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Youtube is terrible through my Cox service and you guys claim it isn't your fault

Ticket number:  1846469

I currently have the companies 150Mb service. The good news is that I'm definitely getting the speed I pay for on a site like, the bad news is that when any device in my household (iPhone, iPad, macbook, roku, etc ) is trying to watch a video on youtube it's worst than a 14.4 modem. 

At first I thought it was my hardware, I bought the latestest Docsis 3.0 modem and bought a new 802.11ac router to make sure everything was up to date on my side but that didn't help. I took my router out of the equation and that didn't work either. Ultimately it led me to do some research online where I realized I wasn't the only one with this problem. 

With some feedback from others I've tried using google dns, open dns but neither one had an impact on how bad is through my cox service. 

I was able to get around the problem by connecting with a vpn service as if I was connecting from Canada. Everything worked fine but ultimately this isn't a solution when there are guests at my home and connecting through vpn on a mobile device can be cumbersome. 

I then called Cox hoping to get some answers or suggestions from them. The first person I got on the phone was beyond empathetic, she sounded as mad as I was with the problem because she was well aware of it and seemed to even be suffering from the issue herself. She took down some notes and put me through someone in level 2. 

Things didn't go so well in Level 2, I though he would simply own up to it and tell me it would be escalated as this is a common complaint but he actually turned it on making the argument that if you are getting the speeds you pay for through speed tests and every other site works fine "why are you calling us" is the problem. 

I sided with this notion a little bit but it just doesn't make sense when youtube is trying to eliminate buffering all together why would it want to slow me down with a connection as fast as mine. 

If I connect with my phone or iPads LTE service videos load a million times faster and I'm easily at a tenth of the speed that my cox service is providing. 

I pay $110 to cox a month and I pay youtube nothing which I think it's natural to complain to cox but the rep did make me wonder if the problem was stemming from the site. 

I personally don't believe it's the site and something going on with my isp but it's to complex that I wouldn't be able to prove it either way. 

I just want to work.

The only solution would be to switch isps but centurylink is my only other option at 1.5Mb per second, they would have to pay me to use internet service that slow. 

No Data
  • I pay $110 for the 150Mb service. I'm going to call up and go down to the 50Mb and save myself the $36 a month. I literally got thee 150 meg service for sites like youtube so that video streaming could be as seamless and possible. 

    It doesn't make sense to give these people any extra money even though I'd love too if it would work. 

No Data