Troubleshooting

July 12, 2017

As I've mentioned in past blogs, we utilize very little technology in our early childhood classroom of a private, parochial school. For obvious reasons, troubleshooting isn't used too often because we have so few devices, and the desktop computers we do use are in the school office or at home. One area I can always use the help in troubleshooting, whether at school or at home, is simply reconnecting to the internet. We use Cox Communications at school so I went to the site and found a clear and detailed breakdown on trouble shooting internet connections. I tried this at home and it worked there as well, though our modem is a bit more complex and reliable. I've never had a situation at school where Solution #1 didn't take care of the problem. 

Troubleshooting Internet Connection Problems

Solution #1 - Unplug the modem, then plug it back in

If you were able to surf the web but now you can’t, this may resolve your issue.

1. Close your Internet browser if it’s open.
2. Unplug the modem’s power cord. Not sure which is the power cord? Look here to view ports and plugs.
   
   
3. Count to 15, which lets the modem power down.
4. Plug it back in.
   
   
5. Wait two minutes for the modem to initialize the connection.
6. Open your web browser. Then try to open a reliable web page, such as www.google.com.

Still not connected? There’s a slight possibility a temporary service interruption has occurred. Find out with Solution #2. Otherwise, go to Solution #3 to restart all Internet connections.

Solution #2 - Check for a temporary service

• There may be an outage in your area. Wait 15 to 30 minutes and try to get on the Internet again. Orcontact us, a recorded message plays if a known outage has happened.
• You can also check for outages using Cox Connect. See Cox Connect Features for more information. 
• In some cases, service may be interrupted due to non-payment. If you think this may have happened, again, contact us, and follow the prompts to hear or pay your account balance.

Still not connected? Go to Solution #3.

Solution #3 - Restart all Internet connections

If you are installing a modem that is purchased from somewhere other than Cox, refer to our Cox Certified Cable Modems page to make sure your modem is compatible with our network.
 

Be sure to turn OFF your equipment in a specific order, then turn them back ON in the order below.

1. Turn off the computer directly connected to the WiFi device.
2. Unplug the modem’s power cord.
3. If a router is connected, unplug the router’s power cord. Not sure if you have a router? See configurations with and without a router for clarification.
4. Check for loose cables: See Ports and Plugs images for guidance.
   1. Check the coaxial cable.
   2. Check the Ethernet cable.
5. Plug back in the modem.
6. Plug back in the router, if you're using a router.
7. Wait two minutes for the modem to initialize its connection.
8. Turn on the computer.
9. Open your web browser. Then try to open a reliable web page, such as www.google.com.

Still experiencing Internet connection problems? In some cases, refreshing your computer's Internet signal may help. Proceed to Solution #4.

Solution #4 - Refresh your computer's Internet signal (IP address)

When your computer connects to the Internet, it is assigned an Internet Protocol address (IP address), usually a different address each time you connect. If you're experiencing slow or no signal, the problem may be resolved by refreshing your computer's IP address.

• For Windows operating systems, see Setting Up an Internet Connection in Windows 7 and Windows Vista.
• For Mac OS X, see Managing an Internet Connection in MacOS.