internet drop-out

Question

My internet randomly drops out, as well as the phone line.&nbsp; Resetting the modem power does nothing...however I found that by disconnecting and reconnecting the cable&nbsp;to the modem, brings the internet and phone line back up. This is not a one time event. I have done that well over a dozen times!&nbsp; At least 5 techies have been out here.&nbsp; They changed the modem, ran new RG11 from the backyard pedestal to the interface and a new unbroken RG6 line from the interface directly to the modem.&nbsp; Of course when they're here everything is fine. I did think, naively, that with the info I gave them, and what I did and they did, might just help them come to some reasonable conclusion. I'm not about to go into all the technical stuff since I pay them for that. By the way, I have a brand new Netgear AC1750 dual band router although the problem started before that purchase. Any ideas??
Thanks,
Ron

becky · Answer

Hi Capron, signal levels to the modem look fine, but the T3 errors are concerning. I suggest we swap your current eMTA for another device as a test. -Becky, Cox Support Forums Moderator

capron · Answer

Becky,
Thanks for the reply. I'm sorry I don't know what an eMTA is.
I have a Cisco modem DPQ3212 that was replaced by Cox, but the problem I described began with the other modem as well.&nbsp; (Also a Cisco DPQ3212).

becky · Answer

Hi Capron, the Cisco DPQ3212 is an Internet &amp; Telephone modem, also known as an Embedded Multimedia Terminal Adaptor (EMTA). I apologize for the confusion! -Becky, Cox Support Forums Moderator

capron · Answer

Well Becky I guess we all learn something new from time to time.&nbsp; Thanks for the clarification.
I think swapping it out is an excellent idea since one of the techies told me they replaced my other modem with a new "refurbished" model of the same variety. Do you know how I should go about making that happen?
Thanks for the help..very encouraging.
Capron

becky · Answer

Hi Capron, in this case, since your telephone services are also impacted by what might be a defective device, we need to schedule a service call to swap out the modem for you. Email my team at cox.help@cox.com so we can set this up for you. Be sure to include your full name, address, and a link to this page in your email. -Becky, Cox Support Forums Moderator

Forum Discussion

internet drop-out

Related Content

WIFI Router Dropping Out

Internet keeps dropping out

Frequent cable n internet drop out

Internet outage

Internet Issues

Recent Discussions

Download speed drops to ~30mbps on a 500mbps plan daily. Upload speed unaffected.

Service outage

Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability

Internet isn’t working

COx = the Constant Outage network