Forum Discussion

SoManyProblems9's avatar
SoManyProblems9
New Contributor II
10 months ago
Solved

Cox Increases Fiber-Powered Internet Speeds for Most Customers

I saw this post on the Cox website and was excited: https://newsroom.cox.com/Cox-Increases-Fiber-powered-Internet-Speeds I checked my service speed on cox.com and it looks like I was upgraded to 50...
bad service
coxsupport
internet
  • SoManyProblems9's avatar
    SoManyProblems9
    10 months ago

    In Summary: If your Plan Speed In the Cox Wifi App when running a speedtest does not match your service speed on your Cox.com account. You will most likely need to have Cox Support "Fully" Reprovision your Modem.

    Fixed and working! Thanks Brian from Cox Support!

    Below From Cox Agent:

    I apologize for any interruption if you were actively online, but this should be working now. I was able to fully reprovision the modem and now it is showing the proper quality of service for 500 Mbps download.

    This link is proof of working system at correct speed from Cox Wifi App Speedtest: Link

WiderMouthOpen's avatar
WiderMouthOpen
Esteemed Contributor

The two possibilities I can think of is either the upgrade isn't live in your area or there is heavy congestion. Do you live in a heavily populated area like a apartment? Do you see two downstream OFDM channels? To check your signal levels go to 192.168.0.1 in a browser > username:admin password:password > Connection > Cox Network. Under your downstream channels there should be 2 separate OFDM channels.

keddy's avatar
keddy
New Contributor III
10 months ago

I have a similar problem. My new service is listed as "Go Faster Internet" with a speed of 250 Mbps. Previously it was named  "Internet Essential Classic" with a speed of 150 Mbps. I am getting the exact same speed as before-no change. Since the new speeds went into effect about a week ago I would imagine that Cox has not completed provisioning everyone to their new speed. Perhaps a Moderator would have more information on the topic.

  • SoManyProblems9's avatar
    SoManyProblems9
    New Contributor II
    10 months ago

    Yes, I went from the "Cox Internet Preferred" to the "Go Even Faster Internet". Unfortunately when I asked Cox support about my issue, their only recommendation (Outside of the typical restart your modem) was to replace my cox supplied modem or to send out a technician. I thought this would be a waste of time (Due to my speed tests being so stable and consistent at 299.8Mbps over numerous tests which lead me to believe this was throttling on the ISP's side). I figured this would be corrected by my next data usage cycle which refreshes on July 18th. I guessed they would have some automatic provisioning system that triggers with billing/data cycles, so that they don't overload their system and just upgrade 75% of the city on the same day.

    • CuriousJ's avatar
      CuriousJ
      Contributor
      10 months ago

      That sounds logical, let us know! How old is your modem? Mine is 2 years old and I refuse to replace it yet despite Cox insisting that's my problem.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    10 months ago

    That's a possibility. I wish the gateways showed the configuration file from Cox. That would show the provisioned speed. I tried asking a moderator here but they didn't seem to have any information.

  • LisaH's avatar
    LisaH
    Moderator
    10 months ago
    Hi Keddy. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator
  • LisaH's avatar
    LisaH
    Moderator
    10 months ago
    HI SoManyProblems99. We will be glad to look into your account personally and assist you with finding out what is happening with your internet speed. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator
    • SoManyProblems9's avatar
      SoManyProblems9
      New Contributor II
      10 months ago

      I started the conversation with Cox Support and here is where it lies to keep the forum community informed. I haven't heard a response in the last hour. I'm guessing they are trying to fix the issue on their end. I will update once they provide more information.

      Below From Cox Agent:

      Thank you so much for allowing us to assist you with the internet speed concerns. I understand wanting to experience this new speed increase and see just how fast 500 Mbps download is. I have had a chance to review the modem's configuration and sent a signal to provide any new updates to the modem. It should be restarting right now. Once it is back online, can you test the internet speeds at www.cox.com/residential/support/internet/speedtest.html#runOoklaSpeedTest and let us know the results?

      Below From SoManyProblems99:

      That didn't work. See attached image from {Cox Wifi App} speed test. It is still saying my Plan speed in the modem is 250Mbps. My Speed to Gateway is 299.6 Mbps.Cox Wifi Speedtest Result

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        10 months ago
        I have had a chance to review the modem's configuration

        Try asking them straight out what your configuration file is. Seems like they are just sending a SNMP reboot command and hoping for the best. See if they can reprovision your modem. That's just when they remove the service from the modem and add it back on. It can resolve provisioning issues on the backend. Thanks for updating the forum. Good luck!