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New Contributor
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New customer - Low speeds with Premier internet
Hello,
I'm getting really low speeds when running different speed tests on my new connection. I just had this setup yesterday. I'm using an Arris SB6121 modem and Netgear WNDR4300 router. I've tried running tests with wifi over the router, with a wired connection plugged into the router, and also with a wired connection directly into the modem with the router off. Each test only gets me about 30-32mbps download and 2-3mbps upload. I've tried resetting the modem and router and all that novice advice stuff. Nothing seems to improve the speeds. I should be getting closer to 100mbps considering the plan I'm on.
Help?
Health_Edge
+5 more
Valued Contributor III
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Sounds like two issues are happening. First, Cox probably has the wrong premier internet service code on your account. It thinks you still have a DOCSIS 2.0 modem.
Two, the modem is a bit older then what Cox recommends. For Premier its suggested you get a 8x4 channel modem atleast. That would be the SB6141,SB6180,DPC3010 or similar. You may get 100Mbps, it depends on congestion in your area. The more channels you have, the more traffic there can be on each lane and still not be slowed down.
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ecutsor
New Contributor
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Thanks for responding.
1) I called Cox and they said the service code is accurate with the modem I have installed. So I don't think that is the issue.
2) The service rep mentioned that same thing to me. She recommended that I upgrade to an 8x4 channel modem. However, she also thinks the speeds I'm getting seem too low still for the modem I have. She was planning on sending a tech out tomorrow to come check it out, however,I just ordered the DPC3010 off Amazon for $20 and should receive it tomorrow. So I'll cancel my tech visit so I can install my new modem and see if that changes anything. If not, then I guess I'll have to have someone come over! :)
Hopefully the upgraded modem helps! I'll let you know what the outcome is!
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Health_Edge
+5 more
Valued Contributor III
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If the service code is right, then that code is either not provisioned to the modem, or the configution file in the provisioning isn't making it down to the modem. 32Mbps is a very specific speed, and one you only usually see from a issue related to the 32Mbps cap they put on DOCSIS 2.0 modems. Swapping the modem will probably fix the issue since a new modem downloads all new provisioning and config file to work.
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ecutsor
New Contributor
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It worked! The speeds are in the 60mbps download with 12mbps upload no over wifi! Thank you so much. I guess the representative I spoke to yesterday was wrong.
Can you cancel my technician appointment on your end that I have today? Or do I need to call?
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Becky
+2 more
Moderator
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I have cancelled the service call for you. Thanks for the update! Let us know if we can help with any future issues or questions.
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ecutsor
New Contributor
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Sorry, one last question! I'm still planning on upgrading my modem to an 8x4 DPC3010. Is there anything specific I'll need to do to make sure I get the proper speeds still? Or should just plugging it in be enough?
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ChrisL
Former Moderator
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It should be as simple as just activating the new modem. If you have your account info this can be done online by simply trying to go online with the new modem and filling out the form when prompted.
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