Tiffany -
Far be it from me to tell you your job, but an on-site tech can't fix this problem. The original poster has a DOCSIS 3 modem programmed for DOCSIS 2... that's causing the hard cap. You guys tried to send someone out to my house 3 times until I finally got an intelligent person on the phone who reprogrammed my modem... 2 minutes later, problem gone.
Oh, and maybe pass along to someone way above your head that a simple tracking database would have found this problem being resolved many times, and even tell them who was mis-programming modems in the first place... of course that cuts down on the money Cox can make from useless in-home visits that end with a tech blaming the wiring inside the house. But hey, it's called CUSTOMER service, not INCOME service... just sayin'...
Original Poster - Don't have a tech come out, they can't help... get Tier 2 on the line, tell them the modem is programmed for the wrong DOCSIS version, and have them re-provision it... problem solved... next...
F.