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New Contributor II
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Two Internet Connections - one works perfectly, the other is slow
Hello -- I've been transferring our old family VHS cassettes to digital files and uploading them to the cloud. When I do this, it saturates my upload and I cannot do much else on the Internet. My wife complained about slow Internet, so I added a 2nd Internet service to my account. This is my current setup:
Ultimate - Arris SB6190
Premier - Arris SB6141
When I added the 2nd Internet service, the phone technician told me that the signals on my cable line weren't great, so she'd send a technician out. In the meantime, she activated my service. My Ultimate connection obtains consistent 200 down/20 up speeds. However, the Premier is only obtaining 30 down/8 up speeds.
The technician came over yesterday and ran a new line into my house. He said the signals are good, but wasn't sure why the Premier service wasn't seeing the correct speeds. He called someone and they told him that the SB6141 was no longer supported. I find that hard to believe, because I was using the SB6141 on my Ultimate account just a few weeks ago and was seeing speeds well over 150MBit.
Can a technician please look into my account to see if my Premier service is stuck with an incorrect code. I've seen other posts where users are stuck with a Docsis 2 Premier code and I wonder if that's what the issue is.
Thanks!
Tecknowhelp
Valued Contributor II
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" He called someone and they told him that the SB6141 was no longer supported. "
That's a untruth. See here for Cox supported modems for proof. Notice it is specifically approved for Premier. Sounds like the technician wanted to go home. Pathetic
What are your signal levels? Should be able to find them at 192.168.100.1.
Also, are you connecting directly to the SB6141?
Last, how are you measuring your speed? I think you mistook MB for Mb. 8Mb=1MB
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LordFlux
New Contributor II
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I am connected directly to the SB6141. I am measuring speeds using the Cox Speed Test Tool.
I will attach screen shots to next post.
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LordFlux
New Contributor II
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Hmmmm. Can't get the file attachment feature to work. I uploaded the screenshots to my website.
http://outerworld.ws/temp/signalstrength.png
http://outerworld.ws/temp/speed.png
And as I said, this is with a fresh line run into my house. It's stretched across my yard waiting to be buried.
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Tecknowhelp
Valued Contributor II
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Signal levels look fine. It does appear to be at the speed which usually is caused by a service code issue like you think.
If for some reason they can't find the correct code, and to test the theory, you could ask for Ultimate to be switched to the SB6141 and Premier to the SB6190 and see if that effects speeds. If it does, you know it's a issue with the config file/service code. This would just be a temporary measure of-course.
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LordFlux
New Contributor II
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Thank you so much for your help, Teck.
Can you point me in the direction of whom I need to speak to?
Or is my post here on the forum sufficient enough to get a technician to look at my account?
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Accepted Solution
LordFlux
New Contributor II
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I called into tech support and mentioned the Docsis 2 code. He looked into it and that was exactly the problem.
Speed on my Premier is now 120 down / 10 up. So things look good and this issue is resolved.
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DustinP
Moderator
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Upon reviewing your account it appears you've contacted a Cox tech today and this has been resolved. If troubles return, please update us on the status here. Thanks!
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