modem reset

4 Topics

Last 7 weeks intermittent internet outages.
First let me say that I have been with Cox Internet since @Home crashed and burned. Okay let me start my horror story so far and go then I'll get to the point of what is going on now. About 3 years ago I started having the internet go out, modem would full reset and took a minute to reconnect. Now this was right around the time they started to offer the Ultimate Plan, which I switched to but not before I had 37 technicians, yes, you read this correctly, 37, I'll say it again thirty-seven technicians. Come out and try to figure out why the internet kept going out. Each technician with his own version of why it could anything from: 1. "Better surge protectors." 2. "We need to get our wiring checked." 3. "There is something in our house causing feedback." So the internet keeps going out, I read about the ultimate plan, and decided to buy a new modem. Motorola SB6120 even met a Cox Rep at Best Buy and I asked how much the speed increase was. He gave me the price, picked out the modem for and I figured I've tried everything else. I've spent *THOUSANDS* of dollars on getting UPS's for the computers, 1300 dollars to get our house rewired, even having the electrical company come out and do a ground neutral check. Believe me I had 9 workers show up from the power company telling me that there was absolutely nothing wrong and they were mad that the cox tech told me to call them. Anyways I buy this modem, new speeds of 55/5 and boom problem solved! I manage to go from no problems till this year. Now i'm back to to same issue as before and to be quite honest I'm running a business here and I cannot afford to have any outages of any kind, explaining to clients that I work with how I'm trying to get this resolved as fast as possible and it not being resolved isn't working. I'm now on the Home Office/Business Plan. Static IP. I don't use the typical router, I've built a computer using ClearOS Linux & 2 Intel NIC's with the onboard Realtek NIC. Now this is an enterprise level server this is my router. I even used that cheap plastic netgear junk router to make sure it wasn't my server. So as of this week I've counted 27 disconnections, I've called Cox support 3 times. They say everything is good on their end but I feel like I'm not getting the level of support I should be considering what I pay. We cannot stream, game, or do anything that is online intensive as the internet just gives up and resets and we have to start all over. I can't fix this myself again unless Cox can move me to a higher speed bracket than the reality is they need to send a tech out that knows what he or she is doing. I just spent another 99$ on a new modem, not counting 60$ of CAT6 and CAT6e cabling. The modem is a week old so I know its not that. The last time this was fixed was when we raised the bandwidth just a little. However trying to explain it to tech support doesn't work. March will be the last straw for me. I know that their are disconnections but I cannot keep a business running if this is how things are going to be. So any Cox Tech's that read this forum or this post that are willing to help, It is March 1st 2013. I will work together till the end of this month or I will have no choice but to find new service elsewhere. I've had 37 technicians each with a different explanation, the last two technicians that came out said they were limited to what they could do. Which was basically open up a command prompt and "ping google.com and ping yahoo.com" I don't need a tech to show up and ping sites. I can do that. BTW: I've pinged yahoo this entire week and I average 887ms, get request timeouts. google I get 32-40ms pings. This was done with my modem plugged directly into my laptop. No router, nothing in place. I'm averaging 5 outages a day now. Yesterday between 1-3pm 16 total resets.
BrandonInOklaho
12 years ago Place Archives
3.1KViews
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2Comments
Modem Shows Connected but none of my devices (wireless and ethernet) remain connected
I have tried Cox support multiple times and am always just told to buy new equipment. Anyways, I have an Arris modem that was purchased less than 2 years ago when I moved to my current house. My modem will show all blue lights which tells me that my internet should be connected, however, all my devices will disconnect despite the fact that they show I have full strength internet. The follow devices are what I typically have connected (they all lose connection when this happens): TCL Smart TV (ethernet connected) iPhone X (wireless connected) MacBook Air (I switch between wifi and ethernet based on where I am in my house) It feels like I have to reset both my modem and router (just the modem doesn't seem to work) multiple times a week lately. Typically I would just do the reset and get on with my life, however, I do online ESL tutoring a few times a week and have been disconnected from the students and I'm now in fear that this job will soon be in jeopardy because these families pay a lot of money to be tutored by someone who keeps getting disconnected. The only solution Cox had was to buy a new router. Any thoughts? Things work fine for a time after resetting my modem and router, but it's a huge inconvenience and could cost me someneededincome. Thanks in advance.
tegridyfarms
5 years ago Place Internet
1.4KViews
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1Comment
Constant T3/4 errors
Constant outages for the last several months, T3 and T4 errors in the logs each time. Never had issues except when maintenance was performed, then a round of cox trucks came in the area and we've had constant issues since. Replaced the modem without improvement, Motorola worked with me for weeks and came to the resolution Cox needs to get their stuff together and fix it. Tech came out and the only issue he saw was the signal was a little too hot, so we put a damper on the line and that didn't help anything. Motorola then said constant T3/T4 errors would cause a modem reboot in a last ditch effort to establish connection, something primarily with T4 errors and reprovisioning attempts. All my attempts to reach out to Cox has been laughable, they immediately want to reboot the modem (its always been rebooting when I call or chat) or send a tech to my home and bill me for cable replacement - brand new RG6U that worked fine for years. Never had issues till one of their techs messed something up down the line. Now it reboots several times a day and night, and our work from home keeps getting interrupted. Last speed test results 38ms ping, 383.6 down 9.8 up, and 3 ms jitter. Speeds are fine till it cuts out. No complaints otherwise. What do I need to do to get someone to fix this junk?
LATechGuy
2 years ago Place Internet
1.1KViews
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12Comments
Increased internet speeds for existing accounts was announced to me in a Cox, July 3 email, and broke communications between modem and router.
Increased internet speeds for existing accounts was announced to me in a Cox, July 3 email. After following the modem reset directions to the letter, my modem would no longer connect to my Arris SB6183 router, nor would a desktop directly connected to the modem. Following a 1:18 minute telephone call, a consistent positive result could not be established. The interim success proved the new 150 Mpbs speed, but then failed never to return. A follow up call to another rep and a central reset resulted in the modem being returned to its original 100 Mbps state (not 150 as promoted). I seem to have all connectivity with devices returned as well. I confirmed with Cox and the Router manufacture that the SB6183 should effectively handle the 150 speed. Question: Any similar problems, any better results with upgrade?
Steven_R_
6 years ago Place Internet
643Views
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