Forum Discussion

cflorin2's avatar
cflorin2
New Contributor III
5 years ago
Solved

Frequent internet disconnects

I have been experiencing more frequent disconnects with longer down time.  My WIFI shows I am connected to it, but states there is no internet.  I chatted with a service rep who didn’t answer any que...
  • KevinM2's avatar
    KevinM2
    5 years ago
    @Cflorin2, are you experiencing intermittent connectivity exclusively on WiFi or while the device is also hard-wired directly to the modem. Your signal levels look great, and I'm not seeing anything out of the ordinary. If this happens on WiFi, are all devices affected by intermittent connectivity? I am including some additional information on ways to improve your WiFi service:

    www.cox.com/.../fixing-slow-wifi.html
    www.cox.com/.../understanding-speed-test-results.html

    For further assistance, please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
KevinM2's avatar
KevinM2
Former Moderator
5 years ago
@Cflorin2, are you experiencing intermittent connectivity exclusively on WiFi or while the device is also hard-wired directly to the modem. Your signal levels look great, and I'm not seeing anything out of the ordinary. If this happens on WiFi, are all devices affected by intermittent connectivity? I am including some additional information on ways to improve your WiFi service:

www.cox.com/.../fixing-slow-wifi.html
www.cox.com/.../understanding-speed-test-results.html

For further assistance, please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
  • cflorin2's avatar
    cflorin2
    New Contributor III
    5 years ago

    All devices simultaneously.  All are wireless.  When this happens, I see my WIFI signal at 5 bars with the report connected, no internet.  If I wait it out, the service returns.  Reboot of the modem, router, and extender have no impacts.  Another symptom is I only see my WIFI as a choice to select from.  When there is service I can see several other signals in my neighborhood.

    I will read your fixes when I get home, but I have given up on your CHAT so called help line.

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      5 years ago
      @Cflorin2

      If you're still having an issue after trying some of Kevin's suggestions. Please try bypassing the router and hardwired a device directly to the modem to see if you stay connected.


      Jonathan J
      Cox Moderator
    • cflorin2's avatar
      cflorin2
      New Contributor III
      5 years ago

      Ok....reviewed the articles.  There has been no change in my router / extender location in over 3 years.  The disconnects started about 3 months ago.  We can rule out location, frequencies, etc, because I located and tuned to best performance.  The oldest piece of equipment is the COX supplied modem.  The next is a 3 year old modem.

      Bypassing the router increases speed, but limits any other device from accessing the internet, so I don’t see that as being a valid option.  I can do a direct wire to the router, which will check the WIFI.  The connection will be modem - router - laptop via CAT5.  Connections will be 24 inch runs.  I will have all other devices via WIFI.  

      The problems with dropping are during hours when the neighborhood are streaming as many of them have cut cable but are using COX internet.  We have no choice until Verizon runs fiber.

      Does this mock-up meet your needs to eliminate issues on my end?

      • cflorin2's avatar
        cflorin2
        New Contributor III
        5 years ago

        Setup complete.  Hardwire to modem 90 MBPS.  Hardwire through the router 25 MBPS.  Wireless 16 MBPS.  All tests done with the same computer.  Computer in all cases in the exact same location.  Note.  Other devices were on line during all tests except the hardwire to the modem.