KevinThompson's profile

KevinThompson

New Contributor

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3 Messages

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Premier Internet Tier

I just upgraded from Preferred to the Premier Internet Tier yesterday.  I ran a speed test through your website before I did the upgrade.  I am getting the same up and and down speeds as before.  Can you help me resolve this in a timely fashion? 

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Health_Edge

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Valued Contributor III

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First, do you have a DOCSIS 3.0 modem? Second, how did you upgrade, via phone or website? 

Last, have you rebooted the modem and tested connecting direct to it?

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KevinThompson

New Contributor

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3 Messages

Yes I have a DOCSIS 3.0 modem.  It is a Netgear CG3000D that I purchased from your COX store a year ago.

I upgraded via phone yesterday.  The representative told me it would take up to an hour. 

I rebooted it once I got home last night. 

I just rebooted again and ran a internet speed test via your website. I am getting the same D/L speeds before I upgraded. 32mbps. I was told I would be getting 50mbps

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Health_Edge

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Valued Contributor III

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4.2K Messages

KevinThompson said:
your COX store a year ago.

My store? Im just a customer. Moderator might need to look at your account and make sure the "service code" is correct. 

::Edit:: And no problem thinking me a moderator. Its my fault for posting so much. I use Digg, a RSS reader for a bunch of forums I belong to so sometimes I get on a run where I will post a bunch. Not replying so it stands out more for the mod to check.

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KevinThompson

New Contributor

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Touché Health Edge.  I thought you were a moderator.  My apologies. 

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ChrisL

Former Moderator

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Indeed the account did require a correction which I took care of.  The signal levels to the modem are also looking pretty bad as well so if you're still having issues we may need to arrange for a service visit to address that.

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