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New Contributor
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Only getting 20-30mb download out of 100mb.
First, let me preface this with that the speeds that are between 20 and 30mb are from a HARDLINE direct to the modem, without the wireless router. We moved recently into a new house, we had cox service at the old house as well. We brought the same modem along to the new house. At our old home we got 100% of the advertised speed, no problems.
We moved here maybe two weeks ago, and we have only been getting 20-30mb download speeds the entire time we have lived here, out of the advertised 100mb plan we are on. When we first moved in, I installed myself and called cox because the we wanted the ethernet moved upstairs and for them to look into the slow speed. The contractor they sent out said he could not do it, so basically said I'm out of luck.
Speeds were slow still, so we called to have another technician come out. Another contractor that doesn't even work for Cox showed up and said there is nothing he can do about the speeds, he said everything "looks" right. He said to wait a week, and the speed should go up all by itself. So I assume they are working on a local junction box, or whatever is in the neighborhood, may be effecting my speeds. I ask him more about details, and he says that he doesn't know if that is true or not, but "probably".
Sorry, that is not fair. We are paying for 100mb access and only getting 1/5th the advertised speed. Remember, this is tested with speedtest.net and with an ethernet cable plugged in directly. Also, it's not one computer alone, slow speeds on multiple computers, and multiple operating systems whenever I plug them in direct.
One of the cox agents on the phone said he tested it internally from your office, and he confirmed that I was only getting 20 to 30mb.
I need to get this fixed please, if there is anything you can do from your end, please do.
If we have to get another technician out here, that is fine, but please don't waste my time with another contractor who doesn't seem interested in fixing the problem. I either need an entire new line coming into the house, or there is something wrong down the line, at a junction box, or whatever the technical term is.
Feel free to call me, email me, whatever. We need to get this fixed ASAP, please. I had such great service with you guys before and I don't want to have to switch.
ChrisL
Former Moderator
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For starters, there may be a misunderstanding as to what you're actually in billing for. You may wish to check your statement to make sure it's clear what plan you're subscribed to. As for the speeds I'd suggest signing into your account on http://www.cox.com and trying the speed test there for starters to see what results you get.
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omalley
New Contributor
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Nope, they confirmed over the phone that I'm supposed to be getting 100mb, I am signed up for Premier Internet Service. I just used the Cox speed test tool now, and the problem is the same. I tested direct to the modem with an ethernet cable.
Remember, they checked my speed over the phone from the office and confirmed I am only getting 20-30mb down at the best of times. Sometimes it goes down to 10mb.
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Health_Edge
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Valued Contributor III
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Is the moderator seeing something else? If you have the wrong service code on the account, that would cause a problem.
What kind of ethernet cable are you using to connect to the modem? Also, what is the connection rate? You can see that under the local area connection status. or see here for more info.
Also what kind of modem do you have? A DOCSIS 3.0 modem is required for anything higher then 32Mbps.
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ChrisL
Former Moderator
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That isn't matching up with the account that I found. I'd suggest emailing us at cox.help@cox.com so we may discuss your account further assuming you're an authorized user.
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omalley
New Contributor
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I'm not sure what you mean by not matching up.
I'm using a DOCSIS 3.0 modem/router which I rent from Cox, the model is N450 by Netgear.
You actually just reminded me that I am renting this modem from Cox, so I actually just went and purchased a CISCO DPC3010 modem off ebay to save money on my bill. But back to the point:
Remember, this modem gave me full speeds at my old address, and speed has only been an issue upon moving into the new house. This is the same equipment so it should not be on my end. Remember, Cox tested the speed from their end over the phone direct to the modem, also had two contractors techs from Cox that they sent out and they could not find anything wrong with my connection or equipment besides the slow speeds.
I am using cat5e cable to connect to the modem. Connection status is fine, I've done a /ipconfig release and renew. Reset the modem a dozen or so times per Cox's instructions. Everything is set fine, I'm actually a computer tech for a living, and I would know if something is wrong at my end.
Another thing I thought of, is that this house was previously set up for sattelite tv and internet. When the original tech came, he used the same coax cable from the previous owners sattelite connection to connect my internet. Could this be an issue? Why did he not use a fresh brand new cable on the install? Is sattellite coax different than standard cable coax? I'm grasping at straws here.
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ChrisL
Former Moderator
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That seems to have resolved any account confusion. Everything looks to be correct from this end. Could you try signing into your http://www.cox.com account and running the speed test there to see what results you get?
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omalley
New Contributor
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The speed is still clocking at an average of 30 .
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ChrisL
Former Moderator
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Health_Edge
+5 more
Valued Contributor III
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Ok, what are the signal levels of the modem then? Those are probably not the same as the old house. To find your signal levels, see page 8 and 22 of manual.
I some how doubt this. Not that your saying anything untrue, just I don't think they have the ability to do that.
I wasn't asking if its fine or not, I was asking what the connection rate was. 10Mbps? 100? 1000?
What kind of wiring is it? Should say on the wire. Also, do you know anything about how the cable gets from outside to the room? Splitters? Amps? Etc
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omalley
New Contributor
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I appreciate that you are helping and trying to get us the speed we are paying for however , i'm very concerned about the amount of money i'm paying this is been going on for 2 weeks its hindering the entire family we use internet all the time for tv, homework and ,actual work. am I expected to pay the full amount while cox is working on the issue ?
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omalley
New Contributor
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wired
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omalley
New Contributor
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i just tested again the problem seems to be fixed we are now clocking between 88 and 97 depending on what speed test i use.
Thank you again for all of your help , can you please let me who to contact about my bill being fixed for the 2 weeks i did not receive correct internet ?
also can you tell me what you did to fix it ?
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ChrisL
Former Moderator
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