Discrepancy in Preferred Internet Package Service

Good afternoon.

I’m inquiring about my Cox Preferred Internet Package. I’ve recently started noticing (as of 11/24/2014] a dramatic decrease in my download speeds for Netflix and iTunes movie rentals that I stream throughout the month. I began to rectify the issue by performing a speed test on the cable connection provided by the Internet Tools tab on the Cox.com website.

Cox Speed Test [11/24/2014] - http://i.imgur.com/h44nRl7.png
SpeedTest OOkla [11/24/2014] - http://i.imgur.com/V2SODgb.png
Geek Squad Speed Test [11/24/2014] - http://i.imgur.com/ddGaXoq.png
Testmy.net Speed Test [11/24/2014] - http://i.imgur.com/5TxAxOD.png
Bandwidth Place [11/25/2014] - http://i.imgur.com/ZZGqTBY.png

After purchase of new modem...

Cox Speed Test [12/01/2014] - http://i.imgur.com/uZN5qIw.png
Geek Squad Speed Test [12/01/2014] - http://i.imgur.com/LkqHwrs.png
Speedof.me Speed Test [12/02/2014] - http://i.imgur.com/9UpgbVt.png
WhatsIsMyIP Speed Test [12/02/2014] - http://i.imgur.com/Lsae6rU.png

The speed for my downloads and uploads are not consistent with the Preferred Package offer that I currently subscribe to (50 Mbps) but are actually in line with the lower tiered option Essential package (5 Mbps) that I don’t subscribe.

Preferred Package - http://i.imgur.com/1dC6NUd.png

Another discrepancy is the fact that my download speed has gone down to 5 Mbps or slower but my upload speed has nearly quadrupled to around 20 Mbps. I’m not quite sure how this might occur seeing I haven’t changed my options for internet service within the past year or gone over my data usage monthly stipend.  

Data Plan Usage [11/24/14] - http://i.imgur.com/oYHbqeZ.png

I’m still labeled as Cox Preferred Internet Package whenever I use the Cox.com webmail service.  Both my NETGEAR Wireless Router - N600 Dual Band Gigabit (WNDR3700) and my recently purchase new Motorola SURFboard Modem SB6183 (which while offered as a recommended modem choice by the service is actually strangely configured to perform irregularly on your service that you offer - http://forums.cox.com/forum_home/internet_forum/f/5/t/7422.aspx) are currently firmware updated. The requirement for a DOCSIS 3.0 modem has been attained but no noticeable difference in speed increases for the package that I subscribe to has been achieved. The only noticeable change in any other aspect of service has been a video service/equipment audit that has no explanation behind it beyond a price quote of $37.97.

I’ve already had my son write to customer service about this issue before the holidays with no response given. I’m hoping this is just an error and not a slight of hand trick to wager more money for service not properly rendered. I hope to speak with a customer service rep soon on the matter.  Thanks for the accelerated response to this issue before my next bill comes in the mail.