Forum Discussion

thomascampbell's avatar
thomascampbell
New Contributor
5 years ago

Internet Outage for 30 seconds usually once a day - Henderson, NV

A few weeks ago there was an outage in my community.  Before the outage I had rock solid Internet.  Since the outage once a day there is an outage of about 30 seconds.  I contacted support and the st...
Allan's avatar
Allan
Moderator
@Thomascampbell, Your modem is up and running with a good signal and I do not see any unusual latency or packet loss to the modem. What happens when you experience these drops? Do the lights change on the modem or router? Do you get any error messages? -Allan, Cox Support Forums Moderator.
thomascampbell's avatar
thomascampbell
New Contributor
5 years ago

The Router is a Google Mesh router.  The light on it turns red (meaning no internet).  Other devices lose connectivity as well.  Next time it happens I'll check the modem.  Happens daily.  Not the same time either.  It's almost on a 28-30 hour cycle.

  • thomascampbell's avatar
    thomascampbell
    New Contributor
    5 years ago

    Just had another outage.  8:40am Pacific time on 12/13/2020.

    This time I looked at the cable modem and it did a reset.  The power light was on and all the bottom lights were off.  Then the Send and Link lights blinked for a period of time until it reconnected.

    • BenS1's avatar
      BenS1
      Former Moderator
      5 years ago
      @THomascampbell,

      I see a few timeouts on your modem. Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? If so can you bypass the splitter/amplifier and plug it directly into the wall from the modem?

      Ben S.
      Cox Support Forums Moderator
      • thomascampbell's avatar
        thomascampbell
        New Contributor
        5 years ago

        there's no splitter... the Coax is plugged directly into the modem from the wall.  It's a fairly simple setup that goes directly from the wall to the cable modem to the WiFi router.  

  • SharonL's avatar
    SharonL
    Former Moderator
    5 years ago
    Hello,
     
    I am sorry you are experiencing this issue. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.
     
    Sharon
    Cox Support Forum Moderator