My upload craters about every hour

Punkthulhu

So to get this out of the way I stream a couple days a week on Twitch, this is going to make the average Spectrum customer service worker sigh in frustration. My spectrum service has been up and down and all around in the years I've lived in this apartment but the last year has been fine and reliable. That changed about two months ago when they were upgrading the lines, this was abandoned soon after and it slowly returned to normal until earlier this month. My upload on all devices, my phone, TV and PC falls from 20 to 1 through 4mbps. It happens pretty regularly and sporadically. It can last anywhere from 3 to 10 minutes at a time and I've spoken with several techs, had it elevated to a field tech which hasn't responded much to me, I've swapped out my modem and router at least once over. Still it persists. We even drilled a new hole and line into my apartment with it doing nothing to help.

At one point a maintenance tech even cut my line and left me without any Internet for several days.

I'm honestly at such a loss that I don't know what else to do. I've tried all possible channels with most feeling like I've been abandoned or left.

I can only guess that it might be network congestion or noise in the node but I'm not sure.

Lyn_T

Good evening @Punkthulhu and Welcome to our Community Forums

Thank you for reaching out to us about your speeds dropping at random times. I am very sorry this is happening. I am seeing that this has been referred to our maintenance team and that order has been completed. If this concern is still happening we will need to schedule another home visit to have this investigated further. Once we have this set up we can also forward and escalation over to our field support team further investigation. Please let us know if you would like to set this up. -Lyn

HT_Greenfield

Just curious if it happens with the laptop connected directly to the router via Ethernet and then, if so, with the laptop connected directly to the modem WAN port via Ethernet.

Punkthulhu

I haven't tested since the newest router and modem, but before I swapped them out the modem also gave similar results.

Punkthulhu

Hello @Lyn_T I have supposedly had an esclation team look into this despite them being non-responsive, I've had 4 techs within the last month although one just cut my line and left. I'm willing to talk to another tech but I'm also skeptical that this is going to go anywhere.

James_M

@Punkthulhu

You mentioned on 5/21 that you haven't tested since getting the new router and modem. Have you had a chance to test it?

As well, the modem has been online since it was swapped, does restarting the modem help the issue, even if only temporarily?

Punkthulhu

I have had the chance to test it and the issue persists. As for restarting the modem, it's hard to say, the issue happens about every 55 minutes and can last from 2 to 10 minutes. I want to say that it does help a little bit but it's never a solution I go to since of how long it takes for it to come back online (about 10 minutes)

James_M

Thanks. The next step would be to set up a service call to check the lines, cabling, equipment and signal levels.

If you need assistance setting one up, let us know.

Punkthulhu

I'm having a supervisor visit tomorrow.

By the way, one worker said they were installing a signal amplifier to the tap but every customer service rep seems to say that didn't happen. Is there a reason for that?

Punkthulhu

An update for anybody looking into the same issue.
I kept going back and forth with the supervisor with it going next to nowhere, he eventually said it was the outlets, which I had all the outlets changed in my apartments that failed a safety/grounded test. Eventually a huge power outage mitigated and ended my problems, eventually some came back but this was solved with a splitter.

I had some peace for two months but now they're back in full force. Now I have more information and I'm hopefully getting through at least to some techs.

I've found out that there is a pattern and rhythm to the outages as they always start at the same time ever hour, anything ending with "39" i.e; 2:39, 3:39, 4:39. Most of support has hand waved this away however. I don't know what else to do but push through and hope that the maintenance call that the last tech put in actually did the trick.

Edward_T

Hello @Punkthulhu . I can understand the frustration with the problem returning after it has been cleared for several months. I would recommend that you give our Maintenance team some time to review the issue but if you continue to see problems with our service next week then reach back out to us and we will review it.