c3
Rookie

Intermittent outages - Don't know how to escalate

City: Costa Mesa, CA. Building type: House.

I've had intermittent internet outages for the past few weeks, and I don't know how to escalate to the right person to help.

- Cable modem loses link throughout the day. Each time, the internet goes out for 1-2 minutes.

- On a bad day, it will reset dozens of times - as confirmed by logs, and the CS rep. For the past weeks, I'll notice it go out four to five times throughout the day while I'm working.

- Affects both wired, and wireless devices.

- Cable modem status page shows T3 and T4 timeouts in logs, and high uncorrectables evenly distributed across all channels.

- Typically worse in the morning (7am to 9am), and sometimes in the evening.

- Technicians have been out twice in the past two weeks, and twice when I had the same symptoms a few months ago.

- When I'm not having problems, the service is great: 450 mbps down/ 20 mbps up.

 

Technicians have:

- Replaced cable modem (old was an Arris, current is a Technicilor eMTA)

- Replaced router

- Re-terminated coax at the street

- Verified all connections are tight from street to the house.

- Coax from the street, to the house, to the cable modem was all installed new by Spectrum when I moved in earlier this year.

- Whenever the technicians are over, the problem isn't active, which makes it hard to troublehsoot. They say the signal levels look great, and there is no noise on the line.

 

I feel like the techs don't believe that there is a problem with my connection, and they try to blame the router or computer (even though we've tried multiple routers, and logs from the modem confirm issues).

 

I have another tech coming out tomorrow. Assuming the lines come back clean again, how can I ask them to escalate the issue? The last tech said I should try to escalate to the "maintenance crew", but the CS rep didn't know what that was.

 

Data:

I started collecting stats from the Cable Modem to find patterns. Signal levels become eratic and errors jump during an outage. Unfortunately, the latest modem Spectrum gave me doesn't have the stats page enabled, so this is week old data.

 

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4 REPLIES 4
Trusted Helper

Re: Intermittent outages - Don't know how to escalate


@c3 wrote:

City: Costa Mesa, CA. Building type: House.

I've had intermittent internet outages for the past few weeks, and I don't know how to escalate to the right person to help.

- Cable modem loses link throughout the day. Each time, the internet goes out for 1-2 minutes.

- On a bad day, it will reset dozens of times - as confirmed by logs, and the CS rep. For the past weeks, I'll notice it go out four to five times throughout the day while I'm working.

- Affects both wired, and wireless devices.

- Cable modem status page shows T3 and T4 timeouts in logs, and high uncorrectables evenly distributed across all channels.

- Typically worse in the morning (7am to 9am), and sometimes in the evening.

- Technicians have been out twice in the past two weeks, and twice when I had the same symptoms a few months ago.

- When I'm not having problems, the service is great: 450 mbps down/ 20 mbps up.

 

Technicians have:

- Replaced cable modem (old was an Arris, current is a Technicilor eMTA)

- Replaced router

- Re-terminated coax at the street

- Verified all connections are tight from street to the house.

- Coax from the street, to the house, to the cable modem was all installed new by Spectrum when I moved in earlier this year.

- Whenever the technicians are over, the problem isn't active, which makes it hard to troublehsoot. They say the signal levels look great, and there is no noise on the line.

 

I feel like the techs don't believe that there is a problem with my connection, and they try to blame the router or computer (even though we've tried multiple routers, and logs from the modem confirm issues).

 

I have another tech coming out tomorrow. Assuming the lines come back clean again, how can I ask them to escalate the issue? The last tech said I should try to escalate to the "maintenance crew", but the CS rep didn't know what that was.

 

Data:

I started collecting stats from the Cable Modem to find patterns. Signal levels become eratic and errors jump during an outage. Unfortunately, the latest modem Spectrum gave me doesn't have the stats page enabled, so this is week old data.

 

image.png


Hello,

 

Normally, before the tech comes out, we recommend not resetting any equipment for six hours so that the error signals do not reset themselves back to zero.  I think what is happening is that your modem/router is resetting itself, tech comes out, finds no errors, and can't solve the problem.

 

What I would recommend is that you contact Spectrum Mods and have them create a ticket on this.  Signal monitoring is a process where all of your equipment is watched by Spectrum for that period of time for signal fluctuations.  PM them at the link above, referring the mods to this thread and have them set up signal monitoring.  I would also recommend a request for Tier 3 support.  I am not convinced that another REGULAR home dispatched  tech is going to do anything.  You need notes on your account that this issue needs to be evaluated by Spectrum for at least two months and they will begin the escalation process.

 

Keep your service call, but also follow my recommendations above.  When the problem is discovered through Signal Monitoring a Maintenance Tech will be dispatched to the area that is causing the problem.  You need to be home for your Field Tech tomorrow, but you don't have to be home for a Maintenance Tech.  There is something in your node further down that the field techs are missing.  Setting up Signal Monitoring will finally get to the root of this intermittent Internet reset problem.

 

Satch

c3
Rookie

Re: Intermittent outages - Don't know how to escalate

Thanks for the help Satch! The tech arrived and luckily caught the signal issue as it was happening. The signal problems are visible at the tap on the street, so they escalated to the maintenance team to come out in the next couple days.

Highlighted
Rookie

Re: Intermittent outages - Don't know how to escalate

@c3

 

Our problem sounds identical to yours. If you have time could you share how you monitored your signal? Is that a piece of software or from the modem?

 

Did the technician state what the problem was?

 

Please let us know if they get yours fixed. 

Trusted Helper

Re: Intermittent outages - Don't know how to escalate


@gregab25 wrote:

@c3

 

Our problem sounds identical to yours. If you have time could you share how you monitored your signal? Is that a piece of software or from the modem?

 

Did the technician state what the problem was?

 

Please let us know if they get yours fixed. 


Years ago I had this issue and the techs trained me in what they do,

 

1.) You avoid resetting any boxes , modems, or routers for six hours prior to your service call appointment so that the tech can get an accurate reading of signal error codes, which are reset to zero on equipment resets.

 

2.) The tech comes out to do a signal assessment with his meter, checking both the drop line outside the home and the inside wiring.  The drop line brings all the cable services into the home, the tap is the foundation that holds that drop line and wiring together.  Signal problems are often related to any of the following:

 

A.) The drop line

B.)The tap

C.) Splitters on the equipment in the home, that can reduce signal strength by up to ninety percent.

 

If your equipment is resetting on its own constantly, you can set up signal monitoring for 30-60 days by reaching out to our mod team and sending a PM with your account number here: @Forums_Help  This opens a support ticket on the issue for your area.

 

If your equipment is NOT resetting on its own but you are having signal issues, you will need to contact Spectrum if you are having TV problems, Internet problems, or phone problems and do the six hour avoiding of equipment resets before the tech comes.  Than, he does the check with his meter, inside/outside wiring and will replace the outside equipment OR up the order to System Maintenance.  The maintenance tech will generally come out within the week and do the outside work.  (See solution post.)

 

What Customer Service on the phone often doesn't get is that a swap of any equipment will NEVER solve bad signals, line issues, or tap issues.  Only a truck roll can expedite a tech related issue. There's four things that phone customer service can do:

 

1.) Reboot equipment.

2.) Set up service appointments.

3.) Answer general questions about company services.  The same is true for any Spectrum Social Media Contact.

4.) Assist with billing questions/credits help.  Allow 5-10 business days for credits to process.

 

CSR agents on the phone are not technicians.  Now, this doesn't make them bad people or anything like that, it is simply that the scope of what they can do is generally limited to those four things.  But if you have equipment that is constantly rebooting, or is having issues, the above steps can help lead to a resolution.

 

Satch