House-wide network issues

[EGirlEnthusiast]

I'm going to try and explain completely, but let me know if i missed anything.
 

This issue has been driving me crazy. I cannot figure out what it causing it. Essentially, throughout the day, the internet cuts in and out, with the majority of the time spent working normally. However, at seemingly random intervals of between 1 minute and several hours, the internet cuts out in the entire house. This means both wired and wireless devices disconnect simultaneously. My first thought was "oh its probably the shitty router given to me by COX." But the problem persists when using the router or the built in panoramic one. Next i thought it was the modem, but same issue still happens. I'm unsure what to try and change. No amount of tinkering with settings fixes it. My phone (android), other phones (iOS), wired computers (linux and windows), and every other wireless device has these connection issues at the same time. My only idea now is that its cox themselves. Any ideas?

 

Router: Archer AX73

Modem: CGM4331

ISP: COX

[Donut417]

4 hours ago, EGirlEnthusiast said:

I'm going to try and explain completely, but let me know if i missed anything.
 

This issue has been driving me crazy. I cannot figure out what it causing it. Essentially, throughout the day, the internet cuts in and out, with the majority of the time spent working normally. However, at seemingly random intervals of between 1 minute and several hours, the internet cuts out in the entire house. This means both wired and wireless devices disconnect simultaneously. My first thought was "oh its probably the shitty router given to me by COX." But the problem persists when using the router or the built in panoramic one. Next i thought it was the modem, but same issue still happens. I'm unsure what to try and change. No amount of tinkering with settings fixes it. My phone (android), other phones (iOS), wired computers (linux and windows), and every other wireless device has these connection issues at the same time. My only idea now is that its cox themselves. Any ideas?

 

Router: Archer AX73

Modem: CGM4331

ISP: COX

Could be a signal problem. Im not sure if COX allows customers access to diagnostic information. But its a possibility that the signal you are getting from COX is not within spec that is needed to maintain a connection to their internet service. This could be due to loose connections. This could be due to damaged cabling either within your outside the home. You might also have excess interference due to the same reasons. Either way its probably just better to get a tech out. 

[Smith6612]

The best way to begin troubleshooting this is to run a continuous ping on a computer while the network is working. Wi-Fi or Wired will work, but ideally wired. A continuous ping can be run from Command Prompt with something like "ping 192.168.1.1 -t" or on Linux, just by running the ping command, assuming 192.168.1.1 is the IP of your router or modem. When your network stops working, ensure your router is still pinging. If it is, then you can move onto troubleshooting the network further up to the ISP. If it's not, something is causing your router to be unstable.

 

Regarding your modem, the CGM4331 is also a router. Since you're using your own router, you should make sure the ISP modem is in bridge mode. Cox can assist with this if they don't provide you with an option in their app or account pages to bridge your modem.

 

If you know how to log into the Cox modem's web admin interface, many cable modems will report signal levels and provide logs. If you are comfortable, post the signal status page here. There might also be a Cable Modem log which will show whether the modem is having issues with noise or losing signal on the cable plant. We can use that to figure out if the ISP is the problem. DOCSIS 3.1 is more sensitive to poor signals. BE SURE TO REMOVE ANY MAC ADDRESSES AND IP ADDRESSES.

 

The router you have should also have logs which will indicate if the router's WAN connection is dropping or if the router is rebooting. That can be accessed through the web interface.

[EGirlEnthusiast]

On 7/14/2023 at 10:09 PM, Donut417 said:

Could be a signal problem. Im not sure if COX allows customers access to diagnostic information. But its a possibility that the signal you are getting from COX is not within spec that is needed to maintain a connection to their internet service. This could be due to loose connections. This could be due to damaged cabling either within your outside the home. You might also have excess interference due to the same reasons. Either way its probably just better to get a tech out. 

This was the issue. Had to get a tech out to replace an amplifier.