Read the forum guidelines
I recently signed up for the Gigablast plan. I am renting the Panoramic Wifi modem/router from Cox. Hooked it up to the coaxial cable outlet in the wall, and connected via ethernet to my laptop (which has a gigabit ethernet card btw.) Ran speed tests (speedtest.net) several times on different days/hours but the maximum download speed I can get is about 300-350 Mbps. Ran Cox's speedtest, same results. Cox sent out a technician, he unplugged the coaxial cable going into the modem and hooked it up to his meter and got over 1Gbps consistently. He checked all the wires, everything looks good, we did a speedtest again - no change in speeds, still about 300-350 Mbps.
I am using original Cox equipment (modem, coax cable, Cat5E cable - all came in the box with the Panaromic Wifi modem.) I have not connected a separate router. There is only one ethernet connection going from Port1 on the modem to my laptop, no cable in ethernet Port2. I don't understand why I get slower speeds when the device the technician used directly with the coax cable gave 1Gbps speeds consistently. I have tried all the usual things - rebooted the modem, my laptop, checked connections - everything looks good. The tech who came out is very experienced. He said he's never seen anyone actually get 1Gbps in my state of Rhode Island. He said 300-350 Mbps is the maximum I could expect, and that Gigablast is really meant for speed sharing over several devices, not high speeds for one wired device. Is this true?
Thought I'd post this on the forum in case there is a way to achieve 1Gbps downloads (btw uploads are 37Gbps as advertised.) I am considering downgrading to the Preferred 150 or 300 plan otherwise (that's what the technician recommended btw...)
Becky, help me!
Third technician visit today. His verdict - modem and PC are fine, but there might be a wiring issue in the cable room.Wait 1-2 weeks to hear from Cox.
Speeds still no better than before (Wired: 350/37 Mbps, 5 Ghz Wireless: 60-80/37 Mbps.) Not even close to Gigablast downloads.
Could anyone in the support team really take an interest and sort me out?
On to my fourth technician visit today. Tech came in, looked around for a bit, then said he might need to break open the ceiling from my apartment to the access point in the hallway outside and run a new cable. Alternatively, I could downgrade my service from Gigablast to a lower plan. Left saying he needed to talk to a supervisor and would call me back in a few hours. Haven't heard from him since...
Before breaking open the entire ceiling, can you guys make sure that replacing the wiring will indeed fix the problem? If the speeds remain the same after going through all that hassle, I would not be very happy.
Hello Kevin, I rebooted the modem and checked the speeds last night and this morning. Still around 350 / 37, zero changes.
I doubt very much that anything was done, much less a new drop installed and buried. I live in an apartment building and they wouldn't allow anything of the sort without permission from the main office. I checked with the office, there was no such request made.
Cox appears to have a systemic issue with technicians telling customers one thing and then reporting something entirely different to their bosses back at the office.This is not the first time this has happened to me personally. You may recall during a previous visit the tech told me that my slow speeds were due to an "external issue" but reported in his notes that there was something wrong with my computer. This time, the tech left saying he needed to break open the ceiling and replace the coaxial cable, that he would call me back after talking to his supervisor (he didn't), but has apparently written in his notes that a cable drop was installed. It goes without saying that this is extremely unethical behavior, to say the least.
Could I just get a straight answer on what is causing the slow speeds, and what Cox can do, if anything, to fix it?
Kevin, it's now been 3 days and I haven't heard anything from Cox. The point of "escalating" an issue is to get a quicker response, don't you think?
Why was the ticket closed? The issue has NOT been fixed yet. On the contrary, last I heard it was being escalated. NOT COOL!
And yes, I tried testing a wired connection with a different laptop, the speeds were about the same as I have reported. So, that should confirm the issue is not my computer either.