CoxTech1
VIP
join:2002-04-25
Chesapeake, VA | reply to sehana
Re: [AZ] no internet connection (Cox)
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? |
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robl27
Premium
join:2008-07-16
Mary Esther, FL
 ·Cox HSI
 ·Vonage
| reply to m8trix
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)
-Rob
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m8trix
join:2003-12-24
Phoenix, AZ
·Cox HSI
| 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 |
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DrThodt_
@cox.net | reply to sehana
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. |
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sehana
join:2008-11-25
Goodyear, AZ | 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 |
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sehana
join:2008-11-25
Goodyear, AZ
| 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... |
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robl27
Premium
join:2008-07-16
Mary Esther, FL | reply to elpresidente
register on here and let the level 2 folks on here help you. |
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elpresidente
join:2008-11-08
Phoenix, AZ | 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. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE
1 edit | reply to sehana
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? |
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sehana
@cox.net
| reply to ajwees41
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. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | 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? |
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sehana
@cox.net | 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. |
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sehana
@cox.net | reply to sehana
oh when i meant our cable is fine I meant our TV cable through Cox is fine. |
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sehana
@cox.net
|  I have Cox HS Internet and about 2 hours ago I was working on the computer and the internet connection dropped. Ever since I've been trying to figure out what went wrong and can't seem to figure it out. I have a router, but I also tried connecting PC directly into modem with ethernet cable and still no internet. Our cable through Cox is fine. The model of the modem is Scientific Atlanta 2100. I can access router but not the modem when I'm connected to the router. when connected directly to the modem, sometimes I can access modem, but still no internet. Right now i'm using an unsecured network.
PLEASE HELP!!!
PS: The PC light on the modem is Flashing Green. Cable & Power light is on. Send & Receive sometimes on sometimes off...
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