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adopttwins

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Data leak or equipment issues

This July we upgraded to faster internet speed ultimate 300/30 Mbps with 1 terabyte data.  We had to swap out our cable and internet gateway modem to support the additional speed/features at the price COX offered us. Contour 2 (Cisco) digital Cable and Arris tg1682 internet gateway with phone. Since July our Data usage has increased. we are now over 1 terabyte per month which is new for us. We have never used that much data in the past. Have to wonder if the new Arris is not set properly, leaking data or something is broken somewhere between us (end user) and COX (provider).  Thanks in Advance.

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LisaH

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You can check to see what devices are connected to your network by either using the Cox Connect app or the Cox website and go to Internet Tools, MY WIFI and it will show you all the devices connected. You can check this even when you are away from home to see what devices are online. You can also check your daily usage through the same app or website, going to Internet Tools. Also, check out www.cox.com/.../data-usage.html. Thanks, Lisa - Cox Support Forums Moderator

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adopttwins

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Thank you. We have spent hours on the phone with Cox techs. they had no suggestions whatsoever and cannot help us look into it for “privacy reasons”. COX phone CS suggested Data usage meter to view usage and connected Devices. Somewhat helpful but total usage does not help us know who is connected at what time of day. Installed Cox security suite by Mcafee which took 10 hrs to run. Found nothing. Uninstalling it because run time is absurd. Going back to previous anti Virus/spam which runs about 1 hr or less when it doesn’t find anything. What does this suite consist of in addition to Mcafee? Do you have any other suggestions?

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Becky

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Hi Adopttwins, the Arris TG1682 is My WiFi-compatible, so I'll echo Lisa's suggestion of installing the Cox Connect App on a mobile device or log into www.cox.com/mywifi to view connected devices. There are numerous factors that impact data usage, so I’ll review the most common. First, make sure that you’ve secured your home network with a password, so that you aren’t sharing your internet connection with your neighbors. Spyware running in the background can cause sudden spikes in data usage, so check all internet-connected devices for viruses and malware. Our computers and mobile devices may be sending or receiving data even if we are not actively using our Internet service. For example, a computer can automatically download operating system updates, security software updates, and application updates like iTunes. Game consoles, tablets, and mobile phones may also be configured for automatic device updates. Automatic uploads to back up files to cloud-based storage services, automatic syncs between phones, tablets, and other mobile devices, and internet-connected security cameras all drive data usage. Streaming video is typically the largest driver of usage for many customers. Updates to streaming services like Netflix, Amazon Prime, and Hulu can sometimes alter the default video settings. Factors such as video quality, FPS (frames per second), color usage, and audio bitrate can all impact the bandwidth of streaming video. Most video players offer Low, Medium, and High settings that allow you to adjust the quality of your video stream from standard definition (such as 240p or 360p) to high definition (720p or 1080p). As the video and audio quality increase, so does the amount of bandwidth consumed, so regularly checking the quality settings for each streaming service can help you manage data usage. You might try experimenting with the data quality settings of your streaming service to see how each affects your usage. Also, be sure to log out of each streaming service when you aren’t actively watching content. I hope these suggestions are helpful! -Becky, Cox Support Forums Moderator

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adopttwins

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We did get some of those suggestions from tech about game consoles, Netflix and other such ways data can get used. However:

Prior to our new agreement this July and all new COX "boxes" we had been regularly downloading software updates, viewing UTube and other streaming the same way/same definition on same devices. We have not had game consoles for over 2 yrs. We do not use Netflix at all in any way. Had been using HD live TV only a few times a year until recently.

HD TV is the only increase in usage on same TV we have had for 3 years. Not internet TV app over our smartphones. Could it be our Digital cable service?

COX security protocol and measures for customers renting COX gateway modems needs to change immediately. Furthermore, your answers show that you did not read what I did regarding security. Don't comment further about securing my devices please. I've already heard how "safe" we are from more than one COX rep. I think it may be best to return our "boxes" and purchase our own.

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LisaH

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The cable service itself doesn't use data only the apps like Netflix, Youtube and iHeart Radio do because they require a wireless connection that you have to connect to in order to use these apps unlike the cable service, which doesn't require internet. Thanks, Lisa - Cox Support Forums Moderator

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chimchim1959

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Cox probably won't bother to tell you that Arris equipment has many well known unpatched security flaws, in one case a backdoor allowing full network access. Since you sound like you don't use much network bandwidth and then magically you started using so much you Max out your limit, well that sounds like an equipment issue related to an owned device using your high speed connection. Cox owns the responsibility for modem security since you are not allowed to upgrade it for any purpose including to secure it.Tom's hardware has a write up that might help www.google.com/url .  You should not have to be this far in the weeds, but what you are describing sounds like malware you can't see on recent equipment additions you don't control. Routers, modems, and other Internet of things devices are that hot hacker Target at the moment; the bandwidth has multiple uses for hackers.

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