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New Contributor
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Upgraded Modem, Same Speeds
I recently upgraded an old DOCSIS 2.0 modem to Arris SB6141 DOCSIS 3.0 but am getting the same Download speeds (~30Mpbs). I don't have an ethernet port on my Macbook so am connected via Airport Extreme Router. Am paying for Mbps of ~50. Thanks in advance.
Tecknowhelp
Valued Contributor II
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Sounds like you need your service code on your account adjusted to load the right configuration file on your modem for your speed. Right now it is provisioned as a DOCSIS 2.0 device, thus capped at 32Mbps-ish. Whether or not you get 50Mbps wireless from your Airport to you Macbook, could be another question, but I would check the service code first.
Either wait for a moderator to respond, call them, or email them cox.help@cox.com with a link to this thread.
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jschroe36
New Contributor
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I spoke to a customer service rep who said she had upgraded the service code to indicate I now have a DOCSIS 3.0 modem but after performing speed tests, there was no change. Any suggestions? I unplugged the modems/routers and powered off my MacBook Pro.
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Tecknowhelp
Valued Contributor II
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The first thing to confirm is that your modem is loading the correct configuration file. It's a 3 stage system. First, service code on the account updates the "provisioning" profile in Cox's DOCSIS system to have the file the service code/speed allows. Then 3rd, that file actually has to load onto the modem.
A moderator, or any well trained representative, should be able to see what file is on your modem, but if your looking for a DIY, there is one. Disco the coaxial from the modem and then access it via the 192.168.100.1 UI and look for a "Factory Reset". After that, reconnect the coaxial and reboot the modem and watch the modem's logs. The modem should have to load the config, which should be in the logs. I would replicate and give screen shots, but not using the SB6141.
Also, it's possible the config file is right and the Airport is slowing thing down. Looking at this video, he is getting anywhere from 16Mbps to 50Mb+. So if you confirm the config file, next step is trying to get some kind of wired connection. No laptops or LAN adapters?
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jschroe36
New Contributor
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No, I don't have any adapters to plug into the Ethernet directly. Will try the other stuff u suggested. Thx.
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Tecknowhelp
Valued Contributor II
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is there any App or utility by apple that allows the router itself to do a speed test? That way it's atleast a wired speedtest from router to Cox. Something in here? Not familiar with Apple products, so I am stretching.
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Becky
+2 more
Moderator
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It appears that your modem didn't properly reset after the internet service codes were changed. I have provisioned and reset your modem to ensure that it updates the config files, and it is back online with good levels. To sync your router, unplug the power from your Airport router for 30 seconds and then plug it back in. After the router resets and you are able to get online, run another speed test or two and let us know your results.
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Tecknowhelp
Valued Contributor II
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Called it.
Cox really needs to train their CSR's again in Edgehealth and their other data tools. I call up and it's sad. They also need to work on their escalation system. 4 months of troubleshooting Tier 1 and 2 and not once was I offered to be transfered to CAD. Which is odd, because I have friends that still work there. Oh, and please get rid of the Texas call center you contracted out. It is HORRIBLE. Worst then CGS.
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