Forum Discussion

Moleary's avatar
Moleary
New Contributor

Internet Problems Daily

Since February of last year (since we moved in) the internet in my house drops multiple times a day. Hardwired, Wifi,all goes down. We have had 10 Technicians from cox try to fix it, including two "senior technicians" and to no avail. We have the 300mb package but only get ~ 150mb hardwired and ~ 30mb over wifi. And it goes down on an average of 5-8 times a day every day, for anywhere between one and 5 minutes. We've been counting down the months till we can get out of this contract but have limited options as far as internet and cable. I would much rather fix the problem and not have to deal with that. So since the techs cant fix the problem I was hoping I could find some help on the forum. Any input or advice is greatly appreciated, thank you for your time.

bad service
connection issues
connection loss

7 Replies

Sort By
Most LikedOldestNewest
Replies have been turned off for this discussion
  • AllenP's avatar
    AllenP
    Valued Contributor

    We can start by posting some details of your setup.  What model modem/router/gateway do you have?  If you don't have at least a 16x4 modem, I can see why you are limited to 150Mbps down.  Also, 30Mbps over WiFi sounds like a "g" router or maybe "n" on a crowded channel.  The model hardware should tell us if your hardware is up to Ultimate speeds.  Thanks.

  • vegas50000's avatar
    vegas50000
    New Contributor

    File a BBB complaint - https://www.bbb.org/consumer-complaints/file-a-complaint/get-started

  • Moleary's avatar
    Moleary
    New Contributor

    It is a CISCO Model DPQ3925, DOCSIS 3.0. Would the lack of performance attribute to the internet dropping out completely? Thanks for your time. 

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Moleary

    Looking from this end the modem appears OK but it's reporting all wifi channels unusable due to interference.  Can you try a wired connection and see if that works any better?

  • Moleary's avatar
    Moleary
    New Contributor

    Two people in the house are using desktops wired and one laptop is on the Wifi. The wired connection is just as bad (as far as internet cutting out, the speed is far superior wired) and is going down multiple times a day. Thanks 

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Moleary

    Wired by nature will perform faster than wifi.  I'm also concerned that the modem you have isn't the most ideal for the services you're subscribed to.  You may wish to take it to one of our solutions stores and see if they have one of the new Arris dual band eMTAs in stock.

  • Eli_Ryan's avatar
    Eli_Ryan
    New Contributor

    Moleary, Just FYI, I'm having the same exact problems with my internet for the past 6 months.  Multiple techs, no fixes.  I've had three techs come out and all give different opinions.  Good luck on getting anything done with this.