pimpdad82
join:2004-09-12
Portsmouth, VA
| [VA] Upgraded to Premier, upload still capped at 2 mbps (not 3mb Yesterday I decided to upgrade my Cox internet service from Preferred (10/2) to Premier (20/3). After talking to the agent, my modem rebooted and I was able to download consistently at 20 mbps (sometimes as much as 30mbps) however my upload always stayed the same at 2 mbps. I called Cox technical support and after bypassing my router and re-provisioning my modem multiple times I was eventually handed over to their tier two support team who was quick to tell me that there was nothing else they could do because everything looked good on their end.
I've tested with multiple PCs and all speedtests show me capped at exactly 2 mbps every time, which still leads me to believe that a simple software change is all that is needed. I left my modem powered off over night to ensure that the modem wasn't holding on to any old configurations. Still no luck.
My modem is a Motorola Surfboard 5101 with the following stats:
Software Version: DB5101-2.4.1.5-SCM01-NOSH
Downstream Value
Frequency 555000000 Hz
Signal To Noise Ratio 36.1 dB
Power Level -4.4 dBmV
Upstream Value
Channel ID 2
Frequency 28272000 Hz
Power 47.3 dBmV
I've always been happy with Cox but I am a little concerned that Cox was so eager to write the issue off with a "sorry about your luck attitude". They should really try harder for customers especially when there are Verizon bucket trucks everywhere around me laying down fiber for FIOS.
Any suggestions would be greatly appreciated. | |
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 ajwees41
Premium
join:2002-05-10
Omaha, NE | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not firmware needs upgraded.
SB5101N-2.7.5.0-GA-00-NOSH mine on cox with a SB5101 | |
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 | pimpdad82
join:2004-09-12
Portsmouth, VA
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by ajwees41  :firmware needs upgraded. SB5101N-2.7.5.0-GA-00-NOSH mine on cox with a SB5101 Any idea how to go about updating the firmware? I asked Cox and they said that all customers are given the latest firmware available. | |
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| | madden2k5
join:2009-04-09
Portsmouth, VA
 ·Cox HSI
1 edit | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by pimpdad82 :said by ajwees41 :firmware needs upgraded. SB5101N-2.7.5.0-GA-00-NOSH mine on cox with a SB5101 Any idea how to go about updating the firmware? I asked Cox and they said that all customers are given the latest firmware available. PM CoxTech1 with your mac address from your modem, tell him you want the latest firmware, and he will take care of it.
here is his profile to send him a PM if you cant find it. »/profile/621911 | |
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| pimpdad82
join:2004-09-12
Portsmouth, VA
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by madden2k5 :Well im from Portsmouth myself, and i can tell you first hand i had a Arris modem, and a SB5100 modem and both would cap at about 2mb with powerboost. Now im running the newer SB6120 a Docsis 3.0 modem, and im getting these results.  The above speedtest was just taken. EDIT: this was another one taken from another server just now also.  Btw i was wondering about the same thing not too long ago, and i called and asked about what my speeds were exactly, and i was told my QOS was 23,000=23mb down and 3200=3.2mb up, and this is with premier internet service also. Thanks for the info. Glad to know I'm not going senile. It would suck to invest money in a new modem for something that the current modem should be capable of though. | |
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| | madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Yes the modems i had before should of been able to handle them upload speeds without problem. but the thing is something between there system and the modem is holding it back. Btw i bought my new modem because i had the money and i just wanted to upgrade for on down the road. As of right now only benefit im getting from it is higher upload speeds, But as soon as cox goes D3 in are area i will get bonded channels for my downstream. | |
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pimpdad82
join:2004-09-12
Portsmouth, VA
| I just want to add that CoxTech1 is amazing. I PM'ed him with my mac address and within 15 minutes my firmware was updated to the latest version. Thanks again 
Unfortunately it did not seem to fix the problem though. I had to call the sales team back and upgrade to premier service again to see if it was fixed and after the modem reboot I was still not able to go above 2 mbps with the new firmware  . If what madden2k5 says is true, something is very fishy with the service in our area.
The firmware upgrade was not done in vain though. I am happy to have the latest version which should help with overall stability. | |
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CoxTech1
VIP
join:2002-04-25
Chesapeake, VA | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Have you tried without the router attached yet by any chance to see if that makes any difference? | |
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| madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
| Well i know i had bad speed problems and CoxTech1 got it fixed, and it came down to them doing a node split, and once they did that my upload speeds went from around 2.7mb up with powerboost to 1.9mb up with powerboost most the time.
Then about a say 3 or so weeks ago i switched to this new modem, and ever since my upload speeds i have hit over 3mb up. But still gotta factor in powerboost, but still im atleast probably getting 2.5mb up without powerboost. | |
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CoxTech1
VIP
join:2002-04-25
Chesapeake, VA | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not On that topic I did check the utilization report and found no conjestion issues. | |
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| | | madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Well i just ran a test on testmy.net for my upload speeds, and this helps show your constant speed of your upload, and here is my results.
:::.. Upload Stats ..:::
Upload Connection is:: 4032 Kbps about 4 Mbps (tested with 5983 kB)
Upload Speed is:: 492 kB/s
Tested From:: »testmy.net/ (Main)
Test Time:: 2009/06/26 - 12:11pm
Bottom Line:: 70X faster than 56K 1MB Upload in 2.08 sec
Tested from a 5983 kB file and took 12.156 seconds to complete
Upload Diagnosis:: Awesome! 20% + : 354.05 % faster than the average for host (cox.net)
U-Validation Link:: »testmy.net/stats/id-Q3R4ESW8J
User Agent:: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0) [!]
Show this is what i am able to do with my SB6120 | |
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| | | | pimpdad82
join:2004-09-12
Portsmouth, VA
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not That's pretty amazing. I might just get one of those SB6120s one day if I get desperate enough.
Just curious madden... I'm in the Park Manor area of Portsmouth. Are you anywhere nearby? You're probably the guy taking all of my upload speed :P | |
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| | | | | madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
1 edit | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not LOL.. Well i dont know portsmouth super well, but im not too far from cradock area. But naw im not stealing all your upload bandwidth.. hell i had to keep complaining to get my speeds corrected only maybe 2 months ago. because i was only getting like 1-3mb down between the hours of 5pm till 1am daily. But CoxTech1 got that fixed for me. | |
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| | | pimpdad82
join:2004-09-12
Portsmouth, VA
| said by CoxTech1 :On that topic I did check the utilization report and found no conjestion issues. That doesn't surprise me since most of my neighbors are 60+ years old and don't own computers. Thanks again for all of your help. You got me further than anyone I talked to on the phone. | |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| said by pimpdad82 :Unfortunately it did not seem to fix the problem though. If there isn't sufficient upload bandwidth on your node, firmware isn't going to make more available.
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee | |
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DDR329
@cox.net | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not CoxTech1 already confirmed the node isn't over saturated so that isn't the issue.
If everything is checking out you could always see if a tech could come out with a test modem and check the speeds. | |
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| | | pimpdad82
join:2004-09-12
Portsmouth, VA
1 edit | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by DDR329 :
CoxTech1 already confirmed the node isn't over saturated so that isn't the issue.
If everything is checking out you could always see if a tech could come out with a test modem and check the speeds.
I just wonder how far Cox will go to ensure I get one more mbps of upload speed (which just so happens to be the difference in tier). They could easily fall back to the "up to 3 mpbs" and the "speeds are not guaranteed" speech they like to advertise on their sites.
Will they even send a tech out for something like that? | |
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| | | | madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not I mean if you want them to send a tech out they will, but the thing is do you have there $3 a month insurance plan? because if not that a $50 charge as soon as the tech steps in your house. So if you dont have there insurance plan, i would recommend calling CS and asking for it to be added. | |
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pimpdad82
join:2004-09-12
Portsmouth, VA | Yes, I went straight through on both my Vista and my XP machine. I have not tried since the firmware upgrade though. | |
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pimpdad82
join:2004-09-12
Portsmouth, VA
1 edit | The Cox guy just left. He wasn't able to get over 2mpbs on his directly connected laptop either. He swapped out my modem with a test SA modem he had and was getting the exact same 2mbps upload speed with the new modem.
He also tested the signals and replaced the splitter but still had no luck. He said that he knows it should be faster because even preferred customers should get 3mbps with powerboost. He also said that the issue is pretty much out of his hands and that he'll talk to a couple people to see if they can find anything then get back to me in a week or so (heard that before).
I'm not sure what else I can do but I'm not feeling very optimistic at this point. Verizon says FIOS will be on my street in August but I've heard some horror stories with them already. I guess it could be worse, I could have DSL. | |
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| madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Well its not gunna go above 2mb up, but i tell you if you ran a newer D3 modem. I see no reason it wouldnt hit over 3+mb up  . But with that also comes about a $100 for a D3 modem. So really your stuck with only 2mb up, and foreal 3 isnt gunna help that much. | |
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craig70130
Premium
join:2004-04-27
New Orleans, LA
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by madden2k5 :Well its not gunna go above 2mb up, but i tell you if you ran a newer D3 modem. I see no reason it wouldnt hit over 3+mb up . . I wouldn't make that assumption. | |
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| | | madden2k5
join:2009-04-09
Portsmouth, VA
1 edit | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Uh i will because, I had this same problem.. and i got me a new 6120, and my upload speeds went from 1.9mb up with powerboost max, to most the time 4mb up or more, and the lowest i seen since switch is 3.5mb up. | |
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| | | | ajwees41
Premium
join:2002-05-10
Omaha, NE | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not I have 2mb and higher up with a SB5101 on a perfered tier in Omaha. | |
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pimpdad82
join:2004-09-12
Portsmouth, VA | I called Cox to proceed with the next escalation step for this issue and now they want to send another tech out as a repeat issue.
I think I'm stuck in an infinite loop. | |
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| madden2k5
join:2009-04-09
Portsmouth, VA | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Speak with CoxTech1, he got my problem fixed. Btw i went threw 3-4 techs in one month.. the way your going now. | |
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DDR329
@cox.net | Did the tech take the test modem to the tap to test after not getting the speed in the house? | |
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| | pimpdad82
join:2004-09-12
Portsmouth, VA
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by DDR329 :
Did the tech take the test modem to the tap to test after not getting the speed in the house?
They said they would do that but never got back to me (it's been weeks now). I've since downgraded my service to Preferred and canceled my 1 year contract. No sense in paying for Premier service if the speeds are the same.
I'm not sure why, but it bothers me that they expect you to pay more for extra bandwidth, but when you don't see any increase in speed they say it's still good enough. | |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by pimpdad82 :said by DDR329 :
Did the tech take the test modem to the tap to test after not getting the speed in the house?
I'm not sure why, but it bothers me that they expect you to pay more for extra bandwidth, but when you don't see any increase in speed they say it's still good enough. Exactly why multi tiered providers should have a "up to but at least" policy on tiers above the lowest one e.g. "up to 15000kbps but at least 9001kbps"
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee | |
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Buckeye1980
@cox.net
| I don't think there's any reason to upgrade to a docsis 3.0 modem(yet). I have an old school SB5100 modem that I've had for probably 5 years now and I regularly upload at 3 megabit stable. I'm not in chesapeake I'm up in Newport News but it's still cox. | |
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pimpdad82
join:2004-09-12
Portsmouth, VA | Another interesting observation is that I appear to have no Upload Powerboost. I wonder if they would be willing to resolve this issue from that perspective. | |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by pimpdad82 :Another interesting observation is that I appear to have no Upload Powerboost. I wonder if they would be willing to resolve this issue from that perspective. maybe the upload bandwidth isn't available on the node.
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee | |
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Lafayette
@cox.net
| said by pimpdad82 :Another interesting observation is that I appear to have no Upload Powerboost. I wonder if they would be willing to resolve this issue from that perspective. Just to make sure, run the test during a less busy time (sometime after midnight and before 10am should be fine) to ensure it's not a congested node. | |
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pimpdad82
join:2004-09-12
Portsmouth, VA
| Unfortunately the speeds are the same no matter what time of day/night. I'm frequently up past 2AM and the speeds are no different. All tests were done while directly connected to the modem (no router) on multiple machines. CoxTech1 found no congestion issues on the node. The issue was replicated on a different modem (SA).
My signal levels are as good as it gets:
Downstream Value
Frequency 555000000 Hz
Signal To Noise Ratio 36.5 dB
Power Level 0.1 dBmV
Upstream Value
Channel ID 2
Frequency 28272000 Hz
Power 43.0 dBmV | |
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SkateZilla
join:2006-01-24
Virginia Beach, VA | hrmm,
I get 34.8 down and 3.86 up on the preferred plan. | |
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| madden2k5
join:2009-04-09
Portsmouth, VA
·Cox HSI
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not Skatezilla, unless your on a D3 modem, and have channel bonding, your no way in hell getting 34.8 down. a single downstream channel can only handle 28-30 down. Btw whatever these speedtest sites your doing them at, you gotta take them stats divide by 8, for your real speeds anyways. | |
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tubbynet
reminds me of the danse russe
Premium
join:2008-01-16
Chandler, AZ
·Cox HSI
 ·Callcentric
 ·Sprint Mobile Broa..
 ·FrontierNet Intern..
| Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not said by madden2k5 :Skatezilla, unless your on a D3 modem, and have channel bonding, your no way in hell getting 34.8 down. a single downstream channel can only handle 28-30 down. Btw whatever these speedtest sites your doing them at, you gotta take them stats divide by 8, for your real speeds anyways. not quite.
a completely free docsis carrier gives 42.44mb downstream carrier capacity. this is without any control information passing though, so the actual usable bandwidth available to a user is 38mbps.
if he is on a free downstream carrier with no utilization, its possible to see powerboost hit 35meg+. however, the validity of his speedtest would need to be verified with multiple trials to different geographically local tests to ensure that it wasn't a poisoned result from a bad test metric.
q.
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"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." | |
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| | | JTS33
join:2003-05-03
USA | Re: [VA] Upgraded to Premier, upload still capped at 2 mbps (not I see some people getting really high powerboost numbers, especially when channel bonding is involved. Is it the nature of powerboost to use all available bandwidth on a channel? Or is powerboost simply not capped in some areas? | |
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