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New Contributor
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Internet speed problem
I'm having speed problems. I ordered the Premier Internet Service and was told I would have a minimum speed of 50Mb/s down stream. Testing on the Cox speed test since last night results in a 30Mb/s both wireless and wired. I called support last night, We reset the modem, did a few checks and nothing seemed to be an issue. I understand that 30 is still great, but I pay for 50... please explain. The 30Mb/s test is both on the Cox support speed test and speedtest.net.
I have a Cisco EA-4500 and a Motorola Modem, router shows a 1Gb connection between the 2 and my BluRay is connected via Ethernet. I noticed the problem last night when I had a buffering problem on both Amazon and Netflix.
Health_Edge
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Valued Contributor III
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What kind of modem do you have and is it new since the upgrade? You need a DOCSIS 3.0 modem to get the full speeds from Premier.
And the reason I ask if the modem is new, is if you had a DOCSIS 2.0 modem on your account when you upgraded, and got the 3.0 modem after, they may also have the wrong service code on your account. If during the speedtest the needle shoots right up to 32Mbps, then its probably a service code issue.
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RickD
New Contributor
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I would hope I have the correct modem. My install was last weekend. And the modem was purchased through Cox, knowing I ordered a 50Mb/s connection. When I first checked the speed I did get over 60Mb/s...
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Health_Edge
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Valued Contributor III
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What is the modems model number? Should be printed somewhere on it.
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RickD
New Contributor
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Motorola Surfboard SB6182
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RickD
New Contributor
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I could not get a valid IP address connected to the modem directly from my notebook. I rebooted my notebook while connected and ran the trouble shooter. I could not get a connection out to the Internet... Suggestions. I did use two different cable, the one that is connected to my router and another one I had.
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Health_Edge
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Valued Contributor III
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When ever you change what the modem is connected to, you must reboot the modem, or else you won't get internet. So that goes for when you connect the modem direct to the laptop for the test, as well as when you reconnect the modem to the router.
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RickD
New Contributor
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I connected directly to the modem, turned off the modem and back on. Then rebooted my computer. I don't understand the speed test results at all:
Thu Feb 27 7:50 PM
Cox net - Yes
Download - 6 Mbps
Upload - 26 Mbps
Ping - 38 millisec
72.199.79.134 San Diego
When connected to my router I'm still getting:
Thu Feb 27 8:19 PM
Cox net - Yes
Download - 31 Mbps
Upload - 19 Mbps
Ping - 28 millisec
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Jimbo1234
New Contributor
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ChrisL
Former Moderator
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RickD
New Contributor
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I will test it again tonight, just like I've been testing it every night since the 23rd when I noticed the issue. But you do know the definition of insanity, right? Doing the exact same thing over and over again expecting different results? So, may I ask, why should I test it again, did someone do something? Has something changed? I have a service call scheduled for Wednesday. And when I first had the install complete. I tested it then and was extremely pleased with the results, it was approximately 60Mbps down and around 12-15Mbps upload and the ping was about 12ms... That was using speedtest.net, not even the cox/support speed test.
But I will continue, my slightly obsessive behavior and test again... But I'm not expecting different results, unless something has been changed at the Cox end...
Thanks
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Jimbo1234
New Contributor
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ChrisL
Former Moderator
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It looks like your modem may have needed to be reprovisioned, try it now.
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