Forum Discussion

LarsCoxProfile's avatar
LarsCoxProfile
New Contributor
3 months ago

Modem/Router Combo Internet Issues

Hello, all. I have the modem/router combo unit from Cox, a Technicolor CGM4140COM. 

At seemingly random intervals, my speeds drop to 2% of my plan speed. It doesn't matter if it's my wirred connections or Wi-Fi. This can happen multiple times in a day or not happen for days at a time. Every single chat to Cox has been a horrible experience that leaves me so angry primarily due to a complete lack of ability to read what I type. In some cases, my modem has been reset without my approval causing other issues in those moments as I work from home.

Resetting the modem will fix the issue temporarily ever time. Despite saying this, the reps will always reset the modem, say it's resolved, and to contact again if it happens again. I reach back out and they just loop me around again. Hell, I've even had the speeds drop again within 15 minutes of a reset. 

I don't know what to do at this point as support seems to not care. A friend within a mile of me is also dealing with similar problems, though he could see the Uncorrectable Codeword count in his settings was off the charts. He was even given their newest modem/router combo earlier today and is already experiencing new issues.

I'm hoping someone here may either know the magic words to use to get some actual help or have encountered and resolved this issue.

Happy to provide any details that may help you help me.

 

internet
  • ChrisJ2's avatar
    ChrisJ2
    Moderator
    3 months ago

    Hi, Lars. I'm really sorry for the speed issues you're having. This may indicate a signal level issue, or network congestion. Either way, we want to get it corrected for you. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. Thank you, in advance. 

    • LarsCoxProfile's avatar
      LarsCoxProfile
      New Contributor
      3 months ago

      Last time I tried email, I needed to reach out when the issue was actively occuring (and not resetting the modem) which was difficult to do while working from home. I'll try that anyway though since email did seem to be trying harder than chat and their canned-answers. Thanks, Chris.

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

    When did the problem start and did anything change around then? Also, post your signal levels from 192.168.0.1 > user;admin password:password > Connection > Cox Network > Scroll down and take a few screenshots of the downstream and upstream levels. You will have to scroll over and take several pictures to see all the data.  Last, how does the coax get from the street/pole to the room the gateway is in? Any splitters/amp/filters? Do you live in a house or apartment/condo of some type?

    Also, don't use chat. They are outsourced overseas and are poorly trained. Email or twitter or call in and ask for CAG. 

    • LarsCoxProfile's avatar
      LarsCoxProfile
      New Contributor
      3 months ago

      Thanks for the call-in tip. I have restarted an old email chain thanks to Chris' reply.

      The problem has been intermittent for a long time. To put an actual timeframe on it, the email I previosuly sent was a couple weeks after a chat I had and that was September 2024. I can say with certainty that it had been a problem before that, just less frequently as far as I recall.

      It's a townhouse neighborhood so there is nothing visual that I readily recognize. I know there is a box on the side of my house and I imagine another nearby junction of some sort.

      Signal Levels:

       

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

        Looks like your issue is your second downstream OFDM channel. SNR should be above 36 or in the 40's like the rest of the downstream channels. It doesn't even seem to be reporting the SNR or not locking on. The problem is in the 900Mhz. The ingress could be anything from someone's old cordless phone to cellular. The question is where it's leaking in. How many active outlets do you have in your house? Do you have TV service? Last, do you know if your friend near by is having the same kind of signal issue with OFDM?