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Cox agent confirms that they do throttle speeds

Just got out of a chat with an agent about speed issues I've been having for the past month and he confirmed with me that due to exceeding the data usage cap that Cox is indeed shaping/throttling my connection.  I tried to point out that under Cox's own Terms of Service it states that "Cox does not shape or throttle Internet traffic based on the particular online content, protocols or applications a customer uses" but he was adamant that I was being throttled due to excessive usage.  I had a feeling that was the case since my speeds have taken quite a nose dive in the past month.

I'm currently on the Internet Premier plan that reportedly has 100mbps/10mbps and I'm down to 16.2mbps/768kbps on my last speed test.  The download doesn't bother me so much, but the upload is killing me.  I've done some troubleshooting on my end just to make sure it wasn't Cox doing this to me.  I've moved the modem to every possible spot in the home, tried the connection with and without the router (same results either way), did a factory reset on my modem (Motorola Surfboard 6121), and checked my signal ratings and they appear to be in a good range for both the downstream and upstream.

I feel like I've covered all my bases, and the timing of my slow down with me going over my data usage really only points to shaping happening on Cox's end.  I'd love to be proven wrong, but that's what it looks like to me.  I'll probably be calling in the morning to cancel service.

tl;dr:  Asked agent if I was being throttled, said yes even though it's not Cox's policy to do so.

  •  My internet is down every night and they can't find anything wrong with my connection, so it's obvious that they are throttling my speeds.

    I've been lied to by customer service 3 times in the past 2 phone calls with them and yet you have the nerve to basically call the OP a lier? 

    *edited by moderator

  • If this isn't throttling then wtf is wrong with your service? Quit spreading lies!

  • Hello Jayw, 

    Here are a few ground rules before we get started:

    Be respectful. Hostile, derogatory, or mean posts will be removed.
    The Cox Forums Team deletes spam comments, removes copyrighted material, and generally tries to keep these conversations open and available for Cox subscribers to ask questions, get help, and discuss their experiences.

    Cox does not throttle internet speeds. I have reviewed and tested your modem connection and do see a few things that could cause your intermittent slow connection. 

    First off, I am seeing some packet loss. Are you using a splitter? If so, please bypass it. Also if you would, check all of the connections to make sure they are tight. I recommend, unscrewing the coaxial cable and reconnecting it to make sure it is not cross threaded. 

    Next, I recommend bypassing your router and connecting the ethernet cable directly into the modem to the computer. Then run a speed test at the Cox webpage; http://bit.ly/CoxInternetSpeedTest and let us know the results. 

  • jayw said:
    the nerve to basically call the OP a lier? 

    Not a liar, but given misinformation for bad intent. Don't get me wrong, I am not letting Cox off the hook here. Thats why I wanted you to get names. If its not misinformation then it's front page news. Moderator confirmed Cox does not throttle, and since that seems to fit their ToS and observed practices, I am likly to believe them. The question is why were you told something opposite when you called in?

  • I'm not particularly surprised to hear this.  I completely agree with you that Cox should change their T&C if this is authorized throttling.  It seems only fair.

    What does surprise me is that they didn't simply hit you up for more money when you "exceeded your cap".  Isn't that what the cell providers do?

    As a side note to Jayw, sometimes slow speeds aren't directly due to Cox's actions - we're on a cable network and we share bandwidth, so all your neighbors traffic gets lumped with yours at some point (tech savvy folks feel free to explain this), so when we're all streaming video at night our individual speeds are gonna fall.  

    One thing that keeps me from upgrading to faster service is the fact that many/most of the sites I hit aren't able to return content to me at 50+ Mbps, so what's the point?