COX won't update customer provided modems after screwing up Gigablast speeds....

I have Gigablast service that is now suddenly topping out at 300mbps DL and 5mbps UL.  Up until last week I had full 1000mbps speed DL and 40mbps UL.  My modem is a Motorola MB8600.  Its obvious that COX has changed their system in some way within the last week or so and caused this issue. 

I had a COX tech come out who determined that my modem is the issue and most likely needs a firmware update but that they wont update it since its customer provided! 

I contacted Motorola who told me that they do have a firmware update to my MB8600 which they have forwarded to COX to provide to their customers. They said that ALL updates should be provided by COX. They said they specifically created this firmware after COX system updates have created intermittent connectivity issues and degraded speeds to many Motorola users modems.

Motorola said they will contact COX to tell them they should be pushing this update to me.  We will see what happens....

Oh, and as a cherry on top, it looks like COX will be charging me $75 for the service visit since the problem was a "customer equipment issue".

  • Any updates? Recently upgraded to gigablast from 300. Got a Netgear CM1000. Speeds capped right around 300 with a few above near 400 and a few low around 150. Tech came out, saw his meter check the line at 1.1 Gbps. Went and got the MB8600 thinking it was a firmware issue on the Netgear. Same issue. Right around 300. Checked connected to router and modem direct. No change. Using Surface Pro 4 with docking station that has gigabit port. I had more stable internet at 300 and a DOCSIS 3.0 modem. 

Reply Children
No Data