New Contributor
•
2 Messages
Internet speeds slower after upgrading service
I upgraded from the preferred 50 Mbps to the premier 100 Mbps service. I was getting about 60 Mbps before and now I am only getting around 32 Mbps. I have reset modem and router many times, upgraded router firmware and tried connecting directly to the modem with no change. I am using a Motorola SB6121 Docsis 3 modem and always use wired connection. Any help would be appreciated.
Accepted Solution
ChrisL
Former Moderator
•
7.1K Messages
@sandman525
I went ahead and fixed your account, let me know if you see any improvement. One area of concerns I have however is the equipment you're using may not be the best for achieving 100Mbps service. We recommend an 8 Channel DOCSIS 3.0 modem as well as a router with gigabit Ethernet ports.
0
0
smtips
New Contributor II
•
329 Messages
Call Cox and tell them you need your service code updated if you've upgraded and only getting 32mb. This is happening to hundreds, if not thousands of customers. The solution is a simple "flip of a switch" on Cox's side to put you on the higher service code to enable the speed. You can see that hundreds and hundreds of people have been posting the same issue here on the forum. That doesn't even include all the people who probably called in because their speed wasn't right.
Cox is completely INEPT offering to upgrade people without just updating people automatically when they buy a service that takes them beyond the 32mb limit.
If this were a computer company pulling this "after-the-fact" nonsense, I can assure you they'd already have a class-action lawsuit against them. I think someone with the time and money should do just that to Cox, they are basically rate-limiting your connection when you upgrade with NO ACTION until YOU TELL THEM ABOUT THE ISSUE THEY HAVE KNOWN FOR A LONG TIME EXISTS.
Think of all the people who don't know any better, who pay for an upgrade, and are getting the speeds of a plan costing 30-50 bucks less a month and don't realize it for a month, two months, whatever. Cox is STEALING from those people by not upgrading their service without the customer having to call in.
0
0
AllenP
Valued Contributor
•
1.7K Messages
I don't disagree with you, smtips, Cox should automatically update the service code as part of the process when anyone registers a DOCSIS 3 modem on the network but ... this may be a different issue. Sandman's original post says he was getting 60Mbps on the preferred plan so the service code must have been updated at some time. Now he is getting 32 Mbps on premier so either the service code got reset to DOCSIS 2 as part of the upgrade or it's a different problem. If the code got reset, shame on Cox.
0
0
sandman525
New Contributor
•
2 Messages
Speeds are good now at 100+ Mbps direct to modem. Drops to about 95 Mbps through router but that is to be expected with a 10/100 base ethernet but it will do just fine until I can upgrade.
Thank you for the timely response and quick fix.
0
0
MichaelJ
Moderator
•
1.8K Messages
0
0