Why do I get BUFFERING EVERY HOUR and have to re-start the modem ?

Mark_E_Mark123

Had 3 techs out here … they don't do much. Tomorrow, hopefully a supervisor will be out with the next technician. They need to get a bucket truck out here and check the line (the feed).

$136 a month for TV and Internet … that works about 50% of the time. If they can't fix this once and for all tomorrow I will gladly go be going back to Google Fiber. Nothing but problems for nearly a YEAR now with Spectrum. Last 'tech' laid on his belly for nearly an hour just to swap out the wall plate and connectors (5-minute task tops). I had to disconnect and dismantle 2 bookshelves because "they were in his way" (LOOK AT THE PIC OF ME WITH A SCREWDRIVER WHILE SITTING ON A COMFORTABLE OFFICE CHAIR — with the bookshelves right there NOT in the way at all). Then, he rolls my office chair OFF the hardwood floor and ONTO an area shag rug. Anything else he just kicked out of the way with his feet while lying on his belly. Outlet was clearly accessible — without moving ONE THING but "he needs lots of room". See pics. Enjoy.

. Enjoy.

Renee_T

Hello @Mark_E_Mark123

Welcome to our community! I'm sorry to hear about the poor experience with our techs and the ongoing issues. Since that appointment is scheduled for tomorrow, definitely let us know if the issues persist after that appointment. I'm happy to send feedback up regarding the technician who was out. Was this at the last appointment?

Mark_E_Mark123

Folded over my area shag rug he had all mashed up (with his feet while working on his belly see below) and then he kicked that folded-up rug out his way AGAIN … wouldn't get up (or even SIT UP) or just SIMPLY ask me to move my property. Asked him not to kick my stuff out of his way and no "sorry" or anything emitted from this "tech". No way anything needed to be moved let alone shoving my property out of his way WITH HIS FEET. Might want to tell your tech that a heavy wheeled office chair should NOT be SHOVED onto a shag rug (psst … fibers from the rug get ripped out by the wheels) — plus it was ALREADY SITTING ON A HARDWOOD FLOOR — just roll it out of your way. Instead he shoves it up onto a shag rug and move it all out of the way WITH YOUR FEET WHILE LAYING ON YOUR BELLY.

Teach your tech some manners to start with. Don't ask people to move a bunch of stuff when the outlet is right there. Don't TOUCH anything. You are in someone else's home. I would suggest you advise your "tech".

Not impressed with this "tech" — not even in the very least.

Mark_E_Mark123

Hi Renee, sorry if I ranted a bit there. Check the pic I've attached here. Does that rug say "please bunch me up like a wet towel with your feet and just shove it out of your way" to you? That was after he shoves my office chair onto it? I folded the rug over out of his way (I thought) and he SHOVED THAT OUT OF THE WAY WITH HIS FEET TOO. So I picked up everything and moved it, asked him 'if you need anything moved please say something' ... I dropped the chair loudly on my floor to kinda send him a message. No 'sorry sir', nothing. And there was no reason for me to have to disassemble and move those shelving units. The pic with me holding a screw driver is out in front of the bookshelves that "had to be moved". You don't shove stuff out of the way with your feet while laying on somebody's floor. Ever. What really ticks me off is the OUTLET IS RIGHT THERE IN FRONT OF YOU .... a 500 lb person could get to it with no problem whatsoever. Please understand I look at the outlet and 2 screws and don't even see HOW that rug in the middle of my living room was even touched. THERE WAS A CHAIR FOR HIM TO SIT ON …. I've changed out more outlets than I care to tell you and never had to lay down on a floor.

It was very hot that day. I think he got comfy on the cold hardwood floor and has poor manners.

Anyway, yes, that was the last tech to be here and yes they are coming out today.....the last person on the phone I talked to mentioned "T2 or T3" errors meaning the problem is with the line outside ?

I'll let you know but at 136 a month this has got to be fixed today or I'm changing services.

William_M

I can understand why you would be frustrated with the technician moving your things. I hope nothing was damaged. Your feedback about him has been forwarded.

The modem can report T3 or T4 timeout errors which means it didn't get a response for a period of time. It can be caused by a line outside but it could also be caused by an issue with the modem, wiring inside, or something further upstream. Unfortunately intermittent issues can sometimes take multiple appointments to narrow down the source of the issue, especially if things are working at the time our technicians test.

James_M

Hi Mark -

Looks like your service has been online consistently with no issues since the last tech visit. If you are still seeing an issue, have additional questions, or still need assistance, please let us know!

Mark_E_Mark123

Hi James, Lamont was fantastic, replaced the modem, have not seen "buffering" happen for going on 3 days now. Knock on wood! Haven't ever gone that long without buffering so maybe it was the modem causing the problem every day. Wish I could get a credit for all the down time in past months. Oh well.

THANKS to Lamont, he was polite and customer oriented, and I would like to acknowledge his fine service. I enjoyed speaking with him.

Kudos!

William_M

Thanks so much for taking the time to follow back up with us! It's wonderful to see Lamont was able to resolve the issue. I'll be happy to forward your compliments about him.

James_M

Hi @Mark_E_Mark123,

I wanted to let you know that I also submitted a credit request for the degraded services. Once approved, you will see a credit on your statement - usually within 1 or 2 billing cycles. The credit was submitted for the full amount of your most recent month of service.

Thanks again for your patience, please reach out anytime you need assistance!