Time Capsule Keeps Disconnecting From Internet

I'm having an issue with my internet and I've run out of things to try. I have the newest tower Time Capsule with AC connection.


I've replaced the cable modem and have removed my extender. Still get disconnects every 12 hours or so. I can still access my local network, just the internet disconnects. I've done a hard reset and replaced the cables. All WiFi devices cannot connect. What are my options?

iMac (Retina 5K, 27-inch, Late 2014), OS X Yosemite (10.10.1), Core i7, 295X

Posted on Mar 23, 2016 1:15 AM

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15 replies

Mar 23, 2016 3:14 AM in response to theBigD23

Unfortunately, we don't have much in the way of specific details that would help us try to figure out what the real issue here might be......things that you may have already done......but did not mention in your post.


Have you connected your computer directly to the modem for a few days to see if the Internet connection "holds" that way.....or.....whether the Internet disconnection issues still continue during the "test" period?


Have you had a technician from your Internet Service Provider (ISP) out to your house to inspect all of the wiring and connectors associated with the Internet line?


What is the make and model number of the modem? We ask this because there are some known compatibility issues between the Motorola/Arris SB series of modems and the newer 802.11ac models of the AirPort Extreme and AirPort Time Capsule.


Who is your ISP? Most ISPs are in the current process of implementing a new type of Internet connection called IPv6 into their current systems, which requires updates and changes on the system that are supposed to occur smoothly overnight.....but sometimes cause a loss of the Internet connection in the process. IPv6 implementation is going relatively smoothly for most ISPs, except one major player in particular that is having numerous documented issues with current Apple routers.


Finally, there have been some power supply stability problems on the newer AirPort routers, which cause a momentary intermittent loss of voltage resulting in a lost connection when the AirPort automatically restarts. This issue is very difficult to catch, since it occurs very briefly and you almost have to be staring at the AirPort at the time to know that it has occurred. If everything else checks out, it may be the AirPort router that needs to be replaced. I've had this problem personally, and the only solution was to replace the AirPort router.

Mar 23, 2016 8:54 AM in response to theBigD23

Help. Me too. I have Cox, with an Arris Surfboard SB6141 DOCSis 3.0 that I bought in December. Bought a new Airport Time Capsule at the same time, thinking the spotty dropouts were old equipment. Technician from Cox says the signal is fine. And the modem shows that it's getting the internet when the Airport says that it's not getting internet.

Is it the Arris issue you mention? What should I do?

Mar 23, 2016 9:26 AM in response to RobinHope757

It may likely be both a modem and Cox issue. We know about difficulties with the SB 6141 modem, but now things are more complicated.


Cox has made a number of recent changes on their service to implement new IPv6 service, but the project is not ready for full roll out yet. Unfortunately, if you ask Cox about this, they will tell you that Apple routers....and possibly other brands are not compatible with the changes that have been made on the Cox system.

The "solution" that Cox suggests for now is for users to disable the IPv6 signal that is coming from the Internet on the Apple router. We can tell you how to do that on the Apple router, but we cannot say whether this will help with the disconnection issues. If they continue, then you might want to think about trying another modem.

I would suggest that you contact Cox support about this, or check the Cox website for more information to see if there are any new developments on this issue. For what it's worth, users on other providers like Comcast and Time Warner are not having IPv6 issues, so it appears that Cox has chosen to implement things in a different way.....or....they may not be ready for the full roll out of their IPv6 service at this time.


If Cox has any new information to provide, please let us know to we can pass that on to other users who are having issues, just like you.

Mar 23, 2016 11:16 AM in response to Bob Timmons

Thanks, answers to your questions:

  • I haven't connected the computer directly. My wife and family members need it to work, so that test is hard for me to do.
  • No connection, but they replaced cabling in December and said the signal was strong. Cox tells me that signal to the modem is not lost.
  • It's the Arris SB6183
  • Cox is my ISP
  • I think my best route is changing the router, but the problem is I have 1 TB of data I need to move, plus it's out of warranty. I need to call Apple to see my options.

Mar 23, 2016 11:57 AM in response to theBigD23

To disable the IPv6 Internet signal from Cox that is causing so many issues for Cox users......apparently since Cox has not fully implemented their new service......


Open Finder > Applications > Utilities > AirPort Utility

Click on the picture of the Time Capsule

Click Edit in the smaller window that appears

Click the Internet tab at the top of the window

Click the Internet Options button near the bottom of the window

Make sure that the setting for Configure IPv6 is set to Link Local Only

Click Save, then click Update and give the Time Capsule a minute to restart


You may still notice disconnection issues since the Motorola/Arris SB series modems and the Apple routers do not seem to get along very well together.


When Cox is ready to roll out the new IPV6 service, I cannot say whether you will be able to get the Apple router to work at that time. On their website, Cox has posted a notice that the changes that they have made on their service are not compatible with Apple routers.

Mar 23, 2016 11:42 AM in response to Bob Timmons

Thanks! I just changed it to Link Local Only. I previously had turned it completely off.


This is from Cox: "Cox has determined that Apple AirPort Extreme routers, including Time Capsule models, can experience Internet connectivity problems when running IPv6 on firmware versions 7.7.3 and earlier. Customers can resolve the issue by disabling IPv6 from the AirPort Utility on the iOS or OS X device."


I hope Apple updates their router soon.

Mar 23, 2016 11:55 AM in response to theBigD23

You lose the benefit of IPv6 connections from the Internet, but since Cox has apparently not rolled out the new service fully, you won't be missing anything at this time.


When Cox is ready to introduce the new service.....if their changes really are incompatible with Apple routers and other brands..... then that is not going to make users very happy who are paying for a service that they can't use.......who will also be forced to buy new equipment at that time.


Not sure who needs to update their product.......since IPv6 on Comcast and Time Warner works just fine with the Apple routers. It seems to me that if Cox has made changes and they don't work with an Apple router......the ball is in Cox's court.

Apr 12, 2016 7:18 PM in response to theBigD23

I have an Airport Extreme and I'm using Mediacom Cable. They've replaced my cable from the pole to the house, the house to the modem, the modem, and the cat cable to the airport. My Airport disconnects 30 minutes on the dot overtime it gets up and running. I have to unplug the airport and plug it back in to get it to work for another 30 minutes. Anyone have an idea on fixing this?

Apr 13, 2016 7:35 PM in response to theBigD23

The path on mine was a little different.


Finder > Applications > Utilities > AirPort Utility

Click on the picture of the Time Capsule

Click Edit in the smaller window that appears

Click Advanced

Click IPv6

Make sure that the setting for Configure IPv6 is set to Link Local Only

Click Save, then click Update and give the Time Capsule a minute to restart


also, I changed the DNS server to 8.8.8.8


so far so good.

I have Cox as my isp

TIme Capsule 3tb

Arris Motorola SB6183

Netgear router GS108 Gigabit

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Time Capsule Keeps Disconnecting From Internet

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