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Troubleshooting Slow Internet Speeds

Solution

Use the following steps to improve your internet speed.

Slow speeds can be the result of having an older modem. Make sure you have the right equipment by checking Cox Certified Cable Modems.

1

Turn off any devices that are using the internet. Some common devices are listed below.

  • Desktop computer
  • Cell phones, tablets, or other mobile devices
  • Laptops
  • Gaming systems
2

Find your modem and unplug the power cord. You'll see the modem lights turn off.

image of unplugging the modem power cord

If you're using a router for WiFi, then unplug it from power source.

3

Verify that your modem cables are connected.

  • Coaxial cable - Verify that the cable is tightly connected to the cable outlet on the wall and the back of the modem.
  • Ethernet - You may see what resembles an oversized phone cord connecting your modem to a router or desktop computer. Cox recommends using at least a Category 5E (CAT5E) cable for all packages.
    • On the router, make sure the Ethernet cord connects to a port labeled Ethernet, IN, or WAN. If it's not there, then you'll need to move the cord to the right location.
    • If the Ethernet is connecting to a computer, make sure both ends of the Ethernet cord are connected securely.

Note: Cox recommends a wired connection for the best internet experience. Refer to Connecting a Modem With an Ethernet Connection.

image of generic modem and cable connections


Don't move any phone cords plugged into the TEL 1 or 2 ports.

4

Plug the modem's power cord back in.

image of plugging in the modem's power cord

Result: The modem lights start to flash and light up. Allow the modem up to ten minutes to finish processing.

After the modem is online, plug your router back in to the power source, if needed.

5

Turn on a computer or other device.

6

Open a web browser and follow the steps in the table below, based on the device used.
 

If you're using… Then…
A desktop or laptop computer

image of desktop and laptop computers
  1. Clear your browser cache and cookies.
  2. Access the Cox Speed Test Tool. Refer to Using the Cox Internet Speed Test Tool.
  3. Test your speeds.
A mobile device

image of mobile devices
  1. Access the Cox Speed Test Tool. Refer to Using the Cox Internet Speed Test Tool.
  2. Test your speeds.

Is the internet still slow? Try using a few other devices to determine if the issue is specific to one device or the whole household. Contact us to continue troubleshooting.

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