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holmbergfamily2's avatar
holmbergfamily2
New Contributor
2 months ago

Cox modem fried by coax?

On modem #3 in the past 3 months...

First modem displayed no lights. No internet. Tried the usual troubleshooting, turning it off and on, etc. Replaced modem, did not fix problem. No lights coming on, no internet.

Tech came out and replaced the modem again, but this time plugged into a different coax outlet inside. Was out there several hours and now it works.

A few weeks later, here we are with the same issue, no lights displayed on the modem.

The power supply is a steady 12VDC, plugged into a surge protector. The circuit is not overloaded.

I found there is AC voltage coming from the coax outlet inside, about 40-70VAC. I went outside to check the ground on the coax, indeed the ground is working.

I'm assuming there is voltage leaking into the coax from the shielding being damaged, and it being next to house electrical underground.

Help.

coax
  • ExtraChrispy's avatar
    ExtraChrispy
    Contributor III
    2 months ago

    If I were you, I'd start looking for a faulty ground or neutral connection in your home wiring.  While not the only possible explanation, it would be the most likely problem to be occurring.  You would find stray voltage on the coax if it is indeed acting as the only viable path to ground for electrical devices.

      • ExtraChrispy's avatar
        ExtraChrispy
        Contributor III
        2 months ago

        In that case, you may need to have a technician come out to check the coax again and probably mention that you think voltage is leaking into the line.

  • StephanieS's avatar
    StephanieS
    Moderator
    2 months ago

    holmbergfamily2 please reach out to us via email at cox.help@cox.com, we can help! In the meantime, you may want to see if the issue is resolved by plugging the power cord directly into an electrical outlet VS using a power strip. 

    • holmbergfamily2's avatar
      holmbergfamily2
      New Contributor
      2 months ago

      The first time the modem was fried, it was plugged directly into the wall, which prompted me to use a surge protector.

      The same problem appeared(no lights, completely dead) after using the surge protector.

      • AllisonL's avatar
        AllisonL
        Moderator
        2 months ago

        Hi hombergfamily2. I'm truly sorry to hear of your trouble. It sounds like there may be a surge or excess voltage traveling through your cables and some point. You may want to contact an electrician to further investigate this issue.