Hi Hep,
With Premier service there are many things that we want to look at to make sure you are getting the best speed.
To get the maximum speed you want to make sure your modem is a compatible Docsis 3.0 modem. If you are not sure you can view our compatible modems at http://ww2.cox.com/residential/hamptonroads/support/internet/article.cox?articleId=b2ec95d0-7ef9-11df-5590-000000000000.
You would also want to make sure that when running speed test that you have bypassed your router, to make sure that you are getting the accurate speed results. If you notice a large change between running the speed test with and without the router, then it would be safe to say that the router could be causing the slow speeds.
I recommend running a speed test at our website. This way you are testing on servers close to your location and it records your results to your account in order for us to review. http://bit.ly/CoxInternetSpeedTest
Please let us know if you have any questions and feel free to share the outcome of these tests with us.
Thanks,
Tiffany R.
Cox Support Forum Moderator