Read the forum guidelines
Let me start this off by saying that I am livid with Cox support and the inability to get a competent response. I am a Network Engineer with 2 decades of experience and literally spend every day configuring/debugging networks and equipment, from server applications down to the network packet bit level. I have not found any issue with my equipment.
For the past couple weeks my home Cox Internet connection has had random drops and modem disconnects throughout the day. For the past 3 days it has been horrible. My far less technical neighbor confirms "it has gone to $#%7". When it is working, there is no issue and modem signal levels are about as good as you can get. When it drops one of two things happen:
1) Loss of all internet traffic for 15sec to 20min - Modem shows as connected with 42+dBm SNR and little to no errors. Unable to ping the Cox headend gateway from my router. Unable to renew or get a DHCP address from Cox on my router. I can see ARP requests and occasional DHCP responses to other customers, but no response to my DHCP requests. At some point it will suddenly start passing packets again without any changes. Resetting the modem does not fix it.
2) Loss of all internet traffic (modem shows as connected) followed by the modem losing sync a minute or two later and flipping between "provisioning" and "access denied" for the next 2-20min. Sometimes it will provision and appear connected for a few minutes, but I can not get DHCP or internet traffic.
This has to be affecting my entire neighborhood and my neighbor confirms the same dropouts. I finally call in to open a ticket/find out an ETR and Cox Support wants to know what TV I am streaming with... Cox Support wants to know if my computers are hardwired or wireless... Cox Support wants me to reboot my computer... Cox Support wants to know how I know my computer can't get DHCP... None of these have anything to do with my ROUTER connected the the Cox cable modem, not getting DHCP or packets from Cox.
The only answer I have gotten out of Cox is that my modem looks fine and if I agree I can have a Cox Tech come out and "test" my equipment for $75/hr. How do you get a competent response out of Cox Support when the problem is upstream of the modem? This is likely a Cox headend or backhaul issue...
I would like to know as well. Something needs to be done to fix this issue.
Admittedly, I recently got the same sort of response, however, in this case, the SB8200 modem that I only had for 1 year and 7 months refused to reconnect to their provisioning, rebooted the modem several times.
Was forced to get another SB8200 modem, got it provisioned, but was suffering major packet loss for most services (Netflix, Hulu, even to this site) but cleared up around 5:00 PM PT.
When I called initially, the earliest the tech could be scheduled was for Monday. I made the call in on Saturday with no internet connection.
This is similar repeat of issues I have had before in my area, where I am now literally documenting when things happen, conditions in which they happened and pre-emptively rebooting everything to point out the issue is not the router, modem or computer, but somewhere outside the house.
I have found that it is necessary to literally hammer every detail as to what you have done if you know your network hardware connection and troubleshooting to have them look a bit deeper and making sure they have it documented.