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Intermittent Internet and TV outages

bdoemelbdoemel Posts: 1
in Connectivity Jul 15, 2020

For about a week now we've been experiencing brief but frequent outages of both our Spectrum cable internet and Spectrum cable TV services at the same time. This past Saturday, both services were not working all day until a technician came and replaced a cable that ran up from underground to the utility pole because an animal of some sort had chewed it up.

 

A little over an hour after he left, the intermittent simultaneous outages began again, usually once every hour and happening more frequently than that from 6pm until early in the morning. On the TV, which is connected to a set-top box, the image pixelates and the audio is distorted for a few seconds before freezing up for several minutes. At the same time that happens, our modem/router combo (Arris SBG8300) loses internet connection. The issues tend to subside after a few minutes. We regain internet connectivity and the TV unfreezes at the same time.

 

We had another technician today, and of course everything worked beautifully while he was here, and he found no issues inside or outside the house. Just a few minutes after he left, the outages started up again.

 

All of our coaxial cables were all replaced by a technician about two years ago. We have one splitter that the technician installed, and no amplifiers or boosters.

 

This has been incredibly frustrating, and we're not sure how to get Spectrum to elevate the issue and get it resolved. All is working well right now, but I've attached our modem's WAN statistics just in case someone wants to take a look. There's obviously a very high level of correctable and uncorrectable codewords. During an outage, the only thing I notice that changes is the Downstream SNR drops to about 16.

 

Screen Shot 2020-07-14 at 7.34.53 PM.pngScreen Shot 2020-07-14 at 7.34.09 PM.png

 

 

Comments

  • reds91185reds91185 Posts: 2,452
    Jul 15, 2020

    Can't see the images yet, but can you temporarily move the modem to the drop, bypassing all of your in-house wiring just to eliminate it as a possible cause? 

  • James_MJames_M Posts: 2,083 ADMIN
    Jul 15, 2020

    @bdoemel , 

     

    Your screenshot includes the serial number of the modem.  For privacy, the image was blocked.   Please redact the serial number and upload the image again.  Thanks.  

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