Forum Discussion

ViperDrvr's avatar
ViperDrvr
New Contributor
5 years ago

Internet drops multiple times a day............ for past 3-4 weeks.....

Internet connection drops multiple times a day.  SB6190 modem only a couple months old - no change in the lights on the modem but my router (Archer C4000) indicates loss of internet and all devices in home lose internet.  Typically recovers anywhere from 30s to 5 minutes. Cox support has reset the modem several times - no effect.  Had a tech show up today who removed a splitter - was not even on the cable line -  was on an old Dish line leftover from a decade ago - and then cut off and replaced the connectors on the ends of the coax cables.  Didn't make a difference - internet went down 10 minutes after he left........... and several times since.  The cable is a direct run from the box on the house to the modem.  Called support again and ended up scheduling another tech for 4 days from now........  Any ideas?   

  • Mike_Hobbs's avatar
    Mike_Hobbs
    New Contributor II
    5 years ago

    I am experiencing the same issue. Started about 6 weeks ago. Drops connection 4-6 times per day. I can reset modem via the cox app and it works for a while. Can unplug and plug back in the modem and it works for a while.. Have waited for tech support on phone for 4hours. I have waited on the chat feature for 2 hours.

    No one can resolve my issue. One tech blamed it on my modem, Motorola MB8600 DOCSIS3.1. Motorola checked it no issue. Another tech blamed it on overuse from users during pandemic and all working from home. One said trouble in my area and would be resolved next day. I 'm just beyond frustrated paying $175 month for tv/internet and cant stay connected especially since my security cameras are IP based.

    If many users are experiencing this, Cox should correct it or compensate us. This could be a class action arbitration if enough customers get upset and want to push the issue and lawyers get involved 

    .

    • ViperDrvr's avatar
      ViperDrvr
      New Contributor
      5 years ago

      Concur Mike.  When I look at my modems status page I see several downstream channels with very high uncorrectables (greater than 9.8mil), I also see SYNC Timing Synchronization failure - loss of sync which seems to correspond to when I lose the internet.    Beyond frustration - lost the connection at least 15 times today.......... 

    • ViperDrvr's avatar
      ViperDrvr
      New Contributor
      5 years ago

      Or, would just like to talk to someone who understands the system and doesn't go through a script with the standard reset modem and "all is well......"

      • MichaelJ's avatar
        MichaelJ
        Moderator
        5 years ago
        Hi ViperDrvr,
        The forum's members won't be able to assist you with a resolution to the issues you are experiencing. I am glad to hear that you have a tech scheduled to come out. The tech is you best point of contact for service issues of this kind. The tech has access to his support team and his supervisors and can escalate an issue if needed. The tech will also be able to inform you of any next steps that need to be taken towards resolution.

        Please do not hesitate to engage the tech.

        Thank you,

        Mike J.
        Cox Support Forums Moderator
  • ViperDrvr's avatar
    ViperDrvr
    New Contributor
    5 years ago

    Well I couldn't take it anymore.  Continuous drops, kids trying to do online school, can't watch anything without regular interruptions.  I went out in the PHX heat and traced the cable back to the box.  Found a cut in the outer insulation where it had been pinched at the box and corrosion had set in.  I replaced the cable and lo and behold all is well.... no loss of synch, less than 50 uncorrectables on all channels over the past 24 hours, - no loss of internet.  Why the tech didn't see this I don't know but I'm happy it works again - cancelled the tech that was coming tomorrow......   Wish everyone else the same luck....