I just moved from Brighthouse cable to Cox Cable here in Pensacola. I was on Brighthouse Lightning internet 60/5 using a Motorola 6580. My speeds held anytime of day at or above advertised.
I ordered Cox Premier 100/10 and bought another Motorola 6580 and had it installed on Monday 10/20/14. Long story short after the techs left I was not happy with the speeds but I was told it's just the time of day. My speeds on ANY speed test are between 12-30 mbps down and 9-16 mbps up anytime of day. I tested my modem straight to the drop with no splitter and the signal levels were the same. I have had 2 different sub-contractors come out to diagnose. Micor and my neighbor who works for TCI. They said the signals are fine, they replaced something at the underground junction in my yard, cut a new line, tried a different modem, tried different computers and were on the phone with someone re-provisioning. I can't complain about the help I am getting though. Two competing contractors working together last night in my yard trying to resolve the slow speed issue. Last thing before they left they both agreed that another tech needed to check "the hard line" but he called it something else. Checking the neighborhood signals. They said even though my signals appeared to be fine there could be another customer that is sending bad signals out messing up my modem? Anyway it will be 24 hours before I hear back from that tech. They also said if the tech says my line is fine they may re-provision me to a slower speed like the 50/5 or even the 30 and see if my speeds come up.
In the meantime is there anyone who has any other ideas or questions I can provide?
make and model of cable modem "ARRIS SBG6580"
make a model of router "ARRIS SBG6580"
cox speed tier "PREMIER 100/10"
signal levels from »192.168.100.1 at several intervals during the day, especially as the slowness is occurring
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 100 831000000 Hz -2.0 dBmV 37.7 dB 28307 14946
2 Locked QAM256 97 813000000 Hz -1.0 dBmV 38.7 dB 19784 6749
3 Locked QAM256 98 819000000 Hz -2.2 dBmV 37.9 dB 18023 5953
4 Locked QAM256 99 825000000 Hz -1.7 dBmV 37.9 dB 25244 11189
5 Locked QAM256 101 837000000 Hz -1.5 dBmV 37.9 dB 20222 6541
6 Locked QAM256 102 843000000 Hz -2.3 dBmV 38.2 dB 201199 863994
7 Locked QAM256 103 849000000 Hz -2.5 dBmV 38.1 dB 20052 6571
8 Locked QAM256 104 855000000 Hz -2.4 dBmV 37.6 dB 21674 7472
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 23696000 Hz 57.0 dBmV
2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
if they have splitters and if the cable modem has been plugged into a line directly from the wall (bypassing all splitters and surge protectors) "Bypassed straight to drop no splitters."
several speed tests to various locations close to where they reside (if applicable, »test.lvcm.com) "see attachment"
smokeping results or pingplotter output to various sites that they perceive packet loss to (if applicable) http://www.dslreports.com/smokeping?target=f34e62353e123a237b92c34f8db8b94f
has the user tweaked (»/tweaks) "No"
direct the user to post the symptoms here, but refer them to local support based on the thread »[ALL] Cox Forum Support Authorized
are you connected wired or wireless? "Wired" tried wireless also same speed next to router"
have you tested speeds bypassing router? "tech did and same results"
are other services such as phone or tv affected? "tv not affected"
need the MAC address of your modem while not at home? Go to the Cox home page for your area (»www.cox.net and enter your zip), my account, internet tools, manage computers "
Thanks,
Scott
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