Forum Discussion

asinine's avatar
asinine
New Contributor
5 years ago

Modem remains connected to Cox, but no data can get through; reset solves the problem

I live in 85020 and have the Internet Ultimate Classic 300 package from Cox.  I do not appear to be anywhere close to the data caps for this plan.  I have a Netgear C7800 Modem/Router combo, purchase...
connection issues
locked
Allan's avatar
Allan
Moderator
5 years ago
Hello. If the modem is not bonding/locking channels properly, that would imply and issue with the signal or the modem itself. I would first check to see if there are any splitters or signal amps on the cable line going to the modem. If so, please try to bypass them and see if that helps. I would also recommend trying a different cable line in the home if you have one. If none of these help, then we may need to send a tech back out to see what was missed. -Allan, Cox Support Forums Moderator.
  • asinine's avatar
    asinine
    New Contributor
    5 years ago

    There is a new splitter on the line which Cox gave to me with my Contour box in April 2020.  I will temporarily remove it and see if that is the issue.

  • asinine's avatar
    asinine
    New Contributor
    5 years ago

    Allan - I moved the modem closer to the wall, cutting out a length of coax cable and a coupler. I’m unable to cut out the splitter because I have a cable box too. The problem has persisted despite the change.  Can Cox check the connection between the junction box in the street and the end of the cable in my house?

    • LisaH's avatar
      LisaH
      Moderator
      5 years ago
      Asinine, the next step would be to have a technician come out and determine what is happening and fix it. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, 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 a service call scheduled. - Lisa, Cox Support Forums Moderator
      • asinine's avatar
        asinine
        New Contributor
        5 years ago

        Ok, I emailed cox.help@cox.com just now.  I hope they call to set up an appointment tomorrow.  The problem is persisting.