Forum Discussion

CoryL's avatar
CoryL
New Contributor
5 years ago

Internet speed degraded far below original

So i'm getting close to my wits end on this - I have gigablast, and i got ~950 Mbps when i first moved in, everything was fantastic. 

Now about 2 months after setting up my service, my speeds went down and i started having connection dropouts. okay, i'll reset my router and it will come back, but speeds aren't exceeding 500 Mbps now. 

I had a technician come out after 3 attempts to resolve this and it was found that the line into my apartment is okay, but from the building out to the next hub there was some echo in the line. Not something that this guy or myself would be able to fix. He said that he put in a service request to have them look into the line, but nothing came out of it from my knowledge. 

It's now been 6 months since this started and im now only getting between 0.2Mbps and 198Mbps - the problem is getting worse. On now my 4th attempt to ask for someone to look into this, there was a service scheduled to look into the lines outside my building, but nothing changed since the 28th when they were scheduled to come out.  

I'm getting to the point where I am ready to start asking for bill credits. I'm paying a lot for service that isn't accessible, and i don't even have a choice in what provider i use. 

This is a desperate cry for help. i just want my gigabit speeds. 

I've attached some of the connection data from my modem which hopefully can provide some information for those who are able to read it. 

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
11 Locked QAM256 843000000 Hz -1.1 dBmV 40.3 dB 0 0
1 Locked QAM256 783000000 Hz 0.6 dBmV 40.6 dB 0 0
2 Locked QAM256 789000000 Hz 0.5 dBmV 40.6 dB 0 0
3 Locked QAM256 795000000 Hz 0.2 dBmV 40.6 dB 0 0
4 Locked QAM256 801000000 Hz 0.2 dBmV 40.6 dB 0 0
9 Locked QAM256 831000000 Hz -1.1 dBmV 40.0 dB 0 0
10 Locked QAM256 837000000 Hz -1.1 dBmV 40.2 dB 1 0
12 Locked QAM256 849000000 Hz -1.6 dBmV 40.1 dB 0 0
17 Locked QAM256 879000000 Hz -2.0 dBmV 39.6 dB 0 0
18 Locked QAM256 885000000 Hz -1.9 dBmV 39.7 dB 1 0
19 Locked QAM256 891000000 Hz -2.2 dBmV 39.5 dB 0 0
20 Locked QAM256 897000000 Hz -2.2 dBmV 39.4 dB 0 0
21 Locked QAM256 903000000 Hz -1.9 dBmV 39.6 dB 0 0
22 Locked QAM256 909000000 Hz -1.3 dBmV 39.8 dB 0 0
25 Locked QAM256 927000000 Hz -0.7 dBmV 39.7 dB 0 0
26 Locked QAM256 933000000 Hz -0.8 dBmV 39.8 dB 0 0
27 Locked QAM256 939000000 Hz -0.7 dBmV 39.8 dB 0 0
28 Locked QAM256 945000000 Hz -0.4 dBmV 39.9 dB 1 0
29 Locked QAM256 951000000 Hz 0.0 dBmV 40.0 dB 0 0
30 Locked QAM256 957000000 Hz 0.1 dBmV 39.9 dB 0 0
33 Locked QAM256 405000000 Hz -0.2 dBmV 40.8 dB 0 0
34 Locked QAM256 411000000 Hz 0.0 dBmV 41.1 dB 1 0
35 Locked QAM256 417000000 Hz 0.4 dBmV 41.1 dB 0 0
36 Locked QAM256 423000000 Hz 0.4 dBmV 41.3 dB 0 0
37 Locked QAM256 429000000 Hz 0.0 dBmV 40.7 dB 0 0
38 Locked QAM256 435000000 Hz 0.2 dBmV 41.2 dB 0 0
41 Locked QAM256 453000000 Hz 0.7 dBmV 41.2 dB 0 0
42 Locked QAM256 459000000 Hz 0.6 dBmV 41.0 dB 0 0
43 Locked QAM256 465000000 Hz 0.7 dBmV 41.2 dB 0 0
44 Locked QAM256 471000000 Hz 0.2 dBmV 40.9 dB 4 0
45 Locked QAM256 477000000 Hz -0.6 dBmV 40.7 dB 2 0
46 Locked QAM256 483000000 Hz -2.2 dBmV 39.7 dB 36 0
159 Locked Other 348000000 Hz 2.4 dBmV 41.8 dB 137482929 0




Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 3 Locked SC-QAM Upstream 30400000 Hz 6400000 Hz 45.0 dBmV
2 1 Locked SC-QAM Upstream 17600000 Hz 6400000 Hz 44.0 dBmV
3 2 Locked SC-QAM Upstream 24000000 Hz 6400000 Hz 44.0 dBmV
4 4 Locked SC-QAM Upstream 36800000 Hz 6400000 Hz 45.0 dBmV

3 Replies

  • swampd32618's avatar
    swampd32618
    New Contributor

    I'm having the same issue here in Gainesville. Very inconsistent performance and incredibly frustrating. Getting practically no upload performance at all, I was online with a "tech" last night for over an hour and all we ended up doing was resetting power on the modem and router and a remote reset of the modem. I was about to bring the modem in for an exchange this morning and found the speed is back up to what I'm supposed ot get (Gigablast). So, unless I've got an intermittent hardware issue with the modem (still possible, I suppose) the problems are on the ISP side, but no one will admit it. If I had an alternative for internet service in my area I'd take it, but I'm trapped with Cox. Not a happy customer at all! How would one go about seeking a payment credit for service not received?

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      @Swampd32618

      If you continue to have an issue, please email your full-service address and name to cox.help@cox.com so we can investigate.

      Jonathan J
      Cox Moderator
  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    @CoryL

    We apologize for all the service issues you have been experiencing and like to investigate. Please email your full-service address and name to cox.help@cox.com also include this thread.


    Jonathan J
    Cox Moderator