Forum Discussion

youngaloha's avatar
youngaloha
New Contributor
28 days ago

Street Level Fix time-line

I have a 2 gb plan that I'm paying for in Las Vegas.  Over the last two weeks or so, my upload (which should be around 100) is speedtesting at 1.5.  I've gone through 3 online techs, bought a new non-cox modem (since they always say it's probably my old modem) and had the same issue.  

Finally had a tech come out to the house and he took out an "intenuator" (probably misspelled) and said that's usually the problem, NOPE same slow down (my download speed is around 750 with massive latency).  He finally determined that the problem was in the street with very old wiring/cableing.  He took photos and ran tests and said a crew would have to come out and do the work.  

It's now been over 3 business days and no crews.  So, finally, my question, just how long will I have to wait to get my internet (specifically upload) back to where it was 3 weeks ago?  I know upload is not usually a problem for most but I use it a lot for uploading large files and my a lot of my software now has to do it's magic in the cloud which just doesn't work with 1.5 upload.

The tech also said I will never get 2 get service in Las Vegas, and that I should probably downgrade. Why would they sell me a 2gb plan when they know I will never get it?

I've been with Cox for over 30 years.

2 Replies

  • LisaH's avatar
    LisaH
    Moderator
    28 days ago

    Hi Youngaloha. 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 X 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

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    28 days ago

    2Gbps cable(HFC) or fiber? Thinking cable since you said old wiring, but the upload is weird. If cable, what model modem do you have? Also, do you mean 1.5Gbps or 1.5Mbps upload? Last, how are you testing? For accurate results, test using ethernet directly to the modem and use either Cox speed test(if it still exists) or Speedtest.net. If the later, there should be a option to share the test link. Use this instead of a screenshot as that shows your public IP. This is just for context of course. as you said the tech said the issue was cabling at the street.

    Did the tech give you a ticket number or cell phone? Did they give you any idea how long it would take? If it is ingress or bad signal leaking in from bad wiring on the poles, that could take anywhere from a week to a month or two(or even years if things are really bad). If they just need to replace the line going to you house, probably only a couple of days, impossible to say for sure though. I would say if you don't see them or see improvement in a week, contact them by phone and ask if there is a ticket number on the notes of your account and if they can see if there is a status update or ETR. If still nothing by week two, file a FCC complaint. However you could file one now and it probably wouldn't do much good. Cox was bought out by Charter/Spectrum and the take over should happen within one year. Not sure what the means for pricing/contracts/upgrade plans but I doubt they care much about FCC fines. Any debt they collect now gets taken out of Charter's cut. I mean not really, but who knows. Point is that is the way to go but don't hold your breath. Specially if this has happened before. I would suggest downgrading and looking for other ISP in the area, specially if there is FIBER. Doesn't the 1Gbps plan also have 100Mbps up? If so, you probably won't even see a change. 2Gbps is very difficult to saturate and meet. You need high end gear AND be downloading from somewhere that has the upload speed to match you. Pretty much anything above 300-500Mbps down and 10-50Mbps up is gravy, unless you are doing large file transfers like you are. But then you are going to burn through your 1.25TB cap. Are you paying for unlimited? If not are you paying for overages?