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Anesti33's avatar
Anesti33
Contributor
2 months ago
Solved

Google devices (Android 15, ChromeOS) losing WiFi connectivity

Greetings,

Since November 2024 or earlier, two of four devices at home have intermittent losses of WiFi connectivity. We're at a dead-end with troubleshooting, and so is Cox Complete Care. Here are some facts so far:

  1. HP multifunction printer (2011) on Ethernet has no issues
  2. Moto g Play (2021) Android 11 on same WiFi: no issues, no interruptions, fast downloads and streaming.
    1. WiFi connectivity only for this device, which stays at home.
  3. Panoramic WiFi routers indicate no outages. This is the third router we've swapped out with same behavior. Our home connection is DOCSIS 100Mbps with over 10 years of superb reliability.
    1. Router factory-reset has been performed
    2. Configuration to ensure maximum connectivity and minimal complexity
    3. No MAC filtering, firewall interference, or other security blocks are evident
    4. 3 types of system logs indicate no relevant entries
  4. 96% uptime on the WiFi connections to the Google devices. This is an intermittent and brief interruption.
  5. The main symptom is a notification: "<SSID> has no Internet access" which will persist awhile, then the device may dissociate entirely from the Panoramic WiFi signal
  6. On the Pixel 8 Pro, Cox Mobile data is reliable and operating correctly for Internet access
    1. Several Android updates since this issue began, possibly as early as Android 14
    2. Several [private] DNS configurations have been tried, with no relief
    3. Pixel phone generally exhibits the same glitch at same time as ChromeOS
  7. On the Acer Chromebook, Ethernet connectivity is reliable and uninterrupted at these times
    1. WiFi configuration has been modified and reset in every imaginable permutation

Cox Support was unable to disable IPv6 or otherwise simplify the variables so that more troubleshooting could proceed. I told them, if a technician was dispatched, that they'd find no issues, because this is intermittent, and doesn't seem to be a Cox Equipment issue at all.

So Google's OS between 13-15 somehow incompatible with Cox Panoramic WiFi. Here are some hypotheses:

  • Dual-stack IPv4/IPv6 is very problematic for any customer or any service provider.
    • Google's "Internet access detection" may be deceived by poor connectivity for one protocol.
    • Not all sites/apps have dual-stack connectivity, but is Google checking something specific?
  • DNS always suspect.
    • Disabled/re-enabled Private DNS.
    • DNS is dual-stack as well; see above.
    • Surely Google's access test relies on DNS in some way.
  • All the custom settings applied locally.
    • Why is connectivity excellent, 96% of the time when we're not tinkering with it?
    • Devices updated, settings reset, routers swapped; no relief from configuration tweaks.
  • Malware/threat detection by Cox network?
    • Locking out the WiFi connection in a reaction to a threat from customer's network, but why is Ethernet unaffected?
    • No warning emails or comments from tech support?
  • Radio-interference issues
    • This is a dense multifamily housing community.
    • Congested 2.4GHz WiFi band was disabled with no change in symptoms.
    • Android 11 has no issues, and streaming is normal, and download speeds are fast, with full bars.

Next steps, I'll follow up with Google Support, increase WiFi logging on the Pixel phone, and wait for another glitch.

wifi 6
  • ExtraChrispy's avatar
    ExtraChrispy
    2 months ago

    I'm just a guy that owns an IT Managed Services shop that focuses on providing contract outsourced IT infrastructure, support, and compliance services.  I'm not actually having issues myself but I've used Google devices on Cox Internet and not experienced issues to the extent that you've reported.

    I can report however that Google devices by way of the features I've suggested tinkering with amongst others, have a curious way of dickering with tried and true principles of Internet connectivity in the name of privacy but in my opinion cause problems.  To this day, it still upsets me that Google devices prioritize external DNS over anything you may have configured internal making it very difficult for things like Android phones to see services you may have internally hosted and no amount of custom configuring your network infrastructure will correct said behavior.

    But on that topic, I will also say that the Cox Pananorama wifi gateways have been known to tinker with the connection in similar ways.  I believe WAN isolation is enabled by default which will make things like Nest devices not see each other.  On that note, you may want to explore the security features in your Cox Wifi app further and see if anything could be going on there.

  • ExtraChrispy's avatar
    ExtraChrispy
    Contributor III
    2 months ago

    By chance do you have Private DNS and Adaptive connectivity enabled?  I could see both of those causing network connection problems.  I have those both off on my Pixel 8 Pro and no issues.

    • Anesti33's avatar
      Anesti33
      Contributor
      2 months ago

      Why do you ask, ExtraChrispy; did you suffer the same intermittent denial of service, and searching the forums, found this thread, in order to share your success in solving this intermittent connectivity issue that is neither caused nor resolved by changing my configuration?

      • ExtraChrispy's avatar
        ExtraChrispy
        Contributor III
        2 months ago

        I'm just a guy that owns an IT Managed Services shop that focuses on providing contract outsourced IT infrastructure, support, and compliance services.  I'm not actually having issues myself but I've used Google devices on Cox Internet and not experienced issues to the extent that you've reported.

        I can report however that Google devices by way of the features I've suggested tinkering with amongst others, have a curious way of dickering with tried and true principles of Internet connectivity in the name of privacy but in my opinion cause problems.  To this day, it still upsets me that Google devices prioritize external DNS over anything you may have configured internal making it very difficult for things like Android phones to see services you may have internally hosted and no amount of custom configuring your network infrastructure will correct said behavior.

        But on that topic, I will also say that the Cox Pananorama wifi gateways have been known to tinker with the connection in similar ways.  I believe WAN isolation is enabled by default which will make things like Nest devices not see each other.  On that note, you may want to explore the security features in your Cox Wifi app further and see if anything could be going on there.

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    2 months ago

    IPV4 and IPv6 isn't the issue. Depending on your devices, it could be several things. First, ensure your pano router is out in the open, NOT in a smartbox, NOT behind anything, (Especially a TV), and not UNDER anything. It HAS to be in the open, and raised as high as you can place it, so that it reduces the number of objects that are physically between the router and the device trying to reach it. 

    • Anesti33's avatar
      Anesti33
      Contributor
      2 months ago

      >> IPV4 and IPv6 isn't the issue.

      Darkatt, please tell us in this thread, before posting again, whether you are affiliated with any provider of network services, a provider of mobile wireless services, a provider of IPv6 transit or routing services, a provider of Home Internet services similar to those provided by Cox Communications? I'm curious why you keep responding to my threads and shooting down my diagnoses and ignoring the OP?

      >> IPV4 and IPv6 isn't the issue.

      We haven't ruled out dual-stack IPv6 anomalies. The main issue may be Google's own methods of detecting "Internet Access Available" or something, and Google's nearest datacenter to me is hundreds of miles west of here, in another state. Dual-stacking IPv6 is a huge problem for consumers and service providers alike; here's an outdated but informative link: 

      The main trouble with troubleshooting dual-stack is that IPv6 cannot be disabled anywhere in the network. I asked Cox who can't disable it over there. Not on the router. Not on any of my devices. IPv6 is forced-on and co-existing with IPv4, including DNS servers: who knows how they flake out. I've often personally traced flaky network errors to IPv6 being broken, firewalled, or IPv4 suddenly failing when IPv6 was also in-use. All we can do for now is ensuring there are no IPv6-only blocks or firewall rules, or routing that could be causing anomalies. Most people don't realize that there are now two paths to the Internet and modern devices are trying to juggle both at once, while network administrators must configure them separately and uniquely.

      There is no WiFi reception issue. Please refer to the original post. The WiFi is 5/5 bars, fine 96% of the time and 100% of the time, 5/5 bars always, on the Motorola Android 11 phone. There's no issue with the WiFi connection itself. The LAN is fine and healthy.

      >> your pano router

      My apartment is less than 700 sqft. Reception issues are nonexistent here, and I've been 52 years a member of an amateur radio/DXing family, so I'm familiar with issues of RFI. There may be congestion and that's why I've disabled 2.4GHz, because 5GHz is quite clear on most/all channels. All of your helpful suggestions are already implemented and not mentioned in the OP, because we've ruled out reception issues already. Thanks! I stopped studying for my FCC license, because I'm quite uninterested in radio comms, except as a consumer and troubleshooting them with qualified professionals at Cox Communications.

      It's Internet Access issues between each of two Google devices and wherever Google's trying to reach.

      • Darkatt's avatar
        Darkatt
        Honored Contributor
        2 months ago

        I worked for Cox for 16 years, the bulk of it in Data Tier 2. During that time, myself and Leland, wrote ALL the troubleshooting documentation for the Cox Home networking, including multiple routers and operating systems. While I haven't used the Cox App for Pano modems in several years, there USED to be a way to disable IPv6. 

        Prior to that I worked as an L2 for Dell, and prior to that Head of field engineering for a data processor, responsible for over 5000 pieces of equipment in the field. I hold certifications in Novell, Micom, Bay Networks, Newbridge Mainstreet, Cisco, Microsoft MCSE, Okidata, Symplex, Gandalf and several others. During that time, I was responsible for network design for both LAN and WAN networks. I also was a beta tester for several companies, (Somewhere I think I still have an old Linksys WAP 11).

        The reason I do not believe it's an issue with IPv6, is you would have the same problems across all of your Google OS style devices, as they utilize the same code for networking. If one exhibited the issue, they all should. Since that isn't the case based on the OP, we have to focus on the devices that have the issue, and determine what is different in their usage vs the other devices. I was looking at the WiFi, since it's possible the devices were being used in differing areas of your apartment, and that can lead to variances in WiFi reception as well as differences in emi or rf interference. 

        BTW, WiFi in apartments are well known to be affected by neighboring apartments due to thin walls and large numbers of people with wireless devices in smaller areas causing congestion. This could lead to devices in certain areas of your apartment to getting a burst of noise, causing data transfer problems, but remaining connected to your WiFi, and receiving an error that you mentioned, connected to SSID, no internet, and then disconnecting from WiFi. IF this was an IPv6 Dual-Stack issue, it wouldn't affect WiFi connectivity from device to router which is separate from internet connectivity. All of which again, leads me to emi/rf or signal issue.