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Bad Signal - No access to interior of home

randomusernamerandomusername Posts: 2 Spectator
in Connectivity Nov 12, 2022

I have intermittent connection drops, buffered/pixelated streaming video, and slow internet. Calls to tech support result in being told the signal coming in is bad/low.

Twice a technician was sent out because they said the problem is out at the street. The problem has not been resolved after these service calls.

It seems like maybe the coax coming in from outside needs to be replaced? I am not able to have a technician in the home but Spectrum is saying that's the only option even though they couldn't give me any information about what was checked or fixed outside, or even what the actual problem is.

Why can't someone replace the cable that runs in from outside by pushing it through the wall where the present one is (and then I can connect it to the interior cabling) and not enter the home?

I've already tried replacing the modem, splitter, Ethernet cable, and interior coax. None resulted in a fix.

Best Answer

  • SatchSatch Posts: 4,754 Contributor
    Nov 12, 2022 Answer ✓

    @randomusername,

    Welcome to our forums!

    It is Spectrum policy that in order to complete work for issues like this, the tech must access the home. He has to have that to check inside wiring and equipment before checking outside lines and wiring. Why can't you have a tech in your home?

    If you're under 18, you will need someone over 18 there to let the tech in the home, and sign possible paperwork on the work order.

    If it is an apartment complex or group residence, you will have to get your building manager access to the dwelling to complete work. Or if you are under age, get someone to do that. If you don't get a tech in the home and your problem is internal or equipment related this issue will never be resolved. One example, would be a basement or attic needs to be investigated by a tech to check wiring and installation around the wiring that could be decades old and showing signs of wear and tear. Updating equipment and outside lines will not fix anything if you have bad wiring inside the home. There is no other solution. You or another person responsible for the maintenance has to allow a tech access to the interior of the home.

    Satch

Replies

  • randomusernamerandomusername Posts: 2 Spectator
    Nov 14, 2022

    I have already stated to tech support and this forum that I've dealt with the equipment inside - swapped it out - and it made no difference. Regardless of Spectrum's policy, if all I want them to do is replace the single coax coming in from the outside, why can't they do that?

  • James_MJames_M Posts: 3,772 ADMIN
    Nov 14, 2022

    @randomusername

    A Spectrum techinician would need access to the home in order to complete any investigation to determine thae cause of the signal issues. If you change your mind, or the situation changes, please let us know.

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