About two months ago, my ability to ping my ISP from outside the network stopped working.

About a month or a month and a half ago my juniper box stopped working.  When I talked to support they said they can't even ping my ISP address.  I can only ping my ISP within my network, if I disconnect from wifi and try pinging it with my cell phone it fails.  I called Cox for help but basically if it isn't a cord unplugged or something very simple, they tell you to pay this outside service for help.  Has anyone had similar problems.