Paying for Ultimate - Only getting 32Mb

What test are you using to measure your speed?

What kind of modem do you have?

What are you modems signal levels? If you dont know how, I can give instructions as soon as I know your modem model number. 

I've used a few different speed tests, including speedtest.net and speedof.me - all of them seem to return nearly the exact same maximum result of 32mb depending on the locations tested (all of them local, such as los angeles, etc.)

Here's the other info:

My guess a moderator needs to check the configuration file on your modem? Either that or a firmware issue. Is the DPC3825 the only device hooked up or do you have a router connected to it?

Is your username your cox email? I only ask because the moderator will need something to look up your account, don't post anything public though.

It's actually a combination modem/router/wireless device.  Wireless is turned off though, and the computer is connected to it directly with ethernet.

I assume a moderator could just look at my profile info and get my account info that way. :D

Yea, I had a feeling it was something else, I just wanted to know some context of the situation.

When you do the test, watch how the needle moves. How you get a low test can tell you as much as what you actually test. Its kind of like listening to the engine as you step on the gas.

Seems like I'm still getting the same results.  It looks like this speed test is also from ookla, which is the same company that does speedtest.net.

Hmm..the data doesn't point to any clear issue. Your latency and upload speeds seem good. The fact that your upload is higher then your tier (aka speedboost) makes me think its not a network congestion issue in your area. 

Can you describe what happens when you take the test? Specially on the download part. Does it shoot up to 33 and stay there? Slowly build to it? Shoot past 33 and then come back down? 

Also, now that I look again, it is kind of weird your 6th downstream channel isn't locking on, but 7-8th are. Its normal for some channels just not to be on, but usually if only 7 channels are on, you get channels 1-7. This is something else. Also the DS SNR is lower on the channels below 5th. I don't know WHAT that means, but I think it may be relevant to the problem. Anyone have any ideas?

When doing any of these speed tests, generally it just shoots right up to 32 immediately and stays there.  Latency is pretty consistently around 7-20ms.

No idea about the channels... isn't that what the tech that installed it was supposed to get all worked out?  We were told that we had to pay to have an in-home installation precisely because we were getting ultimate service and they had to make sure it was working correctly. O.O

Zodiakos said:
shoots right up to 32 immediately and stays there

Makes me think the download problem is more artificial, like caused by a setting issue, firmware issue, configuration issue, etc.Which is contradictory to the data on the signal levels, so Im kind of stumped. If it was me I would swap the gateway for a stand alone, but thats probably outside your comfort level.

Maybe try a wireless connection for comparsion? Or try a different port on the gateway? Im running out of ideas. What are your thoughts?

Zodiakos said:
No idea about the channels... isn't that what the tech that installed it was supposed to get all worked out?

Yes, that is part of the installation. But its possible this problem is new. Were you getting good speeds then? Anything change since then? You did say performance was fine recently, so Im assuming what ever happened to cause problem, happened recently. This may be false, but its a good assumption to start with until we have evidence otherwise. 

My issue is definitely not the 'quality' of the service.  My service is sometimes interrupted during the night for a few seconds (around 12-1am), but other than that it's not that bad.  My main issue is that I'm paying over a hundred dollars solely for internet for a certain level of service that I'm not (and probably have never) been receiving.  I could technically, at this point, drop down 2 tiers, pay half as much, and still receive the exact same service that I'm receiving now.  That's why I'd like to try to get this resolved in a way that won't require yet even more money (switching routers, etc.) because I'm ALREADY renting the router/gateway that was recommended by the person that sold me the service in the first place. :D

I see your point of view. The problem is I can't actually do anything to fix your problem, I can only give tips and suggestions in helping find out WHAT your problem is. I don't like gateways, I think they inferior tech, but to each their own, and if you want to work with that, thats certianly your right. Im just not going to be much help. 

Hopefully the moderator or someone else will be more help. Good luck. 

Also, does your speed change based on time? I saw this post and he has the same gateway and simular performance results, even if the symptoms are slightly different.

This morning I ran a few more tests - I have two computers connected to the gateway via ethernet.  I'm not sure how much more directly I can connect them without physically welding them together with a soldering iron. :D  Anyways, I tried running speedtests with both computers connected, and then only one or the other connected, to see if it was an issue with either one.  Unfortunately, from what I can tell, there is absolutely zero difference between any of these tests (down to the milisecond as far as ping goes, and within around 1Mbs).  Just for fun, I turned on the wireless and set up a tablet I have laying around, and although I had to use an html5 speed test due to lack of flash, it too was within these same speeds.

Tiffany - 

Far be it from me to tell you your job, but an on-site tech can't fix this problem.  The original poster has a DOCSIS 3 modem programmed for DOCSIS 2... that's causing the hard cap.  You guys tried to send someone out to my house 3 times until I finally got an intelligent person on the phone who reprogrammed my modem... 2 minutes later, problem gone.

Oh, and maybe pass along to someone way above your head that a simple tracking database would have found this problem being resolved many times, and even tell them who was mis-programming modems in the first place... of course that cuts down on the money Cox can make from useless in-home visits that end with a tech blaming the wiring inside the house.  But hey, it's called CUSTOMER service, not INCOME service... just sayin'...

Original Poster - Don't have a tech come out, they can't help... get Tier 2 on the line, tell them the modem is programmed for the wrong DOCSIS version, and have them re-provision it... problem solved... next...

F.

Actually it's not directly a provisioning issue. Provisioning only sends the data that the account is set up for. The issue is usually a wrong service code on the account. If you reprovision the modem without correcting the service code, it will just keep reseting the same configuration file.

I have Premier and I get around 25 to 30.  The specs say I should get max of 50.  Shouldn't I do better than 25 to 30?