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Another_Cox_Cus's avatar
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Paying for 30 Mbps upload, getting less than 10 for 3 months and counting...

This is the situation. For the last 3 months I've been unable to do any Twitch streaming because my upload bandwidth has been completely unreliable and inconsistent. I am paying for the highest tier Internet service in my area. Ultimate. That means I should be getting 30 Mbps upload bandwidth. I've been getting an average of 10 Mbps or less on most days for the last 3 months.

I've called Cox tech support numerous times over the last 3 months. There have been at least 10 Cox technicians that have come to my apartment over that time. Every time they arrive, they do the same tests over and over again and keep telling me "everything looks fine" and "it must be your equipment". Yet, I have told them time and time again that I've changed my equipment several times and the problem occurs no matter what equipment and configuration I use.

Here are all the equipment changes I've made in the last 3 months. I bought a $200 DOCSIS 3.1 modem, I eliminated my router from the signal path ( I have done this every time the Cox technicians have come to check things out), I've used 3 different PC's two of which are brand new, I've tried using a laptop. I also always do the testing and use the Internet primarily wired with CAT 7 cables between everything at all times. I also have 1 Gbps capable ports on everything. I've tried different cables. The Cox technicians have completely replaced the coax cable going from my apartment to the main box outside. None of these things including everything the Cox technicians have done over the last 3 months have resolved the problem. Yet everytime I call Cox about this issue and everytime the Cox technicians come to my apartment to do their testing I keep getting told the same thing over and over and over again. "Everything looks fine" and "it must be your equipment". 

I am getting really tired of this repetitive nonsense that doesn't go anywhere or resolve my problem. It took Cox technicians 2 months to notice what was referred to as "intermittent noise" in the Internet signal I'm getting. And supposedly some work was done to fix that. However I have not heard anything about what specifically was done to fix that and whatever was done apparently has not actually fixed the problem as I've been told there has been intermittent noise detected in the Internet signal I'm receiving since then. As I mentioned, even though I have been told that somebody would get back to me with the details of what was done to try and fix the intermittent noise problem nobody has done so to my knowledge.

I am not happy with the way things have been going with this. I am also not happy with how ineffective the Cox technicians have been in resolving this problem even though they have had ample time to figure out what is causing it. I am also not happy with the fact that everybody keeps insisting that it must be my equipment causing the problem when I've given numerous examples of why that is most likely not the case, as well as asked the Cox technicians to look at my equipment and it's settings to verify that everything is either working properly or not. If the Cox technicians are "not allowed" to even look at my equipment then I don't think they have a right to imply or assert that it is my equipment causing the problem. That would be what I would refer to as an appeal to ignorance or argument from ignorance fallacy. (The assumption of a conclusion or fact based primarily on lack of evidence to the contrary.) You cannot say or assume that it's my equipment at fault just because you are incapable of finding evidence to the contrary. If you are going to say it's my equipment at fault, you need to prove it with some empirical evidence to back up your assertion or claim. But since Cox technicians are "not allowed" to even look at my equipment let alone troubleshoot it then that means they are incapable of finding evidence to prove that "it must be my equipment" at fault. So I really wish the Cox technicians would stop saying that to me because it is absolutely infuriating to keep hearing it over and over again. I swear I've heard each of the 10 Cox technicians tell me that exact phrase at least once during their visits. It is a serious insult to my intelligence after having troubleshooted for many hours and days over the last 3 months and eliminated my equipment as the potential source of the problem by the various methods I previously mentioned in this post.

If anyone has any idea how to resolve my problem I would really appreciate some help. I cannot rely on Cox to do anything about it and am tired of wasting my time asking them for help.

I would be glad to provide any information as needed to anyone willing to help me troubleshoot the issue.

Some info about the situation that might be relevant is this. My download speeds are generally not affected most of the time. It is only my upload speeds that are affected negatively. I am not sure why this is.

Thanks for taking the time to read my post. I hope you can help me. Best regards.

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  • Hello,

    We can certainly look into this issue for you. Please send us an email with your full address and a link to this thread to


    Allan - Cox Support Forums Moderator.