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dricciardelli's avatar
dricciardelli
New Contributor
4 years ago

TM3402A modem issues

We have been having the same issues as described in this post:

https://forums.cox.com/forum_home/internet_forum/f/internet-forum/24211/arris-tm3402-ongoing-problems

Basically, internet/phone/tv work perfectly fine without any signal issue, and then the internet only will completely stop working. It's like we aren't getting a public IP address. Cycling power and resetting the modem/router eventually gets the internet to start working again. At this point we need to do it 2-3 times a day.

We have been through 3 completely different routers and 2 different modems (both TM3402As supplied by Cox) and this issue persists. Since we are seeing the issue with all these different setups, and that TV and phone continue to work, lead me to believe that maybe this model of modem has some issues. We only chose this router as it was the only one available that handles both phone and internet in a single unit.

Edit 11/29/20:

Problem completely went away for a few weeks, today it's worse than ever. Was out all night, came back this morning after several resets. Died again a few hours later. No internet service for the last 3 hours.

9 Replies

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  • Bruce's avatar
    Bruce
    Honored Contributor III
    4 years ago
    internet only will completely stop working

    Stop working on what...devices, router or modem?  Do lights on the modem flash during the stoppage?

    • dricciardelli's avatar
      dricciardelli
      New Contributor
      4 years ago

      All lights are on the modem and it looks just like normal when it stops working. When looking at the router page, it is not getting an IP address from the modem. The ASUS router gave the error "your ISPs DHCP service isn't functioning properly" or something to that effect, the edgerouter just shows as no data.

      Plugging in directly doesn't work either. Resetting the modem from the Cox webpage seems to work better than just cycling power, and that seems like the only way to fix the issue when it goes out. Went out around 11pm last night, got it working this morning with a reset, and it stopped working again a few hours later.

      • Bruce's avatar
        Bruce
        Honored Contributor III
        4 years ago

        A modem wouldn't issue an IP address to a router.  A router has its own IP address, unless this router is connected to another router.  What's this "edge router?"