US Cable Support > Cox HSI > [AZ] no internet connection (Cox)

[AZ] no internet connection (Cox)

oh when i meant our cable is fine I meant our TV cable through Cox is fine.

reply to sehana
I've also tried turning off power to modem and router; no connection. i've also tried pushing the reset button on the back; no connection.

reply to sehana
How old is the modem? When you have the modem plugged into the router does the pc light on the router light? could be a bad modem bad port on the router or does the ethernet card in the pc work?

We just got the modem installed 2 weeks ago when they came by. yes the PC light on the router is lit. well i'm assuming that the ethernet card in the PC works as I was just connected and then all of the sudden I couldn't access any of the websites I was just viewing.

what operating system is on the pc? how old is the pc? when you switched the modem to the pc did you power down the modem so it forgets the routers mac address?

reply to sehana
You report that send and receive lights are intermittent. I would hold all cpe troubleshooting until those are normal as that is an indicator of radio frequency issues to the modem to call cox about.

register on here and let the level 2 folks on here help you.

reply to elpresidente
you know I called Cox, but it costs $50 just for them to come out and look at it. They keep saying that the modem is fine, but it doesn't seem like it to me as when PC is connected directly to the modem through ethernet cable, still no internet. I told them that but when they read the modem on their end it's fine...

reply to ajwees41
the pc being used is XP. the PC was built in Jun/jul 2007.

--when you switched the modem to the pc did you power down the modem so it forgets the routers mac address?-- yes

Did you ip release/renew? Verify TCP/IP settings? Is it set to use DHCP or static? Did you *really* check or are you sure? try to enable/disable the nic.

reply to sehana
the $50 charge is only applied in the even the problem is not related to cox network or equipment,so if your computer that is the problem for example then you would get charged,

if you are worried about the one time charge just add csap to your account for 4.95 a month and that covers all services with cox and if the problem turns out to be your equipment there is no charge

here's how to speak to level 2:

»/useremail/u/621911

he will need your modem's mac address and problem (do NOT post your mac address here)

do this before you have a tech come out.

and yes, the $50.00 charge is for only YOUR equipment NOT theirs acting up. and i believe it includes the modem and cable going to the modem.

this is why they have some $3.95 a month plan that protects you from this. (assurance plan)

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reply to sehana
If you could PM me the cable modem's MAC address I'd be happy to assist. Seeing that you mentioned a router I would also ask do you have multiple computer in the home and when the router is connected do they all go down?