New Contributor
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13 Messages
Only getting 4mbps down and 0.05 up when I should be getting 100mbps down and 10mbps up.
So I have had Cox's Premier Internet Service for about 1 year now, and so far I have not been satisfied with my internet speeds I have been getting. The reasoning why I am making this post now is because I have been getting very, very, very low speeds for the past 2 weeks, also to mention that I have recently moved. At my old house, I was only getting 45 mbps down and like 1mbps up, but I really didn't mind TOO much because I was getting enough speeds to do my daily internet surfing and gaming. Also to note, I have actually called cox at my old house several times to make sure that I am getting the internet speeds I pay for, but every time I contact them the support tells me that "my line is messed up" or "to reset my modem". I did everything they told me to do and still got internet speeds that I was not paying for. About one week ago, I moved into into a new house and I had my internet service transferred and everything and made sure that my internet package was premier. The first day in the new house, I was getting the usual 45 mbps down and 1 mbps up (which is still not what i pay for), but after that night I have been getting speeds of around 4mbps down and 0.05mbps up, which is unacceptable for what I am paying. Again, I contacted support, and they told me that I wasn't getting the internet speeds that i pay for and they also told me that my equipment is messed up even though I recently bought my modem and router less than a year ago. My modem is a Motorola SURFboard DOCSIS 3.0 White Cable Modem - SB6141 and my router is a Netgear Wireless Router Dual-Band Gigabit ports - (WNDR3700) . After that, the support told me that they were going to reset my signal and told me to reset my modem. I did all of that and I am still getting bad internet speeds. I need help, and I am tired of contacting support every time just to have nothing happen. Maybe ill try one more time.
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Internet_Speed7
New Contributor III
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20 Messages
33Mbps tonight with Premier service, until 12/8 was consistently averaging 115Mbps, speed is getting so slooooow haven't seen this many spinning rainbow colored wheels ever....trying my patience but hey when it works it's great
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Thao_Phung
New Contributor
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13 Messages
True, but I cannot recall a time that I even reached 75mbps, ha. Also I checked again and my download is now 2.6mbps (this speed was shown when using speedtest.net). When I test my connection on cox it tells me that i get like 51mbps, even though it definitely does not feel like it.
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ColleenD
Moderator
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1.7K Messages
I was able to locate your account and don't see anything that would be causing a speed issue. Please bypass your router and sign in to http://bit.ly/CoxSpeedTest to run a hardwired test that will record you your account. Let me know when the test has been run so I can review it.
Thanks!
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Thao_Phung
New Contributor
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13 Messages
Hello! I have just finished the speed test that you have linked, but whenever I get to the upload speed part it always tells me that the test timed out.
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ColleenD
Moderator
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1.7K Messages
Thao Phung,
Are you testing with the PC connected directly to the modem? Was the modem power cycled when the change was made?
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Siscokid
New Contributor
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1 Message
Same problem, when I call support they have me reboot everything still no help there is an up loader problem it appears, your techs needs to be looking at system issues possibly due to the recent severe rains we had in the Tulsa area
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Thao_Phung
New Contributor
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13 Messages
Yes, I tested wired and wirelessly, I still have the same problem where the speed test times out and the speeds are low. Also, no, the modem was not power cycled, though, I have already tried reseting the modem before doing the speed tests but the problem still consists.
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ColleenD
Moderator
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1.7K Messages
I specifically need to see the test completed with a PC wired directly to the modem, after bypassing your router. This will require the modem to be power cycled to recognize a different device connected. It's necessary to eliminate as many possible failure points as possible while troubleshooting.
Thanks!
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Thao_Phung
New Contributor
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13 Messages
Okay i have just did what you said and the test completed. I must say, that test surprised me with the results. The problem is probably my router then, although my router is relatively new, I made a mistake in my original post, my router is actually netgear wndr4500v2, not Netgear Wireless Router Dual-Band Gigabit ports - (WNDR3700), they looked the same so I got them mixed up.
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Thao_Phung
New Contributor
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13 Messages
I'm not sure what happened, but ever since I did the power cycling thing, my internet has been acting worser than before. I tried going into my router settings to upgrade its firmware to see if that would fix the problem, but the internet speeds are so bad that I can't even load the router settings page, (Netgear Genie) it takes me around 5 minutes just to load google.com. I'm not sure what do now but any help would be appreciated. Thank you.
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DustinP
Moderator
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1.1K Messages
Have you attempted to restore your router to default condition, then reset all devices? Unplug the power to the modem and run the Ethernet connection from the modem to the router, then plug the power into the modem first. Wait for the modem to be online, then plug the power into the router.
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fonze73
New Contributor
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2 Messages
From Kansas - We have been having issues with Cox internet for over the last week. Multiple reboots of the modem and router (along with disconnecting all the coax and network lines) didn't fix. It has been running okay for the last day or two though we yesterday we got a random dropout or two. Checking the "is it down" website showed lots of others also having connection problems with cox and other ISPs. Plus there was the Christmas day issues with Steam and Playstation networks and then Xbox live the day after Christmas. Maybe someone broke the internet?
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ChrisL
Former Moderator
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7.1K Messages
When I look from this end everything looks to be as it should with the modem. Are you able to duplicate this behavior without the router attached?
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Thao_Phung
New Contributor
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13 Messages
Yes, I have tried that multiple times, but nothing happens. Also, my router has started to act normal again, but still getting very low speeds.
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ChrisL
Former Moderator
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7.1K Messages
I noticed earlier that you mentioned getting good speeds testing without the router. Can you try that again and see if that's still the case?
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