.

It's not something that really affects your firewall protection - but it seems Netgear's routers detect multiple DNS lookups as a Port Scan and either chokes on it's own tables or intentionally shuts down the internet for a bit.

Would be worth trying at least.
BarneyTodd
New Contributor
We have the same issue and we have Cox's new modem/router combination. My wife and I both work from home and we are constantly dealing with dropped connections, which throws us out of the different programs we were logged into.

I am wondering if there is a way to have a second modem wired off the main line, so that we could hard wire in the office and not rely on the wi-fi at all?