Premier package is getting me 20Mbps

Starter Package

Pricing and Offers
  Feature Maximum Limit
1. Maximum download speed 5 Mbps
2. Maximum upload speed 1 Mbps
3. Monthly data plan 3 50 gigabytes combined 
download and upload
4. Online file storage
(Cloud Drive) 1 GB
 
GB = gigabyte(s)
Mbps = megabits per second
Kbps = kilobits per second

   Bill Summary

Service Address:
 [EDITED BY MODERATOR] Wichita, KS 

Billing Address:
 [EDITED BY MODERATOR] Wichita, KS

View Bill (PDF)
Account summary as of Mar 15 2015 Billing Period: Mar 15 - Apr 14
Previous Balance $206.66
Payment Received - Feb 28 2015($206.66)
New Charges $206.66
Total Due by Mar 30 2015$206.66
Summary Of Charges $206.66
MONTHLY SERVICES$195.95
TV$80.98
INTERNET$81.98
Cox High Speed Internet Premier
Includes:
Premier Internet Service
Download speeds up to 100 Mbps. (DOCSIS 3.0 modem required) 100 GB free Cloud Drive storage. Cox Security Suite Plus. PowerBoost (R) for large downloads.
WiFi Modem Rental $6.99
McAfee Family Protection
Total Internet$81.98
OTHER SERVICES$32.99
TOTAL MONTHLY SERVICES$195.95
 
As you can plainly see I pay for PREMIER INTERNET which is supposed to be 100 Mbps. For 2 years and 11 mo I have told Cox that I am not getting this. I get about 5 Mbps which is BEYOND UNACCEPTABLE to me. I have nothing to hide this is well documented. They replaced my lines and everything and wow it got worse!

Hi Madconsumer,

I think if I was dealing with chronically slow internet speed, I'd be just as upset as you are! I'm sorry that this has been an ongoing issue. Did you get the voicemail that Jayson left you on April 8th? I believe he left his direct number so that you can return his call. I edited your post to remove your address, as we do not want your personal information available in this public forum.

I’d like to take a look at your internet speeds now that we’ve replaced the drop to your home. What speed test site do you use? As a comparison, please log in to Cox.net and follow the steps found at HERE. While the Cox Internet Speed Test Tool provides results without requiring you to log into the site, please log in to run the test. The speed test results and other modem metrics are saved, if you run the test while logged in, and this data is extremely helpful for us when troubleshooting. The Cox Internet Speed Test isolates your internet speed as it travels along the Cox Network. Other speed test tools should provide results within the same ballpark, however; once data leaves Cox’s network, it can be slowed down by a number of factors that are out of its control.

Also, it is best to run speed tests when hardwired directly to the modem, as wireless signal strength and range vary depending on multiple factors. Please run the speed test a few times and post your results. You can also post the results from your favorite speed test tool, if you like.