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quick_sanders

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7 Messages

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Getting max speed of 33 mbps but i have premier service and should be up to 110 mbps

i have docsis 3 modem and 110 mbps plan but my speed is capped at 33. Tried powering off modem, powering off pc, then back on as recommended by cox support rep but no change... still maxes out at 33. what could be the problem? thank you

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EdwardH

Valued Contributor

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755 Messages

The service codes and firmware for the modem are showing correct, however the downstream levels are not bonding which will cause problems with the higher speeds. Is that modem connected directly to the wall outlet or going through a splitter or filter?
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quick_sanders

New Contributor

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7 Messages

Directly to the wall.

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quick_sanders

New Contributor

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7 Messages

Thanks for the response Ed. If you think there's an issue with the cable, I can use a different wall outlet and hook up the exterior connection to that line.

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ChrisL

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7.1K Messages

The signals definitely look very ugly from this end.  I'm particularly concerned however that the lower channels look horrible but the high channels appear fine.  This would be a very unusual circumstance rather than natural signal loss.  Trying different outlets would be a great idea however should that fail it may be necessary for a technician to come out and investigate further.

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quick_sanders

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7 Messages

thank you Chris I'll try another outlet

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bluepoethart

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3 Messages

Hi, I have Premiere internet, but download speeds are all over the map, mostly very low. Tonight, it's at 1mpbs, for example. I have a new 3010 Cisco modem, and a new router, but it has not helped. Please, can you'all take a look, and see what kind of signal I'm getting? Thanks, Blue Start Cox Net Download Speed Upload Speed Latency Your IP Address Cox Market Sat Oct 11 6:16 PM Yes 1 Mbps 1 Mbps 6 millisec 72.201.90.153 Phoenix

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quick_sanders

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Ok, I connected to another outlet and the results are the same, max of 33 mbps. Could there be a problem with the modem itself? If you don't think so then can we get a technician to come out?

Thank you.

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EdwardH

Valued Contributor

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755 Messages

@Bluepoethart The modem's levels are going in and out and currently are barely reporting, have the speed issues been ongoing there or happening at specific times of day?
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EdwardH

Valued Contributor

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755 Messages

@Quick Sanders The signal did not show any major improvement on the logs so a technician is likely needed, we can that set up for you if you email us with at cox.help@cox.com with the street address for the account.
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quick_sanders

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7 Messages

Ok, sent. Thank you!

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bluepoethart

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EdwardH said:
@Bluepoethart The modem's levels are going in and out and currently are barely reporting, have the speed issues been ongoing there or happening at specific times of day?
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They have been going up and down all through the day, but much worse in late afternoons. I was finally able to reach one of your techs, on the phone, and they are sending someone out, this afternoon, to check the line. I was told that everything was outside the parameters, as far as signal. This has been a problem, for several weeks, but slowly getting worse. Thank you for responding...hopefully, the issue will be resolved, this afternoon. Will let you know...

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bluepoethart

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Update: Technician came out and did some work on the lines, plus filters and an amp. We are now getting speeds of over 120mpbs! Very happy! We just had some issues with some old cabling, and previous technician apparently didn't know what he was doing. Thanks for the response, Cox!

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Becky

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4.3K Messages

Hi Blue,

That is great news! Thanks a bunch for the update. Please let us know if something like this happens again.

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quick_sanders

New Contributor

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7 Messages

A big thank you to the Cox team! Technician fixed my speed problem and now I get 130 mbps...awesome! The cause was some water damage to the cabling. Thank you all again!

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ChrisL

Former Moderator

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7.1K Messages

Awesome news, glad to hear that all worked out.

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