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New Contributor
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Speed Issue-ongoing
Good morning/ afternoon,
I am hoping this question will reach someone that may be able to answer it. I am a premier level internet subscriber who for the last 6 months (maybe longer) I have not received the speeds I have been paying for. I have had 4 different technicians come to my house to trouble shoot the issue, one of them was a specialist/ guru who spent the better part of the day trying to diagnose the issue. I get between 12-16 mbps down 20-24 up while hard lined into my DOCSIS 3.0 modem (no these numbers are not incorrect, yes I receive more upload speed than download). My drivers are all correct on my Ethernet adapter, which is a gigabit adapter. My modem is not going out and is in perfect working order.
The guru/ specialist used all his equipment running straight off the tap to rule out the possibility of it being caused by my equipment. He also received the same results. There is no issue with the line (it is a brand new one that they ran just in case), there is no issue with the equipment. There is no issue to be found anywhere. The meter being placed directly on the tap shows the line is putting out up to 150 mbps. As you can imagine this is an extremely frustrating issue for me. I pay for speeds up to 50 mbps which will soon double to 100 mbps in my market (on the 23rd of this month). This is a huge slap in the face as I don't receive the speeds i should be prior to the increase. I have another service call scheduled to which will result in the same thing as the previous 4 did. I am told this is an engineering/ maintenance issue and can not be fixed until that department addresses the issue. There is no timeline on when that will be fixed. If I increase my speed tier will i receive better speeds? Or is there possibly another fix which will clear up this issue? As you can imagine I am quite upset with the situation and feel as if I am not receiving results as to when this issue might be resolved. Any help will be greatly appreciated.
Health_Edge
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Valued Contributor III
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First, what are you modems signal levels? You can find them on 192.168.100.1.
Second, you mentioned a maintence issue, did you happen to get the ticket number? That way you can fallow up.
Third, when the technician tested it straight to the pole, was he using your modem and PC, or his own equipment?
Last, you said it started 6 months ago. Can you think of anything odd or unusual around that time?
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tbishop12
New Contributor
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There was no ticket number given when the specialist came, He simply stated he would send an email and that I needed to continue to follow up on the issue so it would not be forgotten. He also stated there would be no timeline as to when the issue would be fixed. EDIT, Yes the specialist used all his own equipment and achieved the same results.
Also there is nothing specific that happened 6 months ago, the issue could have persisted longer than that but I never caught it due to the fact that I did not regularly check my speeds.
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tbishop12
New Contributor
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Just ran another speed test and I am getting these results
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Health_Edge
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Valued Contributor III
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Sorry, I dont have any ideas. If the issue is maintenance, then you need the maintenance ticket to fallow up. Sounds like another tech just shrug and running to me. I have seen so many techs say they have called maintenance, when they really haven't.
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Matyoka
New Contributor
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I got 3 mbps down five minutes ago on COX's speedcheck. We are paying for 50 mbps and with doubled speeds we should be flying.... NOPE, it's Friday night and my net is crawling like a snail.
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tbishop12
New Contributor
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I was wondering if a moderator or a cox person is planning on helping with this problem at all? I am doing my best to resolve this ongoing issue. Any suggestions or perhaps answers to the questions I asked above?
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ChrisL
Former Moderator
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tbishop12
New Contributor
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I assure you I am hard lined into the modem while performing my speed tests, just as the techs who came out multiple times were. I stated this in my OP. My router is an AC1900 Nighthawk and is definitely capable of Gigabit speeds. However, this is an irrelevant point as I am connected directly to my modem via ethernet when performing the speed checks. My machine is 6 months old and I was stating above that is has a gigabit Ethernet adapter- quite capable of pulling the MBPS I am supposed to be receiving. .As you can see below my upstream is much higher than my downstream which should never be the case. This is actually peak speed for me, it is normally between 10-12 Mbps down with a steady 21-23 up.
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tbishop12
New Contributor
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New Orleans
As you can see here my upload speed is consistently faster than my download speeds, and never getting close to 1/2 the speeds I am paying for.
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Health_Edge
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Valued Contributor III
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How were you able to see the duplex? Thats some fancy troubleshooting. :-)
@Tbishop12 Maybe your router is capable of gigabit, but something is hindering it? Or atleast was when the router was connected. Can you check the "Internet Port statistics" and see what it says for Status for the WAN? See page 123-124 of manual for more info how.
"The guru/ specialist used all his equipment running straight off the tap to rule out the possibility of it being caused by my equipment. He also received the same results."
I think this is most important part of OP.What kind of equipment did he use? Did you happen to see? If he hooked up his own modem and PC at the pole and got same speed, then kind makes the whole matter of WAN rate moot IMO.
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ChrisL
Former Moderator
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ChrisL
Former Moderator
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