New Contributor
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Upgraded NEW MODEM DOCSIS 3.0 but speed still caps at 32 mbps!!
Just recently upgraded my modem from Docsis 2.0 to Docsis 3.0 (motorola SB6121) but I'm still get speed 32mbps. I lived in kansas and I know cox just recently upgraded preferred customer from 25 to 50 mbps connection. Anyone having the same issue? From searching the forum it seems like most people having issue with old service code on their account.
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Peteman
New Contributor
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2 Messages
Thanks for trying to help. It actually seems slower today than in the past. I haven't gotten download above 13. Is the modem possibly defective? Should I request a replacement before having a tech come out?? Kind of defeats the purpose of buying the modem vs renting.... since i assume there is a cost associated with the tech service.
Thank you again.
Pete
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ColleenD
Moderator
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1.7K Messages
While I suppose it's possible that the modem could be defective I couldn't say for sure. It's more likely that what we're seeing is not caused by the modem. I suggest checking all connections between the modem and the cable outlet, bypassing any splitters where possible. If you're able, swap out the coaxial cable connecting the modem to the cable outlet. If the connection doesn't improve it would be best to schedule a technician.
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smtips
New Contributor II
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329 Messages
So why is it this thread on here with literally HUNDREDS of posts about the 32mb limit? Is Cox really so stupid as to do nothing about it and just flip the switch to make everyone's account handle Docsis 3? I just hooked up a friend with Docsis 3 and yep, he has the 32 mb limit, and he's gonna have to screw around calling you guys.
This is just nonsense and you should just make everyone's account be correct instead of putting them through the waste of time.
Why are you making all your customers go through this PURE B***T when you can do something about it?
CHANGE THE SERVICE CODES ON EVERYONE'S ACCOUNT.
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ChrisL
Former Moderator
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7.1K Messages
Unfortunately the problem isn't that simple. If we changed the service code on everybody's account even the folks that do not have DOCSIS 3.0 modem would get uncapped which would be bad. Speeds basically become inconsistent and while trying to run the modem at the max speed it takes away any available bandwidth for other non-DOCSIS 3.0 devices. The problem on the account management side of the house has to do with two different systems that simply don't synchronize. The service code that has to be changed is on the billing side and has nothing to do with what modem is actually on the account which is why simply switching to a DOCSIS 3.0 modem doesn't always solve the problem. We actually have an automated process in place that runs at a regular interval to find these account and correct them automatically however most expecting to see the immediate speed increase simply come here to ask we address the issue right away.
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Cobrachris
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2 Messages
I upgraded my modem over the weekend to a Motorola 6121 but I seem to be capped as well. Can you please check my account? Thanks!
Chris
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ChrisL
Former Moderator
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7.1K Messages
I fixed your account however it looks like you may have an older router attached still. You may need to address that as well, if you're still having speed problems try testing without it to find out if that may be the case.
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Fireball
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2 Messages
Yes, but at least there could be a message during the modem activation process that tells people they might have to do something more than just activate the modem to get the increased speed (call to get a new service code), or alternatively they can just wait and they'll see the increased speed eventually. People expect to see the speed increase immediately--that's why they're upgrading to the DOCSIS 3.0 modem in the first place!--and if they don't see the increased speed they end up wasting a lot of time trying to figure out what went wrong. Anyway, I'm in the same boat, I just activated an SB6141 and I'm still experiencing the same 31-32 Mbps downloads (wired) as I did when I was using my DOCSIS 2.0 modem. Could you change the service code on my account?
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Special_Ed
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5 Messages
I have a new Motorola Arris 6183 docsys 3 modem and my speeds are abysmal. Normally below 20Mbps. Weird?
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ChrisL
Former Moderator
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7.1K Messages
Give it a try now and let me know. As for the process itself the way it's supposed to work is the representative is supposed to take care of the code swap without having to be asked so that you never even know that it needs to be done. The way it actually works however unfortunately is that we're human and make mistakes sometimes at the expense of customer experience. We're more than happy to take care of the problem.
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Cobrachris
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2 Messages
Yep, it appears my router is the bottleneck. I tested without it and got the increased speed. I hooked the router back up and my speed went down. I have orderd a new router that should fix the problem. Thanks for your help.
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Special_Ed
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Fireball
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Yep, it works now, downloads are now well over 50 Mbps! Thanks, Chris. I'm sure a lot of people in this forum are not going through a Cox rep to activate their modems. They're doing a self-activation online--it's during that process that a couple of informative messages (regarding when they can expect to see their speed increase) would be helpful.
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jarg
New Contributor
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2 Messages
having the same issue here.. interesting that all of the post seem to say exactly 32mbps.
even went to the store and swapped out the modem to see if it was a lemon, after a tech came out and tested everything. What is this service code that i see being mentioned?
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mandywbc
New Contributor
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3 Messages
Hi,
I just installed a new Cisco DPC3010 modem and the speed caps at 32mbps too. Can I please request a fix?
Thank you!
Mandy
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ChrisL
Former Moderator
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7.1K Messages
When I look from here I'm not seeing your modem online which makes me wonder if you have a bigger issue going on.
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