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How can I get closer to the "up to 50 Mbps" speed I'm paying for? I've already been on phone support twice and have had a technician come out.
My speed tests as of 10 minutes ago (laptop wired directly to my Cisco DPC3825 modem with ethernet):
Speedtest 1 - Down: 13 Mbps, Up: 17 Mbps
Speedtest 2 - Down: 19 Mbps, Up: 13 Mbps
Speedtest 3 - Down: 27 Mbps, Up: 12 Mbps
Speedtest 4 - Down: 26 Mbps, Up: 13 Mbps
These tests are all in line with what I've been getting since my service was connected about 3 weeks ago, regardless of time of day (early morning, midday, late night). I've called tech support twice and the issue was not able to be resolved over the phone. On the second call, I was transferred to the advanced support tier, and the issue was still unable to be resolved.
A technician was then sent out to my apartment. He said all my connections were solid, and I passed all his diagnostics tests for bad connections. He ran speed tests, saw the low speeds, and determined it may be an issue on the outside main line. He told me to wait a few days for the main line to get worked on. It's been a week and a half since then, and I still have no improvement.
I know the speed is listed as "up to" 50 Mbps, but regularly less than 30 is unacceptable. The kicker is that I was getting speeds of 46 Mpbs on WiFi immediately after my service was installed (when I returned home later that, I noticed the extremely slow speeds), so I know those speeds are possible.
I'm not sure where else to go for assistance.
Thanks in advance.
ChrisL
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7.1K Messages
11 years ago
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ChrisJ_NOLA
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9 Messages
11 years ago
I'm not using a router. I'm plugged directly in to the Cox-provided modem.
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msnell
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1 Message
11 years ago
I'd be thrilled to get anything near your Test 3 and 4 results and I agree that nothing under 30 Mbps should be acceptable for the increased price. I am consistently downloading at 10 Mbps and my uploads are an embarrassing 5 Mbps.
after clearing my cache and cookies per Tech Support instructions I am now at 8 Mbps. They have been unable to explain and I am trying to escalate the issue.
I am running through a high-speed wireless router which I'm sure has some effect but this is typical for a residential network and should be taken into account in Cox's advertising. We can't all be hardwired into a modem or router.
Still waiting for a solution and hoping this isn't systemic as I am hearing this same complaint for everyone here in the local area who has Cox.
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ChrisL
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7.1K Messages
11 years ago
Could you confirm for me what make/model modem you're using?
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ChrisL
Former Moderator
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7.1K Messages
11 years ago
In your case I think it's a simple matter of the modem not being fast enough for the tier of service you subscribe to. I'd suggest considering an upgrade to a DOCSIS 3.0 model, that'll give you access to the recent free double download speed increase and help provide more consistent speeds.
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ChrisJ_NOLA
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9 Messages
11 years ago
*Accidental Duplicate*
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ChrisJ_NOLA
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11 years ago
Cisco
Model: DPC3825
DOCSIS 3.0 Gateway
P/N: 4038277
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Domino
Valued Contributor III
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2.8K Messages
11 years ago
A combination modem and wireless router. It's been getting horrible reviews on Amazon for nearly 2 years. ACK! Meanwhile, I'm getting 60 Mbps on my 50 Mbps account with my simple little 6141. Moral to the story? Stay away from wireless router/modem combos.
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Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
Do you have a router connected to the gateway? If so, that is not optimal and may be causing some of your problem. You may want to get a stand alone modem instead of the gateway, or put the router in AP mode. What modem router is it? Also, have you done any tests direct to the gateway?
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ChrisL
Former Moderator
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7.1K Messages
11 years ago
I see now, were those test results obtained using a wired connection? Do you have any other wired devices you can try testing with?
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ChrisJ_NOLA
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9 Messages
11 years ago
@ChrisL
Those speed tests were obtained using a laptop with a wired connection directly to the modem. I have another laptop that I have tested the speeds on with the same wired connection directly to the modem, and the speed tests are comparable. Additionally, I also have a PlayStation 4 game console that I have tested the speeds on with the same wired connection directly to the modem, and the speeds are also comparable.
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ChrisL
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7.1K Messages
11 years ago
By chance were any of the laptops using gigabit Ethernet connections? That can actually be a bit hard to come by on newer models.
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ChrisJ_NOLA
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9 Messages
11 years ago
@ChrisL
My main laptop that I have been running the test on does have a gigabit ethernet connection; I'm unsure about the other laptop.
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ChrisL
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7.1K Messages
11 years ago
It sounds like you have tried just about all you can to try and troubleshoot and everything looks good from this end. It may be necessary at this point to arrange for a technician to come out and troubleshoot further.
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ChrisJ_NOLA
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9 Messages
11 years ago
@ChrisL
I've already had a technician come out with no solution. What would the technician be able to do with another visit that wasn't done in the previous visit?
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