Internet Dropping Out

This problem is REALLY frustrating me. I don't know if its my equipment or setup or if its a job for my cable company (Cox). Cox says they'll charge me a $75 service call if the problem is not their wiring (I live in an apartment) and I really don't want to have to pay that if they can't find a problem.

My issue is that my internet connection tends to go out intermittently and momentarily. Web pages will take a long time to open and/or I'll get the blank page "site not found" and then I'll refresh and its there. Or I'll be watching a video and it'll stop and buffer or sometimes Youtube will go into "no internet connection" screen; then I refresh and its back.

I am not using Cox's equipment. I have an Arris SB6190 modem and a Netgear R6700 router. From there, my computer has a wired connection but my phone connects to wifi and my phone does the same thing. "Page not found". I have updated the firmware, and I tried bypassing the router completely going straight from the modem to computer and its the same. I've restarted the modem. On my computer I even created a new Firefox profile, and I also use Chrome but it still happens. When my internet does work, I am getting 500mb/sec speed as shown on a speed test .

How can I tell if its something in my network settings causing this or something that I really need to call Cox for? This happens pretty much all the time, any time of the day.

If both device connected to same router having connection problem then it's faulty router or modem causing the connection problem.

By both devices you mean my phone and computer, right? As I said I tried bypassing the router (so that means no wifi to the phone) but the problem still stayed on the computer. So then there's something with the modem? It says in the specs that it has a 2 year warranty and I bought it last June but are there any settings in it that I should check first?

"So then there's something with the modem? It says in the specs that it has a 2 year warranty and I bought it last June but are there any settings in it that I should check first?"

You are on the right lines I would think.

Depends on what facilities you have in your Modem and Router.

In mine a Netgear there is a log for various factors, which includes disconnections.

However your symptoms would seem to indicate DNS server problems.

Again in the Modem/Router you can usually change these DNS server addresses from ISP provided to some other service like Google Public DNS and various others.

It is also possible to do this in your Browser settings.

You can also flush the DNS cache by going to Settings > Update & Security > Troubleshoot > Additional troubleshooters > Internet connections.

Hi,

Run this cmd when internet is working and when it's not. Post both results in code boxes.

BAT file for Initial Diagnosis of Network Problems

When this occurs verify your Modem diagnostic leds any Blinking on "Send" "Receive" and "Online" indicates a problem between your modem and your provider.

You can also remove your router and connect your computer directly on your modem via RJ45 and test if the same thing occurs.

If you find that your connection is working fine when directly connected to your modem. Then your ISP service would classify as good.

You will then be able to start troubleshooting your Router. Most of the time I simply use another one known working to perform the same test.

There where issues with the Netgear Nighthawk R6700 Firmware a while ago, you can also check if there's is an update for it.

Loss of sync from the modem indicates a problem between your external connection and ISP.

Part of this is on your "Land", you must know / find where your cable connection is incoming in your apartment and verify if the cable on this part between your apartment and the "distribution centre" is OK. Delivering a solid 50 or 75 oms depending on specs, to the modem.

If your internal admission cable is proving good. Don't hesitate to contact them.

The problem is on their side. they may have to raise the signal on your segment.

While it not relevant today. Cable providers have the habits of always keeping signal as low as possible... This was to prevent theft in the old days. But many still sticks to that rule today.