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Having huge issues with internet connection
My setup:
Internet provider: Spectrum
Modem: Netgear Nighthawk CM1200
Modem bought recently: Netgear Nighthawk CM3000-100NA
Router: Asus BE19000 Tri Band RT-BE96U
After I installed spectrum's Modem I started to notice moderate issues with my internet for the first month that I had it. My internet speed would randomly go down to almost nothing, which would cause me to disconnect from whatever I was doing, and then come back a minute later or so. On other occasions it would last until I reset my equipment. Then the worst that happened was my internet would just disappear entirely and wouldn’t come back unless I reset the equipment. I could see it doing this throughout the day since I have a nest doorbell and my phone would tell me the doorbell had lost connection to the internet for a long period of time while I was at work. This would happen every couple days, sometimes multiple times a day. I called Spectrum and all they would tell me is that there’s been no outages and the internet connection has been stable going to modem for at least the last 24 hours, even though internet was out at my house while I was talking to them. A few days later one of my coworkers had said to me that it could be that the modem is struggling to communicate with my brand-new router, so I should try getting a new modem. I took his advice and went to Best Buy to pick up a Netgear modem they had in stock, the Nighthawk CM1200. I took it home, hooked it up and called Spectrum so they could activate it. After they did I had ZERO issues with my internet connection for five months! I was glad I found the solution.
I live in Florida, so a few weeks ago I had felt the effects of both Hurricane Helene and Milton. Luckily there was no damage to my house, so I figured everything was fine. It was right after the first Hurricane Helene past us that I noticed my internet was acting up again. At first I figured something outside was damaged by the storm and I’d need to call a technician out to check it out. The problem is the issue is pretty much the same thing that was happening five months ago.
If I unplug just the modem and plug it back in after a while without touching anything else the connection works fine for a while, but it would also show up again later.
I turned off QoS on my router
Mainly out of frustration, I went and bought a new modem to see if that would fix the problem like last time. That’s when I got the Nighthawk CM3000. After calling spectrum and having them set up the new modem the Customer rep asked me if my modem was connected directly to the wall or if it was plugged into a power strip. I use a UPS and that I’ve never had issues with that before. The new modem actually shows faster speeds than the last one, but about two hours after the new modem was set up I lost connection again. I unplugged the modem from the UPS and plugged it directly into the wall just to see if that helps like the rep said. That’s how my setup is right now.
Comments
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Good evening @hchileman and Welcome to our Community Forums,
Thank you for reaching out to us about our internet not working as it should be. I am very sorry that you are noticing the drops in services. It sounds like you have done all of the possible troubleshooting you can do on your own. The next steps would be to schedule a home visit to have someone stop bye to check things out. We can get this scheduled for you. If you would like to do this, please let us know what dates and times that would work best for you. - Lyn
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It sounds like the core signal is periodically degrading too far out of range.
The modems have ways of compensating for some issues that can overcome some minor fluctuations, but these have their limits. When power cycling like this leads to short periods of access that soon go off again, it is usually an indicator the modem is trying to compensate but the line quality has just become too unreliable and needs to be addressed.
Always best to call in to have the signals checked first before replacing equipment. New equipment is not going to fix an issue with signalling happening in the lines. The technician can usually verify this... possibly even swap in a Spectrum supplied modem as well if necessary.
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