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Troubleshooting a Wired Internet Connection

Solution

Use the following steps to resolve internet connectivity issues.
 

If you are connecting a new modem, then refer to Cox Certified Cable Modems to ensure your modem is compatible with our network. To add a new modem to your account, contact us.

1

Turn off any devices that are using the internet. Some common devices are listed below.

  • Desktop computer
  • Cell phones, tablets, or other mobile devices
  • Laptops
  • Gaming systems
2

Find your modem and unplug the power cord. You'll see the modem lights turn off.
 

image of unplugging the modem power cord
3

Verify that your modem cables are connected.

  • Coaxial cable - Verify that the cable is connected tightly to the cable outlet on the wall and to the back of the modem.
  • Ethernet - You may see what resembles an oversized phone cord connecting your modem to a router or desktop computer. Cox recommends using at least a Category 5E (CAT5E) cable for all packages.
    • On the router, make sure the Ethernet cord connects to a port labeled Ethernet, IN, or WAN. If it's not there, then you'll need to move the cord to the right location.
    • If the Ethernet is connecting to a computer, make sure both ends of the cable are connected securely.

image of generic modem and cable connections


Don't move any phone cords plugged in to TEL 1 or 2 ports.

4

Plug the modem's power cord back in.

image of plugging in the modem's power cord

Result: The modem lights start to flash and light up. Allow the modem up to ten minutes to finish processing.

5

Turn on your computer.

6

Test your internet connection with the following steps.

  1. Open a web browser.
  2. In the address bar, enter www.cox.com and then press Enter.
    • If Cox.com loads, then no further action is necessary. All steps complete.
    • If Cox.com doesn't load, then continue to the next step.
7

Refresh your computer's IP address using one of the following processes.

8

Re-test your internet connection.
 

Still having problems connecting to the internet? Contact us to continue troubleshooting.

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