New Contributor II
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4 Messages
Congestion and slowness during Community Peak, Cox blames modem, tries to rent new one.
Before everyone had Stay-At-Home orders for Lakewood Ohio, I was working remotely and paying for 150 down bandwidth. That was my typical experience too, that bandwidth matched what I paid for it.
Increasingly over the past days and weeks, my bandwidth has been decreasing. Multiple conversations with Cox technicians have resulted in a recommended change of modem. This doesn't make sense, because the congestion is happening during peak hours and not at off peak. For example at 11PM and 4AM I don't have challenges. I'm somewhat knowledgeable about networking and have QOS priorities set in my house. I observe and limit devices that connect to my home network. I've been very careful and attentive to narrow down this problem.
This is a network congestion problem starting outside of my house and largely dependent on time of day. Yet, I'm asked to upgrade my modem because it is 'unhealthy'. My modem is on the approved list for DOCSIS 3.0 and appropriate for my service bandwidth. The modem works fine in off peak hours, and my demands on it are not changing (in fact my demands might increase because I use more bandwidth and devices at night for work).
I repeatedly asked if there are bandwidth guarantees I could pay for and the technician ignored those questions. I don't know why, since my other questions were answered.
I decreased my service to starter plan 10 down 1 up because that's what I'm averaging during the day, the technician said there was no price difference between the 10 down and 30 down plans, both are 49.99 in my area. So I'm considering cancelling and just tethering off my phone since it provides better bandwidth.
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elliwigy
New Contributor III
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12 Messages
I mean there is a pandemic going on and a lot of people were forced to stay home and many are working from home so more users in peak hours means slower speeds than what youre used to as you stated. Reading your post I don't know what you want Cox to do. Sounds like youre already on a cheap plan and I doubt Cox can kick people off the network so you can have better bandwidth so seems youre in a pickle.
I personally pay for Gigablast and even when its "slow" its unoticeable with near 30 devices connected at different times. Maybe you should consider upgrading your plan, 10 or even 30 is really not a lot and thats not taking into consideration you will rarely "max out" at that speed all the time.
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hzla
New Contributor II
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5 Messages
You should be aware that Cox tech support is actually also a sales department who have sales goals that they must meet. Therefore, their first response to any problem is going to be that it is your equipment that is at fault and you should buy an upgrade whether you need it or not.
If you don't believe me, just take a look at the tons of testimonials from Cox tech support employees about how they didn't expect to have to make sales on the job, or about the unrealistic sales goals. There's even employees saying they got in trouble for being too helpful/technical because it set unreasonable standards for other employees.
https://www.glassdoor.com/Reviews/Cox-Communications-Technical-Support-Representative-Reviews-EI_IE4063.0,18_KO19,51.htm
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