Didn't find what you were looking for?


We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.

I've been having upload problems since May and I've lost all hope

Punkthulhu
Punkthulhu Posts: 10 Spectator
edited November 13 in Community Support

I've run out of options and I'm posting here, I've done it before and not much has come of it but I guess I'm shooting my shot here again just in case I can get an answer.

As the title above says I've been having upload problems since May, almost 6 months of my upload dropping at the same time every hour. If it's on the 39th minute of the clock, more than likely my upload drops. This was the problem before I had symmetrical and if anything the high split has shown me how deep this hole is. I've had multiple techs out to my apartment, one tech even cut my line and left. I've even had several supervisors come and take a look at it and most are dumbfounded or don't believe it to be an issue.

One supervisor said he saw my "SNR" upload signal constantly dropping to 0 on one occasion and turned it over to the field team but I don't think they corrected the issue. Now those same supervisors just hang up or ignore me. This has been the most frustrating customer service experience I've ever dealt with at ANY company.

This last week actually saw a lot of improvement, heck I didn't even notice a really bad drop since Thursday until today (Monday) when it started dropping on the hour time after time without fail.

For those wondering, I'm using a CAT8 Ethernet cord, I've tested this with every device disconnected and with my PC off and get consistent results. As for what I'm doing? Sometimes nothing, because this happens so regularly I can set an alarm and run a speedtest with nothing else on and boom it'll drop. These issues don't ALWAYS happen, as I mentioned previously, the last week of October saw a lot of improvement from making my issues an hourly to just a few times and then nothing for a bit. During these periods my modem will sometimes show up as "unavailable", I've been through 5 modems and 5 routers since the beginning of this ordeal.

I doubt anything will come of this, but at this point I'll settle for "we're just not going to fix it" than the nothing or gaslighting I've been getting.

Screenshot 2024-11-11 at 13-44-57 Speedtest by Ookla - The Global Broadband Speed Test.png
Screenshot 2024-11-11 at 13-47-55 Spectrum.net Your Services.png
Screenshot 2024-11-11 at 13-46-01 Spectrum.net Your Services.png
Screenshot 2024-11-11 at 13-46-09 Spectrum.net Your Services.png

Comments

  • Punkthulhu
    Punkthulhu Posts: 10 Spectator

    I should also note that I'm on the 1gig plan, and that these "drop periods" can last anywhere from a measly 2 minutes to upwards of 10 minutes at a time. I've tried to be nothing short of patient with the techs and supervisors I've talked to because I get this is a weird case and I've worked in customer service before.

  • RAIST515O
    RAIST515O Posts: 203 Contributor

    For it to go from 900 something down to 10/11 like that... sounds like it is dropping 3.1 channels and reverting to 3.0 transfer method. That is... provided you are direct connect to the modem and it still happens.

    Upstream over coax has always been "nerfed" because of various challenges. Bad grounds, compromised shielding, strange weather impacts (direct sun exposure, water, etc.)... someone else on the node with an open port/line allowing signal leaks in/out of the system. So many little things that can contribute... it feels like a moving target sometimes.

    IDK if it is an option or not... but if you have access to a qualified 3.0 modem with a high channel count, might be interesting to see how it performs without those 3.1 OFDM channels in play?

  • HT_Greenfield
    HT_Greenfield Posts: 926 Contributor
    edited November 12

    I compliment you for your forthrighteous settle-ability! Therefore dare i suggest that network congestion management is a thing and living in an apartment complex could very well compound the voluminous Twitch broadcasting factor.

    🔗 https://www.spectrum.net/support/general/network-management

  • Lyn_T
    Lyn_T Posts: 575 ✅ Verified Employee Moderator

    Good evening @Punkthulhu

    Thank you for reaching back out to us about this. I am very sorry signal concerns have returned. I am seeing that we have a home visit scheduled to have this investigated further. I have also escalated this to our field support team for further investigation. Please keep us posted on how things go with the home visit. - Lyn

  • Punkthulhu
    Punkthulhu Posts: 10 Spectator

    I appreciate the kind words, as for Greenfield's comment. I've not had issues in the years I've lived at this apartment (it is on the smaller side) and the techs keep assuring me it's not network congestion. As for @Lyn_T I had to unfortunately reschedule due to a family emergency, will the field team still be able to be contacted?

  • Lyn_T
    Lyn_T Posts: 575 ✅ Verified Employee Moderator

    @Punkthulhu

    Thank you for keeping us posted on this. I am sorry to learn about your family emergency. I really hope everything is Okay! I am seeing that the home visit has been rescheduled for you and the escalation is still open. Please let us know how everything goes with the home visit and if you need any further assistance. -Lyn

  • Punkthulhu
    Punkthulhu Posts: 10 Spectator

    @Lyn_T the appointment was cancelled because there wasn't a supervisor on hand to address it (at least to my understanding), I really hope that my concerns are being taken seriously. I understand the intermittent nature of my problem can cause some frustration but I'm doing my best to be respectful and I fear that won't be reciprocated.

    Field team or otherwise are free to reach me using the information on my file.

Categories