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USMA56795's avatar
USMA56795
New Contributor
9 months ago
Solved

Internet disconnects for 10-15 seconds several times an hour.

I'm using an Arris SB8200.  For the past week or so, the Internet cuts out for 10-15 seconds several times an hour.  I've run a recurring ping and it shows it dropping on the first hop from my router.  It's not a Wi-Fi issue--I'm on Ethernet--and it impacts multiple devices.  I've power-cycled my cable modem, factory reset it, etc. but still have this issue.


  • I would schedule a technician. It might actually take a couple technicians to track down the problem. If it's related to the upstream OFDM channel, that is a very new problem so most Cox employees don't know about it yet. I suggest emailing Cox cox.help@cox.com with your account info and a link to this thread.

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    • USMA56795's avatar
      USMA56795
      New Contributor

      I can't login to my cable modem.  I can factory reset it, but when I login with the default username and password it brings me to a "change password" page.  When I change the password, it returns an error that says "Device failed to update password."

      My guess--and it's just a guess--is that Cox flashes the firmware via the coax when I first plugged it in, and did so in a way that prevents subsequent password changes.  But without that, there's no way for me to login to the admin console.

      Edit: That's interesting.  Having multiple numeric characters apparently doesn't work.  I figured out a combination of characters and one numeric character that does.  Let me look through the logs...

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Honored Contributor III

        Don't post the logs without removing the modem MAC address from it.

    • USMA56795's avatar
      USMA56795
      New Contributor

      Downstream QAM256 are between 8.1dBmV and 15.8dBmV with SNR/MER at 40.7 to 41.4 dB.
      Upstream SC-QAM are at 36.0 dBmV.

  • Darkatt's avatar
    Darkatt
    Valued Contributor III

    If your internet disconnects for 10-15 seconds, it sounds like WiFi interference. If the modem actually went offline, it would take much longer for it to re-sync. What router are you using, WiFi modem/Pano, or your own?

    • USMA56795's avatar
      USMA56795
      New Contributor

      I'm on Ethernet.  It's not WiFi.  I've also run a continuous ping and it drops one hop after my 192.168.1.1.

    • USMA56795's avatar
      USMA56795
      New Contributor

      Downstream QAM256 are between 8.1dBmV and 15.8dBmV with SNR/MER at 40.7 to 41.4 dB.
      Upstream SC-QAM are at 36.0 dBmV.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Honored Contributor III

        Downstream is a little high and upstream is a little low but nothing really worrisome. How are the logs?