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New Contributor
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Premier connection capped at 32 Mbps
Hello. I signed up for the premier package two weeks ago, brand new connection. Bought a Ubee DDW366 DOCSIS 3.0 modem directly from Cox. Using a wired connection directly to my computer without a router, I have run multiple speed tests since installation and have yet to see anything over 32Mbps down and 5Mbps up. I have tried quite a few different solutions myself. The usual restart on the modem and computer, wired vs wireless, multiple devices and so on. Both Cox's speed test and a third party website speed test show roughly the same thing.
I contacted support via email with this issue but only got back a basic copy paste response that seemed to suggest my browser was causing the issue and wanted me to clear my cache and cookies. Considering the use of two different computers, two different operating systems, and three different web browsers that all show the same speed. I highly doubt that could be the issue. I followed the steps anyway and still remained with the same connection speeds.
After browsing through the forums here, I noticed a few other people with the same relative issue. The solution to most of those was a service code needed to be updated. Could someone please check on this and let me know if that was the issue? Open to other ideas on how to solve this aside from "send a technician out".
Thank you for your time and any help you can provide.
Yorick
New Contributor
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You got it. Issue solved, speeds are now what I expected to get. Thank you for your very fast response time and ability to fix this issue without any further nonsense involved. Seems this forum is the place to go for any real tech support.
I would really like to know what the exact issue was. If it was indeed the service code, why wasn't it set at what it needed to be from the start? I didn't upgrade from a lower speed or get a new modem, so I don't see the reason for having anything different showing on my account that what it should have been. Either way, thank you again for the extremely fast response.
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Yorick
New Contributor
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Well, it makes sense that the 2.0 code is selected by default. Gotta admit it seems a little fishy to a new customer who bought a 3.0 modem along with the connection that the code isn't set the other way from the start. But I guess that's done manually and gets over looked when handling the rest of the setup. Thanks again for the help, keep up the great work.
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