Gigablast Speeds Not Obtainable?

Question

I signed up for the Gigablast service over a month ago and I have still not been able to get over 350Mbps download speed. They replaced my modem with the Panoramic Wifi one that supports MOCA (I also was talked into upgrading my TV to the IPTV service so I have 3 mini MOCA boxs). It was all given to me as a self install package and well, nothing worked when I got home and plugged it all in. I called support and they scheduled a tech to come out to check it all. The first tech did absolutely nothing just sat on the phone with someone and asked him questions - he tells me I need to get a different TV box for it to work. So I take 1 box back to the store and they say that it should work and there is no other box. They say someone did not add a package to my account so that's why nothing was working - said it should work fine when I get home. Well it didn't fix anything. So I called customer support back and they scheduled another tech to come out. They said this tech was an advanced tech. So I wait the 2 days for him (with no internet or tv I might add). This tech did actually know what he was doing and got my TV's working with no problems and I think he just assumed that fixed the internet speeds but after he left I checked speed test and no joy. Called support again and they scheduled another advanced tech to come out. This tech seemed to be knowledgeable also - he checked my signal from the peg all the way to where the cable connects to my Pano modem and was getting 1.1Gbps speed, but as soon as he connected to the modem and plugged his tester into the LAN RJ45 out connector on the Pano he gets 350Mbps to 400Mbps. He thought it might be the modem so he swapped it out with another but same issue. He said he would note in his ticket to escalate it to the next tier but I have yet to get it resolved.

Cox Network

Internet:Active

Local time:2019-06-07 00:05:30

System Uptime:1 days 7h: 31m: 17s

WAN IP Address (IPv4):

WAN Default Gateway Address (IPv4):

WAN IP Address (IPv6):

WAN Default Gateway Address (IPv6):fe80::2b6:70ff:fe99:7019

Delegated prefix (IPv6):2600:8803:c200:8d2::/64

Primary DNS Server (IPv4):68.105.28.11

Secondary DNS Server (IPv4):68.105.29.11

Primary DNS Server (IPv6):2001:578:3f::30

Secondary DNS Server (IPv6):2001:578:3f:1::30

WAN Link Local Address (IPv6)::deeb:69ff:fe10:d2d8

DHCP Client (IPv4):Enabled

DHCP Client (IPv6):Enabled

DHCP Lease Expire Time (IPv4):0d:16h:30m

DHCP Lease Expire Time (IPv6):49710d:6h:28m

WAN MAC:

eMTA MAC:

CM MAC:

Cable Modem

HW Version:2.2

Vendor:Technicolor

BOOT Version:S1TC-3.49.18.14

Core Version:1.0

Model:CGM4140COM

Product Type:XB6

Flash Part:8192 MB

Download Version:Prod_18.1_d31 &amp; Prod_18.1

Serial Number:212930068xxxxxxxxxx

Downstream

Channel Bonding Value

Index

30

1

2

3

4

9

10

11

12

17

18

19

20

21

22

25

26

27

28

29

33

34

35

36

37

38

41

42

43

44

45

46

159

&nbsp;

Lock Status

Locked

Frequency

957 MHz

783 MHz

789 MHz

795 MHz

801 MHz

831 MHz

837 MHz

843 MHz

849 MHz

879 MHz

885 MHz

891 MHz

897 MHz

903 MHz

909 MHz

927 MHz

933 MHz

939 MHz

945 MHz

951 MHz

357 MHz

363 MHz

369 MHz

375 MHz

381 MHz

387 MHz

405 MHz

411 MHz

417 MHz

423 MHz

429 MHz

435 MHz

300 MHz

2.04E+08

SNR

32.9 dB

39.3 dB

39.0 dB

38.7 dB

38.5 dB

36.7 dB

36.9 dB

36.6 dB

35.8 dB

35.3 dB

34.8 dB

35.0 dB

35.3 dB

34.8 dB

34.5 dB

33.9 dB

34.0 dB

33.5 dB

32.9 dB

41.8 dB

42.0 dB

41.8 dB

41.9 dB

41.7 dB

41.6 dB

41.7 dB

17.0 dB

NA

Power Level

-12.4 dBmV

-6.3 dBmV

-6.6 dBmV

-7.2 dBmV

-7.1 dBmV

-8.9 dBmV

-8.6 dBmV

-9.2 dBmV

-9.9 dBmV

-10.0 dBmV

-10.8 dBmV

-10.5 dBmV

-10.0 dBmV

-10.6 dBmV

-10.9 dBmV

-11.5 dBmV

-11.6 dBmV

-11.9 dBmV

-12.7 dBmV

-12.5 dBmV

0.9 dBmV

-1.3 dBmV

-1.5 dBmV

-1.6 dBmV

-1.5 dBmV

-1.7 dBmV

-1.6 dBmV

3.7 dBmV

NA

Modulation

256 QAM

OFDM

Upstream

Channel Bonding Value

Index

1

2

3

4

&nbsp;

Lock Status

Locked

&nbsp;

Frequency

19 MHz

25 MHz

32 MHz

38 MHz

&nbsp;

Symbol Rate

5120

&nbsp;

Power Level

41.0 dBmV

41.3 dBmV

42.3 dBmV

&nbsp;

Modulation

QAM

&nbsp;

Channel Type

ATDMA

&nbsp;

CM Error Codewords

Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Unerrored Codewords

997987354

859139685

859066832

859200539

859204819

859210901

859215596

859220625

859226080

859231898

859236353

859241995

859245513

859248585

859253862

859242536

859264377

859270216

859275303

859279633

859284161

859290529

859294825

859299226

859302431

859309583

859315201

859318091

859323648

859329521

859330283

859331805

997987354

Correctable Codewords

420902205

20383

30148

42

38

35

23

22

33

32

54

42

33

1165

986

10883

54

71

104

92

39

59

46

45

49

46

49

26

43

29

47

52

420902205

Uncorrectable Codewords

0

31322

99098

4

10

1

11

0

4

8

0

1

8

5518

8

0

2

0

12

13

18

24

12

17

10

11

3

11

3

2

0

System Software Version

eMTA &amp; DOCSIS Software Version:Prod_18.1_d31 &amp; Prod_18.1

Software Image Name:CGM4140COM_3.3p21s1_PROD_sey

Advanced Services:CGM4140COM

Packet Cable:2.0

System Hardware

Model:CGM4140COM

Vendor:Technicolor

Hardware Revision:2.2

Serial Number:21293xxxxxxxxxxxxx

Processor Speed:1503 MHz

DRAM Total Memory:1024 MB

DRAM Used Memory:597 MB

DRAM Available Memory:427 MB

Flash Total Memory:8192 MB

Flash Used Memory:152 MB

Flash Available Memory:1896 MB

sl3dge007 · Answer

I have a Arris CM8200 cable modem that had extra from work that I thought about testing to see if the Pano modem was the issue, but I don't think my MOCA devices will work with that modem? Is that correct?

allan · Answer

Hello. Escalations such as these typically take about 72 business hours to be resolved. If you are still experiencing issues after that time, I would send us an email to cox.help@cox.com with a link to this conversation and your full address so we can investigate the issue for you. -Allan Cox Support Forums Moderator.

curtb · Answer

Allan, would you please clarify exactly what "72 business hours" means?&nbsp; I spoke with a&nbsp;Cox representative a few weeks ago who said that business hours are 8:00am to 8:00pm M-F, excluding holidays.&nbsp; He implied that "72 business hours" is the accumulation of just those business hours.&nbsp; So, in the absence of a holiday, saying 72 business hours is a&nbsp;subtle way of saying eight (8) days.&nbsp; I hope he was just confused and 72 business hours&nbsp;really means three business days, i.e excludes holidays and weekends.&nbsp; If that is in fact the case, why not just say three business days? Thanks.

sl3dge007 · Answer

Actually this was about 3 weeks ago. I have sent the email to the listed address with the info you requested. Thank you for the assistance.

kevinm2 · Answer

Hi CurtB, you are correct. 72 business hours refers to 3 business days and excludes weekends and holidays. -Kevin M. Cox Support Forum Moderator

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