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...
Forum Discussion
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
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.
- 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
Hello Kevin, I rebooted the modem and checked the speeds last night and this morning. Still around 350 / 37, zero changes.
I doubt very much that anything was done, much less a new drop installed and buried. I live in an apartment building and they wouldn't allow anything of the sort without permission from the main office. I checked with the office, there was no such request made.
Cox appears to have a systemic issue with technicians telling customers one thing and then reporting something entirely different to their bosses back at the office.This is not the first time this has happened to me personally. You may recall during a previous visit the tech told me that my slow speeds were due to an "external issue" but reported in his notes that there was something wrong with my computer. This time, the tech left saying he needed to break open the ceiling and replace the coaxial cable, that he would call me back after talking to his supervisor (he didn't), but has apparently written in his notes that a cable drop was installed. It goes without saying that this is extremely unethical behavior, to say the least.
Could I just get a straight answer on what is causing the slow speeds, and what Cox can do, if anything, to fix it?
- PGriffin, I have submitted a request to have a specialist from our Field Escalations Team review this account thoroughly. Someone should be reaching out to you within 24-72 business hours, regarding this escalation. I'm sorry you're having an unfavorable experience with our company. -Kevin M. Cox Support Forum Moderator
