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JTH57's avatar
JTH57
New Contributor

Internet speeds after plan upgrade then modem upgrade still the same (and now worse)

I upgraded from package 150Mpbs Premier to 300Mpbs Ultimate on 09OCT2017 based on a recommendation by a sales person while trying to lower my bill. That day my Upload speed changed to 30Mbps but download stayed around 170 with occasional spikes closer to 200Mbps.  After a day, my modem would reboot all by itself. Today 21OCT2017, I have had enough of sporadic internet and constant reboots and I called COX cust support and was told my older SB6141 was not able to support the higher increased speeds and I should not have upgraded speed with out upgrading the modem.  I wish I would have known this.  The rep sent me the COX approved list of modems, so I bought an Arris SB6190 today, installed it, cable direct to desktop, and called in to have it re-provisioned and I am still getting same speeds as before.  I have called in to support several times, tried the CHAT HELP and they insist on rebooting, and rebooting and trying to sell me TV services. At the end of trouble shooting today, my speeds dropped to 40Mbps.  I have been at this for the entire day.  After searching the web forums I have found these links below:
Could you please check my account and settings.
Thank you,

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  • BrianM's avatar
    BrianM
    Moderator
    Please send us an email to cox.help@cox.com with your home address along with a link to this thread and we can take a look.

    Brian
    Cox Support Forum Moderator
  • BrianM's avatar
    BrianM
    Moderator

    Disregard my last post, I just saw that you have emailed us and have responded there.

    Brian
    Cox Support Forum Moderator

  • JTH57's avatar
    JTH57
    New Contributor

    Yes I received your response and responded

  • JTH57's avatar
    JTH57
    New Contributor

    SO after 4 days of troubleshooting for the TECH SUPPORT team and waiting 24 hours or more for a response, (ie, Did you reboot your modem???)  really?  I have decided to "roll back" my service to a lesser bandwidth and put the trusty SB6141 .  no issues so far.  I am EXTREMELY disappointed in the TECH SUPPORT ( With the EXCEPTION of Brian, who really seemed to look into this) and constant asking to reboot the modem, reboot the modem, reboot the modem, did you reboot the modem. oh by the way, I noticed you don't have tv or phone, would you like to upgrade?  How about just get me the what I agreed to pay for. so after calling in the final time, the only person that tried to really help me is the Customer Retention rep.