Forum Discussion

New Contributor

4 years ago

Intermittent disconnects, usually in the evenings

Hello, I have been having intermittent loss of internet service multiple times nearly every day. The log from my Netgear CM1200 shows cycles of the following messages, repeating in some combination e...

Moderator

4 years ago

Hi RExG,

As a test, I recommend connecting only one device directly to your modem. No WiFi connection, use only an ethernet cable and one computer connected directly to your modem. Unplug the power cord to the modem, and turn off the computer, not a restart. Once you have everything off for about 1-2 minutes, plug the power cord back into the modem and wait 1-2 minutes for the modem to recycle, then when you see the online light is lit, turn the computer back on. After the computer is back on the internet maintain this configuration for an amount of time to see if you are able to maintain a stable internet connection. If after a sufficient amount of time has passed and the connection looks good, add back the Wifi router and restart all equipment. Continue testing with the same computer and only one computer and see if the connection seems stable.

If all continues to work well, then start adding additional devices one at a time until you see any issues arise. This may help you isolate the issue and it may help to determine the next steps.

Feel free to let us know about your progress. We are here on the Forums 24/7 for assistance.

Thank you,

Mike J.
Cox Support Forums Moderator

RexG
New Contributor
4 years ago
Thank you for the reply, michaelj. I may try that procedure sometime this week, but it involves some rather drastic downtime, and given our dependence on the internet for so many home devices and WFH activities, I'll need to time it properly.

Are you proposing this because you suspect my Wi-Fi or one of my devices is causing the connection loss / modem reboots? Are there any logs or other indicators that might point more directly to an offending device?

Keep in mind also, we were having these same problems with the COX Panoramic modem that had built-in Wi-Fi, so I doubt it's my new modem or Wi-Fi setup. Thanks again!
- MichaelJ
  Moderator
  4 years ago
  RexG,
  
  It is the simplest and most direct way to test your internet connection by removing any intervening devices and seeing what happens when you are only dealing with one device at a time. if you continue to experience intermittent loss of internet service multiple times throughout the day, then I suggest scheduling a tech to come out. The tech can check the interior wiring and outlets as well as test for issues outside the home. Check your logs after the restart and a few minutes into the testing and thereafter as you add a device back to your network. If you detect a significant change when you add a device, take it off the network and restart the modem, then continue from there.
  
  With 30+ WiFi devices on your home network, you may want to think about contacting our Cox Business Services to see what solutions we have for that number of concurrent devices being used. Here is the contact information in case you are interested: www.cox.com/.../contact-us.html or call us at 1-866-743-7741.
  Sales Support Phone Hours: Mon - Fri, 8 am - 6 pm PT and Sat, 8 am - 12 pm PT.
  
  Thank you,
  
  Mike J.
  Cox Support Forums Moderator
  - RexG
    New Contributor
    4 years ago
    Thanks for the quick reply, michaelj! When you say I should have a tech come out, how would I request that? We did have a tech come out, but he was not helpful (see the "Additional Background" in my original post) and he did not want to examine anything about my wiring (even though I have signed up for the enhanced support service; I forgot what that's called, but it costs me $5/month). If I can be sure to get a "level 2" / advanced tech who is able to do the things you suggest, I'd be gung-ho to request that kind of visit. Thanks again for your help.