How to help Cox tech

[lupi]

My cable internet is going down almost daily for 20-30 minutes a time. General it is occuring at 9pm-midnight timeframe. Joe and Schmoe must be the only people on staff at those times as I have never been able to get through to a tech before the service comes back.

It does not seem to be a pure loss as the router will contact for DHCP info and then lose connection a couple dozen times during the outage period and some ping/tracert reports show that a partial signal can still go through.

Is there anything I can try to do to help identify the problem while waiting for them to pick up the phone? (Besides calling my router manufacture as the last bright guy responded)

 

[jlazzaro]

when your outage occours does your cable light go out? between 9-12 have you tried bypassing the router and plugging directly into the modem? how many times is your cable line split before it enters the modem?

check your ISP forum and see if anyone else in the area is experiencing issues. this proved vital for me when comcast swore they had no issues yet 100+ people in my area were posting on the forum.

have you tried webbing into the modem itself and checking the signal ratios? ip address varies, but try 192.168.100.1.

is your cable modem isp provided or yours? if you have a spare by chance give it a swap, call them to change the mac and see if the problem persists...

have you asked a tech to come out to your house? he may not be there when the problem is occouring, but ive had techs replace cable pairs for good measure. always worth a shot.

 

[jthg]

From my experience, Cox will take your word for it and send a tech to check things out. Just call them and say that your connection goes out frequently for 20-30 min. at a time.

If the problem is with them, then they should be able to see that the signal is weak, even if you have internet access at the moment.

If they say that the signal is strong, then most likely it's a problem with your cable modem. I've had 2 cable modems break in like 6 years. Replacing them immediately solved the problem.

The one time when they found that the problem was on their end, they came back and reburied a segment of cable, which fixed the problem.

 

[Texun]

What system are you in? Ask them to check it with their online monitoring tool. They can check your modem or all modems in your node for performance problems in realtime or by looking at the history logs.