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Tokyoscoop's avatar
New Contributor
4 years ago

Recent daily Internet outages

Hello folks, I'm hoping I can get some help here.

I've been a happy Cox Internet customer for a year (no TV or phone). About two weeks on May 13 ago I had an outage. That's fine, these things happen. Then another in the middle of the night on May 18. I was asleep, not a big deal. Then I started getting outages in the mornings, usually around 9am. So far, I've had them on May 20, 24, 26, 27, 28, 31 and today, June 1.

The outages are reported in the app at neighborhood problems and usually kick my modem offline. They last 2-3 hours, although my modem might sometimes reconnect during the outage to be kicked off again later. When it reconnects, it usually only finds one upstream channel. When the outage is cleared, I can get up to four upstream channels.

I've spoken to customer care at length. The answer is the same every time and boils down to we're working on it, just wait. I try to be reasonable, but it seems like they don't really know anything more than I can see in the app, and there is nothing they can do. So is this just going to be a daily thing now? They seem incapable of actually finding out what is happening or even alerting someone that this is happening.

Any help or advice would be appreciated. As I mentioned, Cox has been fine except the last two weeks and I really don't want the hassle of switching to Fios.

I have an Arris SB6190 modem

Event log and channel details: