Forum Discussion

abd4137's avatar
abd4137
New Contributor
2 months ago

ONT Red Alarm Light On and No Internet

Internet was working fine when we went out to dinner. Came back and no Internet. Red alarm light is lit up on the ONT. Rebooting via cox app was unsuccessful. Fully powercycled by unplugging and plugging back in about 10 times. Still no fix. Spent an hour in chat with a tech who also had me powercycle multiple times and he couldn’t connect with the modem. He said we need a tech and it will take 3 days. This sucks because we work from home and hot spotting doesn’t work well in our house. Please tell me someone out there has a fix for this?!

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

    I think that means the ONT detects something wrong with the light going down the fiber line. If you have power cycled, there is nothing more you can do. You need a technician. You might try tracking the fiber line and see if there was any damage to it inside or outside your house. That would at least help tell the tech what they need to fix when they get there.

    • abd4137's avatar
      abd4137
      New Contributor
      31 days ago

      So we found a spot in the line that looks like a rodent chewed into. However I’m livid with Cox. The tech was supposed to show up between 1-3 today. My wife is a therapist who works from home.  She scheduled her day around the appointment window. Which means her clients also had to schedule around this. The tech shows up an hour early unannounced. No text or call to say they’re on the way. Then they stick their head in the window of my wife’s office interrupting an ongoing session! Then we’re being told Cox can’t fix this without tearing up the street which will require permits. Are you kidding!? They’re also saying they can’t switch us to cable even though our neighbors across the street are on Cox cable! This is so unacceptable. If fiber is so fragile and hard to fix why is the cable exposed? Should t it be in pvc or some sort of protection? This is a complete joke. 

      • ChrisJ2's avatar
        ChrisJ2
        Moderator
        31 days ago

        Hi, there. I am so sorry for the issue with your cable and I understand your frustration. Please know the purpose of the Cox community forums is to allow customers to discuss technical topics related to residential Cox services with other customers and we encourage our users to assist each other where possible via this avenue. Billing and issues related to a specific account require the sharing of sensitive information to resolve which isn't best suited for a public forum. Please email us at cox.help@cox.com with your full name, complete street address, the details of your concern and a link to this post.  Because this post falls outside of the purpose of our forums I will be turning off replies to this thread. We look forward to receiving your email so that we may assist you.

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    2 months ago

    The red light means the ONT is in alarm and is not getting a fiber signal. Like WMO said, you will have toi have a cox tech come out.