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Home Security

Learn how to protect, connect, and relax with support for your Home Security service. From arming and disarming your alarm, to managing your portal, Cox Home Security Support helps you with troubleshooting and step-by-step solutions.

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Troubleshooting Connection Problems with Cox Home Security

Last Updated: Wed, 13 Aug 2014 > Related Articles

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Summary

Learn common problems and solutions for connectivity issues with Cox Home Security System.

Solution

Use the tables below for basic troubleshooting of connectivity issues for:


Broadband Down message alerts display on the Cox Home Security System Touchscreen when both broadband and cellular networks are down.

Ethernet Problems

See table below for solutions to common problems with Ethernet.

ProblemSolution
Broadband Connection FailureCheck that the cable modem is inserted into the router's WAN Port and that the cable modem is connected.

Check the broadband connection with another device in the home (laptop, tablet, etc.)
No Connectivity to the TouchscreenCheck that the Ethernet cable for the Touchscreen is inserted into one of the four ports on the router.
Intermittent ConnectivityCheck Ethernet cable to make sure the port light is lit on the router. Possible bad cable; replace the cable.

WiFi Problems

See table below for solutions to common problems with WiFi.

ProblemSolution
WiFi Connectivity Failure or Intermittent ConnectivityRange or interference issues may be the cause. Relocate the device and check for signal.

Reboot the device and check for signal.
Poor or No Signal StrengthRange or interference issues. Relocate the device and check for signal.
No Connectivity to the TouchscreenCheck that the cord for the cable modem is inserted into the router's Internet Port and that the cable modem is connected and powered on.

Cellular Connection Problems

See table below for solutions to common problems with cellular connection.

ProblemSolution
Cellular Connectivity FailureVerify that the cellular account is active and no over usage limit.

Verify no cellular outage in area.
Intermittent ConnectivityCheck signal strength.
Poor or No Signal StrengthRelocate the Touchscreen and check for signal.

Router Problems

See table below for solutions to common problems with the router.


Do not unplug the cable connecting the touchscreen to the home security router because it will cause your system to function incorrectly.

ProblemSolution
No PowerConfirm that the power adapter is plugged into an unswitched outlet.

Confirm that the outlet has power by plugging in another device or appliance.
No Internet ConnectionPower Cycle by:
  1. Unplugging the cable modem and router from the wall.
  2. Wait two minutes.
  3. Plug the cable modem in.
  4. Wait 30 seconds.
  5. Plug the router in.
  6. Wait 30 seconds.
  7. Check for signal.
If there is still no signal, check for an Internet signal using another device such as a laptop.
No Connectivity to the TouchscreenCheck that the cable modem is inserted into the router's Internet Port and that the cable modem is connected.

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