Forum Discussion

DavidP's avatar
DavidP
New Contributor II
2 months ago

No upstream bonded channel

Hello,

Some time ago I went from 2 blue lights on my modem to just a single blue light. After doing some speed tests and checking the latency on my connection I noticed I was no longer getting my advertised speeds (they were cut down from 930mbps to around 500mbps on download). I recently got a tech out to look at the issues and he said that he could tell things were running well on his end based on his tests. After some discussion he agreed to escalate the issue.

My question is, how do I look into seeing if this ticket is getting worked on? My modem's admin page is still showing uncorrectable signal packets on every downstream channel ID that it can show me so I'm fairly sure this needs to be escalated.

Thanks!

David

Bandwidth Allowance
  • LatitiaS's avatar
    LatitiaS
    Moderator
    2 months ago

    Hi DavidP,

    That sounds incredibly frustrating and I would be glad to check on the progress of that escalation.  Please send us an email with your account details to Cox.help@cox.com.  If you have a ticket number, be sure to include it in your email.  

    Cox Support Forum Moderator 

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

      I'll get an email sent out to you here in a bit. Thank you!

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 months ago

    What model modem? Also, how does the coax get from the street to the room the modem is in? Any splitters/filters/amp? Last, when did the problem happen? Anything new or unusual around then? Storm? Power loss? Construction?

    BTW, do you have the ticket number? If so, a moderator should be able to check it.

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

      It's an Arris SB8200. The coax goes straight into the wall and outside my apartment to whatever box they have in the main hallway of the building (I think it's the tap) During the month where I initially lost the second blue light there were almost daily outages and intermittent issues for like 2 weeks straight. On ce things were resolved and stable for a few days I checked my speeds and overall signal. That was when I noticed the issue. Shortly after I was informed that a week later there would be upgrades in my area happening so I decided to wait for those upgrades to finish before trying to get to the root of this issue.

      No ticket number was left for me. So I dont know how the tech is handling this internally.

  • Plzhelpme's avatar
    Plzhelpme
    New Contributor
    2 months ago

    Omg! Same here! With Arris 8300! Trying to watch the Eagles Rams game tonight! Kept dropping & freezing. Ugh! All I get from Cox is a router reset. Which didn’t work. Streaming was fine before, when I was getting true 500 mbps speed, (which I’m billed for) now I’m lucky to 350 mbps. Rant Alert I really miss the days when I could reliably watch NFL games on NBC for free without paying Cox $100/month + Hulu $100/month  with a $200+ router and have the game constantly drop & freeze.😩

    • LisaH's avatar
      LisaH
      Moderator
      2 months ago

      Hi Plzhelpme. The purpose of the Cox Forums is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator