My internet connection keeps dropping and I can't get online.
Connection problems can be frustrating. The good news is that most connection problems can be solved easily with some basic solutions. Check out our support article Fixing Internet Connections, and then come back to let us know if it got you back online. Thanks! The Cox Forums Team17KViews0likes0Comments
Suggestions for down internet at same time every night?
Hi, I’ve had problems with my internet (50 mbps) either going out or becoming slow intermittently for awhile now and can often solve the problem with a modem refresh. For the last five nights my internet has gone down between 6-8pm and does not come up until the following morning around 8 or 9 am. After multiple attempts to get through to customer service with long wait times I was able to speak with someone over chat last night and after troubleshooting for an hour and a half was told they could not fix the problem but could see I had a problem. The only offer was to send a tech out for $75 that would stand outside of my door and tell me what to do to see if that would fix the issue. I have been down this road before and 1. I’m not paying for a service that should be provided as part of their contract for the exorbitant fees I’m paying for month in addition to the equipment I am renting from them and 2. My internet works fine during the day. This has been an ongoing issue for 5 days in a row now and is once again happening tonight and is extremely frustrating. Is cox turning off internet access at night? Is anyone else having this issue? Or can anyone recommend something that may help. I have manually unplugged and rebooted my modem. Unscrewed the cable, let it reboot. Powered down all of my devices and repeated the same process. It will not let me do a modem reset on the website now. It says it is unable to. It’s upsetting that cox is trying to make money on service calls for issues like this when they should be the ones offering a credit for the now 60 hours of time I have not been able to use my internet, but that is another issue of customer service. I would just like to find a solution to this issue.8.7KViews1like3Comments
Internet drops for a 30sec to a minute or so and reconnects.
My internet connection has dropped several times a day for the past couple of weeks. I looked the modem logs and see some errors at the time this happens. I was wondering if any one had any suggestions. Below is one that I had yesterday in the evening. It's a Motorola Surfboard Model Name: SB6120 I mask the Mac Address and can repost with them if needed. Thanks, Brad Time Priority Code Message Mar 07 2012 18:53:46 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; Mar 07 2012 18:53:43 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; Mar 07 2012 18:53:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; Mar 07 2012 18:53:13 4-Error T201.0 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;7.7KViews0likes7Comments
Connection droping and reconnecting
My connection has been going off and on for a couple months, have changed the router and the modem and it is still doing it. Drops at random times ,sometimes every 10 mis or so. Modem Model Name: SB6121 Vendor Name: Motorola Firmware Name: SB612X-1.0.5.1-SCM00-NOSH Boot Version: PSPU-Boot(25CLK) 1.0.12. Hardware Version: 5.0 Serial Number: 359058132401595001012019 Firmware Build Time: Dec 21 2010 15:52:06 Router is a Model WNDR3300 here is partial logs from modem when dropped Mar 29 2012 16:35:28 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0; Mar 29 2012 16:35:13 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=00:19:2f:e6:57:60;CM-QOS=1.1;CM-VER=3.0; Mar 29 2012 14:52:16 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0; Mar 29 2012 14:52:00 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; Mar 29 2012 10:15:28 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0; Mar 29 2012 10:15:17 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; Mar 29 2012 10:15:09 4-Error T201.0 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=a4:7a:a4:ef:29:a2;CMTS-MAC=***; Downstream Bonding Channel Value Channel ID 2 1 3 4 Frequency 693000000 Hz 687000000 Hz 699000000 Hz 705000000 Hz Signal to Noise Ratio 35 dB 36 dB 35 dB 35 dB Downstream Modulation QAM256 QAM256 QAM256 QAM256 Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading -7 dBmV -6 dBmV -9 dBmV -9 dBmV Upstream Bonding Channel Value Channel ID 3 Frequency 25200000 Hz Ranging Service ID 2755 Symbol Rate 2.560 Msym/sec Power Level 47 dBmV Upstream Modulation [3] QPSK [3] 16QAM [2] 64QAM Ranging Status Success Signal Stats (Codewords) Bonding Channel Value Channel ID 2 1 3 4 Total Unerrored Codewords 24353398 24353404 24353405 24353400 Total Correctable Codewords 28 63 36 37 Total Uncorrectable Codewords 695 663 692 697 Configuration Frequency Plan: North American Standard/HRC/IRC Upstream Channel ID: 3 Favorite Frequency (Hz) 693000000 MDD IP Mode Override (MIMO) Inactive DOCSIS MIMO Honor MDD IP Mode Modem's IP Mode IPv4 Only6.9KViews0likes6Comments
Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
I'm just curious, if anyone has been having a terrible time with gaming/video streaming with their internet in the North Phoenix area. I'm pretty confident this is an infrastructure issue in my neighborhood specifically, but i'm genuinely curious if others have been having similar experiences. Here's my story. I lived in Tempe AZ, and in North Phoenix in my last two homes. Both had FTTH (Fiber to the home). My most recent location, was Tempe. While I had FTTH Gigablast, I had no issues what so ever. I recently purchased a home in North Phoenix near 19th Ave and Union Hills and this is the disaster i've experienced. When I moved, I transferred my service. I was told that my service would be exactly the same, and that I would have no issues. I was also told my plan wouldn't change at all. During this process, no one mentioned that on Docsis 3.1, upload speeds would be capped to 35mbps. Not only that, but I lost my unlimited bandwidth that I was grandfathered into because I "changed hardware", and moved from FTTH, to Docsis 3.1. Because of that, my bill was $10 more, I lost out on unlimited bandwidth, AND, my upload was capped. I argued that, because of that, my plan is infact changing, and this is no longer the gigablast I had. I spoke with many technicians, many people in sales, and many people in retention. All told me "Well, it's the same gigablast service, so your plan isn't changing." Since then, i've had constant issues. It's been consistent packet loss all throughout the day. It's completely intermittent, however, it's often. It's literally all throughout the day. It ranges from 1%-15%. Hard ping spikes, latency variations, etc. This has been happening non stop since January. I've had probably 4-5 technicians come out, as well as multiple lvl2 (or lvl3) techs come out that drive the bucket trucks. So far, i've tried buying multiple cable modems, i've tried multiple routers, i've tried using Cox's "Panoramic Wifi" combo modem/router. I've updated all my cabling to new Cat 6 cabling. Nothing worked, same issue. I've had the line that runs to the junction, to my home, replaced. ga I've had multiple higher level technicians explain there was an issue with the upload node. I see bucket trucks out here in my neighborhood often. The last technician I spoke with explained that they've fixed the issue. However, I JUST spoke to the retention department who explain so far this month we've had 7 outage incidents that she can pull up. This retention expert also game be "Elite Gamer" for free, JUST to try and to test with. As the last tech who told me i'm basically screwed until FTTH told me I should try that. I told him "If my internet was working correctly, you wouldn't need to try to upsell me something I know for a FACT wouldn't make a difference". Well, I tried the "Elite Gamer"thing today, and immediately started experiencing the same issues, and Elite Gamer shows within that yes..infact i'm experiencing problems. The most recent technician that I had come out (who I think was lvl2 and he came out with a guy in a bucket truck), told me that, unfortunately Cox wont do anything about it unless you're seeing constant 20% packet loss, or until they start running FTTH in my neighborhood. Mind you, my neighborhood is down the street from one of the previous neighborhoods I lived in with FTTH. Cox not doing anything until there's 20% packet loss is crazy to me, as at that point you basically don't have a functioning service. And ontop of that, there are NO resources, no one i've been able to contact, about plans for FTTH in my neighborhood. I can't even get information about if any other issues have been reported in my neighborhood, or if the technicians have plans on replacing the failing infrastructure. Apparently, only the technicians with the bucket trucks have that information. And the last one I spoke with basically said "Yea we fixed it, so now there's nothing we can do until there's FTTH in your area" At this point, I don't know what to do. I'm paying for an incredibly shotty service that no one within Cox seems to care to fix. Is there any representitive who can help me here with resources to contact to speak about bringing FTTH to our area, what that process looks like, if it goes through city counsil, or is it purely Cox's decision with timelines, etc. Or, any local legal experts that have skin in this game specifically dealing with ISP's and poor service? Any other local north Phoenix residents experiencing this same issue? This has to be the WORST experience i've had with any ISP ever, and i've had FiOS and Century Link.6.7KViews1like24Comments
Unable to connect to Cox High Speed Internet Network
I had Cox High Speed Internet installed Thursday, April 12. The installation went quickly and painlessly and in less than an hour I had internet access. I bought a ZOOM 5350 Cable Modem/Wireless Router which worked great right out of the box. Since last evening, Friday, April 13, I have been unable to access the Cox High Speed Internet network. I called tech support and went through the usual diagnostics (PC network configuration, wired/wireless connections, etc.) Tech Support can see the Cable Modem on the network and can remotely reboot the Cable Modem on the network. I can communicate with the Cable Modem (wired and wirelessly) without any difficulty through the PC, but am unable to pass or receive any data through the Cable Modem. The only thing I have been able to determine is that the Cable Modem's Dynamic IP Address is no longer dynamic. After approximately 20+ reboots and resets since the loss of the internet, the Cable Modem's IP Address is the same every time. When I reboot the Cable Modem without a cable connection, the IP Address is blank, so the old address is not being retained in the Cable Modem. Since the Dynamic IP Addresses are being furnished by the Cox network routers, it seems to me that this is a network problem. I restored my (substandard) AT&T DSL connection so I have internet access, but want to get my Cox internet problems straightened out so I can finish firing AT&T. Any ideas?5.7KViews0likes2CommentsMultiple disconnects.
I am really starting to get frustrated. I've had multiple disconnections...I would estimate between 30-40. The disconnect lasts for 30 seconds to a minute. I noticed it first with my ps3, then my iPad/iPhone. To make sure it wasn't my router, I connected my ps3 directly to my modem (one of those Motorola docsis 3 modems). That didn't help. Got a DNS error. I changed all of my DNS to those found on openDNS but to no avail. I'm thinking this may be a cox issue. Anyone else having this issue? P.s. I did all of the usual things like restarting the router, modem, etc.5.6KViews0likes7CommentsSplitter disrupts service
My internetdoesn'twork when the modem/router (a Motorola SB901) is connected to the wall via a splitter. That is, the main cord out of the wall to a splitter, and a cable going to the tv and one also to the modem/router. It works fine if I bypass the splitter and plug it directly to the wall. The entire system worked fine, until one day it just decided not to. I have tried three different splitters, thinking that that was the issue, but nothing works. Any help?5.2KViews0likes1Comment
Weird issue with OFDM channel causing disconnects
Hi, last week a storm blew through and a fallen tree took out some cables, resulting in loss of connection. It has been since fixed, but ever since I have been experiencing intermittent internet issues. Symptoms: My internet connection would suddenly drop briefly, any streaming would be interrupted, all VoIP would disconnect and online games will disconnect immediately. The connection will be restored immediately (usually within 30s), but this can happen in intervals of 20 minutes to as low as every other minute. I receive intermittent packet loss when doing a packet loss test. Troubleshooting so far: Ever since the initial outage so far, I have replaced my modem 3 times. First was a refurb CM1000, then a new CM1000, now a Arris Surfboard SB200 (I have 500Mbps) I consistently (every ~5 minutes) see the followingmessage in my modem logs, across all 3 modems (MAC address redacted): CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;" It would sometimes alternate between Event Type Code 16 and event type code 24. The Chan 159 corresponds to the OFDM channel, and is throwing a lot of correctable codewords (around 10% of total codewords). I will have posted the signal levels and the modem logs as an image to this post I called tech support and after being on the phone with them for 1 hour, they said they detected intermittent packet loss and could see an OFDM error code on their end I have requested a tech to come out,but he said that the signal levels are perfect and that the problem is the modem. I am almost 99% sure its not my modem at this point since I have tried 3 of them and all have the same issue. https://imgur.com/a/nu4jwlEhttps://imgur.com/a/BWTkSKKhttps://imgur.com/GemgqoI Any help would be greatly appreciated.4.6KViews0likes5CommentsMcAfee Firewall
Anyone else have this problem - Cox updates to Firewall block internet connections. My computer stopped working a week ago, Cox said it was my Network interface card, Dell said it was a driver problem, purchase of a new card and download of driver updates didn't solve the problem. Office Depot told my wife we needed a new wireless adapter, haha. I finally enlisted a prof from a local college and he figured out it was the McAfee software - switching off the Firewall and Eureka - Internet connection restored4.5KViews0likes1Comment
