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New Contributor II
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Upgraded from Premier to Ultimate
Upgraded yesterday and got new Modem/Router (CG3000DV2 aka Netgear 450) and still is showing im on the premier package. Also my speeds have not changed above 50mbps and done many speed tests.
Health_Edge
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Valued Contributor III
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"Upgraded yesterday and got new Modem/Router"
Could you explain this? Did you have Ultimate installed by a technician? Self install?
" still is showing im on the premier package"
How do you mean "showing"? Do you mean via speedtests? On your bill? Are you looking at your configuration file?
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CReiches
New Contributor II
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Could you explain this? Did you have Ultimate installed by a technician? Self install? Self installed
still is showing im on the premier package.... On the Internet tools Data usage meter account summary still says im Premier package
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Health_Edge
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Valued Contributor III
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If thats the case, then your service hasn't been upgraded in their computer system yet. Could you explain how you went about this upgrade? Did you pick the modem up at the store? Did you call in?
Either way, thats not a technical issue, but as noted below, a Moderator may be able to get you in touch with the right people. Hope it works out
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ColleenD
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Moderator
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I'm not yet sure what happened here, but I can tell you that Ultimate Internet subscriptions require a professional install to ensure signal levels are within specs to support the service properly. Please email me at cox.help@cox.com with your account info so I can investigate. Please reference this forum post in your email.
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Accepted Solution
CReiches
New Contributor II
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Update: Called Cox and as both of you advised it needed the professional install. They are coming out tomorrow. They just couldn't understand why two reps in the store said it was upgraded and sold me the modem without an install date and said to just plug the new modem in and i would be fine. Anyhow thanks again =)
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Health_Edge
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Valued Contributor III
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Because that front counter representative probably didn't know what they were doing, as is the case with most front counter representives. I question what training they are required since my experiences with them leave much to be desired. Think of them like waiters at a restaurant, they may be nice, but don't know very much about whats going on in the kitchen.
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