Forum Discussion

denderson's avatar
denderson
New Contributor III
5 years ago
Solved

Recently Announced Internet Speed "Boost" Not Working

1) Yesterday, I received an email from Cox stating that I have received a speed boost on my Cox High Speed Internet Preferred service from 100 Mbps to 150 Mbps. 2) The email stated that I needed to r...
  • denderson's avatar
    denderson
    5 years ago

    **UPDATE**: I finally received my replacement cable modem, an ARRIS SB6190, and am now receiving my correct Internet speed of 150 Mbps. I still have no idea why my old SB6183 was connecting to my computer and my router at only 100 Mbps, because the specs are clear that it is supposed to contain a Gigabit LAN port. In any event, with a lighter wallet and a faster connection, I sign off from this forum and thank everyone who tried to help. Good luck with your future issues! **END of UPDATE**

    Well, after much experimentation, I have isolated my problem to the cable modem itself, my ARRIS SB6183. Even though it supposedly carries specs saying it has an internal Gigabit Ethernet Adapter, I cannot force it to connect to anything faster than 100 Mbps. I used 5 different Ethernet cables, 3 different computers, removed the router from the chain, and even tried disconnecting Cox's cable from the back of the modem, and it stubbornly insists on connecting to anything and everything at no more than 100 Mbps. All I can conclude is that either the specs are wrong, and that the modem does NOT contain a Gigabit Ethernet Adapter, or that it is defective, and is downgrading itself to a 100 Mbps connection to compensate for an internal malfunction. Either way, the only remaining step is to try another cable modem, which I do not have at this time. If I take that step, I will report back with an update. I might just surrender and live with it.

KevinM2's avatar
KevinM2
Former Moderator
5 years ago
@denderson Hi Denderson, your modem levels appear to be within the normal range, and I do not see any packet loss at this time. When you performed these speed tests, were you on a wireless connection or hard-wired connection? -Kevin M. Cox Support Forum Moderator
  • Bruce's avatar
    Bruce
    Honored Contributor III
    5 years ago

    Is the plan provisioned for 150 Mbps?

    • denderson's avatar
      denderson
      New Contributor III
      5 years ago

      Cox claims it is in the email message I received, and it shows up that way on my Cox web account.

  • denderson's avatar
    denderson
    New Contributor III
    5 years ago

    As I stated in my post, "My router is TP-LINK Model AC1750 Wireless Dual Band Gigabit Router connected to my computer via a Realtek PCI GBE Family Controller Gigabit Ethernet adapter," so, it is a hard-wired connection. I have continued rebooting my modem checking my speed and there has been no increase.

  • denderson's avatar
    denderson
    New Contributor III
    5 years ago

    Incidentally, when I created this post, I indicated that I wanted to receive notices when it received replies, but that has not happened. I'm sorry it took me a few days to respond, but now that I know I'm getting replies, I will monitor this post daily.

  • denderson's avatar
    denderson
    New Contributor III
    5 years ago

    It appears that I misunderstood the mechanism for receiving "notifications" about replies. I thought I would receive email messages, but it appears the notifications actually appear only at the top of this web page. I will check back regularly from this point forward.