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fxb80

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4 Messages

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Paying for an upgrade I ordered but didn't get.

Exactly one month ago I ordered an upgrade from Essential Internet to Preferred Internet. There has not been an email to say the order was fulfilled. I did get the automated email to say the order was received. I logged into my account about two weeks ago and saw where the order had been received but not fulfilled and also saw a upcoming charge for the upgrade. I sent an email at that time requesting information about the upgrade status but got no response. The bill I got today shows I am being charged for the upgrade, but Internet speed continues to be just a little better than DSL when DSL is having a good day. Has anyone else had the experience of ordering an upgrade and not getting it but still being charged for it? What did you do to get it resolved?

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ChrisL

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I do show that the modem was reconfigured successfully.  Could you try signing into your account at http://www.cox.com and running the speed test under Internet Tools both with and without the router in place?

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fxb80

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So I ran the speed test with the router in place using six speedtest vendors, with the following results. Cox showed download speed very significantly higher than the other five and showed the highest upload speed. To eliminate spurious results I did the second averaging with the highest and lowest removed.

Conclusion: Speed is shown to be higher than Essential Internet, so it does look like my service has been upgraded, and therefore I see no reason to test without the router, and I will pay the bill at once. There is no reason to think the router is a bottleneck. And I will not pursue this any further. I am still upset that Cox did not notify me via email, but regular discourtesy is a matter of course these days.

Speed Test Vendor Download Upload
Cox 17.12 9.9
Ookla 7.34 5.55
Bandwidth Place 3.12 5.27
Xfinity 8.35 6.41
AT&T 8.03 6.81
Verizon 11.56 6.86
Total 55.52 40.8
Average 9.25333333 6.8
Remove high and low 7.34 5.55
8.35 6.41
8.03 6.81
11.56 6.86
Total 35.28 25.63
Average 8.82 6.4075

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EdwardH

Valued Contributor

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755 Messages

The Cox speed test should give the best results as it stays on our network which the upload speeds appear fine but the downstream speeds are still lower then we would expect. It does appear like there are some issues with the downstream channels bonding and getting the most out of the speed from the modem's log. Are you aware of any kind of splitter connected between the modem and the wall outlet we can try to bypass?
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