Forum Discussion

RexG's avatar
RexG
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...
RexG's avatar
RexG
New Contributor

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's avatar
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's avatar
    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.