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Message
Modem keeps disconnecting every few minutes to hours
Posted on 6/27/19 at 2:56 pm
Posted on 6/27/19 at 2:56 pm
The last 2 days my modem has been cutting in and out. It's a 2 year old SB6190 surfboard. Never had any trouble with it. Cox says they can't see any issues on their end. I'm giving it a few days to possibly work itself out. In the meantime I've got a $30 modem to replace it to see if the original modem has gone faulty. If the new one also drops in and out I'll know its Cox and not my equipment. Does this sound like ok troubleshooting or are there other steps I should take?
4
Posted on 6/27/19 at 3:01 pm to jlovel7
I'd be taking your same steps. I would also swap out the patch cables with new cables too, just to be sure.
Posted on 6/27/19 at 3:21 pm to Baers Foot
It definitely isn't the cables. I can watch the indicator lights flash on the modem when the connection is dropped showing it doesn't have an upstream connection. They should be completely solid when there's a full connection. When the internet drops it's originating every time at the modem.
Unless you think the error can somehow back track into the modem from the connected devices?
Unless you think the error can somehow back track into the modem from the connected devices?
Posted on 6/27/19 at 3:37 pm to jlovel7
I had almost same issue. Had good signal but working from home could see my vpn connection almost constantly going up/down. Had cox come out and they replaced modem, didn't resolve issue. Escalated the issue with cox and when they finally sent someone out they tested everything and they said it was thee cable from the attic to the room where my modem was. They said they could replace it for a fee, told them I'd take care of it. Ran a new line and haven't had any issues since.
Posted on 6/27/19 at 5:38 pm to MSGulfTiger
I bet the signal strength is the culprit. Had a similar experience and it turned out the cable running from the pole into the house was bad. Replaced for free.
Posted on 6/27/19 at 7:35 pm to jlovel7
Arris modem.
Go to 192.168.100.1...
Go to your signal level page and check all the SnR on the downstream and the power level on the upstream.
You can also check the logs there to see if it is resetting constantly due to low signal levels, which is very common when you have a bad cable or something.
Arris Signal Level FAQs
Usually ISPs like Cox probably have a forum where you can post a screenshot of your signal levels and get a tech to see them. Quick way to get a tech out, and avoid the dumb shite on the phone.
Cox Internet Support Forums
Go to 192.168.100.1...
Go to your signal level page and check all the SnR on the downstream and the power level on the upstream.
You can also check the logs there to see if it is resetting constantly due to low signal levels, which is very common when you have a bad cable or something.
Arris Signal Level FAQs
Usually ISPs like Cox probably have a forum where you can post a screenshot of your signal levels and get a tech to see them. Quick way to get a tech out, and avoid the dumb shite on the phone.
Cox Internet Support Forums
This post was edited on 6/27/19 at 7:46 pm
Posted on 6/27/19 at 10:59 pm to jlovel7
This happened to me last weekend. Charter came out and installed a new router. Everything is working great now.
Posted on 6/28/19 at 8:24 am to jlovel7
quote:
The last 2 days my modem has been cutting in and out. It's a 2 year old SB6190 surfboard. Never had any trouble with it. Cox says they can't see any issues on their end. I'm giving it a few days to possibly work itself out. In the meantime I've got a $30 modem to replace it to see if the original modem has gone faulty. If the new one also drops in and out I'll know its Cox and not my equipment. Does this sound like ok troubleshooting or are there other steps I should take?
The SB6190 is part of a class action lawsuit for this issue. Apparently the Puma 6 chip in it gets bogged down and starts dropping packets under heavy use. I had the same issue with mine. I switched to a Netgear CM600 and haven't had any issues since.
Before I changed modems I had comcast come out multiple times, had the modem reprovisioned, factory reset my router, and replaced the router with a mesh system. Errors still persisted until I got rid of the SB6190.
LINK
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