Forum Discussion

Polychronopolus's avatar
Polychronopolus
New Contributor II
2 months ago

Download speed drops to ~30mbps on a 500mbps plan daily. Upload speed unaffected.

I noticed others have had this exact same issue in the past year.

Download speeds constantly drop to 30 mbps on a 500 mbps plan. | Cox Community

Some days the download speed will revert to what it should be. More often than not, nothing changes unless I reset the modem and router. Even then, the correct download speed only remains for a few minutes before reverting to ~30mbps.

I'm paying $150/month for this. The services advertised are not being provided. Not even close.

 

download speeds
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    2 months ago

    Download speed bottle-necking around 30-35Mbps is usually a sign the modem is entering "partial service" mode. This is caused by a problem with the signal going over the coax for service. Do you have Panoramic gateway? Also, how does the coax get from the street/pole to the room the modem is in? Any splitters, amp, filters? Last, when did the problem start and did anything change happen around then?

    PS. I assume this is affecting both wired and wireless connections.

    • Polychronopolus's avatar
      Polychronopolus
      New Contributor II
      2 months ago

      No panoramic gateway. Modem is a Netgear CM1000 V2. Router is an ASUS RT-AX86U. Wired and wireless speeds are both affected equally.

      I live in an apartment, so I know the coax comes in via a box at the end of my building. Beyond that, no clue. Not certain of any splitters or the like between the outside coax box and my unit. There are no splitters or anything out of the norm between my modem and coax wall jack. I've swapped out various coax and Ethernet cables to rule them out as a potential variable.

      This has been an intermittent problem for months but only recently began to affect the network daily. In the past few weeks, I have received numerous notifications from Cox regarding repair work being done on the network infrastructure in my area. This problem has only escalated since then.

      I expect a technician needs to check the outside coax connection(s) based on similar forum threads I've seen regarding this specific type of slowdown.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        2 months ago

        Can you post your modem's signal levels from 192.168.100.1? See here. Also, do you know if anyone else in your apartment is having the same issue? Troubleshooting in a apartment is difficult because you can't always see all the coax wiring and it can be shared with different apartments in the building. There is also finger pointing with who is responsible for the wiring inside the building but not inside your apartment.

  • FireboltShade's avatar
    FireboltShade
    New Contributor
    2 months ago

    I'm having this exact same issue, starting yesterday. Here are the signal levels from my modem.

    Located in Phoenix, Arizona and I pay for 1gbps, started dropping to 32mbps yesterday randomly. I have a 4 year old Arris S33 modem so I don't mind trying a new one, but others have said new modems don't fix the problem.

    • LatitiaS's avatar
      LatitiaS
      Moderator
      2 months ago

      Hello FireboltShade,

      We want you to get the speeds you pay for.  If you are still having issues, feel free to reach out to us via email at Cox.help@cox.com so that we may investigate further. 

      Cox Support Forum Moderator

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor II
      2 months ago

      What speed do you get direct to the S33? Remember you have to reboot the modem each time you change the ethernet. Also, what do you see in your logs around the time of the problem? Don't post your logs unless you edit out your MAC address. Your signal levels look good though and I doubt it's a hardware issue.

  • FireboltShade's avatar
    FireboltShade
    New Contributor
    2 months ago

    I get my full speeds through the router, it seems when I'm saturating my network in full when downloading a game on steam is when it causes the drop (started happening yesterday)

    When it happens again I'll do a speedtest direct through the S33 and get the logs without the MAC address.

     I don't change the ethernet at all. Like I said everything's been working perfectly fine until yesterday.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor II
      2 months ago

      Well it would make sense a speed test would show slow speed if you are saturating your network downloading a large file. Also, the download speed you get depends on the server you are testing from. I would normally suggest to do a Cox speedtest, but seems they shut down their servers and outsourced to Highspeedinternet.com which is a 3rd party internet reseller. I would trust speedtest.net or fast.com more. 

      • FireboltShade's avatar
        FireboltShade
        New Contributor
        2 months ago

        Let me clarify. I download a steam game, I get my full gigabit speeds. then the speeds drop to 30mbps. Or I download something on my VPN. speeds drop to 30mbps. Then I stop downloading the steam game or get off the vpn and do a speedtest on my desktop, phone and laptop and they all get 30mbps.

        My router shows active traffic and it also shows a drop in total traffic to 30mbps when it happens. When speeds drop it comes back within 5-10 minutes but it's happening in a loop.

         

        It's happening right now and the modem status is the same as the pictures I sent earlier. The event logs say a lot of:

        -DHCP WARNING - Non-critical field invalid in response

        -TLV-11 - unrecognized OID

        -DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3

        -Started Unicast Maintenance Ranging - No Response received - T3 time-out

        -No Ranging Response received - T3 time-out

        -RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM

        -Dynamic Range Window violation

         

  • olivesage's avatar
    olivesage
    New Contributor
    2 months ago

    This is what is happening for us... Is anyone else experiencing this same issue and frustration??

    Our speeds are regularly less than 10mbps and they want to charge us for their tech to come out, but cannot articulate what their techs would be able to do for us. When we restart the modem, our speeds pick back up to about 300mbps, and then after about 20 minutes our internet slows back down to unusable speeds. I can tell this gets worse towards the end of the month as we use through data, but I pay the additional $20 for unlimited data, so what am I really paying for when I am stuck with dismal internet speeds? I am paying $170/month total for this and gigablast, and the only thing their support does is push their equipment for an additional monthly fee, along with another $10/month for their service calls. I understand the service fee to some degree, but since this is an issue with Cox throttling the internet, I would almost knowingly be wasting my money. I know not to expect 1 gig of internet speed, but for what I am receiving, shouldn't I be paying for the lowest internet plan, and not $170/month? Also, this seems to have gotten worse since 2Gig is now available.

    I have the recommended Docsis 3.1 modem, and am getting these slow speeds even when I am directly connected to the internet (not on wifi).

  • olivesage's avatar
    olivesage
    New Contributor
    2 months ago

    Same thing happening here! I can't believe we are paying $150/month for this! 

    • JulianN's avatar
      JulianN
      Moderator
      2 months ago

      Hello, I am very sorry you’ve not had the best experience with Cox. I understand how important communication and reliable service is. We value your business, and we would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you!