It is very random, but my panoramic modem/router will just drop internet connection. This started about 3 months after I started service with Cox. It may happen 5-10 times in a row, or not at all for days. It is very frustrating as I use my computer for work, I've contacted the cox office near me and they show that my modem will randomly disconnect, but they have no clue as to why. When I had my internet set up, the tech had to run all new wiring to my apartment, from the street so I know that the wiring isn't bad. The coax cable seems to be in good condition as well, with no obstructions in the connector.

I've been seeing the same thing recently. Some days are good, others really bad where I have internet connectivity one minute and the next it is gone. I see occasional tears and freezes watching TV through my cable box, too. My work computer will "ding" every time the VPN reconnects and it was doing it all day yesterday.. I've restarted the cable modem and router several times. My main cable line comes into a splitter when it enters the house with one side going to the modem and mini-boxes and the other through an amp to the big cable boxes - exactly as the Cox tech set it up when it was installed.

I am having the exact same issue. I have had 2 techs out, and the last tech said he did everything that he could and that a maintenance team was needed. The maintenance team support ticket was submitted on Friday 11 Dec so I called on Cox support yesterday was on hold for 53 minutes to try and talk to supervisor about the status of the ticket. I got the standard "we are sorry for the inconvenience and are working the matter." Pretty frustrating when I drop out multiple times of every zoom meeting for 3-5 minutes. Definitely not getting the service I am paying for.

@Caleb B, Your modem is reporting some time out errors and these errors can cause intermittent drops in the service. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.

@Carter H, I am truly sorry to hear that you are experiencing this issue and we can look into this for you. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com. -Allan, Cox Support Forums Moderator.

Internet Connection Keeps Dropping

28 Replies

gliznorph
New Contributor II
I've been seeing the same thing recently. Some days are good, others really bad where I have internet connectivity one minute and the next it is gone. I see occasional tears and freezes watching TV through my cable box, too. My work computer will "ding" every time the VPN reconnects and it was doing it all day yesterday.. I've restarted the cable modem and router several times.

My main cable line comes into a splitter when it enters the house with one side going to the modem and mini-boxes and the other through an amp to the big cable boxes - exactly as the Cox tech set it up when it was installed.
- JonathanJ
  Former Moderator
  @Gliznorph
  
  Are you able to bypass your router and VPN just to see if you have the same issue?
  
  Jonathan J
  Cox Moderator
  - gliznorph
    New Contributor II
    It was happening with or without the VPN, it is just that the VPN makes the network drops more obvious. The router shows No internet connection when this happens.
Carter_H
New Contributor
I am having the exact same issue. I have had 2 techs out, and the last tech said he did everything that he could and that a maintenance team was needed. The maintenance team support ticket was submitted on Friday 11 Dec so I called on Cox support yesterday was on hold for 53 minutes to try and talk to supervisor about the status of the ticket. I got the standard "we are sorry for the inconvenience and are working the matter." Pretty frustrating when I drop out multiple times of every zoom meeting for 3-5 minutes. Definitely not getting the service I am paying for.
- Allan
  Moderator
  @Carter H, I am truly sorry to hear that you are experiencing this issue and we can look into this for you. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com. -Allan, Cox Support Forums Moderator.
Allan
Moderator
@Caleb B, Your modem is reporting some time out errors and these errors can cause intermittent drops in the service. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
- Caleb_B
  New Contributor
  No it is a direct connection from the incoming coax.
  - MariaL
    Moderator
    Hi Caleb B,
    
    The modem is reporting an uptime of over 19 days since it was last reset. Let’s power cycle the modem by unplugging the power for at least 60 seconds or until the modem is fully powered on.
    
    Maria
    Cox Support Forum Moderator
dross760
New Contributor
I have the same problem!
- Allan
  Moderator
  @Dross760, Your modem is reporting multiple time out errors. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
Liljonnyk
New Contributor
I am having the same problem. I got this internet less than a month ago and already looking at other providers to get internet through. Not happy with crappy internet for the price I am paying.
- Allan
  Moderator
  @Liljonnyk, Your modem is reporting high amounts of time out errors. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
- Frustrated_in_C
  New Contributor
  Unfortunately we have no other option in our area. Super frustrating for the price we pay I agree with you.
aykim70
New Contributor
Since yesterday, I'm having the same problem. I contacted Cox support many times and reset modem and connect to computer directly but nothing resolves it.
- Allan
  Moderator
  @Aykim70, Your modem is up and running with a good signal at this time. What happens when you lose service? Are you getting any error messages? Do the lights change on the modem? -Allan, Cox Support Forums Moderator.
Gandos123
New Contributor
The general theme with cox is their data servers at generally nodes 2 and 3 are usually severely overwhelmed. You can find tools online for free to diagnose the problem. They can't keep up with demand to upgrade these or choose not to do so. Its more than likely your problem.
- Smorgydorg
  New Contributor II
  Severely overwhelmed? Then it would ALSO affect the download speed. The download speed is completely unaffected but the upload speed is severely tanked for a growing number of people.
fstrgrl77
New Contributor
I am having the same issue! Did you find a solution?
DavidnDiego17
New Contributor
Ok so I am not alone! This is extremely frustrating. Started 2 months ago and can be frequent on some days and than go a few days with no outage. Do I replace the Cox box or cross fingers that I am not charged for a service call for them to come diagnose?
- BenS1
  Former Moderator
  Hi @DavidnDiego17,
  
  I understand the frustration of having an inconsistent internet signal. Make sure you check all of your connections and bypass splitters or amplifiers. If you have done all of these troubleshooting steps you may need to get a technician to come out. If the technician finds problems on our side or with any of our equipment, no charges are levied. When the technician finds that the problem is with your equipment or inside of your home then there would be a charge for the visit. Only the technician can determine if a fee is waived due to an issue caused by Cox equipment or signal delivery. Most service calls are covered if you are subscribed to Cox Complete Care (or more information, please visit us at www.cox.com/.../completecare.html ). You can email us at cox.help@cox.com with your full name and address if you would like us to schedule a technician for you.
  
  Ben S.
  Cox Support Forums Moderator
jocelynw66
New Contributor
I'm having the same issue - have been now for a couple of weeks. I work from home and connect to my company's VPN and i can't tell if it's really my Internet connectivity or my company's VPN but I am randomly, several times a day, kicked off VPN or Zoom calls and then reconnect within a minute or 2. I also see it when I'm streaming live TV via Sling - but, again, not sure if that's Sling or my Internet connection.
- BenS1
  Former Moderator
  Hi @Jocelynw66,
  
  We understand the frustration of having an inconsistent internet signal. When your VPN is dropping are you able to connect a phone to your wifi outside of the VPN to see if that drops at the same time? Is your Sling hardwired and which band is it connected to?
  
  Ben S.
  Cox Support Forums Moderator