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I would sure appreciate some guidance here. I try to keep up but I can get over my head pretty quickly so please bear with me. My problem is that, for well over a year, I have been paying Cox for Gigabit internet and Complete Care, but my system performance never really got close to that. It has gotten progressively worse and now it is almost unusable from my wireless devices. The ethernet connected desktop is usable but only tests at about 250mbps.
The symptoms are that pages can take 15 seconds to load and sometimes not at all and when streaming I get some minor buffering. The wife and I are retired and stream tv in the evenings but other than that it’s pretty much just checking email and Facebook. These problems occur on our Chromebooks, laptops, and iPads.
I use Cox only for internet. My modem is now an Arris SB8200. My Wi-Fi is Google Mesh with five pucks to cover our house which is under 1900 sq ft. My desktop is a Lenovo connected to the Google Mesh via ethernet. Speed test results (speedtest.net) are pretty consistent:
Last week I finally called Cox Complete Care. I had to run through the story with four different agents. Each time I had to start from the beginning and comply with their instructions as they worked through their obligatory scripts. A warm transfer sure would have been nice. In the end they agreed to send out a tech. The tech was out the next day and did the following:
Following his visit I read through several forums and decided to replace my Motorola MB 8600 with the Arris SB 8200. I had been seeing huge numbers of corrected and uncorrectable errors on a few channels and thought it was worth a shot. The Arris has provided the same results as the Motorola. I’ve also noticed that the SB8200 front panel lights indicate that both up and down are blue, I believe indicating that the connection is not allowing connection to DOCSIS 3.1. The event log was also showing a lot of Dynamic Range Window Violations but I performed a hard reset on the modem this morning so most were wiped away. I’ve attached a file containing the Connection Status which I just took. It too was wiped clean with the hard reset this morning but maybe something will give a clue.
Thanks in advance for any help you might have!!!
The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
Current System Time: Mon Mar 6 15:01:22 2023
Sorry for the delay but I wanted to follow up with an update on what I've done. In review: I have Cox gigablast service as well as their Complete Care Support Package. For a very long time I've put up with extremely slow speeds but finally called them and they sent a tech out. He claimed the coax running into my house was bad and replaced it. He showed me on his guage that he was getting 950mbps into my modem and about 900gbps out. But when I ran the speed test on my Lenovo desktop connected via ethernet directly to the modem and ran speedtest.com I got only about 250. When I connected my Google Mesh router, the Google Home app reported it was seeing 850gbps in but the four other points are only seeing about 30 to 50 and speedtest on my wireless devices reflect similar results. The desktop connected via ethernet Cat 7 flat cable reports the same 250 whether connected directly to the modem or to the Google router. The Complete Care tech watched all of this... shrugged and said there must be something wrong with my equipment.
Since my OP, I completely took apart my network and added back each device one at a time performing speed tests on each as I did. I got the same results. No improvement.
Then I read that sometimes a Ring alarm system or doorbell can gum things up so I unplugged my system and restarted each device on the network one at a time with a speed test on each. No improvement.
I have now signed up for the TMobile 5G home internet trial. I just received my device and have only had time to play with it for a few minutes. and then only with one wireless device. Mixed results. I'll play with it a bit more soon but I'm not optimistic about anthing anymore.
My next step is going to be to set up an appointment with a local home networking repair shop which has a pretty good reputation in our small town. He holds degrees in both EE and CS. I just want to do business with a company that will "fix their customer" rather than simply trying to prove that the customer's problem is not their fault. I know what a slippery slide that can be for a business but the fact is that I'm paying Cox for their top tier service and their top tier support and yet I have to wait 15 seconds for a Facebook photo to load and they offer me no suggestion on how to proceed.
I'm always open for additional ideas but will also post the results of my experience with both TMobile and the local repair shop.
Reread your post and realized I missed some points the first time through.
Darkatt's post sounds spot on to me, as it doesn't sound like Cox, your modem, or Google router is the constraint.
If you still have the Google WiFi app, it will tell you exactly what speed it is seeing to each hub. You probably know the Google apps can be very helpful as they will tell you network speed, mesh speed, and speed to each connected device. The variation in device speeds is quite notable. In my home, more than 100 to 1 from fastest to slowest device. Sample shots of the process provided for reference as well as to give you a point of reference.
If you have an simple unmanaged switch, I would suggest plugging it into your primary Google, then bringing all of your hubs into the same room and connecting them to the switch to do a basic hub and spoke. Then, I bet you'll see each one is at least 400 - 500 mbps. If you don't have a switch, daisy chain them and check. I don't think it will be a lot slower, but it will be some.
If all that works, then you'll know that the modem and routers are all good. The constraints will be your mesh speed which will depend on hardwired vs wifi and the relative signal strength. If you are using just wifi, try to maintain something close to line-of-sight between pairs of routers. The network will optimize. I used to use wi-fi to go from the office, to a hub above the china cabinet so I could run ethernet into the back of my Verizon/Samsung mini-cell. My recollection was that would run 200-300. I've since pulled Cat6 and redeployed that unit.
A good wifi analyzer is your friend, helping ensure you get consistent coverage. I'll note that I prefer Speedtest to Fast, but prefer the Google app over either. My wife and I can both get can get 400 - 500 mbps on Fast on our newer Samsung phones when within 6 - 10 feet of a first gen Google router, so that should give you a point of reference.
Thanks again guys. Here's another update. After taking the actions below, I've come to the conclusion that I have probably dealing with more than one problem, but the one causing the most pain is, as you suspected, the physical layout of my network. I think I've been expecting WAY too much out of the mesh system. Although I only have a 1900 sq ft townhouse and try to cover it with five mesh pucks, the primary router is all the way at one end of the house. Nowhere near line of sight and certainly not within 10 feet of each other.
So this week I am changing my layout. I'm moving the Cox coax from the office to a location in the primary living quarters. There are 12' ceilings and a very open floorplan. The modem and primary router will reside on a ledge about 9' from the floor and have line of sight to two of the three TVs we use as well as three of the four wifi pucks. I've ordered a 100' run of Cat 6 ethernet cable to run back to the office for my desktop.
Now for the action I took:
* I connected my desktop directly to the modem via a new 24" Cat 5e cable and booted in safe mode. I ran the speed test and speeds jumped from 250 to nearly 500! Encouraged by that, I did a system refresh and reinstalled Windows 10. Probably a good thing to do, but it didn't yield any further improvement.
* I went through the house using the Google Home app to see which point devices were actually connecting as suggested. This was an issue. Many/most of my devices were connecting to points which were clearly not the nearest to them. Some of this may have been caused by me troubleshooting. I was taking points on and off line a lot and devices may have connected to a distant point when the closer points were off line... and then they just didn't change their connection when the entire network came back up. But that was only a part of the problem because I'm still seeing them make odd connections. I'll just keep an eye on it and see if the problem fixes itself when the new layout is in place and stable. At this point though, I have gone to each device and forced it to connect to the closest point.
* I brought all four points into the office with the main router and brought them on line. I felt this would ensure they were operating in a spoke and hub arrangement. Then, using first my phone and then my Chromebook, I forced connection to each puck in turn and ran speed tests (speedtest.net). My phone saw download speeds consistently in the 300 to 450 range... although my Chromebook reported somewhat slower speeds they were still near 200. My five mesh points are a mix of newer and older. I did not run this testing using ethernet backhaul connections. Firmware on each of the pucks is current. The primary router continued to report seeing ~850 mps from the modem.
So at this point I'm optimistic that I'll be able to reconfigure things into a much more functional solution. We'll see what kind of speeds I see once things are stable, but a couple of mysteries remain at this point.
* Why is my desktop only seeing 500 mps (at best) when connected directly to the modem using a short Cat 5e cable?
* Even when in the same room, my points only seemed to provide speeds of <450 mps. I will run a couple of tests using backhaul connections on the three pucks which accept it to see what happens but I haven't done that yet.
Thanks again and I will report back once everything is together.
Thanks for the update! I think you'll have a system that works well when you are done. As a reminder, my first gen units run about 500 mbps - 590 mbps point to point when hardwired. My understanding is the new Nest WiFi Pro is supposed to support wired backhaul and gigabit speeds, but I don't have any first hand experience. I think you'll find that you have plenty of capacity when you complete your planned changes. I will confirm that getting devices to connect as you want can be a challenge. My understanding, which could be wrong, is when you perform a network restart, most devices will connect to the first acceptable signal they get, which is often the primary since it comes up (effectively) first. If I see that on a device where I really want maximum speed, I wait until the network is fully up and then reboot my higher performance devices that aren't hardwired. Phones will hit 500 +, All of the better Google cameras/Nest consoles/Chromecast devices will do better than 250.
Hi Guys, Well, sadly, all of the changes I outlined above have failed to make any difference at all. After rerouting the incoming Cox coax to a VERY centrally located location in my 1900 sq ft townhouse, I'm still getting horrible performance and speed test results as low as 20mps while sitting in clear view of mesh points only 15' away. I did a factory reset on my Arris modem this morning and then copied the event log below after it completed the restart. I Googled the results and several folks claim this is an indication that the signal coming in from the street is bad. Any further thoughts? I should mention that part of my recent troubleshooting efforts included replacing my Google mesh with my old D-Link DIR 880L and the performance got worse if anything.
The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.