Forum Discussion

PGriffin's avatar
PGriffin
New Contributor III
6 years ago

Gigablast download speed issue

I recently signed up for the Gigablast plan. I am renting the Panoramic Wifi modem/router from Cox. Hooked it up to the coaxial cable outlet in the wall, and connected via ethernet to my laptop (whic...
PGriffin's avatar
PGriffin
New Contributor III
6 years ago

Third technician visit today. His verdict - modem and PC are fine, but there might be a wiring issue in the cable room.Wait 1-2 weeks to hear from Cox.

Speeds still no better than before (Wired: 350/37 Mbps, 5 Ghz Wireless: 60-80/37 Mbps.) Not even close to Gigablast downloads.

Could anyone in the support team really take an interest and sort me out?

  • KevinM2's avatar
    KevinM2
    Former Moderator
    6 years ago
    Hi PGriffin, I do see a work order in place to have your outside cable line (your drop) replaced and buried. Based on the on-site assessment, some replacements may require a permit. State and town permit codes vary and may cause a delay in the completion of replacing and burying the line. On some occasions, this can take up to three weeks. Inclement weather such as rain or ice can cause a delay in completion. -Kevin M. Cox Support Forum Moderator
    • PGriffin's avatar
      PGriffin
      New Contributor III
      6 years ago

      On to my fourth technician visit today. Tech came in, looked around for a bit, then said he might need to break open the ceiling from my apartment to the access point in the hallway outside and run a new cable. Alternatively, I could downgrade my service from Gigablast to a lower plan. Left saying he needed to talk to a supervisor and would call me back in a few hours. Haven't heard from him since...

      Before breaking open the entire ceiling, can you guys make sure that replacing the wiring will indeed fix the problem? If the speeds remain the same after going through all that hassle, I would not be very happy.

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        PGriffin, our records indicate a new drop (cable line) was installed and buried. Can you please reboot your modem and perform another speed test for us? If the technician indicated that the cable needed replacing, then that would be my recommendation. I apologize if I'm being vague about the situation. If those cables are damaged or nicked, this can cause signal interference that may impact speeds and overall performance. -Kevin M. Cox Support Forum Moderator