Forum Discussion

Caleb_B's avatar
Caleb_B
New Contributor
4 years ago

Internet Connection Keeps Dropping

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 am having the exact same issue.  Some days everything is fine.  Days like today, it drops every 20 minutes on the nose.  And does this for 10 or so times before it seemingly comes back to normal.  Its always in the middle of the day when I am attempting to work (WFH).  Cox support has advised me to check the coax cables multiple times, check the connection.  I was told my modem was too old, and to replace that.  I did, with a NetGear modem that literally has Cox logo on the box.  Kept happening.  They told me my router was too old, and to replace that.  I did, with a NetGear router.  Now, about every other day, the series of events keeps occuring.  Everytime I contact cox, they start with the same series of questions.  They eventually tell me that its a third party modem and thus I need to contact their support.  When I ask if they see the logs for how often their is a disruption, they tell me that they don't have access to those logs.  It maybe the most frustrating customer service ever - especially, when you come onto the forums and there are post after post with the exact same issue.  Why not just tell me that the nodes are full and they are upgrading?  It would have saved me $300 in upgrades, but alas, this is not what Cox is about.  For the people in this forum, did you get any help solving the problem?  Did the IT tickets referenced by the moderators actually resolve it?  I'm going insane trying to work and have everything stop so often.  

  • We are having  the same issue. Cox keeps telling us "our equipment shows as poor". Some days drops a lot and others runs ok. We upgraded to an ARRIS SURFboard SBG8300 DOCSIS 3.1 Gigabit Cable Modem & AC2350 Dual Band Wi-Fi Router, Approved for Cox, Spectrum, Xfinity & others (black) still same issues.   We had a tech come out and tape some wires at the road saying hopefully this helps. Now they refuse to send someone out again to look at the wires. They are telling us we need to pay to have someone come out. AWFUL since we have no other internet option in our area.

     

    • BrianM's avatar
      BrianM
      Moderator
      There is only a charge if the modem itself (since it is not Cox's) or any internal wiring is the cause without the complete care plan. The signal to your modem looks pretty good, I'm wondering if you may be running into wireless interference with other wireless networks nearby and the wireless is dropping. You may want to try changing the wireless channels that your modem uses and also try to connect to the 5Ghz network if you aren't already instead of the 2.4Ghz network, as it would be less susceptible to interference.

      Brian
      Cox Support Forum Moderator
  • toc001's avatar
    toc001
    New Contributor

    Same here in AZ. I've reset twice. First noticed problem when my Nest kept disconnecting.
    I have no splitters. Cox Tech did the original install and I haven't touched or changed my system since other than plugging in ethernet cables for TV and DVD players.

    Probably needs firmware update.

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      @Toc001

      Are you have this issue on your wireless or hardwired devices? Also, do you have a router hardwired to the panoramic modem?

      Jonathan J
      Cox Moderator