Newcomer

Internet keeps dropping etc etc..

So internet was fine till hurricane florence hit Wilmington nc could have about 3 ps4 (all 3 wired) and 8 other devices on wifi. Power was out for 7 days bc no power and internet for 10 days bc had to get new modem from spectrum. So we got a new one then got it back. Since then internet drop for about 5mins then comes bk when we play any online games it lags and then we get kick from vc(voice chat)ps4 and Never happen before hurricane. So we thought might be router so bought a new one $156 one just for hd streaming and gaming etc still doing it. We called spectrum and they said we see it in our system it's been going out and in so they would send a tech guy out to check it. so they sent out a tech guy out hear and the guy showed use his tool that tells them how good the internet is and he showed our internet and said it looks great but we are still having the issue and no clue what to do. Since both modem and router is new. Can it be a outside cable line or something on there end? Where getting the intermittent internet connection. Pls help
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Established Sharer

Re: Internet keeps dropping etc etc..


@Yukidarake wrote:
So internet was fine till hurricane florence hit Wilmington nc could have about 3 ps4 (all 3 wired) and 8 other devices on wifi. Power was out for 7 days bc no power and internet for 10 days bc had to get new modem from spectrum. So we got a new one then got it back. Since then internet drop for about 5mins then comes bk when we play any online games it lags and then we get kick from vc(voice chat)ps4 and Never happen before hurricane. So we thought might be router so bought a new one $156 one just for hd streaming and gaming etc still doing it. We called spectrum and they said we see it in our system it's been going out and in so they would send a tech guy out to check it. so they sent out a tech guy out hear and the guy showed use his tool that tells them how good the internet is and he showed our internet and said it looks great but we are still having the issue and no clue what to do. Since both modem and router is new. Can it be a outside cable line or something on there end? Where getting the intermittent internet connection. Pls help


I'm going to guess that your router and modem were well protected from the effects of the hurricane and therefore undamaged or otherwise affected.  In short, they did not need to be replaced at all.  The problems are most likely in Spectrum's outdoor cable network, but thety could also be a result of improper user settings when the modem and router were rep[laced unnecessarily.  Call in again for a second tech visit and make it clear that the first tech did not find or repair your service problem.  When the tech arrives, SHOW him the problem and insist that periodic disconnects are NOT part of a normal internet connection.

 

Lead Moderator

Re: Internet keeps dropping etc etc..

Good morning @Yukidarake

 

I was able to locate your account with your registration information. 

I am seeing an issue especially with your upstream channels. 

 

I would encourage you to reach out to our Social Media Customer Care team to 

schedule an appointment. They can be reached by 

 

Twitter: @Ask_Spectrum

or
Facebook: https://www.facebook.com/Spectrum

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