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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!

  • 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?

  • They do throttle but its only for excessive usage, better than charging overages. I know it was cool there was a time when data was unlimited but in these days of high speeds and people taking advantage of such, e.g. too much torrenting, etc they kind of have to. I know the AUP and TOS will say they do not but I'm a former employee from the resi tech support call center division in Vegas as well as having spoken to many Field Supervisors in the field that would tell me they would throttle excessive usage. If they didn't throttle they would send cease and desist letters to peoples address (AUP). I would even see config files on peoples accts flagged for excessive usage that were forced on for the duration of the overage. They have no data configs they can use for the MTAs that allow just a few mbps for the QoS for the phone only VOIP home phone service to work or if someone goes on seasonal status. They can and do throttle when necessary or disco your service entirely it literally is labeled nodata but its really "lowdata". But I mean you gotta be a serious burden on the network for something to happen. One way it happens is unsecure wifi and viruses. Or crazy torrenting. I don't see them jump on people when they go over the cap its more like excessively going over the cap constant month after month, etc. Sometimes I know people buy the higher speed plan packages just cause they need to use more data or go with Cox Business. They might not need the higher speeds but they need more data allowance. Pretty much at that point they have Hi Cap Fiber solutions you can look into on the CB end coming to Resi shortly. But people on the phone would always say "More money less speed" but I'm like you get like 24/7 on site technical service with CB where Resi its just 8-7 or w/e ur market allows and availability. Static IPs, etc. Back to the Throttling topic yep shh they do not Throttle according to the ToS.