leogab
join:2008-10-10
Chandler, AZ
|  [AZ] VERY slow speeds in Chandler since OnDemand
I have been a Cox customer for almost 9 years and have been completely satisfied with the service until approx 6 weeks ago. I subscribe to the "Premier" service level, and had always been able to attain download speeds in the area of 10Mbps. In the last 6 weeks, that has dropped to an average of 2Mbps, and sometimes as low as 0.8Mbps. I understand that the advertised speeds will not always be attainable, but certainly I should be able to achieve half advertised speed at a minimum. As it stands now, I'm paying premium pricing for minimum speed. I should also mention that there have been absolutely no changes to my hardware. Any help from Cox will be appreciated. Thanks. |
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leogab
join:2008-10-10
Chandler, AZ | Here is an example:
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ | you too? |
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CulDeSac
join:2007-12-01
Chandler, AZ | reply to leogab
Not here SE Chandler.
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CoxTOC1
join:2007-05-15
Newport News, VA
| reply to leogab
I would recommend that you send a PM to either AZHSISupport  , AZHSISUPPRT2 or CoxTech1 with the MAC address of your cable modem. If you see this before 4:00 EST you can also send it to me (If you send it to me after 4:00 EST I will not be able to look at it until Wednesday). |
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leogab
join:2008-10-10
Chandler, AZ
1 edit | reply to leogab
CulDeSac,
I'm near Pecos and Cooper - not sure where you are, but in any case my service has been unacceptable for 6 weeks or so. In addition, most TV stations have regular "blips" where they will cut out sompletely for a few seconds and pop back on. This has been occurring most of this year - indeed well before InDemand became available in this area.
Prior to this year, I've had very little problem with Cox service and they were always quick to address anything that did come up. Thats why I'm asking politely for some assistance and insight before I have a technician come out. The phone support staff seem trained to give "canned" answers or follow a troubleshooting flow chart without REALLY listening to the customer concerns. I've found that once you get past the "front line" support, they do get down to business and correct any problems there may be. |
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Fubar
join:2001-02-20
Phoenix, AZ | reply to leogab
I would call TV support and have a TV tech out.... the problems they will find will also be related to your HSI connection.... |
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leogab
join:2008-10-10
Chandler, AZ | reply to leogab
Here is my test today - pretty sad, huh?
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needforspeed59
Cruise Ship Just Passing Through
join:2001-05-02
Glendale, AZ | reply to leogab
I would suggest you do as Wldcat suggests and call into cable TV repair. If you get them to fix the digital TV problem your Internet problem as resolve.
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Great success! High five! |
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robl27
Premium
join:2008-07-16
Mary Esther, FL | did you send a private message to the AZ tech support?
-Rob |
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leogab
join:2008-10-10
Chandler, AZ
1 edit | reply to leogab
Yes - I PM'd the tech and found out that my SNR is low and my modem is no longer on the approved list, although I fail to see why that should account for the snails pace of the last several weeks - it worked fine prior. Nevertheless, I willput in a trouble call to have the SNR resolved and if that doesn't improve things I will get a new modem (why cry over 50-75 bucks). Then will go from there.
Today's dismal results:
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Fubar
join:2001-02-20
Phoenix, AZ
| said by leogab :Yes - I PM'd the tech and found out that my SNR is low and my modem is no longer on the approved list, although I fail to see why that should account for the snails pace of the last several weeks - it worked fine prior. Nevertheless, I willput in a trouble call to have the SNR resolved and if that doesn't improve things I will get a new modem (why cry over 50-75 bucks). Then will go from there. Today's dismal results: Have the tech put a test modem on your line while he is there... |
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leogab
join:2008-10-10
Chandler, AZ
1 edit | reply to leogab
I just put in a call for service. After going through the complete automated idiot, I then had the pleasure of speaking to a snotty rep, who insisted that my router was part of the problem. After connecting directly to the modem, here is the test result:
Indeed, slower than with the router attached. She also wouldn't acknowledge the fact that my SNR is low as one of the techs here advised. Why do these minimum wage gatekeepers insist on treating people like idiots? In any case, I have a tech coming out tomorrow morning and if he/she is as good as they have been in the past, I feel pretty confident that the problem will get resolved.
Sorry for the rant, but had to vent.
PS: Reconnected router - results below:
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CoxTOC1
join:2007-05-15
Newport News, VA
| reply to leogab
said by leogab :Yes - I PM'd the tech and found out that my SNR is low and my modem is no longer on the approved list, although I fail to see why that should account for the snails pace of the last several weeks - it worked fine prior. Their is a reason it was taken off the approved list and you're experiencing one of them right now. As we make changes to out system to support the newer speed tiers you'll find that your modem will have more issues. Just because it worked fine last week does not mean that it will work fine today or even next week. |
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leogab
join:2008-10-10
Chandler, AZ
| said by CoxTOC1 :said by leogab :Yes - I PM'd the tech and found out that my SNR is low and my modem is no longer on the approved list, although I fail to see why that should account for the snails pace of the last several weeks - it worked fine prior. Their is a reason it was taken off the approved list and you're experiencing one of them right now. As we make changes to out system to support the newer speed tiers you'll find that your modem will have more issues. Just because it worked fine last week does not mean that it will work fine today or even next week. I understand that my router is 7yrs old and may not be compatable with the new speed tiers, but what I do not understand is why I was not made aware of that when I upgraded to the premier package. Had I been made aware of that when I upgraded, I surely would have replaced the modem but instead they happily took my money without advising me that my current modem was not capable of the speed that I was paying for.
As I have said before, my experience with Cox service and tech has been very good once I get to level 2 or a field technician, but the gatekeepers leave quite a bit to be desired - both in the way of knowledge and their attitude with customers. If the quality of support at the higher levels were also available from the git-go, I believe there would be significantly less complaints about Cox service as many people tend to remember the initial contact instead of the final result. Again, I am referring to the phone support gatekeepers and not you guys here on the forum or at the higher levels. |
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CoxTOC1
join:2007-05-15
Newport News, VA | Honestly as long as the router has a 100M WAN port and you've flashed it to the latest firmware it should not be a bottleneck for speed. |
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leogab
join:2008-10-10
Chandler, AZ
| reply to leogab
OK - here is my result after a new modem and signals are all straightened out:
Many thanks to Greg, the contractor that came out for Cox.
I have now learned that my router is the limiting factor because it only has a 10m WAN port. Currently using a Netgear FVS318v1. I am now looking for a replacement and am considering the Netgear FVG318 which has a 10/100 WAN port and built in wireless G.
If anybody is currently using a router and has any recommendations, I would appreciate hearing them before I make a purchase. I can live with the speed I'm getting until I make an informed decision, but directly into the modem the speed was 24m down and 5m up, so I will definitely be upgrading that router soon. |
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Fubar
join:2001-02-20
Phoenix, AZ | I would look at:
»Optimum Online FAQ »What Routers are Compatible with OOL's 15/2 and 30/5 (BOOST) Plans? |
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CoxTOC1
join:2007-05-15
Newport News, VA
| reply to leogab
If I was in the market to but a new router I would go for one of the linksys routers listed as supported here: »wiki.openwrt.org/Hardware/Linksys
Probably one of the 8M models as they traditionally preform a bit better. |
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leogab
join:2008-10-10
Chandler, AZ
| reply to leogab
Thanks for the suggestions.
I tend to stay away from Linksys - from mid 2000 to mid 2003, I had 3 Linksys routers die on me - a BEFSR41 and two BEFSR81s. I then bought the Netgear FVS318 and have not had any problems with it (until now, and it really isn't a problem but a limitation of the 2003 technology). I am looking at the Netgear FVS338 - anyone here have any experience with that model? |
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