Forum Discussion

Bnn's avatar
Bnn
New Contributor
5 years ago

Modem losing connection everyday, multiple times. My modem is Arris SB6183 and wireless is Nighthawk.

Modem losing connection everyday, multiple times. I bought a new wireless router thinking that is why I am losing connection and my modem is Arris SB6183 which I purchased 11.19.19 so not even one year! I called Cox, they can't figure it out. Every time I call, the automated message says there is maintenance happening. Then I call again, get through to someone and they tell me that I need to have someone look at the wiring. I called Arris and they said that download power is out of range and need to have Cox reset my modem, which I did through the Cox. Still no help. I am so frustrated. This started three months ago

I have to reset the modem every day and it's the only solution that fixed the problem

  • NoVaWiz's avatar
    NoVaWiz
    New Contributor II

    Same problem, regularly now for over two weeks.  I have done multiple power-cycles, no change.  Cox says not their problem.  

  • JFS's avatar
    JFS
    New Contributor

    I have to reset my modem daily.  My internet slows to nothing or disconnects altogether.  This has been a problem for years--going back to 2015 at least-- and had improved somewhat from later 2019 until March of this year.  I have had multiple calls and tech visits.  It is an infrastructure problem that cox will not spend the money to troubleshoot and or repair.  I have inferred this from customer service managers and onsite technicians from the many calls and many site visits to my house.  I know my equipment is good, tested and and reasonably new.  Repeated calls to tech service put me through the same loop of trouble shooting and ultimately resetting the modem then an attempt to schedule a technician to visit the house.  Tedious and unacceptable are just a couple words that come to mind.  The techs on the phone are not incompetent by any means--in fact they are helpful and polite--but they are limited in the scope of work that they can order.  That is, they do not, as far as I can tell, take your problem higher up the chain to a local manager who will fix the problem.

    • William773's avatar
      William773
      New Contributor II

      I have this problem too. Recycle the modem/Router and it works good for a few minutes. It loses the 5G fairly often but most especially the 2.4 it loses a lot. A reboot will fix for a period of time.

  • Bnn

    I'd like to take a look and see what's happening. Please send an email to cox.help@cox.com and include your full address. Thanks!

    StephanieS
    Cox Forums Support Moderator
  • NoVaWiz's avatar
    NoVaWiz
    New Contributor II

    same problem; different modem, but have been power-cycling it to no difference.  Losing connection, 10-15 minutes, then it comes back.  This is obviously, obviously(!), a Cox problem that they are not owning.

  • AZJV's avatar
    AZJV
    New Contributor

    BNN, try this.Look on the modem itself or download the user manual and see what it says are the power requirements. For example... 12 volts at 2.5 amps. Next unplug the plug in power supply (aka "wall wart"). Are they the same?I just purchased a nighthawk cm1100 and the paperwork says it needs 12v 2.5amps but the supplied power supply is only 1.5 amps. Will it work at 1.5 amps, probably. But it is starting out right at the threshold. As it ages, the voltage could slowly degrade which equals lower power (power=volts x amps). In my career, I delt with low voltage devices and had to replace countless wall warts (to many to count) that looked like they were working, but had actually degraded and were causing weird problems. I just read online about a guy who was also having modem rebooting  problems and he replaced the 12 volt p.s. and all his problems cleared up. It is worth a try for all of you out there having this same issue. I was shocked to see that my new modem had an undersized power supply right out of the box.