Forum Discussion

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 wh...
  • tigernike23's avatar
    tigernike23
    5 years ago

    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
5 years ago

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
    5 years ago
    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
      5 years ago

      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

      • SharonL's avatar
        SharonL
        Former Moderator
        5 years ago
        Hello,

        Thank you for reaching out to the Social Media Team. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, 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.

        Sharon
        Cox Support Forum Moderator
  • ChrisL's avatar
    ChrisL
    Former Moderator
    5 years ago
    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
      5 years ago

      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
    5 years ago

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