Why did I receive this message from Spectrum ?

Semsoom

“We found an issue affecting your services while performing routine network maintenance. Schedule an appointment to have a Spectrum technician correct this issue.”

Our systems are working perfectly. What could they detect remotely that requires them to enter my home? I think this is bogus and I am reluctant to schedule the appointment.

Can anyone shed light on this? Thanks.

James_M

@Semsoom

Thanks for the question! I can assure you that this a legitimate message and is part of our proactive maintenance initiative. Through this initiative, we remotely identify potential future issues and then provide a link to set up a service call at your convenience. The goal is to address potential issues before they impact services as well as giving you greater flexibility in scheduling appointments (for example, you don't need to call, explain the issue or have degraded services while you wait for a technician). The link you provided goes into greater detail.

I was able to locate your account using your registration information. In your case, the upstream and downstream signal levels are slightly out of range. While there is no or little current impact, these issue will likely degrade over time, and can potentially cause a service interruption. A technician would need to be onsight to investigate and fix the issue, but it is typically caused by outside coax lines that are old, worn or damaged from things like normal or extreme weather (snow, rain, wind, cold or heat). For example, at my home, there was a recent issue where squirrels running on the overhead outdoor lines caused the coax to pull from the connectors allowing rain to get in the connections and created connectivity issues.

If you change your mind, you can select the link to schedule an appointment. Please let us know if you have any other questions.

Semsoom

Thanks James.