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New Contributor
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Slow internet the last few days...
So I've been having VERY slow internet for the last few days, sometimes to the point that an error for internet connection will come up on my browser. So far I have unplugged the wireless router and modem for upwards of 30 minutes, checked all coaxial connections inside and outside, tested my wireless by streaming movies from my server over my connection to my Chromecast (Works perfectly), and tested speeds with an Ethernet cable directly to the modem . I'm at a loss right now. I've been a customer for a long while, but my local provider is looking better everyday. We had an issue in the past where I lost internet for a few days due to a Cox truck doing something with the pole at the street. I put in a service call and the guy that came out said it was something to do with the pole and another truck came out and fixed it the next day.
I can't even get through a podcast without it stopping to buffer for 10-30 seconds at a time. For reference, I rent the Motorola SB5101U modem and have a LinkSys E2500 router.
Here's the three recent tests I ran...
Sun Aug 31 07:54 PM Yes 2 Mbps 0 Mbps 34 millisec
Sun Aug 31 07:53 PM Yes 0 Mbps 4 Mbps 31 millisec
Sun Aug 31 07:41 PM Yes 1 Mbps 4 Mbps 15 millisec
It took me about 15min to even get the speed tool to load properly.
Health_Edge
+5 more
Valued Contributor III
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You said you tested direct to the modem, but didn't mention the results. What was the speeds then?
Also, if you rent the SB5101U you should upgrade to a DOCSIS 3.0 modem. May not have anything to do with your problem, but it couldn't hurt.
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BrentP
New Contributor
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Sorry. The direct link to modem test was the one at 07:54pm. How do I go about upgrading he modem?
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Health_Edge
+5 more
Valued Contributor III
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First be sure you rent it. Would be a fee on your bill. If so you can either call up and ask for a free swap at one of the stores or for a technician to come out and upgrade it for you. Surprised you haven't gotten a notice about it already.
This is only if you RENT your modem. If it was given to you or you bought it, you would need to pay for the new modem. On the upside though that means you can buy any Cox compatible modem anywhere you want.
Might still be a good idea to look at signal levels first though. Maybe kill 2 birds with one stone with a technician.
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BrentP
New Contributor
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Thanks. Found the upgrade on my account here. Got a confirmation and should be getting it this week. I work all day, so can't go by the Cox office to pick it up myself.
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Becky
+2 more
Moderator
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I'm glad you have a DOCSIS 3.0 modem on the way! Once you get the new modem installed, please provide us update with an update. I want to make sure your speeds improve!
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BrentP
New Contributor
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*UPDATE*
The internet became manageable again about a day after the original post. My connection still felt sluggish, but I could at least access my email and do some things for work.
My new modem came in today and I got it activated. I'd say there's a significant improvement....
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Health_Edge
+5 more
Valued Contributor III
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What internet plan/tier do you have?
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BrentP
New Contributor
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Premier
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Becky
+2 more
Moderator
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Now that you have a DOCSIS 3.0 Gateway, there is one other thing I'd like to try to see if we can improve your overall connectivity. This will reset your Gateway, so I want to make sure I'm not interrupting anything you may be working on. When would it be convenient for me to complete the process on my end?
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Health_Edge
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Valued Contributor III
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Then you still probably need the service code on your account adjusted. 32Mbps download is the cap when you have the DOCSIS 2.0 Premier service code on your account instead of the DOCSIS 3.0 code. Hopefully a moderator will be around soon to re-assist. Becky, would you be so kind?
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BrentP
New Contributor
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Sorry Becky, just saw this. You can reset anytime as I've caught up on everything I need right now.
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ChrisL
Former Moderator
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BrentP
New Contributor
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Hmm.... I did the activation online after I installed it and it's been working fine.
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smtips
New Contributor II
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I've actually called Cox on numerous occasions where they said they couldn't see my modem online, but it most certainly was or I wouldn't have been able to call them with my internet connected phone.
This seems to be an ongoing thing with Cox not seeing a home modem online, dunno why but I can sure verify that's the case.
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BrentP
New Contributor
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Latest speed test...
I know the Premier package is listed at 100 mbps and the Preferred is listed at 50 mbps, so not sure what's going on now. Unplugged and reconnected all connections to make sure they were secured.
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