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Cox Business Managed WiFi

Details

If you experience issues with your Managed WiFi service, then follow the basic troubleshooting instructions listed below. If you continue to experience issues, then contact the Cox WiFi Support Team at 877-984-0175, or submit an online ticket through Cox Business MyAccount.

Cox Business Managed WiFi helps you provide your customers and employees with a commercial-grade, fast, and secure connection to the internet via WiFi. Businesses can select from the following three packages.

  • Guest Package
  • Private Package
  • Total Package

Read the following information about basic Local Area Network (LAN) integration, bridge mode, configuring switch ports, setting up and connecting to your network, accessing the WiFi Portal, troubleshooting, and support resources.

Basic LAN Integration and Bridge Mode

  • Basic LAN Integration allows the integration between the wired LAN and the Wireless LAN (WLAN) to enable wired devices to communicate with wireless devices across the same network layer. Common devices include desktop computers, servers, printers, point of sale equipment, surveillance cameras, tablets, smart phones, and laptops, as well as other things. This enables customers to print from a tablet to a wired printer, or to print from a wired desktop computer to a WiFi printer.
  • Bridge Mode is a feature that enables LAN equipment that is excluded from any local wired or wireless network integration to connect directly to the internet. Common equipment include servers that need to be reached externally from outside a customer firewall. During initial installation, Cox Business provides additional information about the availability of a la carte IPv4 static IP addresses to help attach equipment to an unmanaged port.

Note: Cox Business supports LAN integration and bridge mode. Contact us for package availability.

Managed and Unmanaged Port Configurations

The Managed WiFi Switch is configured with Managed and Unmanaged Ports. Learn more using the image and information below.

Package Port Type Details
  • Total
  • Private
Managed Port
  • To enable LAN integration, connect your wired equipment or devices to a Managed Port.
  • Equipment connected to Managed Ports communicate with other devices that are connected to Managed Ports and wireless devices that are connected to a WiFi Private SSID #1.
  • However, you cannot remotely access a device that is connected to a Managed Port from the internet or outside the firewall.
  • Devices connected to a Managed Port receive a Cox internal IP address.
Unmanaged Port
  • To enable Bridge Mode, connect your wired equipment or devices to the Unmanaged Port.
  • Devices connected to the Unmanaged Port are accessible from the internet or outside the firewall.
  • Devices connected to an Unmanaged Port receive a Cox public static IP address and can access the internet without using your WiFi.

    Note: To have your device connect to the Unmanaged Port, refer to the Leave Behind Brochure Insert left during your installation.
Guest Managed and Unmanaged
  • Both Managed and Unmanaged Ports are disabled with the Guest WiFi Package.
  • LAN Integration and Bridge Mode are not available on this package.


image of the Managed WiFi Modem Ports

Notes:
  • There are no passwords for your managed and unmanaged ports.
  • To get additional unmanaged ports, you can do one of the following options.
    • Purchase a third-party L3 switch or router.
    • Configure your L3 switch or router with the public static IP address listed in the Leave Behind Brochure Insert left during install.
    • Connect your L3 switch or router to the Unmanaged port 10.
  • Although Cox does not provide support for additional managed ports, you can get additional ports with one of the following options.
    • Purchase a third-party retail switch.
    • Configure your switch to hub mode.
    • Connect your switch to one of the Managed ports 6-8.

WiFi Portal

Learn more about the WiFi Portal with the following information.

  • To log into your WiFi Portal, you will receive a WiFi Portal activation email to create your user credentials. At this time, you cannot use MyAccount user credentials to access the WiFi Portal.

    Note: If you haven't received a WiFi Portal activation email, then check your junk mail folder. For additional assistance, contact the Cox WiFi Support Team at 877-984-0175, or submit an online ticket through Cox Business MyAccount.
     
  • If you have forgotten your WiFi Portal user credentials, visit the Reset Password Tool.
  • You can manage your networks from your WiFi Portal to do the following.
    • Change a WiFi Network Name.
    • Retrieve a guest WiFi password.
    • Retrieve a Private WiFi password.
    • Hide a Private WiFi SSID.
    • Personalize a Guest Splash Page.
  • For additional information about the WiFi Portal, visit the Getting Started Guide available at CoxBusiness.com.

Hiding SSID

For our Private or Total package subscribers, use the following steps to hide your SSID in the WiFi Portal.

  1. Sign in to your WiFi Portal.
  2. Click on Private WiFi, then click Networks.
  3. Under the Show SSID column, next to the SSID you want to hide, click Hide.

Recovering a Guest WiFi Password

Use the following steps to recover a Guest WiFi password the WiFi Portal.
  1. Sign in to your WiFi Portal.
  2. Click on Guest WiFi, then click Networks.
  3. Click on Passcode, then Manual or Automatic Passcode.

    Notes:
    • Your passcode must be between 8-32 characters and can contain numbers, letters, and the special characters $, !, #, and @.
    • You can add up to five additional email addresses to the automated passcode.

Finding Login Information

Use the table below to find login information for your Private WiFi SSID or VLAN number 100 using the WiFi Portal.

Network Steps
Private WiFi SSID
  1. Sign in to your WiFi Portal.
  2. Click on Private WiFi, then click Networks.
  3. Click Passcode.
  4. Click on the SSID Name drop-down menu, then select the Private WiFi SSID.
  5. Click Show Passcode.

    Result: Your WPA2 passcode displays in the passcode field.
VLAN Number 100
  1. Sign in to your WiFi Portal.
  2. Click on Private WiFi, then click Networks.
  3. Click SSID.
  4. In the VLAN Number 100 row, click Show.

    Result: In the left column, your Private SSID name displays in the VLAN Number 100 row.

Support Scope

Cox Business provides assistance with the following items.
 

Support Scope Actions
In-Scope
  • WiFi portal access education
  • Internet access circuit and modem
  • WiFi equipment including a switch, router, access points, and cabling
  • WiFi heat mapping
  • Wireless connectivity via web browser
  • Private and public static IP addresses
  • Content filtering
  • Usage reporting
  • MAC address authentication
  • Guest splash page templates
  • SSID management
  • Hidden SSID
  • Automated and manual passcode management
  • End user speed management and profiles
  • Devices without web browsers
Out-of-Scope
  • Configuring connected devices
  • Connecting applications and web services, such as VPN, Skype, Microsoft software, and others
  • Guest splash page customization
  • Content filtering customization
  • Onboard firewall customization

Content Filtering

Basic Content Filtering is available as an a la carte feature for Managed WiFi to ensure that the users of your network cannot access requested websites that are not allowed because of objectionable reputation and content. Basic Content Filtering is designed to deliver comprehensive filtering for all aspects of web traffic requests leveraging a managed set of objectionable categories and reputations.

User-initiated web requests are categorized and the Basic Content Filtering use policy is enforced against these requests. The use policy leverages category information and reputation scores and blocks access to objectionable material accordingly. The category and reputation scores of particular website are derived from the McAfee Global Threat Intelligence system. The McAfee Global Threat Intelligence system is constantly updated to identify and categorize new and continuously evolving websites. Although Cox Business is developing a complex content filtering solution, customized blocked content is not available at this time.

See the list of general content policy categories below.
  • Pornography
  • Nudity
  • Sexual Materials
  • Violence
  • Peer-to-Peer
  • Phishing
  • Potential Criminal Activities
  • Hacking / computer crime
  • Potential illegal software
  • Profanity
  • Provocative attire
  • Malicious Sites
  • Malicious Downloads

For Managed WiFi users who have added Basic Content Filtering, learn more about the application design and usage below.

  • To see if content filtering is enabled, sign in to the WiFi Portal.
  • Contact us to enable or disable content filtering.
  • All devices on a property are subject to the same policy and all properties use the same filtering rules.
  • No new equipment may be placed on the property.
    • McAfee Web Gateway in the ARRIS Cloud perform filter functions.
    • DNS is done in the ARRIS Cloud.
  • All internet data traffic must follow the standard path directly from Cox to the internet.
  • Content filters are based on DNS.

Learn about Basic Content Filtering limitations with the following information.

  • The feature doesn't allow individuals to add or remove a specific website on the blacklist or whitelist.
  • When enabled, all traffic, including Guest and Private, is subjected to the filter.

Printing With Managed WiFi

Use the information below to print using your Private or Total Package.

  1. Connect your printer to your network with the following.
    • Wireless: Configure your printer to connect to your Private WiFi SSID using VLAN Number 100.
    • Wired: On the Managed WiFi Switch, connect your printer cable to Managed Port 6 or 8.
  2. Connect your device to the same private network and send the file to your printer.

    Note: To send a print job to a printer connected to a Managed Port, your device must be connected to Private WiFi SSID #1.

Troubleshooting

Use the following information to troubleshoot issues with your Managed WiFi service.

  • If you have changed your SSID name using the WiFi Portal, but the old SSID is still broadcasting, then wait for up to five minutes for the WiFi Portal to sync up with the Wireless LAN Controller. After five minutes, refresh the WiFi Network Adapter to see if your new SSID is now available.
  • For devices without browsers that you need to connect to the Guest WiFi, we can add the device MAC address to our system. Locate your device network adapter MAC address and then contact the Cox WiFi Support Team at 877-984-0175, or submit an online ticket through Cox Business MyAccount.
  • You can have four Guest WiFi SSID networks and four Private WiFi SSID networks.
  • Contact us to determine if you can add static public IP addresses to your package.
  • At this time, Cox Business Managed WiFi doesn't support customized Guest WiFi splash pages; however, templates are available to add company branding or other key information.
  • Contact the Cox WiFi Support Team at 877-984-0175 to request an internal static IP address for your connected devices, such as your printer.
  • Managed WiFi packages do not support prioritizing Voice over Video or Data service.

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