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tigernike23's avatar
tigernike23
New Contributor III
5 years ago

Speed halved after recent outage

Equipment: Arris SB6190 (have a SB6183 on standby if needed). ASUS RT-1900P router.


Hello,

My first and hopefully last post in this forum. This is pretty straightforward. I’ll try to explain what’s happening, and what I think the problem is.

A few days ago, Phoenix experienced an outage around 12:15-12:30 AM local time. I remember it because I got a text from a coworker who asked if my service was out and if I could remote in check if our network backup provider had kicked in at work. It did. My service was restored in about 20 minutes (Thank You, techs!), however I noticed something very quickly.

I’ve had Cox for about 18 months, and when I signed up, I had the double play (TV and Preferred 100 internet). This was then bumped to 150 mbps. I later went to internet only. Service has been great. I was averaging 150-170 mbps on wired and 140-160 on wireless (not really important, but figured to list it).

When my service came back up, I was maxing out at 91-93 mbps on wired and 75-77 on wireless. I did the usual, reset connections, power cycle, etc. Still got the same speeds. I brought up chat with a Cox rep, and they said I needed to “turn off” my devices, then tried to sell me on Panoramic Wi-Fi. I ended the session. I started a new session, who offered to send out a tech, and I declined. Later, I called Cox support. I got a great rep who spoke the tech language, and saw that my modem was receiving the wrong “service level”. In essence, although I was paying for 150/10 and it was on my account, the modem thought I was on a sub 100 speed. He said he “fixed” the issue and sent out a new signal. It worked for about 5 minutes, I was getting my 150+ speeds. It then kicked back down to 91-93 and has been there since. I had hung up with the rep when the issue returned. He mentioned if his trick didn’t work he would need to send a reprovision request, and have to basically set up as new.

I think what he’s saying is correct, because in a previous instance last year, I lost signal and when it came up, I was getting sub-100 speeds and was told by a rep that my modem thought I was still on the Preferred 100 plan, not the new Preferred 150. The fix there was a reprovision.

If it’s the modem, I have a spare. Anyone have any thoughts?

Thank you in advance.

  • Hi Chris, and thank you for responding. I’m sorry for venting my frustration on here, please know I do not personally blame the support techs who I have been in contact with, and greatly appreciate their help and support in whatever way possible.

    That’s an interesting idea about the 10/100 deal, I’ve checked my equipment and they are all equipped with gigabit ports, but something could be falling back to 10/100. As a matter of fact, on the speed tests it does act like an invisible barrier at 100. What would you like me to snap a picture of?

    I would like to mention, that in the midst of my frustration last night I did a manual power cycle of the modem. More accurately, I unplugged it for almost an hour. When it came up, I then did a reset from within the Cox app on my phone. Since then it’s stayed in the 120-150 range, which is absolutely a-ok with me. It’s now been 24 hours and it hasn’t fallen back. I’m not constantly testing it either, as I had to go in to work today instead of working remotely.

    On the technician thing, I went over to a friends house today to troubleshoot their speeds and WiFi. They had a Cox tech over there, but the tech said they are not allowing techs inside houses in Phoenix due to COVID-19. So I’m not sure what the tech could do besides check the taps outside. But if you think a tech should check them, by all means send one.

    Anyway, sorry for the long post.

    -Ryan

  • tigernike23's avatar
    tigernike23
    New Contributor III

    Well it’s clear to me Cox doesn’t care that my speeds were cut in half. 6 support agents, 4 email chains (which no one replies to), another outage yesterday, and no improvement. 

    Ok Cox. Wanna play hardball? I’ll call and cancel my service completely tomorrow. Don’t advertise 150 when you can only deliver 92-94 down after you had an outage that you refuse to acknowledge (but I have a paper trail of).

    I’m so frustrated and disgusted with the level of support on this case.

    • ChrisL's avatar
      ChrisL
      Former Moderator
      While the advertised Internet speeds are up to speeds we're happy to offer any assistance we can within the scope of support including sending a technician to check service up to the modem itself. The numbers you're reporting however make it sounds like you have a 10/100 Ethernet somewhere in your LAN. Can you try sharing a screen shot of the Ethernet connection status for the device you're testing from?

      -Chris
      • tigernike23's avatar
        tigernike23
        New Contributor III

        Hi Chris, and thank you for responding. I’m sorry for venting my frustration on here, please know I do not personally blame the support techs who I have been in contact with, and greatly appreciate their help and support in whatever way possible.

        That’s an interesting idea about the 10/100 deal, I’ve checked my equipment and they are all equipped with gigabit ports, but something could be falling back to 10/100. As a matter of fact, on the speed tests it does act like an invisible barrier at 100. What would you like me to snap a picture of?

        I would like to mention, that in the midst of my frustration last night I did a manual power cycle of the modem. More accurately, I unplugged it for almost an hour. When it came up, I then did a reset from within the Cox app on my phone. Since then it’s stayed in the 120-150 range, which is absolutely a-ok with me. It’s now been 24 hours and it hasn’t fallen back. I’m not constantly testing it either, as I had to go in to work today instead of working remotely.

        On the technician thing, I went over to a friends house today to troubleshoot their speeds and WiFi. They had a Cox tech over there, but the tech said they are not allowing techs inside houses in Phoenix due to COVID-19. So I’m not sure what the tech could do besides check the taps outside. But if you think a tech should check them, by all means send one.

        Anyway, sorry for the long post.

        -Ryan

    • ChrisL's avatar
      ChrisL
      Former Moderator
      FYI we're also having some issues with our social media email right now so I apologize if we haven't responded in a timely manner, we're looking into that now.

      -Chris
      • tigernike23's avatar
        tigernike23
        New Contributor III

        Hi Chris, I’m sure you guys are swamped and I apologize for my rudeness in an earlier post.

    • Wizzard's avatar
      Wizzard
      New Contributor II

      Their phone reps for internet support have no tech knowledge at all. They are completely lost.

  • Thunder_Dan's avatar
    Thunder_Dan
    New Contributor

    Im on the 300/30 plan and i can only achieve 150/15 on speed tests after the said outage... Im located in Tempe with similar equipments.

    Equipment: Arris SB8200 and ASUS RT-AC68U router.

    could this issue be related to the IPv4 to IPv6 conversion that was coming some time ago? maybe we need the information to update some router settings.

  • Thunder_Dan's avatar
    Thunder_Dan
    New Contributor

    Im on the 300/30 plan and i can only achieve 150/15 on speed tests after the said outage... Im located in Tempe with similar equipments.

    Equipment: Arris SB8200 and ASUS RT-AC68U router.

    could this issue be related to the IPv4 to IPv6 conversion that was coming some time ago? maybe we need the information to update some router settings.

  • tigernike23's avatar
    tigernike23
    New Contributor III

    A quick check on the event log on the modem since the outage:

    Sun Jun 28 16:40:08 2020 6 TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Mon Jun 29 08:16:04 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Thu Jul 02 02:32:24 2020 6 TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Thu Jul 02 04:10:32 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Fri Jul 10 21:44:00 2020 6 TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Fri Jul 10 21:56:16 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Wed Jul 15 12:14:13 2020 4 DHCP RENEW sent - No response for IPv4;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Wed Jul 15 12:45:23 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Fri Jul 17 02:04:44 2020 6 TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Fri Jul 17 18:57:57 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Fri Jul 17 20:12:57 2020 6 TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Sat Jul 18 01:24:40 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Sun Jul 19 15:09:02 2020 6 TLV-11 - unrecognized OID;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    Mon Jul 20 11:39:02 2020 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:56:51:c9;CMTS-MAC=00:59:dc:78:a4:f0;CM-QOS=1.1;CM-VER=3.0;
    • tigernike23's avatar
      tigernike23
      New Contributor III

      And to reply, here is my signal levels. Honestly, they look fine to me. Everything seems to be within range.

      Downstream Bonded Channels
      Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
      1 Locked 256QAM 5 807.00 MHz -1.00 dBmV 38.98 dB 9 0
      2 Locked 256QAM 1 783.00 MHz 0.00 dBmV 38.61 dB 0 0
      3 Locked 256QAM 2 789.00 MHz 0.10 dBmV 38.61 dB 4 0
      4 Locked 256QAM 3 795.00 MHz -0.40 dBmV 38.98 dB 1 0
      5 Locked 256QAM 4 801.00 MHz -0.50 dBmV 38.61 dB 0 0
      6 Locked 256QAM 6 813.00 MHz -1.20 dBmV 38.98 dB 12 0
      7 Locked 256QAM 7 819.00 MHz -1.40 dBmV 38.61 dB 6 0
      8 Locked 256QAM 8 825.00 MHz -2.10 dBmV 38.61 dB 17 0
      9 Locked 256QAM 9 831.00 MHz -1.90 dBmV 38.98 dB 17 0
      10 Locked 256QAM 10 837.00 MHz -2.10 dBmV 38.61 dB 4 0
      11 Locked 256QAM 11 843.00 MHz -2.60 dBmV 38.61 dB 9 0
      12 Locked 256QAM 12 849.00 MHz -2.30 dBmV 38.61 dB 9 0
      13 Locked 256QAM 13 855.00 MHz -2.80 dBmV 38.61 dB 15 0
      14 Locked 256QAM 14 861.00 MHz -2.50 dBmV 37.36 dB 7 0
      15 Locked 256QAM 15 867.00 MHz -2.80 dBmV 38.98 dB 5 0
      16 Locked 256QAM 16 873.00 MHz -3.10 dBmV 38.61 dB 8 0
      17 Locked 256QAM 17 879.00 MHz -3.10 dBmV 38.61 dB 19 0
      18 Locked 256QAM 18 885.00 MHz -4.10 dBmV 37.64 dB 40 0
      19 Locked 256QAM 19 891.00 MHz -4.40 dBmV 37.36 dB 29 0
      20 Locked 256QAM 20 897.00 MHz -4.30 dBmV 37.64 dB 26 0
      21 Locked 256QAM 21 903.00 MHz -4.80 dBmV 37.36 dB 33 0
      22 Locked 256QAM 22 909.00 MHz -4.70 dBmV 37.64 dB 19 0
      23 Locked 256QAM 23 915.00 MHz -5.30 dBmV 37.64 dB 34 0
      24 Locked 256QAM 24 921.00 MHz -5.40 dBmV 37.36 dB 38 0
      25 Locked 256QAM 25 927.00 MHz -5.50 dBmV 36.90 dB 24 0
      26 Locked 256QAM 26 933.00 MHz -5.70 dBmV 36.90 dB 24 0
      27 Locked 256QAM 27 939.00 MHz -6.10 dBmV 36.60 dB 34 0
      28 Locked 256QAM 28 945.00 MHz -6.50 dBmV 36.60 dB 37 0
      29 Locked 256QAM 29 951.00 MHz -6.60 dBmV 36.60 dB 34 0
      30 Locked 256QAM 30 957.00 MHz -6.90 dBmV 36.20 dB 37 0
      31 Locked 256QAM 31 963.00 MHz -7.30 dBmV 36.40 dB 47 0
      32 Locked 256QAM 32 969.00 MHz -7.40 dBmV 36.20 dB 20 0

      Upstream Bonded Channels
      Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
      1 Locked ATDMA 2 5120 kSym/s 23.50 MHz 47.00 dBmV
      2 Locked ATDMA 4 5120 kSym/s 36.30 MHz 47.00 dBmV
      3 Locked ATDMA 3 5120 kSym/s 29.90 MHz 47.00 dBmV
      4 Locked ATDMA 1 5120 kSym/s 16.90 MHz 47.00 dBmV



  • tigernike23's avatar
    tigernike23
    New Contributor III

    Another outage right now. 1:28 AM Arizona time. Maybe this outage will fix the issues from June 24th?

  • tigernike23's avatar
    tigernike23
    New Contributor III

    Well, I’m now coming up on 48 hours of 120+ mbps down, and have been satisfied. This is the longest I’ve had those speeds since June 24th. I’ll give it until tomorrow, and if it’s still behaving I’ll mark my question as answered.

    Thank you,

    -Ryan

    • Allan's avatar
      Allan
      Moderator
      Hello. Please let us know if this issue returns. -Allan, Cox Support Forums Moderator.
  • tigernike23's avatar
    tigernike23
    New Contributor III

    I think it’s safe to say the issue is resolved. I’ve been getting 120-160 down for about a week, and no drops in my video calls and remote work. Thank you everyone for your help!

  • Wizzard's avatar
    Wizzard
    New Contributor II

    I am dealing with the same issue now. Outage occurred and after outage our speeds were immediately cut in half for both download and upload. I reset everything in the proper order multiple times, hard-wired direct, shut off wi-fi on other devices, etc. Cox support was completely useless and understood nothing about ISPs, nodes, or anything technical. Cox, get your ** together! AT&T offers full in home support because they view having internet as "essential"...Cox does not evidently.

    • Allan's avatar
      Allan
      Moderator
      @Wizzard, Your modem is up and running with a good signal. I do not see any unusual latency/packet loss at this time. What speeds are you currently getting? -Allan, Cox Support Forums Moderator.