Cox → [CA] New Home Office Prof, slow 180Kbps download, 1700Kbps uploa

Hello fellow DSLreporters,

I just got my Home Office Professional service 12Mbps/2Mbps with a static IP address installed today. I was surprised that the SB6180 modem could either do dynamic or static IP based on how you set up your router. The tech said to configure my router to use DHCP and then connect up that way, but when I called Cox Business support the first time to setup MyAccount, they said that a simple ARP reset on their side after I set my router to a static IP would configure everything up under my static IP address.

I was able to get everything to talk static IP once I was on the phone with a separate tech for about 4 or 5 minutes and they did the ARP reset after I configured my router to use a static IP address.

I checked my speed using one of the standard tools and I found that I was getting about 180Kbps-210Kbps (yes K as in kilobits) download and anywhere from 1700Kbps-2500Kbps upload.

The router that I'm using is a Netgear WNDR3800 (N600). At the moment, I only have it set up for WiFi, since I pulled it off my DSL switch and dedicated it to the new Cox service, but at some point, I'm going to switch everything over and get rid of my AT&T DSL service before they boot me off of it.

I haven't called in to tech support about this horrendous download speed issue yet, since I wanted to get some feedback from the forum as to what questions I should ask them first. The only thing that the install tech said during the install was that he was having a problem with one of the lower channels (200MHz range?) that he could not clear. He said that if I were to add TV service to this line that I would have a problem with the 2-13 television channels. He said that I was good to go with HSI and said I could go up to 50Mbps if I chose.

He replaced the connectors (standard practice) on both ends of the cable (at the demarc and the den where the cable comes in). Previously when we had Cox cable TV on this same cable we had to use an amplifier because when the house was built the guys that did the wiring nicked some of the RG6 cables, we had poor reception in this room (using this cable). We had another cable in the MB that was completely unusable and had to run a new line from the demarc through the garage, up an EMT conduit to the attic and then back down into the MB. Fortunately, I was running other CAT5 cables at the time, so it was no big deal to add another cable to the bundle. Since the amplifier was working for the den, I didn't bother running a new line. When the tech installed the SB6180, we removed the amplifier and he did a straight connection from the demarc to the den line with no splitters, nor amplifiers, so it's as clean as it can be.

So, my question is, is there any reason that this line would be so slow on the download, but still work fine (within the paid for 2Mbps speed) on the upload? The SB6180 shows solid green for each of the status lights on the front of the modem, except for traffic which blinks blue. It also took one to two minutes to sync (after supplying initial power and after the ARP reset) if that makes a difference. Since the modem has 8 channels and presumably 7 are good, could that affect the download speed with the lowest channel NOT working?

Thanks for any inputs....

Kevin

Well the Motorola sb6180 can bond up to 8 downstream channel's, and 4 upstream channel's. However if your saying the two lights directly under the green power light, are solid green. That would suggest the modem is not bonding, and currently only connected to 1 downstream/upstream channel. As I am using a Motorola SB6180, and both my lights under the power light, are solid blue meaning there bonding to more then one channel.

What are your modem signal levels, and such currently? Here is the link to your modem »192.168.100.1/

I'll have to get back to you on that later tonight. Presently at work and will be here late since I had to hang around the house while they installed service this morning. I would have planned this better *IF* they had actually scheduled the install. They just showed this morning to do the install. Oh well, at least I got installed! Thanks for the quick reply. It'll probably be AFTER you go to sleep tonight that I get back to you!

Yeah most likely be a sleep, but just post your modem's signal levels if you could. That link above will take you to your modem page from your home connection. There will be tabs on the left side, that you can click with one of them showing your modem's signal levels. This link should be a direct link to your signal page »192.168.100.1/RgConnect.asp

Roger that. In looking at the other posts on the Cox HSI forum, it looks like I want a SNR of at least 35db, preferably 37db+ with a power level of 0 or better in the range -10db to 10db, preferably -5db to +5db. In addition, I'd like to see multiple channels with those numbers in the table, but likely (given your comment about solid green lights on the SB6180), I'll only see one channel up/down.

Yeah solid blue lights mean channel bonding, except the traffic blinking blue light just means the ethernet cable is connected to a gigabyte connection.

First if I am reading that right, I wouldn't worry about the SNR's right off the bat. Your power levels are way, way out of range. They should be between +10 to -10. There is more going on there. If the power levels get fixed your SNR's might come into spec. I would call COX a.s.a.p

Your upload power level seems ok, but you need to get the download channels corrected.

Well as you will already know, seeing your signal levels yourself. Your problem imo, starts, and ends with your very poor signal levels. I am shocked your modem is even staying sync, as them numbers are just horrible. I suggest a tech visit to your place, to find out where the problem is, and fix it. Or you could troubleshoot yourself, checking all your cabling. Replacing old/bad cable, and check for loose connections, but also replace any splitters if there old.

So I am very sure, you get them signal levels improved your connection will improve. I am happy I suggested you checking, and posting your signal levels, as it shows where the problem is.

One other thing, you mention you just got this service correct? So I assume, a tech came out to your place to setup this service? If so, I know if I was you I would be giving cox a call, and giving them a ear full. As I find any tech setting up someone's service, and leaving there place with such crappy signal level's unacceptable. So imo I would feel cox being kind of responsible regarding this matter, even if the source of the problem is within your home wiring. Which anything within the home's wiring is your concern, but also a tech should do a better job checking over things before leaving a customer with such shitty signal levels.

What amazes me is you have a really good upstream signal with that really horrible download signal! Are you sure you don't have some really old cable and/or splitters?

It might be a pain but what I would do is take the router and modem out to where the the cable line comes in to the home. Hook it up and go to the signal page. Check your signals and you'll be able to determine if it is an inside the house problem or Cox problem.

Excellent idea about taking modem and router out to demarc. I'm going to do that.

I've got a call into Cox. They are sending someone out tomorrow morning, since I have to go to my "regular" job now.

If them are your signal levels from the direct line coming from the street, you need a tech visit for sure. as them signal level are still very poor, and if will be the job of the tech to check signal levels at the street, and if the signal levels are still poor. He should open up a ticket with maintenance, to check your area, and correct the reason for bad signal levels.

Agree with Stone. If they're that bad at your box, then either you have a nest of wiring nightmares in your box that you don't know about, or something is going on outside of your house.

Frankly, all of those signals still suck. You posted earlier what the desired levels should be and those are accurate. I wouldn't sign off on the tech leaving until you are within those ranges.

Well, the tech was out just a bit ago and we ended up pulling a new drop from the street to the demarc. Fortunately, it was very easy. He did notice that the cable was quite slimy. His new cable is much more weather/underground resistant, so it was probably a good thing. I also was able to complete the install of the new inside RG6 from the demarc to the den, just before he arrived.

Since there was no splitter from the demarc to the den, the power signals were a bit high. Around 6.6-7.2. He put a 6db attenuator at the modem which brought the power signals down to about .6-.7. About as close as we can get to 0. The SNR is also about 41db on each of the 8 channels. I think one is around 39.8. Still right where we want to be.

A speed test showed about 16.75Mbps download and 5.7Mbps upload on a circuit that is rated at 12Mbps download and 2Mbps upload (Home Office Professional).

All in all, I'd say we got this right about perfect.

Thank you all for your help on this circuit. Knowing what to look for and how to look for it is a wonderful thing. I couldn't have done it without all of your help. Well, I probably would have figured it out after a while, but getting the info quickly got me up and on a good circuit in a whole lot less time. Install yesterday, second call today and we're good. Should I decide to add TV in the future, and I add a splitter at the demarc, I'll just check my signals and if necessary, remove the attenuator. Gotta love knowing what you're doing!

Again, thank you to lilstone87, Beezel, digiblur and bchandler02 for your assistance.

Kevin

Glad to help out... what's the upstream numbers? (unless I missed them in your post)

I can't remember off the top of my head. I think it was like 35.2 or maybe 37.x. It was in the required parameter range. I'm still happy regardless of the value. I'm getting 5+ Mbps upload, so that will definitely help with uploading photos to flickr and shutterfly as well as serving pages from my small apache web server.

Fire off your modem MAC to me, I'll have a local CB person get in touch with you.

Those downstream levels are way out of whack. It looks like you're at an end of line tap from the rf level "signature", but that doesn't mean you shouldn't have good levels.

The upload is a hair low, but will most likely be fine. If everything is working, I'd leave it alone.
Worst case, if it becomes an issue, kick up to a slightly stronger attenuator - your downstreams will drop too but you have a few dB wiggle room there.

Glad to hear it was a simple fix and is done.

Also glad to hear the tech properly adjusted signals with an attenuator. Some of the bad/lazy ones just use a splitter "because it does the same thing". I went through that with Cox last year and after 5 or 6 service calls finally got tired of it, ripped all their stuff out of the box, and wired it my way. Now my signals are perfect and service no longer drops every few hours.

With the screen dumps that I just posted, do you think my downstream levels are still bad?

No your signal levels are perfectly fine now, I am pretty sure odog was commenting on your previous signal levels, and missed reading your latest signal levels. Your level's are now fine, and shouldn't be a cause for any issue's.

Nope, looks like I missed one of your posts! Glad everything worked out for you, and sorry for the hassle getting it setup correctly.

Yep, your latest is about as close to perfect as you could get. Move away slowly and don't touch anything...

Yep, nothing wrong with those. The most I can get on my modem is 36 and 37 SNR's with 3-4+ signals and 43-45 upstream. Two-way splitter at at the demarc, one leg goes straight to the cable modem.