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Not receiving intended internet speeds.
We have the Preferred package for internet, with download speeds advertised up to 50 Mbps. I only found out about that number a few weeks ago, and was surprised because in numerous speed tests over the past couple years, I have seen our download speeds vary wildly, but never seen it surpass 31 Mbps. On a bad day, it's around 12, any lower and I know the modem simply needs to be rebooted. On a good day, it's a little under 30, and any result of 30 or 31 is a total outlier. Today was literally my first time seeing it reach 31, actually. On average the speed stays usually between the high teens or low tenties.
About a week ago a Cox technician was here to repair the cable that runs from our house to the street, because it was hanging too low and got caught on a passing truck and nearly torn down entirely. Since finding out about our Internet package's intended speed limit, this was the first time we really had the chance to ask someone about why our connection was so slow. He concluded that our modem was the culprit, being a DOCSIS 2.0, and told us to upgrade to a DOCSIS 3.0. So after purchasing a Motorola Surfboard 6141 I was excited to see my download speeds increase dramatically, only I didn't. The tests are still the same. At times it registers low teens, at others high twenties, but usually it lies in the middle. So my question is: why is my internet roughly half as fast as it should be?
For some further information on hardware used and testing circumstances: My modem, as stated above, is a Motorola Surfboard 6141. My router is an Asus RT-AC68U. I use Ookla's Speedtest.net website and android app to test from multiple devices, using multiple server locations. Speed results are the same between wired and wireless connections to the router. Wireless throughput measured at 72 Mbps on 2.4GHz, and at 234 Mbps on 5GHz .
Accepted Solution
Domino
Valued Contributor III
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2.8K Messages
That's not the same as DOCSIS modem code. I had the same problem with my 6141, until they added the correct code. Send the email requesting the correct modem DOCSIS code for DOCSIS 3.0. Oh Stephanie...Oh Tiffany...Oh Becky...
There are many threads on this forum regarding this code. Send the email [Or don't.] Up to you.
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Domino
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2.8K Messages
You need to email cox.help@cox.com and ask them to put the correct DOCSIS 3.0 modem code into your account.
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mlow44
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Thanks Domino, but I'm pretty sure they did that already when I was on the phone with them activating the new modem.
EDIT: Upon checking my "Services and Equipment" page on cox.com, I can confirm via the model number and MAC address listed that the correct modem is registered on my account.
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DerrickW
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1.2K Messages
We can take a look at the account and check the modem signal levels. Have you tested directly connected to the modem? That would be the best way to determine the speeds you're getting. If they are still slower, it would be an issue with the signal come into the modem.
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mlow44
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Direct connection to the modem measured at 32 Mbps
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DerrickW
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mlow44
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It was done this morning, after I read your post. What should I include besides the name and address in my email? Should I just link this forum thread?
EDIT: Well, just to move things along, I basically just sent the email with my name, address, and link to this thread.
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mlow44
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I see. I misunderstood that, then. Thank you.
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mlow44
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Working like a charm now, thank you.
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