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callanish's avatar
callanish
New Contributor
12 years ago
Solved

Premier tier, Preferred speeds.

Has all of Las Vegas been upgraded to the faster speeds? I've called cox directly as well as try to solve my speed issue with a cox tech support agent online and I'm still receiving preferred speeds on a premier package. The D3 cable modem I'm running has 8 bonded download channels and 2 bonded upload channels. It has been re-provisioned by tech support at Cox to try to clear up the issue, but I'm still on 28 - 30 mb's download speeds.  I've Speed tested using Cox's speed tool and speedtest.net using various wireless N and Ethernet connected P.c's. Speeds are consistent with preferred, but not with premier.

Any advice on what I can do, or should I just downgrade back to the preferred tier which has and continues to work fine, but what's the point of paying for premier speeds if I'm not getting them.

Thanks

LTM

  • KipK's avatar
    KipK
    12 years ago

    Hi, LTM. Actually, if I've located your account correctly, it looks like there's a code that needs to be corrected that wasn't an issue before the speed upgrade but now it would keep you from having the right provisioning. There's a premier code for DOCSIS 2 modems and a premier code for DOCSIS 3 modems, and there was very little difference previously but now it's quite a gap.

    There's no difference in price, but I do need to verify that I have the correct account before I make any kind of change, since you need to be aware that it will cause your modem to reboot. If you could email your name and address to cox.help@cox.com I can verify your info and go ahead with the update.

    Kip K.

    Cox Support Forum Moderator

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  • KipK's avatar
    KipK
    Valued Contributor II
    12 years ago

    Hi, LTM. Actually, if I've located your account correctly, it looks like there's a code that needs to be corrected that wasn't an issue before the speed upgrade but now it would keep you from having the right provisioning. There's a premier code for DOCSIS 2 modems and a premier code for DOCSIS 3 modems, and there was very little difference previously but now it's quite a gap.

    There's no difference in price, but I do need to verify that I have the correct account before I make any kind of change, since you need to be aware that it will cause your modem to reboot. If you could email your name and address to cox.help@cox.com I can verify your info and go ahead with the update.

    Kip K.

    Cox Support Forum Moderator

  • callanish's avatar
    callanish
    New Contributor
    12 years ago

    Kip K.

    Sent an e-mail to cox.help@cox.com with the information required. Thanks for all your help,

    LTM

    edit :

    Passed on the information to Cox technical support over the phone regarding my modem with Docsis 2 codes, rather than Docsis 3 codes, and they re-provisioned it and now I'm up and running.


    Thanks for your help. Your understanding of what was going on made it easy for cox tech support over the phone to fix the problem, now my speeds are at premier levels. I'm grateful for the help.

    LTM

  • duro's avatar
    duro
    New Contributor
    12 years ago

    I am having the exact same issue as the Original Poster.

    Tonight, I have upgraded from my old Motorola SB5100 to a new Motorola SB6141 and now have 8 bonded channels downstream and 2 bonded channels upstream. I am paying for the Premier Internet which is supposed to be 50 down and 10 up.  I am getting the same speeds prior to the upgrade which are ~27Mbps Down and ~ 2.7Mbps Up.  I would like to get the speeds that I am paying for.

    I have done testing through a laptop connected straight to the cable modem and through my router.  I have tested using the LVCM test tool, the cox.com Internet Tools Speed Check Tool and speedtest.net.

    I have done a few online chats with tech support but have gotten nowhere.  KipK, can you please help me as well?

  • KipK's avatar
    KipK
    Valued Contributor II
    12 years ago

    I believe I've located your account and it looks like you have the same issue. We sent out emails to tech support before the upgrade about this code swap, but it looks like we may need a reminder.

    I've sent you a notification to confirm that I have the right account to go ahead with the update.

  • duro's avatar
    duro
    New Contributor
    12 years ago

    KipK took care of the issue. It was the same as the original poster.  I am getting the expected speeds for download and upload.

    Thank you for your help!

  • KipK's avatar
    KipK
    Valued Contributor II
    12 years ago

    You're welcome. I'm happy to help. On one hand, I'm glad it was that easy. On the other hand, I'm sorry it was necessary.

    This thing can be an issue in Arizona, Las Vegas, Northern Virginia, Hampton Roads, and Rhode Island. (Disclaimer: This list is subject to change as upgrades occur.) In AZ/LV it's a huge difference. In VA and NE it's only about 5mbps.

    It usually only becomes a problem after system upgrades. We saw this after the last time there was a major split in DOCSIS 2/DOCSIS 3 speeds, in Virginia, so it's easier to recognize this time, and we're not seeing nearly as much of it on the tech support lines this time. We're seeing more of it on the forums, but that's more because the social networking channels are gaining popularity. 

    If anyone is seeing their Premier download speeds at about half what they should be and having NO other problems, this could be it. 

  • rbdr1990's avatar
    rbdr1990
    New Contributor
    12 years ago

    I am having this same issue. I am a brand new customer and just noticed that my speeds are about half of what they should be. Anyway you can help me out?

  • KipK's avatar
    KipK
    Valued Contributor II
    12 years ago

    If you email your name and service address to Cox.Help@Cox.com and link to this forum thread so my team knows the situation, we'll take a look.

    That goes for anyone in AZ/NV having this problem. Email updates went out on 2/7 and 2/19 to remind the phone reps of this code change, so we should see less and less of this issue as time goes on, but if anyone in Arizona or Nevada with a DOCSIS 3 modem on Premier seems to be capped at ~25mbps, please let us know at cox.help@cox.com

  • keola56's avatar
    keola56
    New Contributor
    12 years ago

    I;m having the same issue. Called in, they re-provisioned  I ran speed tests. Didn't look right so I chatted with someone, they said they will refresh the signal. Found this thread, chatted with 2 more reps who hadn't a clue on what I meant when I mentioned old DCSIS2 codes and they didn't know what i was saying. So I emailed.

  • AJ's avatar
    AJ
    New Contributor
    12 years ago

    I'm having the EXACT same problem and nobody seems to be able to fix it 

    HELP PLEASE!!!

    TIA

    AJ