Forum Discussion

pm74073's avatar
pm74073
New Contributor
2 months ago

Intermittent wifi.

Changed to a wifi supported box for the tv 2 or 3 months ago and it has been nothing but problems. The TV just goes blank 4 or 5 times a day. Each time I get on the Cox app and check the internet speed. It shows that I am 119% good on my speed, but shows it cannot connect to any of my devices including the TV. Rebooting Panoramic wifi box sometimes helps. I live in Claremore Ok. This has been going on I think 6 weeks or more. Any suggestions???

  • Hello. I'm sorry to hear you have been having trouble with your cable boxes in this matter. We would be happy to look into this for you and address your concerns. When you have a moment, can you please email cox.help@cox.com with name, address, and link to forum thread so we can assist? You can also reach us on Twitter/X at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.  

  • rmgerrmann's avatar
    rmgerrmann
    New Contributor II

    I have the same issues with my internet. Packet loss, speeds drop by 30x and I have to reset the modem. Broken Arrow.

    • ldrue1228314's avatar
      ldrue1228314
      New Contributor

      It sounds like there might be an issue with the connectivity between your Wi-Fi-supported TV box and the Cox Panoramic Wi-Fi system. The fact that rebooting the Wi-Fi box temporarily resolves the issue suggests it could be related to network stability or compatibility. Here are some targeted suggestions to help address the problem:

      1. Wi-Fi Signal and Connectivity

      • Check Signal Strength:
        • Ensure the Contour box has a strong Wi-Fi signal. If it's far from the Panoramic gateway or there are walls and other obstructions, consider relocating the box or using a Wi-Fi extender.
      • Reduce Interference:
        • Other electronic devices (like microwaves, cordless phones, or Bluetooth devices) can interfere with Wi-Fi signals. Minimize interference by moving the gateway or box away from such devices.

      2. Update Equipment Firmware

      • Contour Box Updates:
        • Ensure the TV box has the latest firmware. Cox typically updates equipment remotely, but you can contact them to verify the status.
      • Panoramic Wi-Fi Gateway:
        • Verify that the gateway's firmware is updated. If not, Cox support can assist with updating it.

      3. Test Internet Stability

      • Speed Test:
        • Run speed tests at different times to confirm consistent download/upload speeds. Use a wired connection to compare results.
      • Packet Loss:
        • High packet loss could be causing the disconnects. Cox support or tools like PingPlotter can help test this.

      4. Adjust Settings for Wi-Fi Devices

      • Separate Bands:
        • Many gateways broadcast 2.4GHz and 5GHz bands. Try connecting the Contour box to the 5GHz band for better speed and reduced interference.
      • Static IP Address:
        • Assign a static IP to the Contour box to ensure a stable connection and prevent DHCP issues.

      5. Reboot and Reset

      • Panoramic Wi-Fi:
        • Reboot the gateway periodically (unplug for 60 seconds and plug back in).
        • If issues persist, consider performing a factory reset and reconfiguring the network.
      • Contour Box:
        • Restart the TV box or perform a factory reset to clear any persistent issues.

      6. Alternative Solutions

      • Ethernet Connection:
        • If feasible, use an Ethernet cable for a wired connection. This eliminates Wi-Fi-related issues entirely.
      • Replace Equipment:
        • If the Wi-Fi-supported box continues to fail, ask Cox to replace it with a model that supports a wired connection or has better Wi-Fi stability.
      • Upgrade to a Mesh System:
        • If your home has coverage dead spots, a mesh Wi-Fi system may improve connectivity for all devices.

      7. Escalate to Cox Support

      • Request Advanced Technical Support:
        • Insist on speaking with a senior technician or escalation team. They may perform advanced diagnostics to pinpoint the issue.
      • Ask for Compensation:
        • Given the extended duration of these issues, request billing credits or other compensation for the inconvenience.

      8. Monitor for Area-Wide Issues

      • Outages or Maintenance:
        • Check for service interruptions or maintenance in your area (Claremore, OK) via the Cox website or app.

      If these steps don’t resolve the problem, let me know, and I can help you troubleshoot further or draft a detailed message for Cox support.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II

    Do you have any issues with the internet or is it just TV? You posted in the internet section. How are wired connections?

  • I'm sorry to hear about the ongoing issues with your TV service. Let's explore some potential causes and solutions to address the black screens and buffering problems you're experiencing with your Wi-Fi-supported Contour box.

    Potential Causes and Solutions

    1. Wi-Fi Signal Strength and Interference:
      • Cause: The Contour box may be experiencing weak Wi-Fi signals or interference, leading to connectivity issues.
      • Solution: Ensure the Panoramic Wi-Fi gateway is centrally located and elevated to minimize obstructions. Consider reducing interference from other electronic devices and, if necessary, explore Wi-Fi extenders or mesh systems to enhance coverage.
      • Network Congestion:
      • Cause: Multiple devices using the internet simultaneously can strain bandwidth, affecting streaming performance.
      • Solution: Monitor and manage the number of devices connected to your network, especially during peak usage times.
    2. Equipment Compatibility:
      • Cause: The new Wi-Fi-supported Contour box might have compatibility issues with your existing network setup.
      • Solution: Verify that the Contour box is properly configured to connect to your Wi-Fi network. If issues persist, consider discussing with Cox the possibility of reverting to a wired connection or exploring alternative equipment options.
    3. Firmware or Software Issues:
      • Cause: Outdated firmware on the Contour box or Panoramic Wi-Fi gateway can lead to performance problems.
      • Solution: Ensure that both the Contour box and the Panoramic Wi-Fi gateway have the latest firmware updates. Cox can assist with verifying and updating firmware if needed.

    Recommended Actions

    1. Relocate the Contour Box:
      • Action: If possible, move the Contour box closer to the Panoramic Wi-Fi gateway to improve signal strength.
    2. Check for Service Outages:
      • Action: Use the Cox app or website to check for any reported service outages in Claremore, OK, that might be affecting your service.
    3. Contact Cox Support:
      • Action: Reach out to Cox customer support to report the ongoing issues. Request a comprehensive assessment of your network setup and inquire about the possibility of scheduling a visit from a senior technician to diagnose and resolve the problem.

    Additional Considerations

    • Alternative Equipment: If the Wi-Fi-supported Contour box continues to cause issues, discuss with Cox the possibility of reverting to your previous equipment or exploring other hardware solutions that might be more stable in your environment.
    • Documentation: Keep a detailed log of the issues, including dates, times, and any error messages. This information can be valuable for Cox technicians in diagnosing the problem.

    I hope these suggestions help improve your TV service. If you have further questions or need additional assistance, feel free to ask.

    • CurtB's avatar
      CurtB
      Honored Contributor

      If you're copying and pasting lengthy content from a website, post a link instead.  If someone wants to read it, they can click the link.  Others won't have to scroll to get past your post.