Just moved.

Take the readings from Xbox One with a grain of salt. Not only are they in MB and not Mb, which is confusing, but the way they test can create inaccurate results. Try hooking a laptop to the same ethernet the Xbox one was using and run a speedtest and see what the results are.

Thanks, Health. This is what my speed is when it's plugged in. I'm currently paying for 50mbps (I think it's the Preferred Internet).

And this is what my Wifi speed is. I thought it my be my Ethernet & coaxial cable so I replaced it, and it's still showing the same speeds. 

I can see how that would be confusing. Well I think two things are happening. First, I think there might be something wrong with the ethernet. Can you try with a new ethernet cord?

Second, looks like you don't have the DOCSIS 3.0 service code on your account, so your speed is capping at 32Mb down. Could a moderator take a look?

Yes, I have replaced both my Ethernet & coaxial cable after those screenshots were taken & it's still showing the same speeds.

That is very odd. If your getting the speed wireless. then we know the speed (32Mb) is at least making it to the modem/gateway. If it's not making it via ethernet to the laptop, then something must be hindering that process. The question is what. If you look at the status of the wired connection, what does it say for "speed"? Start > Control Panel > Network and Sharing > Change adapter settings > Double click on "Local area connection". 

I followed your instructions and it shows my internet speed at 10.0 Mbps.

Johnson said:
I followed your instructions and it shows my internet speed at 10.0 Mbps.

Yea, thats a sign that something is up, because the ethernet ports on the gateway CG3000 are 10/100/1000 and since your laptop is running Windows 8.1 then I assume it has to have new enough ports to also be 10/100/1000. Is the ethernet atleast CAT5?

Yes, both Ethernet cords that I have used say CAT5 on them.

Have any that say CAT5e or CAT6? CAT5 should be able to do 100Mbps, but since CAT5 is a older standard, i wonder if the ethernet are older too. If the connection rate is only 10 Mbps, there is no way you can get speeds above that. Thats why the wireless is faster. 

I apologize, I thought CAT5 & CAT5e were the same. My Ethernet cords are CAT5e.

I'm thinking my modem may need a firmware update. I'm using the Motorola SURFboard eXtreme SBG6580 with my software version being SBG6580-3.5.8.4-GA-00-505-NOSH. Do you know if this is the current version or am I behind on the updates?

Now that I'm looking, my modem is not showing a Cable IP Address as shown below:

Johnson, 

I was able to locate your account and your service codes are correct. The modem's connection to the network looks fine and there is no packet loss. At the moment I checked I wasn't seeing any devices hard wired to the gateway. Also, your modem is using the correct firmware. 

I can reset it from here if you like. Let me know. 

Colleen,

Thank you for looking at my account information is verify my modem is in good working order. Nothing is hardwired to the gateway right now due to the extremely poor speeds. One question I have now though is why my modem is not registering an IP Address as shown in the latest picture above.

Also, whenever I look at my account information, it does not show any services, and when I try to find them a pop-up opens as shown below. It also still shows my previous address as the current one.

Colleen, before you reset my modem, did you see I edited my post right before your last post?

Johnson, 

I didn't so thank you for pointing out the edit. You can simply re-register using your current account number (it would have changed when you moved) and register username, or I can transfer the login(s) for you. To transfer your login(s) I'll need you to email me at cox.help@cox.com with your current street address, your full name, the account holders name (if different from yours) and Cox PIN.  Please include a reference or link to this forum post as well. 

If you choose to email, let me know once you've sent the email so I can look for it. Let me know when you'd like me to try the modem reset.