Net Assurance Modem Connected and Cradlepoint LTE Backup Not Connected

Go to My Account, enter your User ID and Password, and then click Sign In.
 

Note: If you do not remember your User ID or Password, or experience an issue signing in, see Recover Your Cox User ID or Reset Your Cox Password.

From the Administrative Tools and Service Management section, click the Internet icon.
 

Do you have more than one account?

• If no, then continue to the next step.
• If yes, then from the Select an account drop-down menu, select the account to modify.
  
  

From the Manage Equipment section of the Business Internet page, complete the following.

1. Click on the device to view detailed information.
2. From the Status field, determine if the equipment is connected.
   • If the status displays the modem and the LTE Backup as Connected, continue to the next step.
   • If the status displays the modem as Connected and the LTE Backup as Not Connected, then proceed to step 6.
     
     Important: If you reboot or plug / unplug your equipment while performing troubleshooting steps, it may take one to two minutes for the equipment and equipment status to update.

Complete the following steps.

1. If Cox Internet is working, but the Cradlepoint LTE Backup does not have a connection to the cellular network, then complete the following steps.
   • Check that the antennas on the Cradlepoint LTE Backup are firmly connected.
   • Verify that the SIM card panel door on the Cradlepoint LTE Backup is secured.
2. If the Backup WAN displays Not Connected, then contact us for further assistance.
   
   Important: If you are using the Internet gateway, then it displays Connected.

Complete the following steps.

1. Do all the devices have power?
   • If yes, then continue to the next step.
   • If no, then see Troubleshooting the UPS Battery Backup Power.
2. Unplug the power from all devices.
3. Plug in the devices in the following order.
   • Cradlepoint LTE Backup
   • Cox Gateway
4. If the connection is not restored, then contact us for further assistance.
   
   Important: If you are using an Internet Gateway, then it displays Not Connected. It will not operate if the Cradlepoint LTE Backup displays Not Connected.