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Sayee's avatar
Sayee
New Contributor

Getting 9 Mbps on a 150 Mbps conn.

I have the premier internet service and I've been getting real slow internet (9 Mbps D/L) since Monday. I reported the issue via online chat on Tuesday and after resetting the modem on Cox's end and me turning off and on everything the matter wasn't resolved. So a tech appointment was made for Thursday (7/28) from 1 to 3 and the tech didn't show up till 2.45 PM and I got on the chat again and was told they have sent a message to the tech and he/she will call me and there's still 15 mins left. Nobody reached out to me.

I got on the chat today and the rep told me the tech has left a note as me not reachable which is not true as I got permission to work from home and stayed home for this appointment. The next early appointment is tomorrow and still I'm stuck with 9 Mbps down.

I'm extremely frustrated at this point because I've to wait for a week before getting a tech to even look at the problem and also the fact that yesterday's appointment was written up as me not being home. What can I do to get this escalated? Will Cox follow up with the technician and also waive charges for this week or till whenever they fix the problem?

Specifics:

9 Mbs D/L tested on a wired connection on a N450 Modem/Router that I rent from Cox.

Speed tested on Speedtest, Fast and also Cox's own site (which in turns uses Ookla so the same as speedtest).

bad service
connection issues
cox internet

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  • bug's avatar
    bug
    New Contributor

    Same here In San Diego- 14.5Mbps.

    Can't contact Cox without evil Flash scripts and spyware. Nothing on the site works: chat, speed test, etc; many links lead nowhere and there are redirects most of the time. Cox seems to have forgotten HTML and gone to the dark side with proprietary scripts and spyware from a number of companies.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Sayee

    Everything seems OK with the modem when I look from this end. Can you tell us a little about the specs of the PC you tried the wired test with?

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @bug

    In your case it appears you have a modem that is not compatible with your speed tier that's holding you back. I'd suggest upgrading to a DOCSIS 3.0 modem for starters. If you're also using a router that doesn't have gigabit Ethernet ports it may be time to look at an upgrade for it as well.

  • Sayee's avatar
    Sayee
    New Contributor

    @Chris

    Core i7-5820K, MSI X99S SLI Plus MB, 32G RAM, 980-TI. I've no wireless on this. I built this as a gaming PC for a wired connection.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Sayee

    Do you know anything more about the wired Ethernet capabilities? It's not a Killer NIC by chance is it?

  • Sayee's avatar
    Sayee
    New Contributor

    @Chris 

    It's not an issue with the PC as I was getting the right speed as of last week. I switched out this modem/router to an Arris surfboard I bought and got it configured today and it's working fine. I plan to return the N450 back to Cox. The issue was definitely with the N450.

    Thank you, Chris, for your help! We can now consider this matter closed.