Intermittent internet quality and upstream issues
Hello, I am trying this venue as a last resort to getting a substantial answer to my Cox Internet service challenges. Cox Internet Premiere (grandfathered) 150Mbps\10Mbps Intermittently, internet quality drops from well above 150 Mbps/ 10Mbps to something far less. The primary issue I have is the diminished upstream and huge packet loss that occurs each time. At worst, the upstream drops to 0.9 Mbps and I get packet loss in the 10-30% range. Of course this happens most often after business hours, though not at regular times/days through the week, and never when the techs have shown up. For almost two years I experienced exceptional internet service. Beginning February 14th,the intermittent issues began to occur. Over time I have narrowed the issue down to a degradation of service from/through the Cox. I replaced the modem 3 times, including one of the new Cox Panoramic modems from a Cox store. I simplified my home network to one PC (ethernet), one game console (ethernet), one laptop (wireless), and one cell phone (wireless). Wired devices are plugged straight into the modem/router. Arris SBG7580-AC with latest firmware. 3 tech visits, with the last one checking all the way out to the pole. There iscurrently an escalated support ticket that has been unassigned for over two weeks. I've been told by 4 different Tier 2 folks that they escalated the ticket and that I would hear back from someone within 24-72 hours. I am currently in the 4th iteration of that... no one has contacted me back yet. I have spent at least 40+ hours of my time trying to troubleshoot and work with Cox support to resolve this. Oh, and I have worked for 20+ years managing small business networks, so I'm not one of those 'techs that are not worth their salt' as one T2 tried to insinuate to me. What is going on? Is this situation being addressed? Is there anything I can do to help resolve this?Solved27KViews0likes7Comments
Slow internet connection while paying for 50 mbps
Hi, I have recently upgraded my internet connection to the 50mbps package and I noticed a significant increase in speed for a few hours on the first day it updated. It now seems to be very inconsistent and I am getting as low as 3 mbps downloads up to around 18. The uploads seem to be just fine as I've gotten around 18mbps. The past few days have been a real disappointment. Please help.9KViews0likes14Comments
Also experiencing 10-30 Mb/s with Premier, I have a DOCSIS 3.0 modem (Motorola SB6141)
Hello, I am also experiencing slower internet speeds than expected, and I also realize peak speeds not guaranteed, peak hours, etc. Last night I had a chat session with tech support and they said my levels looked low so he rebooted my modem. It was late and I couldn't wait in line again for another chat session, but my download rate stayed at around 10 Mb/s afterwards. Here is the information for my (personally purchased) modem: Model Name: SB6141 Vendor Name: Motorola Firmware Name: SB_KOMODO-1.0.6.12-SCM00-NOSH Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3 Hardware Version: 7.0 Serial Number: *****20022 Firmware Build Time: Mar 12 2013 17:48:19 And my levels: Downstream Bonding Channel Value Channel ID 56 Frequency 393000000 Hz Signal to Noise Ratio 39 dB Downstream Modulation QAM256 Power Level 7 dBmV Upstream Bonding Channel Value Channel ID 4 Frequency 32500000 Hz Ranging Service ID 30 Symbol Rate 5.120 Msym/sec Power Level 36 dBmV Upstream Modulation [3] 16QAM [3] 64QAM Ranging Status Success Thanks in advance for your help!Solved7.7KViews0likes17CommentsDoubled Speed just does not cut it...
Hello Cox, I was in Europe when the double your speed program was announced and I was looking forward to the enhanced speed I will be getting upon my return. Its been a month now and I have been on the phone and chatted with the hepdesk dozen times about not getting the 50mbps I am currently paying for. Yes, I got 109mbps Friday morning at 6 am but most times during the day I barely touch 40 mbps. It is Sunday, 10 am in Phoenix, AZ and my speedtest returned an inferior result of 36 mbps download when actually I am paying for 50. Why are you guys advertising Doubled Speeds if your network can't handle what people are paying for? All the helpdesk does is reset my modem from a remote location which doesn't fix squat... The problem is the high volume of subscribers on an inferior network... DOCSIS 3 modem is just fine and doing it's best to serve me well. It was connected without a router when I performed the test so NO, the router did not play any fault at all. Appreciate your time, but maybe it's time COX step up and apologize to the masses. Sincerely, Matyoka Phoenix, Arizona7.1KViews0likes13CommentsLow Download Speed
We have found that we are getting much slower speeds than our package should be providing. We should be getting 100 Mbps but are actually getting 10 - 30 Mbps. I have attempted to resolve Tuesday and Thursday with online tech support. There was improvement after tech support reset the line on Tuesday but that only got us up to 30 Mbps. Today (Thursday) tech support told me that they are seeing 100 Mbps at our modem but when I ran speed tests using Cox's and Ookla's speed tests I was getting 10 Mbps. At that point tech support stopped communicating in the chat so now we're stuck with no suggestions. We have a Netgear CG3000D. Is that cable modem not capable of sending out even 100 Mbps? If so I'd appreciate a suggestion or at least an opportunity to make an appointment to get someone here to figure it out.6.7KViews0likes18Comments
Correct firmware version for Cisco DPQ3212?
I've been having intermittent internet speed problems for the past month. After 3 visits by Cox technicians, I am still having the issue. The technicians have "improved" various things such as connectors, amplifiers, splitters, etc. About a month ago the technician told me that since I have both phone and internet, I could get a free cable modem from Cox. He gave me a CiscoDPQ3212 which worked fairly well for a while. However, we have continued to have slow speeds, with the upstream speeds sometimes approaching *zero* during weekdays. Very recently I noticed that myDPQ3212 was not bonding 4 upstream channels. It would sometimes do only 1, 2 or 3 channels upstream. I spoke with Cox Support today and we agreed that I should try a swap on theDPQ3212. I swapped modems and things do seem to be a bit better; however we are still experiencing some (less severe) slowdowns. The modem has (at least for today) bonded all 4 upstream channels. I think that is a good sign. Enough about my problems. Now to my questions. I noticed that my first DPQ3212 had newer firmware than the one I received today. The previousDPQ3212 had firmware version D3212-P15-5-v302r12901-110223a-COX(built on Feb 23 2011 16:13:10) but theDPQ3212 I received today has firmware versiond3200-P15-5-v302r125573-20131008a-COX (Oct 21 10:08:39 2013). Both modems report a hardware revision of 1.0. The only thing I can see that might be different is that the previousDPQ3212 reports itself as aDPQ3212C instead of justDPQ3212. But the Cmight have just been added by the newer firmware? Is the modem I received today running the correct firmware version? If not, how can I get this upgraded?6.7KViews0likes1Comment
Is Cox Throttling XBOX Live?
So when I first got my xbox one and did speed test through the console I was getting 100+ DL 20+ upload. I have the premium service so I was happy all is good. In the last few months I have more drops from games my latency is higher on the xbox. When I do tests from my PC all is good? Are they throttling specific services now? If that is BS since I am paying for the top tier....Solved6.4KViews0likes4Comments
Regarding the speed increase for Premier plan
Hello, It's already been more than a week and I have already looked around other threads for some insight. But my download speed still sits around 20-40 Mbps and upload has remained relatively the same. My current setup is: Netgear WNDR3700 Router, MOTOROLA SB6121 Modem Wired / wireless setups showed similar speeds after quite a few tests on SpeedTest. I was wondering if there are issues with the hardware, or if speeds have not been completely established yet in the Vegas region. Thanks6.2KViews0likes11CommentsPaying for premier services getting dial up speed
I there a reason I have been getting below 10 download and over 40 upload speed? This mainly happens at night. But if I am paying over a 260.00 cable bill I should get what I pay for. I have been with Cox for over 13 years..... The service guys have been out to my house 5 or 6 times already and still this issue is not fixed...4.7KViews0likes10Comments