Forum Discussion

kthomson23's avatar
kthomson23
New Contributor
7 years ago

Need Help

Recently moved to Arizona, got Cox as a provider. Ever since our internet get first setup by a Cox technician (whom left me with terrible signals and later had to get lines redone) I've been having this terrible problem where only my internet will turn off on its own.

The modem is the TG1682 Panoramic bullcrap

Every few hours the modem will do a self restart I guess, and there is a 50/50 chance where it will come back Online. I learned the fastest way to get it back online is disconnect/reconnect the coax cable alone.

This is incredibly annoying since you feel you cant do anything for a long period of time on the internet cause you are waiting for it to reset...

What information do I need to provide to have intelligent forum members help me instead of useless Cox support?

I know I have an attic, I know there is a main panel outside, I know my bedroom(where the modem is) shares a coax splitter with the room right next to me(which has a secondary DVR)

When the first Tech came I was getting -3 to 4 signal and maybe worse. The second Tech noticed something was wrong and he ran a new line in the attic somewhere and now my signals are around 0.

Thank You

  • kthomson23's avatar
    kthomson23
    New Contributor
    7 years ago

    Ok I got my first of many random disconnects now even with this change. Here is a picture of the Event Log, the signals are about the same as last picture (-4 to -5)(because im using a splitter in my living room).

    I think I'll get a Tech out here asap until I get my personal modem.

    Keep in mind, the Event log may show what was happening when I was trying to reconnect manually. Not sure what the maintenance log was about. I have no idea what the issue is.

    https://imgur.com/a/obem2LD

    • Becky's avatar
      Becky
      Moderator
      7 years ago
      Hi Kthomson23, if the random disconnects continue after the service call, please let us know! -Becky, Cox Support Forums Moderator
  • kthomson23's avatar
    kthomson23
    New Contributor
    7 years ago

    Here's an update. Just had a tech come out, he changed a splitter in the bedroom I wanted the modem in. Might've change a few small things but for the most part the wiring wasn't too bad. I got a filter on the back of my modem now. (helps with separating the Internet and TV signals).

    I also changed how the power supply was plugged, might caused the power to overheat somehow.

    Hopefully this disconnecting issue is resolved. Thanks

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