Forum Discussion

tjvbull's avatar
tjvbull
New Contributor
2 days ago

Frequent disconnects

Hello,

I have been having frequent disconnect issues with my cox service affecting both wifi and hardwired devices.

I have contacted customer support, which involves them rebooting my router, which if that's all it took I'd have resolved this issue when it first started.

Does anyone know if these panoramic routers have issues with memory leaks, or is it more likely that the issue is with the lines themselves? I tried to get a tech scheduled, but the times a tech could come out do not work for my schedule as I have to commute to and from work so I am not available from 10am-7pm during the weekdays.

Also, is there a difference in tech support capability when using different methods? Chat seems incapable of anything but rebooting and offering a tech. Can phone operators for tech support actually look at anything with the router such as system logs to see if I am encountering memory leak issues on my device? I prefer to keep interactions brief with tier 1 tech support because if i can resolve it on my end via basic troubleshooting I wouldn't be reaching out, and I'd like the shortest path to getting it resolved.

frequent disconnects
  • tyalbright's avatar
    tyalbright
    New Contributor
    2 days ago

    My Cox router gets auto rebooted every day when they have an outage.  Sometimes several times a day.  About ready to try someone else again.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      2 days ago

      Unless you are in OKC, make your own post with details. Do you have a Panoramic gateway? If so, post the signal levels are per instructions below. Also, are they declared outages or just lack of service?

  • tjvbull's avatar
    tjvbull
    New Contributor
    2 days ago

    Can I actually log into the gui on the panoramic? I didn't think I could since that's what I'd heard. I'll see about checking that out in a bit, and next time it happens I'll be sure to pull that up. Thank you for that!

    Yeah, I had hoped chat was just phone without having to be on the phone but it makes sense they're the lowest level. I'll be sure to avoid them at all costs.

    A tech hasn't been out since I've lived in this apartment. My schedule doesn't work for their times lots, but I might take a day off just to ensure I get a tech out. I had hoped that chat could see wan uptime to see if there was a difference in system uptime and Wan upti.e since that's the easiest way to see if I've had drops, and really expedites things, but they just wanted to reboot the router, which clears any useful surface level info for troubleshooting. Issues started probably about half a year to a full year ago, but in the recent mo.ths it's just become way more noticeable. Couple disconnects a week is understandable, 3-5 a day is much less so. I'm unsure how the coax comes into the apartment, so I can't begin to comment on that one.

     

    I doubt it is an outage because they're super brief blips, but that's why I think it might be memory leaks so the router just stops routing until it can resolve itself.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      2 days ago

      Yes, unless something changed recently, you should be able to access the GUI. You can't do much via that GUI except look at signal levels though. Most of the features are only configurable via the Panoramic app.  One of the many reasons I don't like the gateway.

      Oh, so you live in a apartment? That is tricky because there is a lot of finger pointing between who pays for the wiring in the building but outside your apartment. You may also share your signal with other apartments in the building, which not only lowers your signal strength but allows for more ingress/back feeding from other people's connections.

      I would check how the wiring is done for your building. Also, ask other residents around you to see if they are having problems too. I will know whether a wiring problem is to blame after seeing the signal levels.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        2 days ago

        Something else to check while you are in the GUI is Troubleshooting > Logs > Event logs, but I hear some models/firmware doesn't record the logs or deletes them on reboot. Worth a look though. Don't post the logs unless you edit out the HFC MAC address for privacy reasons. You are looking for anything marked critical like a T3/T4 time out error.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 days ago

    Most service issues are related to the signal coming through the coax for service. Try posting the signal levels from 192.168.0.1 > user;admin password;password > Connection > Cox Network. Scroll down and capture a few screenshots showing the downstream and upstream levels.

    As for different levels of support, yes. IMO it goes Chat < Tier 1(phone) < Social Media Team(moderators here and contact methods in sticky) < Customer Advocacy Group(CAG)(phone) AKA Tier 2. Avoid chat at all costs.

    As for basic troubleshooting, when was the last time a technician was at the house? When did the problem start and anything change around then? Last, how does the coax get from the street/pole to the room the Panoramic gateway is in?

    As for outages. Haven't heard of anything in OKC recently. I heard of issues 2+ weeks ago, but that was a outage that was national. Did you check Cox's outage map?

  • tjvbull's avatar
    tjvbull
    New Contributor
    2 days ago

    Additional information that could be relevant, i am in the okc midtown area, so if there are any known issues with service in this area I'd appreciate knowing. Thank you!