Forum Discussion

lynmn's avatar
lynmn
New Contributor
3 months ago

Is this Dial-up in Disguise?

I am a new Cox internet customer, and I could not be more displeased. 

  1. The connection drops EVERY single day. Multiple times.
  2. The gateway keeps giving different names to the same devices, apparently not recognizing devices it just added.
  3. Websites load incredibly slowly. The 100 mbps download speed should be adequate for my uses, but nope. Especially not when its own app shows download speeds in the low 2-digits (20 mbps, e.g.).
  4. The gateway loudly whines in a guest room where guests will not be able to sleep.

I can't believe the Phoenix area offers so few options for high-speed, high-quality internet at decent prices.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    3 months ago

    Welcome to the forum. I am not a moderator or employee. Just a user who helps for fun.

    1. Both wired and wireless connections? When it happens, does the light on your gateway change? If you have an older gateway with multiple lights, which lights are on?
    2. Does it only happen to android and iOS device? If so, those devices use random MAC address to avoid being tracks across networks via MAC. However, this privacy feature breaks the gateway's ability to know which device is which because the MAC address can change, and it changes to a randomized MAC which doesn't even tell the manufacture. What devices and what version OS for instruction.
    3. What does speedtest.net or fast.com say? With speedtest.net, there should be a way to share the results or just copy/paste the result ID they give you along the top after the test. Make sure to test on a wired/ethernet connection. Are you saying Cox's own speed test said 20Mbps? If so, did it show both Cox > gateway vs gateway > device speed? Last, check your link speed. Windows key + R > NCPA.CPL > Right click which ever adapter you are using and left click on status > speed. If it isn't gigabit, something is wrong with the ethernet or the port on the PC/gateway.
    4. Only thing I have heard that fix that is to try swapping the gateway out at a Cox store. The gateway is known to put out a lot of heat, so the new ones have fans. Since the fan is running a lot, it wears out soon I think, causing the noise. Since the gateways are furbished, you are probably inheriting a previous customers problem. Seems they don't take the noisy boxes out of circulation during refurbishment. Maybe because it saves them money. Not sure.

     

    Based on your answers, I can help you see your signal levels from the gateway but won't go into that until I think it is required. What model gateway do you have? See here for types. Any of them should work for 100Mbps but I want to see if you have a DOCSIS 3.1 model because that has different signal requirements.

    Also, have you considered buying your own modem and router instead of paying Cox for the gateway? It wouldn't help issue 1 and 3 but could help with issue 2 and 4. On top of that, retail routers have better hardware, more features, is a smaller target to hackers, easier to upgrade, more choices for both routers and different firmware, etc. Really the only thing you get using Cox's gateway is their support (which isn't that great IMO) and the ability to tie into their ecosystem for things like wireless TV boxes, homelife, and the Panoramic app. Main issue I use a retail router is so I can control when I upgrade the firmware and to what. Not long are some updates bugged, but I can download them directly from the manufacture instead of having to go through Cox's firmware testing group, which can both delay an update or outright deny it if it causes problems with Cox's network. So an important security update may not be sent out because it is included with an update that causes problem. Last, you can use 3rd party firmware like dd-WRT or Tomato. 

    • lynmn's avatar
      lynmn
      New Contributor
      3 months ago

      Thanks for these helpful diagnostic questions.

      1. No wired connections, so can’t compare. Just one light on the top. Remains white and steady even when devices say no WiFi. It’s a CGM4141 Cox gateway.
      2.  No Android devices. Mac Sequoia, iOS 18.3.1, Samsung TV, LG TV.
      3. Today's reliability seems better than the first two days. I did observe that the Samsung TV was jumping on to another condo's network--that alone may have been the problem. I've taken care of that. Anyway, I'm getting 100-120 mbps even on wireless with multiple connections, so fingers crossed it'll stay that way.
      4. I'll try to get the gateway swapped out, and if that doesn't work explore compatible modems.

      Again, thanks for the thoughtful response.

       

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        2 months ago
        1. If the connection is dropping and the light doesn't change, it's probably not your Cox internet connection having a problem, but the wifi connection between you gateway and devices. The first thing to do is test with a wired connection. If you don't have any devices with ethernet, I suggest buying a USB/lightening> ethernet adapter. Not only will this allow you to isolate the issue, but it will allow you to get online when your wifi goes down or you are somewhere that doesn't have wifi. Second thing to do is use a wifi analyzer on a device (like your phone) to see if other people around you are using the same wifi channel. See here on how. If so, I suggest getting your own modem and router. Cox's gateway is really bad at handling wifi channel issues. I could go into why, but it's not important. Main point is if you live somewhere with a lot of wifi networks around you (like a condo), Cox gateway is bad. Getting your own also saves you on monthly charges. 
        2. What devices are mis-reported by the app? All of them? The TVs shouldn't have randomized MAC so I don't see why they should be affected. For iOS though, see here.
        3. Why would the Samsung TV change what network it's connected to. If your network goes down, the TV should just disconnect. Not like they use a wifi profile because it's not like people are moving TV's around to connect to different networks. What model TV do you have? What network did it connect to? How did it get the password?
        4. Not modem, modem and router or modem/router combo, preferably the former. The modem part turns the coax signal to ethernet via DOCSIS. See here for a list of compatible modems. I suggest the Arris S33/34 if budget isn't as much a concern. The router takes the 1 public IP bridged through the modem and uses NAT to create the multiple private 192.168.0.x IPs used by your devices. The main problem with the gateway is its automated systems like channel/mode/band steering. However, with automation comes lack of control. All the routers in your condo are constantly changing what wifi channels they use and like a radio station interfering with another, you have problems. The only real solution is to use a band (5Ghz or 6Ghz) that isn't used as much, find a wired solution (ethernet or MoCA), or come to an arrangement with the people in the condo about who uses what channel. That is where having your own router comes into place. However, everyone would need their own router if using Cox, to make that possible.
  • Darkatt's avatar
    Darkatt
    Honored Contributor
    3 months ago

    Wireless devices will run slower than wired/ethernet devices. The farther away, and the greater number of solid objects there are between the modem and the device, the slower it is. If the solid object is dense, plaster wall, hardwood, bricks, appliances, it gets MUCH slower. Wifi is a straight shot, A to B. That means the more the signal is blocked, the slower it is. 

    When you lose internet, does the light on the top of the modem change?