I've lost the Internet connection with my Cox Fiber internet for over 24 hours now, have done hard resets on both the router and modem multiple times and still nothing. The website says no outage in the area. I have a technician scheduled to come out on Sunday but just wanted to if anyone else is having the same issue and maybe think the cold weather somehow is affecting the fiber connection?

Problem solved, technician said it was a bad fitting on the outside that just need to be replaced.

Fiber outage | Cox Community

Darkatt
Honored Contributor
3 months ago
Most ONT's use a RED Alarm light when the fiber is down. If you are not in alarm, chances are the Fiber ONT is online, and the problem is either the ethernet cable from the ONT to the router, or the router.
- WiderMouthOpen
  Esteemed Contributor II
  3 months ago
  Did you see the picture I posted of the ONT I think OP has? I think it's a Calix GP1100x but the Calix support page requires a login and doesn't have a place to even register. So, I can't tell what lights should be on and what color, but at least it shows what lights there should be in general.
probertson5
New Contributor
2 months ago
I absolutely agree. I had the same issue. Tech said and did the same thing: re-terminate fiber in outside box. He said I was loosing 10 dB at that connector. Work ok for a couple of days and now back to constant intermittent connection.
I bet the cheep the fiber and terminations are not suitable for outdoor use. What a crappy thing to do to a customer of over 20 years and who is paying the premium $140/minth for "unlimited" data.
- scott522
  New Contributor
  2 months ago
  Same issues here. I have had fiber internet for about two months and have had a tech out here every couple of weeks since it was installed. It works for a while then goes back to intermittent connection. Last time they found the fiber optic cable to the ONT had been cut when they did the initial install. They fixed this as it got me to -20.0 db and my connection was good again, but as I understand that is in the range where one small thing can cause you to have issues. Now today I'm having issues again. I live in an apartment and noticed a cox tech was doing a fiber install for another apartment in the box outside my apartment building - that's when things went bad again. I don't feel like that is a coincidence. I feel like it stands to reason if they messed up the install inside my apartment and clipped the fiber cable, then they could have done the same thing outside and any movement of the cable can cause issues. The last cox tech that was here didn't want to check the outside connection - he seemed fine getting me to -20.0 db by redoing the wiring inside. I don't understand why it is so difficult to get this right? If cox is pushing fiber so hard, I would expect their techs to be properly trained on how to do an install. Unfortunately, I have no other options beyond cox or moving. I really don't want to have to deal with these issues every two weeks.
  - ColleenD
    Moderator
    2 months ago
    I would encourage anyone having an ongoing issue to email us at cox.help@cox.com with your full name, complete street address, details of your concern and a link to your forums community post so we can assist you.
WiderMouthOpen
Esteemed Contributor II
3 months ago
Well first, if you have fiber, you don't have a modem but an optical network terminal or ONT. Should be a white or black box, usually made by Nokia or Alcatel-Lucent, with a power cord, ethernet cord and green fiber cord plugged into it. What lights do you have on it?
As for others having the same issue, we would need to know where you are. However since there are only a couple of us non moderators here, it really wouldn't matter. You are better asking that question on Reddit or Facebook or something.
- neostinbuck
  New Contributor II
  3 months ago
  Yes it's the terminal(gray box) on the wall with a white router, Bennington, NE 68007. Power and Ethernet light is on with steady green.
  - WiderMouthOpen
    Esteemed Contributor II
    3 months ago
    Does it look like this? If so, there should be a green service and broadband light too. Something must have happened to either the fiber wire or light signal going through it. You need a technician. There shouldn't be a charge as the ONT and the signal going to it is Cox's responsibility. Do you know if anyone else around you is also offline?
neostinbuck
New Contributor II
3 months ago
Problem solved, technician said it was a bad fitting on the outside that just need to be replaced.