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nickelman Premium Member 2007-Jun-27 7:29 pm [VA] Told to Downgrade from 15/2 to 5/2Ever since I upgraded from the 5/2 Preferred Plan to the 15/2 Premier Plan 3 weeks ago, I have never once had anywhere close to 15/2 service. When i was on the Preferred plan Powerboost would kick in to 25Mb/s , but I can't reach 15Mb/s on the Preferred without Powerboost. For the first week I had to reboot my modem at least twice a day due to loss of signal. Then one day it started to work normally but speeds were nowhere close to 15/2. I called tech support and they went through the usual rebooting of the modem and removing splitters and found nothing wrong. The next day, I called again to request a service call. Two days later, two contractors came to the door and asked what was wrong. I told them what had been happening and they said all they could do was replace all the lines at the box and the pole. Nothing changed. Two days ago, I called again asking for help. I was told a technician would be dispatched to troubleshoot the problem. Today, two techs showed up and did everything and more than I thought they were going to. They checked signals, speed tests, ran a line from the pole directly to the modem, called everyone they knew to help, and spoke to people in other states trying to help. Nothing changed. I was told ALL my signals, cables, modem, and everything else in between were great. They thought maybe it was a head end issue with billing but they cleared that up pretty quick and nothing was wrong. I was then told by the tech that he thought, and others he had spoken to thought, that the lines from the main office to my node, or neighborhood, were very poor in quality and that they were the issue. He then suggested I downgrade my service to the Preferred tier of 5/2 until they change out the lines. I am very greatful for everything they did but it makes no sense to sell a service that cannot be provided. I was told that I could call customer support and get a credit for the time I have had the service, but has anyone had luck with getting a discount on your internet due to these types of problems? Does anyone live in the Estabrook neighborhood of Norfolk, VA? I know I don't NEED 15/2, but I would sure like to have it. Also, I have PM'd CoxTech1 and CoxTOC1 many times and they have helped as much as they can. Thanks. |
· actions · 2007-Jun-27 7:29 pm · | |
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| adsfdsg Anon 2007-Jun-27 8:25 pm Your lucky they have been honest and really your probably not highest on their priority list. they sell the tier to people who get that speed but make no claims that the entire network will support it. I had similar problems trying to get DSL years ago. The only thing I can suggest is look for Fios in your area if that speed is a must. If not just deal with it. I'm from HR |
· actions · 2007-Jun-27 8:25 pm · | |
| nmlobo | nmlobo to nickelman Member 2007-Jun-27 8:34 pm You now get what I get with the 5/2 plan, when power boost kicks in. Does your modem support DOCSIS 2? Could this be the problem? |
· actions · 2007-Jun-27 8:34 pm · | |
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nickelman Premium Member 2007-Jun-27 8:37 pm Forgot to mention that I replaced my modem two days ago because a Cox tech thought that it might be faulty. I had a Motorola Surfboard SB5100, and now I have a brand new SB5101. |
· actions · 2007-Jun-27 8:37 pm · | |
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dvd536 to nickelman Premium Member 2007-Jun-27 10:25 pm said by nickelman: I know I don't NEED 15/2, but I would sure like to have it. You *NEED* 15/2 because you're PAYING FOR 15/2. |
· actions · 2007-Jun-27 10:25 pm · | |
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Lumberjack Premium Member 2007-Jun-28 4:48 am said by dvd536: said by nickelman: I know I don't NEED 15/2, but I would sure like to have it. You *NEED* 15/2 because you're PAYING FOR 15/2. This is why I would have downgraded before they try to fix it. I'd also go back now and tell them you want to get your money back since the techs basically acknowledged you should downgrade because your service isn't right. |
· actions · 2007-Jun-28 4:48 am · | |
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CoxTOC1 to nickelman Member 2007-Jun-28 5:09 am Could you PM me your modem MAC address? |
· actions · 2007-Jun-28 5:09 am · | |
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nickelman Premium Member 2007-Jun-28 7:30 am PM Sent to CoxTOC1.... Ok, Somebody did something last night to my account. From Speakeasy.net Washington D.C. Site We will see if this continues throughout the day. |
· actions · 2007-Jun-28 7:30 am · | |
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CoxTOC1 Member 2007-Jun-28 8:00 am Actually it looks like they found some faulty equipment and replaced it. |
· actions · 2007-Jun-28 8:00 am · | |
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nickelman Premium Member 2007-Jun-28 8:47 am Thanks for the update and looking into for me... |
· actions · 2007-Jun-28 8:47 am · | |
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nickelman Premium Member 2007-Jun-28 1:25 pm Looks like I spoke too soon.... Downstream Value Upstream Value From Bandwidthplace.com 6.2 megabits per second From Speakeasy.net Washington D.C. Test |
· actions · 2007-Jun-28 1:25 pm · | |
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nickelman Premium Member 2007-Jun-28 7:37 pm What in the world is going on? I was told they fixed a hardware issue in my node this morning and that I should be good to go. Earlier today, I downloaded a PS3 update file at 2100k/sec from us.playstation.com but now it barely moves. I think I am done with the premier tier. This is ridiculous. Is there anyway to get this higher up the chain at Cox? Or does one customer matter? Sorry, i'm just getting very annoyed. Last Result: |
· actions · 2007-Jun-28 7:37 pm · | |
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nickelman Premium Member 2007-Jun-29 3:28 pm One last thing..... I just downgraded to the Preferred Tier for 1/2 price for 2 months. I also got a credit for the month of service on the Premier Tier. Here are my speeds now.....faster than I got with the 15/2 plan. |
· actions · 2007-Jun-29 3:28 pm · | |
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dvd536 Premium Member 2007-Jun-29 10:42 pm said by nickelman: One last thing..... I just downgraded to the Preferred Tier for 1/2 price for 2 months. I also got a credit for the month of service on the Premier Tier. Here are my speeds now.....faster than I got with the 15/2 plan. thats powerboost. you wont sustain at those speeds unless you're one of the lucky few to get "Permaboost" |
· actions · 2007-Jun-29 10:42 pm · | |
| therapy1 | therapy1 to nickelman Member 2007-Jul-3 6:28 pm I have somewhat the same problems..Im on 13mb/1mb and can not download past 3mb sometimes lower since it gos from 3 to 1 and flux around...i have to wait another week for a 2 tech to come out here..my speed test are as fast as my old dsl 5mb connection |
· actions · 2007-Jul-3 6:28 pm · | |
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