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New Contributor
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RE: very slow download speeds - Premier Plus Cox
I have Premier Plus Internet Service and I rent a Netgear CG3000G. I am in Poway, CA. In the last three weeks our download speeds have been appalling. Sometimes they've been lower than 1Mbps, so we find using video streaming services such as Hulu Plus and Netflix excruciating! I have just tested now and this is the result:
Start | Cox Net | Download Speed | Upload Speed | Latency |
|---|---|---|---|---|
| Sun Dec 29 8:55 PM | Yes | 9 Mbps | 27 Mbps | 17 millisec |
Please can this issue be resolved as soon as possible.
DerrickW
Valued Contributor
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Hi Matty,
We can look into that for you, see what is causing that to happen. Are you using a wireless connection? If you were to connect an ethernet cable I am curious if the speeds would be the same or if they would improve. That would help us better determine if it is an issue with just the wireless signal or not. Also, just as a basic troubleshooting step resetting the gateway is always a good idea (unplug from power for at least 1 minute then plug it back in). We can take a look at the modem signal levels, please email us the account name and address to cox.help@cox.com. Thanks!
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Matty
New Contributor
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Thanks Derrick, I will do that. I am testing via Ethernet directly via the modem/router. When I test and get poor download speeds the upload speed is pretty much always high - one would expect if the issue is at my end that I would be getting both poor download and poor upload speeds, but this is not the case. Also the download speed fluctuates, sometimes it's fine and sometimes it's dreadful, again if the issue was local I would expect a consistently poor download speed.
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DerrickW
Valued Contributor
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Agreed, if the connection is bad with an ethernet cable then that would relate to the signal coming into the modem. I can have a closer look, please e-mail the account information at your earliest convenience.
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ColleenD
+2 more
Moderator
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Matty,
I've reviewed your modem's connection and can see the speed test results you've run on the Cox website. In addition to those results, when I ping your modem I am seeing packet loss. Does the modem connect directly to the cable outlet via coax or is there a splitter? Please ensure all connections are hand tight, bypassing any splitters you may find. Please also check the coaxial wire for damage or loose connector ends and replace the cable if necessary.
Once this is completed, please sign back in to the cox speed test site, complete another test and reply with the results. If there is no improvement it would be necessary to schedule a technician visit at your home to correct the packet loss.
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