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Arris modem status unknown

Our internet speed is a lot slower than normal and we have a new sagemcom router and arris modem,on the login page where we pay our bill it shows the arris modem status unknown and a yellow light beside it and the sagemcom router shows status active with a green light.i have tried resetting modem no change.would this cause issues with speed.
2 REPLIES
Proven Sharer

Re: Arris modem status unknown

Yes, when the modem shows yellow on your account detail page, there is a good chance that it is affecting your data speed.  I hate to sound like the folks on the Tech Help phone or chat lines, but first try unplugging the modem for 15 seconds, then plug it back in and wait for the LEDs to settle down.  Many times this will temporarily restore your service, though you may still have some speed reduction and you may have to power-cycle every few hours. 

On Tuesday morning, call in to Spectrum and schedule a visit by a home service tech.  Ask them and the tech to look carefully at the modem's incoming signal levels and status reports. 

If you know how, please copy and paste those two reports into a reply message here in the forums.  We'll try to take a look at them and get you through the long holiday weekend. 

Lead Moderator

Re: Arris modem status unknown

You can also contact our Social Media Customer Care team if you prefer not to 

phone in. 

 

They can be reached at:

 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum

 

They can review the connection and schedule a technician if needed. 


Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums