Forum Discussion

friarfaithful's avatar
friarfaithful
New Contributor II
25 days ago

500 plan speeds drop to 30mbps

A few weeks I noticed my speeds had dipped and were capping out 30-35/mbps. Testing from a laptop directly into the modem. Reset modem and speed is back to 500 for about 90 seconds then goes back down. Replaced the ethernet cable and coax - nothing.

Called Cox - no help. Replaced modem with a brand new Cox modem. Full speed lasted about 5 mins before going back down to 30. 

Please help Cox. Your online tech support is terrible.

  • I saw a Cox truck with a lift driving around my neighborhood yesterday. Checked my speeds and they are back up! Checked again today and still getting a solid 500+. I'm hesitantly gonna say this problem is solved.

    The issue was something going on on poles delivering service. Glad it wasn't anything on my end. Hope this may help anyone else dealing with slow speeds.

     

    Cheers all.

22 Replies

  • thehumangerm's avatar
    thehumangerm
    New Contributor II

    File an FCC complaint. They use support to just pressure people to purchasing more equipment and pay their exorbitant motor rental fees and support fees which should be included. If the drop yo your house is more than 10 years old it often needs replacement if exposed  to the weather and the techs don't want to do it so they gasslight and blame your hardware. Also They have a monopoly. They only care about profits regulations and fines. File with the FCC. They will have someone with actual authority resolve your issue or they will get fines.

    • Darkatt's avatar
      Darkatt
      Honored Contributor

      You are inaccurate. I have an RG6 cable from the box to my house that was installed in 1998. The ONLY reason it would need to be replaced is if water got inside. As long as your home connector has the proper watertight insulation on it, you should be good. ALL the center wire carries is an RF signal, much like a radio antenna. 

      When mine needed to be replaced, it took Miss Utility 40 days to come out and mark the ground, (Important because out electric grid is underground here), and within the week, Cox was out and replacing the run. Spreading misinformation only makes you look sad. 

      • Bkewl's avatar
        Bkewl
        New Contributor

        Ehh, 10 years is about right for coax replacement, atleast for any cable line ran along the outside of the house exposed to the sun and elements. The line will dryrot and crack and you'll start to notice poor service specially when/after it rains and water soaks into the line, until it dries out. But yea, 10-15 years sounds about right with us starting to see service issues every time it rains starting about a month ago and we had ours re-ran about 10-12 years back. 

  • Darkatt's avatar
    Darkatt
    Honored Contributor

    Try using a different ethernet cable, and reboot your laptop into "Safe mode with networking", and run the test. If you are seeing the same issue, then it's indeed something with Cox. If the speeds increase dramatically, and stay that way, you have a piece of software on the laptop running in the background that is slowing it down. 

    My test on an Alienware R16 with everything running right and no background software is - https://www.speedtest.net/result/16448515900 

    That's a Netgear CM 2000 and a Netgear RAXE300 router. Speed being paid for is 500 down and 50 up.

  • thehumangerm's avatar
    thehumangerm
    New Contributor II

    Another common reason is your local node has to manu people on it and during oeek hours your Internet goes to crap. It is e

    Very expensive to expand and Especially in rural areas don't expect rapid growth so often won't replace it until it is long past due. Seen it happen repeatedly.

    • Darkatt's avatar
      Darkatt
      Honored Contributor

      My local node is on Dark Fiber, I seriously doubt there are enough people hooked up using 2gb service to even put a dent in the capacity of that fiber. 

  •  

     

    I'm sorry to hear you've been having this experience. Our team would be glad to assist via email at cox.help@cox.com 

     

     

    Thank you.

  • bigd9834's avatar
    bigd9834
    New Contributor II

    I have same thing happening with sb8200, in October it started dropping speed to 30 mbps. This happens about once a week or a month, cox tech was out, checked the line and said the line is good and started recommending that I should use their equipment and blah blah blah. Having a second tech coming out if they dont fix it, i will file a complaint.

    • NicholeC's avatar
      NicholeC
      Moderator

      I'm sorry to hear you've been having this experience. We hope the tech appointment goes well. If you have any concerns after that is completed, please feel free to email us at cox.help@cox.com. Thank you. 

    • bigd9834's avatar
      bigd9834
      New Contributor II

      So the second tech was out and identified a bad tap outside, said inhouse techs will need to replace it should take 3 days, its been week and half and no one came. Since the tech left cox app now shows network impairment event and i dont know if its related to that issue

      • DorisM's avatar
        DorisM
        Moderator

         Hi, there. I am sorry no one has made contact with you.  Please email my team at cox.help@cox.com so we can obtain account details and review further.

        Thank you.

    • friarfaithful's avatar
      friarfaithful
      New Contributor II

      Tech came and replaced the phone/cable box on the side of my house and replaced some old coax connections. No change - 500 when the modem resets then back down to 30 after a minute or so. He went up the pole and said signal strength there is bad and outside plant dept needs to check it out. 

      Once they come out I'll give you another update.

      • DustinP's avatar
        DustinP
        Moderator

        Hello friarfaithful,
        We can help investigate this on your behalf. When you have a moment, would you send us an email to Cox.Help@cox.com with your name, complete address, and the URL to this forum comment? We can check into the status of this if you haven't heard back since this last visit was completed.

  • Billieg73's avatar
    Billieg73
    New Contributor

    We have the same issues!  Speed is never where it’s supposed to be!!!!!  Out here to fix it multiple times and it’s never fixed!

  • friarfaithful's avatar
    friarfaithful
    New Contributor II

    I saw a Cox truck with a lift driving around my neighborhood yesterday. Checked my speeds and they are back up! Checked again today and still getting a solid 500+. I'm hesitantly gonna say this problem is solved.

    The issue was something going on on poles delivering service. Glad it wasn't anything on my end. Hope this may help anyone else dealing with slow speeds.

     

    Cheers all.

  • Wolfen109's avatar
    Wolfen109
    New Contributor

    I am having this exact issue. 500mbps slowing down to exactly 30mbps. Issue persists even after replacing router and a technician visit who also replaced old connectors in and around my unit. Any idea how I can go about getting Cox to investigate the service coming to my apartment complex?

    • Darkatt's avatar
      Darkatt
      Honored Contributor

      Call in to tech support, and request escalation to CAG. They are far more knowledgeable and will be able to either assist, or get the right person on the fix for you.