Forum Discussion

Mischik's avatar
Mischik
New Contributor
19 days ago

Have to reboot modem every 2 days

Hi all

2gb plan 

Upload and download speeds are excellent 

For the last few days, I’ve had to reboot my modem once a day. Sometimes it goes to a red light and other times it stays white but simply doesn’t connect to the Internet until I reboot it. (Or perhaps I’m catching it sooner before it turns red).

No area outages and apparently the modem only logs itself every 2 to 4 hours and shows nothing except on one day it shows that there was degradation but not much else. 

At some point somebody at Support was able to access my logs, but apparently that’s not the case anymore. 
modem is XB8 technicolor v2

firmware CGM4981COM_7.9p11s1_PROD_sey

Stable an entire year before this and modem installed roughly a year ago. No other changes to setup or the home or environment.

Ideas appreciated - this is a work nightmare 

thanks 

 

 

2 Replies

  • DustinP's avatar
    DustinP
    Moderator
    18 days ago

    Hello Mischik,

    I know it's important this is resolved, especially if others are with you working from home. Thank you for these details as well as checking the Cox App for a network alert. You shouldn't have to reset the equipment so often, so that is a sign there is an issue that's impacting either the modem, or the connection to the network. 

    We may need to get some insight on the wiring or if the coax cable is one direct line from outside to the Gateway. Do you know or see if you have a splitter or a signal amplifier attached to the coaxial cable? If you see one, are you able to try to bypass that and have the coax go directly to the Gateway without that connected, then monitor the connection to see if that helps?

    If not, and issues remain, then we may need to see about having a technician visit reserved to get a closer eye on what may be impacting your Gateway's connection. If the Gateway is the issue or something outside, a technician would need access inside and outside the home during a visit. Our forum support has some knowledgable helpers that can chime in on your issue as well. We have a support available to receive you at Cox.Help@cox.com where we'd ask for your information (name, address, and the URL to this forum comment fo yours) for us to aid in reserving a visit if issues remain after troubleshooting.

  • Mischik's avatar
    Mischik
    New Contributor
    18 days ago

    ThanksDustinP​  - I emailed the Help address earlier and they were not able to see my modem… I disconnected one of the coax cables and plugged it back in and they said they could at that point. What I don’t understand is why nobody can access the modem logs. I don’t have a sweater… It’s a pretty clean connection and nothing has changed in the environment.