Intermittent modem reboots
I have been having intermittent modem reboots for the last 3 or so weeks. Seems to be happening 1x-2x per day, mostly in the evening between 5-10pm. I previously had a Cisco DPC3010 modem that had zero issues for the last 6 years. At Cox's suggestion, I purchased a new modem and installed it 2 days ago (Surfboard SB8200). The new modem is having the same issues--random reboots, mostly in the evening.
After a modem reboot occurs and I contact Cox, the support has been less than stellar. All they do is send a reset signal to the modem, and then ask if it is working. Of course it is working--it was working when I contacted you! The problem is the intermittent reboots that I can't predict and only last a few minutes. Since they don't see any issue at that time, they declare they can't do anything. Additionally, on one of the tech support chats, I asked the tech (James W) not to send a reset signal since I was working online and needed to complete something before losing the internet, and he sent the signal anyway, causing me to lose 45 minute of work. He then cowardly disconnected from the chat.
I spoke with Arris tech support, and they believe it to be an issue with Cox on the upstream channel power levels. My upstream channels are between 35.0-38.0 dBmV, and they stated the acceptable range must be between 45-51. He stated at lower levels this can cause issues and may cause reboots.
I again contacted Cox, and explained the information I received from Arris tech support. I spoke to a cox "tech support" rep who suggested I upgrade my internet speed to solve the issue. When I asked how this would solve the issue, he couldn't give me a good answer. He suggested that with quicker internet speeds, when the modem rebooted it would only disconnect for 3 seconds instead of 3 minutes..... (eyeroll.....)
He also did a check on the equipment, and said it was working and there was nothing he could do about it. When asked how I resolve an intermittent issue, since they only seem willing to do anything if service is malfunctioning at the exact time I am speaking with them, again I was given no answer and was told there was nothing he could do if I didn't want to upgrade my internet package.
So, how do I get Cox to resolve this? I've had Cox internet for almost 20 years, and have had mostly pleasant experiences, but this last few days is beyond frustrating.
