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RyanK

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4 Messages

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How do I get Cox to Push a new firmware version to my Cable Modem

Hi,

I own my cable modem/ router, a NetGear C6300.  I've been happy with it, but recently my internet speeds have hit new lows.  I pay for 50 Mbps and am lucky to see 15 Mbps for a second or tow (burst) then it settles out at 3 maybe 4 if I am lucky.  I normally don't notice it, but relatives were visiting over the last week and with the 4 of us on the net, three of us were buffering while another watched low quality video.

Reading Netgear forums, they say the new firmware may help the problem, but Cox has to push the latest version.  Users can't update since we might push a bad software revision that hasn't been "tested".  The newest is 1.02.21, I currently am at 1.02.20.  

Ryan

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RyanK

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Ok, so why is my internet so slow......  I pay for 50 Mbps and I only get at most 5 Mbs with only one device on my network.  Feel like I am overpaying for inferior service.

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chris_c21

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625 Messages

RyanK said:

Ok, so why is my internet so slow......  I pay for 50 Mbps and I only get at most 5 Mbs with only one device on my network.  Feel like I am overpaying for inferior service.

Some technical info would help, Ryan.
1) Was your speed test over a wired or wireless connection? If wireless, what is your speed like when wired directly to the gateway?
2) What are your modem signal levels like? You can find them on the gateway's configuration page.

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RyanK

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Within the last month my speed has gone down significantly.  I haven't added any new devices to my network.  

What is baffling is that COX speed test is showing 30 Mbs, but when I do other public speed tests the fastest I can get is 1-10 Mbps download seconds after running the COX test.  This seems weird.  The speed seems to have significantly slowed after the COX cable subcontractor finished rewiring the cable in my neighborhood.

I'm running the testing from my PC via Gigabit - LAN Connection to the gateway.


Below are my modem signals.

How does Cox resolve my speed and latency issues?

Ryan

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 73 813000000 Hz -10.4 dBmV 37.3 dB 293 15
2 Locked QAM 256 74 819000000 Hz -10.9 dBmV 36.6 dB 377 14
3 Locked QAM 256 75 825000000 Hz -10.2 dBmV 36.6 dB 242 56
4 Locked QAM 256 76 831000000 Hz -9.5 dBmV 37.3 dB 1058 5431
5 Locked QAM 256 77 837000000 Hz -10.5 dBmV 36.6 dB 65718 433131
6 Locked QAM 256 78 843000000 Hz -11.2 dBmV 36.6 dB 90295 1132219
7 Locked QAM 256 79 849000000 Hz -11.2 dBmV 36.6 dB 348 137
8 Locked QAM 256 80 855000000 Hz -11.0 dBmV 36.6 dB 271 151
9 Locked QAM 256 81 861000000 Hz -11.7 dBmV 33.7 dB 22205844 9418291
10 Locked QAM 256 82 867000000 Hz -12.0 dBmV 28.3 dB 200142 406470
11 Locked QAM 256 83 873000000 Hz -11.2 dBmV 36.3 dB 455 126
12 Locked QAM 256 84 879000000 Hz -10.7 dBmV 36.6 dB 328 79
13 Locked QAM 256 85 885000000 Hz -12.2 dBmV 35.5 dB 385 240
14 Locked QAM 256 86 891000000 Hz -12.7 dBmV 35.5 dB 486 238
15 Locked QAM 256 87 897000000 Hz -12.0 dBmV 35.7 dB 283 259
16 Locked QAM 256 88 903000000 Hz -12.9 dBmV 35.0 dB 347 280
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked TDMA_and_ATDMA 1 2560 Ksym/sec 21600000 Hz 49.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 26500000 Hz 50.5 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 33000000 Hz 51.0 dBmV
4 Locked TDMA_and_ATDMA 4 2560 Ksym/sec 37900000 Hz 52.0 dBmV
Current System Time: Mon Nov 23 20:52:29 2015

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ChrisL

Former Moderator

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7.1K Messages

@RyanK

When I look from this end the signal levels reported back by the  modem are out of spec and I'm also getting unusual statuses when querying other functions of the modem.  I'd say it's probably time to have a technician come out and take a look.

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RyanK

New Contributor

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4 Messages

I agree. When can I get a technician scheduled? They can call my cell or house number to schedule this week. Thanks Ryan

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NicholeC

Moderator

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885 Messages

Hi RyanK,

We can get this scheduled. Please email us at cox.help@cox.com and include the link to this thread, your availability this week, and the best number to reach you.

Thanks,

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