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JackBauer's avatar
JackBauer
New Contributor

Upstream Speeds Intermittently Crawl

Is anyone else having issues where their upstream speeds intermittently crawl? In the past week or so, I've noticed that every so often, especially in the evening, the upstream speeds intermittently will slow to a standstill. I've just run 3 speedtests where the downstream speeds are well in excess of 300 Mbps (my paid tier) but upstream is around .15-.22 Mbps (well below my paid tier of 30 Mbps). Sometimes rebooting the modem seems to fix it, sometimes rebooting the modem doesn't.

At the same time, I am no longer able to send a refresh signal from the Cox portal to have it reboot it.

I have a CM1000 with Cox Ultimate service. I believe the firmware on the device was recently updated because the interface to see signal levels and error messages has changed slightly. Is there any way you can revert me to the old interface, or check my account setup to make sure everything is in sync?

Also, you have recently deployed 32x4, an upgrade from 24x4, and these issues have come up since that deployment.

Otherwise I'm stuck. I have great signal levels to the modem with no errors.

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @JackBauer

    When I look from this end all seems well with the signal but latencies to the modem aren't as stable as they should be. Are there any cable splitters you can try bypassing and seeing if that helps?

  • JackBauer's avatar
    JackBauer
    New Contributor

    @chrisl the line from the street comes into a 2-way splitter. One output goes directly from the splitter to the cable modem over coax that was measured for the exact length of the run. The other output goes to a second splitter that then distributes to the 3 televisions. The splitter was installed by y’all.


    I want to repeat, however, that this only very recently became an issue. All was fine before you upgraded the system from 24x4 to 32x4. Since then the downstream speeds have increased but upstream speeds are intermittent between fully functional and unusable (as stated below 100kbps). Around the same time you upgraded the firmware on the modem.


    Also, this past weekend, a Cox tech was working on a neighbor’s issue and I asked him if he knew why I might be having these issues with the upstream signal. He said that our neighborhood is notorious for getting complaints from customers that the internet service is intermittent. So clearly it’s not just me but something with the local network. Anyway you can get it escalated, on behalf of everyone in my neighborhood and on behalf of that cox technician that said that?

  • JackBauer's avatar
    JackBauer
    New Contributor

    @TiffanyR thanks so much for the firmware change. Since the issue is intermittent, I'll monitor and let you know. Really appreciate you trying this step for me!

  • XavierB's avatar
    XavierB
    Former Moderator
    Thank you, Please reach out to us if you have any further concerns. - Xavier
  • JackBauer's avatar
    JackBauer
    New Contributor

    @XavierB @TiffanyR Just some observations:

    1: With the firmware downgraded to the previous version, I can now once again reset my modem through the Cox Support interface. With the "upgraded" firmware, if I went to cox.com and clicked on Support --> Reset Your Modem, it would always fail.

    2: The upload and download speeds are again back to being much more consistent in my first 24 hours of observation.

    I HIGHLY suggest reporting to the IT department that the "new" firmware for the CM1000 is buggy and that you downgrade all other customers and investigate what might have caused that firmware to fail and, more importantly, pass QC before being released.

  • XavierB's avatar
    XavierB
    Former Moderator
    Thank you JackBauer, We always appreciate customers who take the time to give us their feedback, and I'll pass what you've said to our management team.