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smtips

New Contributor II

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329 Messages

Saturday, April 2nd, 2016 2:06 AM

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Not getting advertised speeds

I've been paying for Ultimate for a long time, which was 150/20. I note now that sometime in the the last year, I've been "upgraded" and my account says I get up to 300/30. Well I did some extensive speed testing the other day, and nothing seems to have changed at all. I have a SB6190 modem which fully supports up to 1.4gB/320mB speeds and I see absolutely no change in my speeds. It's the same appr. 150/20 I was getting. Is there something you are supposed to do on your side to make sure customers are getting your claimed upgrade? Cuz I surely am not. Please note that I am savvy, you're welcome to talk tech to me, I did my testing with no router connected, using a Gigabit connection on the computer side, so there's nothing in equipment that should be limiting speeds.

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9 years ago

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DPetersen

New Contributor

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1 Message

9 years ago

I'm paying for 100/10 and only getting 28-25.  That's plugged directly into my modem.  

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smtips

New Contributor II

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329 Messages

9 years ago

TiffanyR said:

Hello Smtips, 

The modem that you have is only rated up to our Premier tier. You would need to upgrade the modem to take full benefit of the speeds. http://www.cox.com/residential/support/internet/article.cox?articleId=b2ec95d0-7ef9-11df-5590-000000000000

http://www.cox.com/residential/support/internet/article.cox?articleId=b2ec95d0-7ef9-11df-5590-000000000000 Appears to be the same link you gave me. SB6109 is on this list as being supported by Ultimate. Your 7 or 8 "Preferred" modems aren't the only ones that support this speed. In fact, a 6190 is BETTER than anything on your preferred list that you want customers to rent or buy from you. See, I've bought 4 brand new modems in the last several years, basically to confirm that the multitude of upstream problems were not my issue, and they weren't. I have no desire to buy another one when the one I have should fully support your 300/30 speeds. This needs more review. Please get back to me with very specific technical reasons if you must, why a perfectly good SB6190 wouldn't work on a 300/30.

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ChrisL

Former Moderator

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7.1K Messages

9 years ago

@smtips

Perhaps there's some confusion here.  The SB6190 is appropriate for 300/30 service.  The modem you're using however is not rated for that level of service.

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smtips

New Contributor II

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329 Messages

9 years ago

ChrisL said:
@smtips

Perhaps there's some confusion here.  The SB6190 is appropriate for 300/30 service.  The modem you're using however is not rated for that level of service.

Perhaps there is on both sides here. My apologies, my modem is a SB6180. You could have just said that in your first response. I was in error, I was sure I had a 6190. Would have been good to say "We see you have a SB6180 on your account." Now, that said, the data sheets say this about the 6180: Downstream Modulation 64 or 256 QAM Downstream Channel Capture Two independent 32 MHz Wideband Tuners Maximum Theoretical Data Rate* DOCSIS 343.072 Mbps (8 channels) / 42.884 (single channel) @ 256 QAM at 5.36 Msym/s EuroDOCSIS 444.928 Mbps (8 channels) / 55.616 (single channel) @ 256 QAM at 6.952 Msym/s Upstream Modulation QPSK and 8, 16, 32, 64, 128 QAM Maximum Channel Rate* DOCSIS 131.072 Mbps (4 channels) / 32.768 Mbps (single channel): @ 128 QAM at 6.4 MHz EuroDOCSIS 131.072 Mbps (4 channels) / 32.768 Mbps (single channel): @ 128 QAM at 6.4 MHz Channel Width 200 kHz, 400 kHz, 800 kHz, 1.6 MHz, 3.2 MHz, 6.4** MHz Symbol Rates 160, 320, 640, 1280, 2560, 5120** ksym/s So why is it that you can't deliver on this modem when it does support those speeds?

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ChrisL

Former Moderator

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7.1K Messages

9 years ago

@smtips

We're happy to help.  This being a public forum however we are always careful to not reveal any specifics about a customer's account or configuration publicly which has not already been offered.

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smtips

New Contributor II

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329 Messages

9 years ago

ChrisL said:
@smtips

We're happy to help.  This being a public forum however we are always careful to not reveal any specifics about a customer's account or configuration publicly which has not already been offered.

So what's the answer then? Not to harp on this, but if I have a 6180 modem capable of 350 or so down and 120 up, and I'm not seeing ANY change AT ALL in the speeds I've been getting, what's to make me believe that the speeds of Cox's claimed 300/30 are even active? Therefore what's to motivate me to go out and spend $150 on a SB6190 because it's on your supported modem list? The 6180 should be seeing SOME change if Cox has indeed upped the speeds here, that's just plain dumb logic. I would like you to verify that indeed the 300/30 is being piped to my location.

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ChrisL

Former Moderator

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7.1K Messages

9 years ago

@smtips

Customers that are not using eligible modems are held back to the previously provisioned speeds.  Once an eligible modem is provisioned on the account the provisioned speeds can be changed to the new rates.  

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smtips

New Contributor II

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329 Messages

9 years ago

So I'm paying for something, have a modem that WILL support the speeds, but you won't provision them until I buy a new modem that is on your list, even though the one I have will handle those speeds.

I see absolutely no logic in this. Sounds like it will be better to make a call and just downgrade my service and pay you less money. This actually should be criminal, what you are doing, since I do have a modem that WILL support those speeds. I will be looking into that side of it with the FCC, thank you very much.

It makes no sense to pay the same price for delivery of half the speeds simply because I don't want to spend 150 on a new modem now. Your refusal to provide the advertised speeds should at least prompt a smaller price in my service (and yes, your canned response will next refer me to the billing dept, I already know that). But again, I have a modem that does support those speeds, so it's on you that you don't provide the speed I'm paying for. Again, that to me is criminal.

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ChrisL

Former Moderator

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7.1K Messages

9 years ago

@smtips

The modem you have can't actually sustain those speeds.  The speeds mentioned in the specifications are only obtainable if nobody else in  you neighborhood is using the Internet.

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smtips

New Contributor II

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329 Messages

9 years ago

ChrisL said:
@smtips

The modem you have can't actually sustain those speeds.  The speeds mentioned in the specifications are only obtainable if nobody else in  you neighborhood is using the Internet.

I would have posted sooner, but your forum is down about half the time. I suggest you put that in your disclaimer. Because that's just an advertising LIE if I have equipment that supports the speed "as long as I'm the only one on the internet in my neighborhood." Why does Cox do that? Seems that is similar to the LIE you've been telling people for YEARS that you are looking into the issues with the forum working, this is the first time in a week I've happened to try that it works, a VERY well known issue that you continue to lie to your customers about correcting yet never do.

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