Forum Discussion

BrianLC's avatar
BrianLC
New Contributor

Internet Preferred upload is faster than download!!!

Hopeless at trying to resolve this thru the phone - why would I have 2 Mbps download and 8 Mbps upload?  Everything is disconnected from the router with the exception of the computer running the test.  I am sad to say this is the first significant bump in service I have had, but reliability is what I treasure - and is how I ended up at Cox.  Rather than waste copious personal time routing out the issue myself, I tend to jump ship and go with a competitor - as the marriage will last at least a year at which point I am usually free to jump ship again.  I am sad by the new adverts claiming that we will soon have twice the speed, since twice nothing is still nothing.

12 Replies

Sort By
Most LikedOldestNewest
Replies have been turned off for this discussion
  • DerrickW's avatar
    DerrickW
    Valued Contributor
    Hi BrianLC,

    We can help you with the connection issues you're having.  Do you have a separate modem and router or is it one device?  I am curious as to what speeds you might get directly connected to the modem.  We can check the signal levels as well.  Please email us the account information (name and address), send to cox.help@cox.com and we'll take a look at the modem information from here.
  • BrianLC's avatar
    BrianLC
    New Contributor

    The router is separate from the modem.  I've sent an email with my info.

  • BrianLC's avatar
    BrianLC
    New Contributor

    Hi TiffanyR,

    I double checked everything.  No splitters, surge protector, power strip, or UPS with the coax.  I do use a UPS for powering the Netgear unit.  A Cox tech came by and checked the street hookup, and said the signal is strong, but the SNR was 30 dB which is apparently very high.  His offhand diagnosis was that perhaps the modem itself is the issue.  Does this sound right?

  • Health_Edge's avatar
    Health_Edge
    Valued Contributor III

    BrianLC said:
    but the SNR was 30 dB which is apparently very high

    30 db for a DOCSIS 3.0 modem is very low. It should be ATLEAST 35db, if not 36-38. While it "could" still be your modem, I highly doubt it. Sounds more like a wiring problem. Do you have underground wiring in your area? Or telephone poles?

    Its also weird that a SNR that low wouldn't stick out like a sour thumb. Maybe Tiffany will be able to give more details, since it appears she can see your modem remotly. Or you can view/post your signal levels yourself. You can find them on the 192.168.100.1 webpage.

  • BrianLC's avatar
    BrianLC
    New Contributor

    First time in that page -

    Connection
    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 825000000 Hz Locked
    Connectivity State OK Operational
    Boot State OK Operational
    Configuration File Complete  
    Security Enabled BPI+
    Downstream Channel 0
    Lock Status Locked Modulation 256 QAM
    Channel ID 1 Symbol rate 5360537
    Downstream Frequency 825000000 Hz Downstream Power 5.8986 dBmV
    SNR 33.0625 dBmV Correctables 37109
    Uncorrectables 56815    
    Downstream Channel 1
    Lock Status Locked Modulation 256 QAM
    Channel ID 2 Symbol rate 5360537
    Downstream Frequency 819000000 Hz Downstream Power 6.2068 dBmV
    SNR 32.8651 dBmV Correctables 3578
    Uncorrectables 21792    
    Downstream Channel 2
    Lock Status Locked Modulation 256 QAM
    Channel ID 3 Symbol rate 5360537
    Downstream Frequency 813000000 Hz Downstream Power 7.1383 dBmV
    SNR 32.8651 dBmV Correctables 886341844
    Uncorrectables 92275552    
    Downstream Channel 3
    Lock Status Locked Modulation 256 QAM
    Channel ID 4 Symbol rate 5360537
    Downstream Frequency 831000000 Hz Downstream Power 5.7879 dBmV
    SNR 32.9627 dBmV Correctables 93404088
    Uncorrectables 3622604    
    Upstream Channel 0
    Lock Status Locked Modulation 64QAM
    Channel ID 3 Symbol rate 2560 Ksym/sec
    Upstream Frequency 36638000 Hz Upstream Power 37.0000 dBmV
    Upstream Channel 1
    Lock Status Locked Modulation 64QAM
    Channel ID 1 Symbol rate 2560 Ksym/sec
    Upstream Frequency 29988000 Hz Upstream Power 37.5000 dBmV
    Upstream Channel 2
    Lock Status Locked Modulation 64QAM
    Channel ID 2 Symbol rate 2560 Ksym/sec
    Upstream Frequency 33313000 Hz Upstream Power 37.0000 dBmV
    Upstream Channel 3
    Lock Status Locked Modulation 64QAM
    Channel ID 4 Symbol rate 2560 Ksym/sec
    Upstream Frequency 39963000 Hz Upstream Power 37.0000 dBmV
    Current System Time:Mon Oct 20 16:08:52 2014 
  • BrianLC's avatar
    BrianLC
    New Contributor

    I am guessing underground power (for lack of poles).

  • MichaelJ's avatar
    MichaelJ
    Moderator
    Hi Brian, looks like we sent a tech to the house yesterday to help resolve the issues you are experiencing with the internet but the work order was cancelled upon arrival. Has the issue been corrected? Do you still need assistance? 
  • BrianLC's avatar
    BrianLC
    New Contributor

    Hi MichaelJ,

    He came over checked the connection from the street - and concluded that it might be the modem itself.  I cancelled since he said I wouldn't benefit from him coming in the house, and I would face charges.  The network reliability is periodic - currently it is fairly poor 3.2 Mbps download, 5.85 Mbps upload... it has vacillated between 0.96 M and 15 M download and 1.58 - 15 M upload.

    I would still like some help to resolve this.

  • BrianLC's avatar
    BrianLC
    New Contributor

    Here's some new stats:

    Connection
    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 825000000 Hz Locked
    Connectivity State OK Operational
    Boot State OK Operational
    Configuration File Complete  
    Security Enabled BPI+
    Downstream Channel 0
    Lock Status Locked Modulation 256 QAM
    Channel ID 1 Symbol rate 5360537
    Downstream Frequency 825000000 Hz Downstream Power 5.1314 dBmV
    SNR 33.5994 dBmV Correctables 1081
    Uncorrectables 1263    
    Downstream Channel 1
    Lock Status Locked Modulation 256 QAM
    Channel ID 2 Symbol rate 5360537
    Downstream Frequency 819000000 Hz Downstream Power 5.6550 dBmV
    SNR 32.4075 dBmV Correctables 1672
    Uncorrectables 5715    
    Downstream Channel 2
    Lock Status Locked Modulation 256 QAM
    Channel ID 3 Symbol rate 5360537
    Downstream Frequency 813000000 Hz Downstream Power 6.3100 dBmV
    SNR 32.4075 dBmV Correctables 139845985
    Uncorrectables 6616237    
    Downstream Channel 3
    Lock Status Locked Modulation 256 QAM
    Channel ID 4 Symbol rate 5360537
    Downstream Frequency 831000000 Hz Downstream Power 4.9869 dBmV
    SNR 33.7152 dBmV Correctables 16125092
    Uncorrectables 231831    
    Upstream Channel 0
    Lock Status Locked Modulation 64QAM
    Channel ID 3 Symbol rate 2560 Ksym/sec
    Upstream Frequency 36638000 Hz Upstream Power 38.0000 dBmV
    Upstream Channel 1
    Lock Status Locked Modulation 64QAM
    Channel ID 1 Symbol rate 2560 Ksym/sec
    Upstream Frequency 29988000 Hz Upstream Power 38.0000 dBmV
    Upstream Channel 2
    Lock Status Locked Modulation 64QAM
    Channel ID 2 Symbol rate 2560 Ksym/sec
    Upstream Frequency 33313000 Hz Upstream Power 38.0000 dBmV
    Upstream Channel 3
    Lock Status Locked Modulation 64QAM
    Channel ID 4 Symbol rate 2560 Ksym/sec
    Upstream Frequency 39963000 Hz Upstream Power 38.0000 dBmV
    Current System Time:Tue Oct 21 14:37:00 2014 
  • ChrisL's avatar
    ChrisL
    Former Moderator
    The modem is still showing some indications of noise that the technician apparently wasn't able to verify outside.  At his point that would suggest that an inside problem may exist.  The modem is definitely a possibility however you also cannot rule out possible noise interference from another source putting noise into the lines.