gstrfam's profile

New Contributor

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4 Messages

Thursday, October 30th, 2014 1:48 AM

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Cox Ultimate Internet Speeds Extremely Slow

Last Friday I upgraded from Cox Preferred internet (Speeds up to 50Mbps) to Cox Ultimate (Speeds up to 150Mbps). I was using a Motorola Surfboard Model SB6121 modem and was getting consistent speeds in the mid to high 40's Mbps.  I upgraded my telephone to digital too which required a new modem.  The Cox technician gave me a Ubee model DVW326B modem for the telephone and internet services.  After the technician left I ran some speed tests (Cox Speed Test and Speedtest.net) and found that I was only getting 20-30Mbps consistently with some spikes hitting just under 80Mbps.  After running the speed tests throughout the weekend with the same results, I called Cox tech support.  They scheduled a tech to come out today (Wednesday).  The tech came out and miraculously the speeds were in the 100-130Mbps range.  He told me that all he did was replace a splitter, barrel connector and determine there was no noise in the line.  I will add that the tech said there was nothing wrong the splitter or barrel connector it's just something he does on all his calls. He was here for about an hour and ran the same speed tests I listed above and the results were all over the board. He also called Cox and had them reset the modem.  Prior to him leaving the speeds seemed to be consistently near or over 100Mbps.  I told him that I was not happy with that because it was still not what I was paying for.  He said that he would schedule a tech to come back out in a week to retest the speeds again but I was to call Cox if I had any problems before that.  Well, 30 min after he left my speeds were back down in the 20Mbps range and have been there now for over 4 hours.  I called Cox and after being on the phone for 30 minutes found out that I have to wait until Saturday for a tech to come back out.  

My computer is connected to the modem by a cable not on wifi.

Moderator

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1.8K Messages

11 years ago

Hi gstrfam, run a speed test from the Cox website. It will post the information there for us to review: http://bit.ly/1p4chU9 -Mike

New Contributor

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4 Messages

11 years ago

Here are two tests about 4 minutes apart.


Start

Cox
Net

Download
Speed

Upload
Speed

 
Latency

Your IP
Address

 
Cox Market

Wed Oct 29 9:21 PM

Yes

65 Mbps

25 Mbps

43 millisec

70.xxx.xxx.xx

Phoenix


Start

Cox
Net

Download
Speed

Upload
Speed

 
Latency

Your IP
Address

 
Cox Market

Wed Oct 29 9:25 PM

Yes

14 Mbps

12 Mbps

135 millisec

70.xxx.xxx.xx

Phoenix

Former Moderator

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7.1K Messages

11 years ago

Indeed everything looks ideal from this end.  Have you tried testing from multiple PC's wired?  It may be necessary to have a technician come back out and look at this again. 

New Contributor

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4 Messages

11 years ago

When you say everything looks good from your end what does that mean?  I have been told that three times now and I'm still seeing the same slow speeds.  

Yes, I have tested it on 3 separate computers all hard wired to the modem and I'm getting the same results.

As I stated in my original post Cox is sending out another technician but that won't be until Saturday afternoon. I was told that's the earliest they could get to me.  I guess fixing the problem is not a priority and being a customer for over 13 years has no weight.

Former Moderator

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7.1K Messages

11 years ago

In short, I'm not seeing any performance problems when I troubleshoot from us to the modem.  Because of that this is likely going to be something that a technician will have to troubleshoot further on site to get a better idea of what's going on.

New Contributor

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4 Messages

11 years ago

I will see what the technician says when he gets here Saturday.

I will add that I took the modem and my computer out to where the cable line comes into my house and connected the modem directly into that line.  That way I took my house and any faulty wiring out of the equation.  I tested it for about 30 minutes and the speeds never were consistently between 20-30Mbps.  However, there were a few spikes in the 80's Mbps.

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