New Contributor
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Firmware for modem
Well we just had to spend $300.00 for a new Netgear DOCSIS 3.0 modem and router in order to try and get the High speed that we are paying for. Called in our modem last night and its up and on the COX service. Asked them about updating our modem with the firmware and they stated on the phone they don't do that. Reading on other forums on COX I saw that usually firmware updates are done after midnight and others said they were told COX doesn't do that.
SO I emailed support and haven't heard back from them yet. I did the Transfer Data test after we got our new equipment up and running and was disappointed n the results. It really didn't look any better than the testing results from our old DOCSIS 2.
Download consistency was at 46% and upload consistency was 42%. Those were close to what we had so the only change we saw was no dropping of signal with the new modem. We haven't timed out on loading pages or getting email so that's the only improvement we have really seen.
When and how will we know the firmware is updated or how should we handle this? We spent a lot of money to be sure we get the speeds we're paying for. Would not be good to be stuck in neutral when we're doing everything to speed shift our way through the internet.
Accepted Solution
ChrisL
Former Moderator
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7.1K Messages
12 years ago
You could try that however you would have to send them the modem in order for them to update it. Cable modem firmwares are pushed out by the provider (us in this case). It also just occurred to me that there are two different Premier service tiers. One for those with 3.0 modems and another for those without. If you upgrade to a 3.0 modem that does not automatically change your account. Looking again it appears you're still on the old service code. Because of the way your account is setup I'm not able to change it myself. That'll require a call into our sales team to change the Internet service code on your account to the one for DOCSIS 3.0 modems.
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ChrisL
Former Moderator
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7.1K Messages
12 years ago
For the modem you have we do not have updated firmware.
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force113
New Contributor
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40 Messages
12 years ago
Do we need to contact netgear then?
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force113
New Contributor
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40 Messages
12 years ago
THANK YOU THANK YOU!
I was hoping that COX supported the modems they recommended and ours was one of them. I called COX and our account was changed and testing download and upload speeds shows its doing exactly what we hoped for.
Thanks again for your quick and GREAT advice. I recommend going through you for support seeing all we ever get from the email side of support is the following typical advice which would have cost us a service call and I got this email this morning:
Thank you for your loyalty over the past 11 years. I understand you are
still having difficulties with the service. I apologize for any
inconvenience this may caused you.
In this case I recommend schedule a technical visit for you. The closest technician available is on 05/06/13 between 8:00 am - 10:00 am and also between 3:00 pm - 5:00 pm. These times are subject to change, so please contact us as soon as possible to confirm the date and time you are interested in.
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desmo
New Contributor
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5 Messages
12 years ago
Hi Chris,
I seem to be having the same issue. I am in Las Vegas and just upgraded to a new Motorola SB6141 DOCSIS 3.0 modem from a 2.0. My download speed is no different than it was before the upgrade (16Mbps). My preferred plan is supposed to give me 25Mbps when taking advantage of a DOCSIS 3.0 modem which is why I purchased this upgrade (Cox sent a message saying I should upgrade in order to take advantage of the new higher speeds my plan offers).
Why is there no speed improvement after this upgrade? Shouldn't I be getting the 25Mbps I'm paying for? Does my modem have the most up to date firmware on it? How can I tell? By the way my SB6141 is the retail "white" version.
Thanks
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ChrisL
Former Moderator
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7.1K Messages
12 years ago
Only the Premier service tier was affected by this issue. Your most recent speed tests I see show results in excess of 25Mbps. Are you still seeing speed problems?
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desmo
New Contributor
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5 Messages
12 years ago
No more problems. Derrick was able to help me out. Thanks!
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