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rlobbins's avatar
rlobbins
New Contributor

Cox Upload Speed Issue

Hello I have been trying to get my upload speeds looked at for the past couple of weeks. I have had multiple techs come out and everyone is saying everything is in spec. No matter what the service, or where I am sending the file I am only able to upload at around 7/10Mbps. The plan I am paying for supports up to 30. I had no issues up until about a month or two ago when the speeds drastically lowered. I can try to download/stream a file from my computer remotely from another cox customer in my area, same thing just maxes out at 7Mbps.

I have already had 4 techs come out and look at the house and the wiring, the modem has been replaced. At this point I don't know what to do because it is nothing on my end I can fix. The cox speed test for my region maxes out the connection but is literally the only site that says those speeds. I am not able to replicate those speeds from the cox speedtest on any other service, but if I choose any other cox region in the speed test it reflects the speeds I am experiencing. I am at my wits end and do not wish to lower/cancel my service, but I don't know where else to go from here. We have eliminated that there are no issues with the wiring in my house or the modem/devices connected to it. 

The last rep I spoke with at Cox told me my options were to cancel my service or lower my plan. He also said that I needed a higher spec modem or modem/router combo for my package and my current modem wouldn't support it due to the number of channels(I know this isn't true and the modems I had were rated well above the plan I had). I have a sb6183 and bought a sb6190 to troubleshoot the issue. I have had the sb6183 since I had the service installed and it only recently started having issues. The issues followed to the new modem. Anyone else have any similar experiences?

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  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    Are you only getting 7Mbps direct to the SB6190? 

    Also, what area are you in? 30Mbps upload is only available in a few select areas. 

    Last, what are the modems signal levels? You can find them on 192.168.100.1

  • rlobbins's avatar
    rlobbins
    New Contributor

    Here are the current signal levels on my modem with a -9db attentuator attached by the tech. We swapped the sb6183 back onto my account today. It was purchased to rule out the modem, speeds were the same across both devices. I live in an area with 300/30 available, and yes I can only get 7Mbps upload out regardless of where I am sending the file. We have ruled out any issues with the wiring in my house/network devices in my house.

    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
    1 Locked QAM256 33 849000000 Hz 2.1 dBmV 39.2 dB 0 0
    2 Locked QAM256 34 855000000 Hz 1.4 dBmV 38.8 dB 0 0
    3 Locked QAM256 35 861000000 Hz 1.4 dBmV 38.9 dB 0 0
    4 Locked QAM256 36 867000000 Hz 1.3 dBmV 39.0 dB 0 0
    5 Locked QAM256 37 873000000 Hz 0.7 dBmV 38.7 dB 0 0
    6 Locked QAM256 38 879000000 Hz 0.5 dBmV 38.6 dB 0 0
    7 Locked QAM256 39 885000000 Hz 0.7 dBmV 38.8 dB 0 0
    8 Locked QAM256 40 891000000 Hz -0.1 dBmV 38.4 dB 0 0
    9 Locked QAM256 57 945000000 Hz -1.5 dBmV 37.7 dB 0 0
    10 Locked QAM256 58 951000000 Hz -1.7 dBmV 37.6 dB 0 0
    11 Locked QAM256 59 957000000 Hz -1.8 dBmV 37.6 dB 0 0
    12 Locked QAM256 60 963000000 Hz -2.3 dBmV 37.3 dB 0 0
    13 Locked QAM256 61 969000000 Hz -2.4 dBmV 37.3 dB 0 0
    14 Locked QAM256 62 975000000 Hz -2.5 dBmV 37.3 dB 0 0
    15 Locked QAM256 63 981000000 Hz -3.1 dBmV 37.0 dB 0 0
    16 Locked QAM256 64 987000000 Hz -3.1 dBmV 37.1 dB 0 0

    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 40.5 dBmV
    2 Locked TDMA and ATDMA 1 2560 Ksym/sec 18400000 Hz 37.5 dBmV
    3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 38.5 dBmV
    4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 41.5 dBmV

  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    rlobbins said:
    regardless of where I am sending the file.

    Could you explain what you mean by that? Are you judging your speed by trying to transfer a file? If so, what kind of file and to where? Have you tried a normal speed test? 

  • rlobbins's avatar
    rlobbins
    New Contributor

    Any where, I can go to my neighbors house who has cox and download a file directly from my computer, which would be using the upload speed. Maxes out at 800kb/s, same for mega.co.nz, dropbox, my work sites, google drive, any where I can not upload faster than 7-8Mbps. So unless every single service has an issue with cox but works fine on a 20Mbps upload speed on centurylink it can't be me.

    Speedtests to the region test on cox's site dont reflect any of the speeds I am actually getting. If I change to a different cox region it reflects the speeds I am actually getting through you guys.

  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    rlobbins said:
    download a file directly from my computer, which would be using the upload speed.

    I don't know how you would download a file direct from your computer from your neighbors house. What are you using to transfer the file? FTP? HTTP? I don't understand you are testing.

    " If I change to a different cox region it reflects the speeds I am actually getting through you guys."

    Internet slows down the further the server is. If you are having problems with performance to a certain server, try a tracert to the server and post the results. 

  • rlobbins's avatar
    rlobbins
    New Contributor

    FTP, HTTPS, I can watch the traffic on my router/firewall, I am running pfsense with a dual wan configuration(different people in the house want different internet, but it helps me troubleshoot when needed). I am not a beginner, I understand tech and I understand networks. I wouldn't be posting if it was inside my control to fix it.

  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    Ok, nevermind. I think I will let someone else take this one. Too rich for my blood.

  • rlobbins's avatar
    rlobbins
    New Contributor

    Sorry, thanks for taking the time to take a look. I appreciate it.

  • Omoeba's avatar
    Omoeba
    New Contributor

    You got extremely low power on the upload channels, ideally the level is 45-48, anything from 42-50 is okay, anything below 40 WILL NOT WORK, you should give the values to cox and let them diagnose the issue.

  • rlobbins's avatar
    rlobbins
    New Contributor

    I have tried, I have had 4 cox techs come to the house. I even told them Arris recommends 42-50 dBmV for the sb6183/sb6190, the contractors just tell me everything is in spec and I should expect to get 7/12mbps on my plan. An area supervisor called is going to come out tomorrow to look, only took 4 techs and about 5 hours on the phone trying to get it fixed. Hopefully I will have better news after tomorrow.