Contributor
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73 Messages
Cox Essential Service: Continued poor speeds even after upgrade to DOCSIS 3.0 modem
A friend who has Cox Essential Service is only seeing download speeds of 1.4Mbps and upload speeds of 400Kbps after upgrading to a DOCSIS 3.0 modem. Immediately prior to upgrading, she saw download speeds of about 768Kbps with the DOCSIS 2.0 modem. The speeds are consistent across both a wired device and a wireless device. The speeds are the same on the wired device without the router.
The downstream SNR ranged from 36dB to 37dB, the downstream signal levels averaged 3dBmV and the upstream signal level averaged 42dBmV. A Cox technician ran a test out to the modem and noticed diminished speeds but no other anomalies. He also "reprovisioned" the line to no avail.
H E L P ! T H A N K S .
Accepted Solution
RobH
Contributor
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73 Messages
Trikein:
Thanks for your feedback and advice but I think I have solved the problem for now. I looked at her bill and found that she is only paying for Starter Service, not Essential Service. I find it amazing that through all of the troubleshooting with Cox, starting in February 2013 that included a site visit, it was not pointed out that the line was provisioned for Starter Service. Her bills, going back to January 2013, shows that she was only being billed for Starter Service. Sorry to have wasted your time and the forum's time.
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Trikein
Contributor III
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806 Messages
What are does your friend live in? Need to know what here plan allows for and start there. Also, have you tried bypassing the router? Overall signal levels look good.
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RobH
Contributor
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73 Messages
The Essential Service in her area is rated up to 3.0Mbps down/768Kbps up and the speeds are the same with or without the router. This means that she is only seeing about 50% of rated speeds since upgrading to a DOCSIS 3.0 modem and only about 25% of rated speeds with the DOCSIS 2.0 modem. In other words, she is paying for Essential Service speeds, but is getting Starter Service speeds instead. Thanks.
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Trikein
Contributor III
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806 Messages
1. Are you still on site or have remote access? Might need to do some ping tests or traceroutes.
2. What site are you using to test speeds?
3. What PC did you use for your tests?
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