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The Internet should add convenience, not headaches. From step-by-step instructions to helpful tips, we'll help you install your equipment, troubleshoot problems, and get the most out of your online experience – minus the migraine.

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Fixing Internet Connection Problems

Last Updated: Wed, 17 Sep 2014 > Related Articles

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Learn to fix common Internet connection problems.


Can't get on the Internet? Can't get web pages to open or display? A home network can provide Internet access to your computer, laptop, iPad, iPod Touch, iPhone, Android, printer, telephone, and gaming console. If any of those devices can no longer connect to the Internet from inside your home, try the easy fixes below to get up and running again.

If you subscribe to Cox Home Security, please contact Customer Care before following these troubleshooting steps.

Fix #1

Unplug the modem, then plug it back in

If you were able to surf the web but now you can’t, this fix is for you.

  1. Close the Internet Explorer browser if it’s open.
  2. Unplug the modem’s power cord. Not sure which is the power cord? Look here.

  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 Fix #2. Otherwise, go to Fix #3 to restart all Internet connections.

Fix #2

Check for a temporary service interruption

  • There may be an outage in your area. Wait 15 to 30 minutes and try to get on the Internet again. Or call us – a recorded message plays if a known outage has happened.
  • In some cases, service may be interrupted due to non-payment. If you think this may have happened, again, call us, and follow the prompts to hear or pay your account balance.

Still not connected? Go to Fix #3.

Fix #3

Restart all Internet connections

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

The following steps turns OFF your equipment in a specific order, then turns it back ON in a particular sequence.

  1. Turn off your computer(s).
  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? Look here.
  4. Check for loose cables: see image
    1. Check the coaxial cable.
    2. Check the Ethernet cable.
    3. Check the USB cable, if installed.
  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(s).
  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 Fix #4.

Fix #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. 

If you are still experiencing connection problems, proceed to Fix #5.

Fix #5

Call us

We’re sorry you’re still experiencing connection problems. Call us and ask to speak with a technical support representative.

Generic Cable Modem

  • Required ports: Power, Coaxial, Ethernet
  • Optional ports: Phone, USB

Generic Router

  • Without a router, the Ethernet or USB cable connects from the modem to the computer.
  • With a router, the Ethernet or USB cable connects from the modem to the router, then from the router to the computer.
  • A wireless router gives Internet access to wireless-enabled laptops, desktops, gaming consoles, smartphones, tablets, and printers.

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