Hi,
The SB6190 won't keep a steady high rate. I use the cox online reset and then have to hard boot the modem in order for it to get close to 500Mbps (If I don't hard boot the modem after the reset, it doesn't get any faster). The improved speed lasts between 2 hours and two days and then it drops to 30Mbps. This has been occurring for over 2 months. I have tried 2 of the same model.
Thx
Is it just a problem with download speed or upload speed too? Do you have the problem if connected directly to the SB6190 and not through a router? Also, can you post a screenshot of your signal levels? See here. Last, anything change starting 2 months ago?
ddowie8
I'm sorry to hear you are experiencing speed instability. I know this would frustrate me too. I was able to locate your account using your forum credentials to check your modem's connection to our network and everything looks good. Are you still trying to connect with the SB6190? Please confirm that your modem is rated for subscribed speeds. https://www.cox.com/residential/support/cox-certified-cable-modems.html
I see you've gotten some input from another community member. (Thanks, WiderMouthOpen!) Please feel free to continue troubleshooting here, but keep in mind that some issues will beyond the scope of support available from our users. If you need additional assistance once you have exhausted troubleshooting on your end please send us an email containing your full name, complete street address, detailed description of the issue, and a link to your forum post to cox.help@cox.com. If you prefer, you can also reach our forums moderators via social media on Facebook, Twitter or Instagram.
The SB6190 is supported by Cox up to 500Mbps down as per here. However I don't know what Cox requires for different upload speeds. I think it can be anything from 10-50Mbps for the 500Mbps plan. I think it depends on if your area is mid-split, but Cox doesn't seem to have mid-split hardware requirements like other ISP like Comcast. I haven't even heard what the upload speed cap is for a DOCSIS 3.0 modem like the SB6190. Have you heard of anything? Not so much related to OP, because they are reporting a download issue, but the question has come up in other posts.
WiderMouthOpen Honestly, I haven't done a ton of research into our upload requirements. From what I've seen when checking specs on different modems, approved devices are aligned with the tiers they are compatible with by our back office teams, and I know our network provisioning and engineering practices are designed to enable customers to receive the speeds they are subscribed to.
Once OP confirms what device they are currently using we'll be able to dig a little deeper into what might be going on.
Any update?
The 6190 is a D3 modem 500 down/10 up. It's old, I would replace it.
First, OP said they bought SB6190 new, so it's not old as in wear and tear. They have tried 3 modems all with the same issue. Cox classifies it for speeds up to 500Mbps/10 so it's not a compatibility issue. A D3.1 modem might help with congestion, but I don't think that's what this is. Also, OP has shown a clear signal issue in the 700Mhz range. I would suggest getting that fixed before throwing more money at the issue.
It is just the download speed. I connected two nights ago through the modem only and didn’t get over 36Mbps. I tried resetting and rebooting 2 times (I’ve gotten better in the past but it doesn’t last). I then installed my old Zoom modem and am now consistently getting 280Mbps+, including through the router.
Thanks!
Hi, there. If this SB6190 has the Puma chipset, this may be related to the known issue for that device. Here is a link related to the issue: https://approvedmodemlist.com/intel-puma-6-modem-list-chipset-defects/ . It seems to occur mostly when the modem is under a lot of download pressure. I'm glad to hear switching the modem has helped stabilize your connection. Please let me know if I can assist you further and I will do my best to assist.
That modem is known as a lemon, but a lot of it should have been fixed by firmware updates. Also, I think the problem with it was with the latency not download speeds so I think something else is going on. Are you satisfied with the solution? What model modem are you using?
No, I am not satisfied with the outcome. I bought a Cox approved modem to take advantage of the 500Mbps connection and was told it was defective. I bought a second one based on that advice. I now have two modems I can't use or return.
Hello. I recommend sending us an email with your full name, address, and a brief description of this concern to cox.help@cox.com
I thought you had a SB6190 and swapped to your old Zoom modem and everything worked? If so, seems the fault is on the SB6190. Also, why can't you return them? Did you not buy them somewhere that has a return policy? Like were they second hand? Last, try posting the signal levels from 192.168.100.1.
I bought them new at Best Buy but no longer have the boxes. I could try returning as defective I guess but it has been a while since they were purchased. I'll try that in a couple of days after the snow melts (New Orleans).I am not sure what is meant by posting signal levels from that IP.
Thanks to Everyone for the Help!!
It is bad again. Resetting multiple times didn't help. Correctables and Uncorrectables are both zero.
Should I go through Cox or Arris to have these modems refunded?
Thx
Where you return them depends on where you bought them. I don't think Cox sells modems.
A tech came out and found issues on the pole. A work order has been submitted for it to be fixed.
It appears someone came out and worked on the pole hardware. Speeds are better over all and nothing below 111 Mbps.
Something common I hear is when there is a leak in the tap(the device that connects the main line to the different drops going to houses) and because of thermal dynamics, it sucks in water through the leak.
