New Contributor
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13 Messages
Only getting max download of 20 to 30 Mbps with new DOCSIS 3 Motorola SB6183 16channel modem and Premier Package
I just replaced my modem with an SB6183. My speed is horrible now, 25-30Mbps max. I have spoken with phone support multiple times now. They say my signal looks good. They also admit they are not sure about the settings on this modem. I am only bonded to 4 channels down, as well as up. I have seen other posts where Cox customers had the same issue and were able to get it resolved by support on this forum. Please help!
Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
Sounds like two issues. First, due to how your area is setup, you may have difficulty getting all 8 bands, nevermind the 16 the modem is capable. This could be a signal problem, but it's probably more likly something a Cox engineer needs to fix.
Other issue is you are probably missing the correct DOCSIS 3.0 code on your account. Hopefully a moderator should be able to assist with that.
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glimmerman1967
New Contributor
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13 Messages
11 years ago
Thanks. Yes, I hope someone with Cox who can help me sees this!
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ChrisL
Former Moderator
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7.1K Messages
11 years ago
See how it does now.
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glimmerman1967
New Contributor
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13 Messages
11 years ago
Thank you for your assistance! I see 8 downstream channels bonded now! My speed is still slow, though. The speed tests are the same or only slightly improved. I have restarted my router, which is a high-end Asus AC router with Gigabit Ethernet ports. I'm going to try restarting the modem and router both again now, too. Any other ideas or any other information I can provide for you to help?
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chris_c21
Contributor III
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625 Messages
11 years ago
As Health Edge mentioned, the SB6183 is actually a 16-channel modem.
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Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
What speed are you going direct to the modem?
Also what model router?
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EdwardH
Valued Contributor
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755 Messages
11 years ago
I would try to test the speeds direct to the modem to narrow it down, the modem appears to be bonding on both sets of channels and not showing any latency when pinging to it from our end. Not all markets have the ability to use all 16 channels yet, it is being rolled out but the difference between 8 and 16 for current tiers is only redundancy. ---
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glimmerman1967
New Contributor
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13 Messages
11 years ago
Yes, one of the moderators was able to get the modem bonding on 8 channels down now. The speed has not increased though. I get as low as 13Mbps, but usually 20Mbps - 30Mbps down whether I am connected directly to the modem or through my router. All devices get similar results. I have a PC on Ethernet, a wireless notebook, an iPad, an Android phone... all getting far below the speed I should be getting. Phone support says my signal is good. I've seen others on this forum with the SB6183 having the same issue get their problem resolved. A moderator ColleenD seems to be pretty successful at getting the SB6183s to work correctly. Can someone please look at my account and modem settings again? Thanks.
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ChrisL
Former Moderator
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7.1K Messages
11 years ago
The modem appears to be working correctly as far as we can tell from this end. if you still see poor speeds without the router connected it may be necessary for a technician to come and investigate further.
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glimmerman1967
New Contributor
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13 Messages
11 years ago
Thanks for checking. A technician is scheduled to come today between 3-5pm. Hopefully, they will find something. My speeds are even worse today. 8Mbps down and 2.8Mbps up so far this morning. It's just interesting that I never had the issue before this modem was added.
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MichaelJ
Moderator
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1.8K Messages
11 years ago
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glimmerman1967
New Contributor
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13 Messages
11 years ago
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glimmerman1967
New Contributor
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13 Messages
11 years ago
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glimmerman1967
New Contributor
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13 Messages
10 years ago
My problem is resolved now. I spoke with Arris tech support and we reset the modem. Then Cox phone support reprovisioned it again. After that it was better, but it still wasn't up to speed. Then a couple of days later, my speed increased. I don't know what changed at that point, but it's working now. Thanks for your assistance.
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