New Contributor
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5 Messages
Download Speeds Dropping
I'm a new customer as of last month, and lately (after the first of the month) my download speeds have cut in half. The day the technician came out I checked my speeds and I was at a constant 30 mbps, and then I checked again on 7/31 and the speeds were still at 30 mbps, but when I checked yesterday I was getting a steady 14 mbs, and today I was getting 18. Is there anything I can do to get the speeds back to where they were?
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vortecks
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5 Messages
I'm going to bump this before it gets lost
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Trikein
Contributor III
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806 Messages
Were you looking for a response only from a Mod or other users? If the later, we will need a lot more info. Signal levels, network layout, testing procedure, troubleshooting steps, condition and variable of symptoms, etc.
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vortecks
New Contributor
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5 Messages
I would prefer a response from a mod, because from what I could piece together I think that they can get a closer look at my connection than I can - but anyone that can help would be greatly appreciated. Also I know the mods did try yesterday to refresh my connection, or at least that's what technical support said (and by the way, they weren't real productive in fixing this issue). I'm going to attempt to do my best at answering everything you asked, and I also would like to show you a screen shot of my upload/download speeds. I had my internet connected on 7/20, and that's the first day that I checked my speeds...
You can see how after this month started the speeds drastically dropped. And that also may be my plan just kicking in, I asked for premier (up to 50 mbps download), and they gave me preferred (up to 25 mbps). I'm alone in my new apartment and only have one pc connected to the internet, and that may be why the customer service guy over the phone went with preferred instead of premier.
So as far my network layout.. I have a two cable lines split at the wall.. one runs to my dvr box for cable, and one runs to my modem, in another room.. from the modem the only thing that is hooked up is my pc and that's with an ethernet cord.
For my testing procedure I have unhooked every thing and hooked it back up after 30 seconds, there's really nothing else I can do. On my PC and phone I make sure all processes are canceled when I test my connection, there's nothing download in the background or taking up bandwith.
Now if it is just my plan, what is the point in giving someone 30 mbps download for the first month, and then dropping that in half, or even a third for the rest of their contract?
Also I contacted support via live chat and they said that it could be my modem, and I don't think that's the case.. it's brand new and hasn't moved since I got it. I don't want to send anyone out to look at my setup and tell me that there's nothing wrong, and then in turn have to pay for that. If it was necessary I would be more then happy to do it, but I think that it could be just procedure for Cox to drop your speeds after the first month, and I know technicians are not suppose to say.. And also how will I know if I hit my data limit? (250 GB downloads).. and what will happen? Just slower internet speeds?
Thanks I appreciate you looking at this, if there's any other information I can give you just let me know
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Trikein
Contributor III
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806 Messages
You are right that a Mod can see more then I can, and even more then you can, so if a Mod is reading this, please don't let my response negate your attention.
With that said, I notice a couple things, and I have a couple questions. First what I noticed;
1. Your upload seems consistent, so its possible if the problem is signal related (something we haven't confirmed yet) its probably has more to do with your downstream power level or Signal to Noise(SNR).
2. A change of service, if everything goes correctly, should take place as soon as the modem reboots and loads the new configuration file. It is that file that dictates the speed that modem can connect at. It is possible it didn't load right away, or its possible it loaded the wrong configuration file. I know some markets have different files for Premier on a DOCSIS 3.0 modem vs Premier on a DOCSIS 2.0 modem. But considering 10-15Mb is low for any of the Premier or Prefered packages, I don't think it is directly relevant, but something you should ask about next time you are in communication with a Cox employee.
3. I do not think Cox is doing this intentionally. Not only would this be very hard to accomplish on a technical level, but I don't see how they would benefit. The very fact that the Cox salesman under sold(Preferred and not Premier) shows good faith on their part.
Questions:
1. You mentioned you only have 1 computer, and you strongly insinuate that it is connected directly to the modem, but I just want to clarify; you don't have anything between the modem and the PC correct?
2. What model modem do you have? I can show you how to see your signal levels from it.
3. What state are you in and which servers are you testing from? If you not comfortable answering this, then by all means, don't. I just ask because it would give context to the screen shot provided. I see a increase in latency when your problem is most severe, but if you were testing from a different server, specifically one further away, this would be natural/normal.
4.What Internet plan do you have now? Preferred or Premier?
5. When you reboot everything during the problem, does the problem temporarily go away, or do those steps produce any change in symptom?
6. Have you ever tried JUST rebooting the modem, or JUST rebooting the computer and seen signs of improvement? I am trying to isolate the issue.
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KipK
Former Moderator
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606 Messages
Indeed we can.
Who said who did what now? I can't see where any of my team have touched this yet.
That sounds fine, as long as the outlet can support two devices. Your signal levels look good right now, so that should all be OK.
That's even more than I'd ask someone to do for a simple speed test.
If we even have a way to do that deliberately, I'm not aware of it. Once you're provisioned, that's the speed you get. You're on the 25mbps Preferred tier, you should get 25mbps. We say "up to" as a matter of policy, but we actually provision modems for their tier speed plus 10% (27.5mbps for Preferred) in order to allow for overhead, and then PowerBoost adds on top of that, so you should really never have a problem getting the speed you pay for, as long as all the lines and equipment are in a condition to support it.
Uh-uh. I honestly have no idea where we're going with our usage limits, but there is no throttling and no overage fee for now. What we will do is send an email to let you know when you hit it.
Honestly, at this point I think a service call may be the best option. I can't figure out any kind of pattern, and I'm not seeing any packet loss, any outage listings, or anything in the signal readings that would explain it.
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Trikein
Contributor III
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806 Messages
I concur with Kip. Sounds like he has your issue well in hand.
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vortecks
New Contributor
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5 Messages
Thanks guys, I appreciate the responses. I have a technician coming out on Friday, and I'll let you know how it goes. Thanks again!
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vortecks
New Contributor
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5 Messages
Okay the tech came over and after about an hour and a half and a new modem we figured there was nothing else he could do to get my speeds back to where they were. If it's anything it's probably my PC, which is for another forum, but I just built it and the motherboard was new four months ago. Hopefully that's the issue and I can figure out how to fix it.. Thanks for the support though guys, I appreciate it.
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