Connectivity
Connectivity
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connection problem with your modem
It has been a few months now. Every day, we lose our internet connection with Spectrum, which occurs at 8:36 am and 4:36 pm. It may also occur at night, but we are asleep. Is there a way to find out what is happening?
I know it happens on your modem because I connected my laptop directly to your modem to test that my router does not have the problem. I rebooted the modem and my router a few times, but the problem still exists.
I am running on both wired connections and Wi-Fi, and they are experiencing the same problem. I checked the community, and it seems other people are experiencing similar problems. What will correct the problem?
Best Answers
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Good afternoon and welcome,
Your modem diagnostics aren't showing anything abnormal within the logs, signal level and connection history or other metrics we'd look for an issue. Do you see any lights change on the modem when you lose connection? To clarify, with just a computer connected directly to the modem, you still saw service drop at those times? The IP lease on the modem lasts for a week, so losing connection at a specific time twice a day should be unrelated to when that would renew.
If you'd like, you can try exchanging the modem at one of our store locations. Yours is still eligible to be used, but we do have DOCSIS 3.1 devices where your current is a 3.0.1 -
Hi Mo-S and Satch.
To answer Mo_S: No lights change when I had my laptop directly connected to the modem, they were on. And yes, the laptop's internet dropped when directly connected to the modem. I may exchange the modem soon if that's my last resort..
To answer Satch: It drops then connects, drops again and connects, and drops at least one or two more times and connects. I think it takes about 10 minutes before it becomes normal. I believe it drops only for about a minute before it connects again each time. I have rebooted the modem several times already, and it did not help.
I don't know if this matters or not but our modem used to have an internet address of 35.133.230.60, and it worked okay. It now has the address 75.140.211.194. I'm not sure when it changed, but I only noticed it about a month ago when we started to have problems.
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The IP address assigned would be dynamic, so it is possible it can change at renewal, or simply get the same IP renewed. The same thing can occur if left disconnected a while. For the modem exchange, you may also be able to give us a call at 855-707-7328 to have one shipped to you, although the one you have would still need returned.
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Answers
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Welcome to the Community @NeedHelpNow
How long is your Internet out during these 8:36am and 4:36pm disruption times? With this being an exact situation, I would suspect ingress (static in the lines) or something causing a severe drop rate that is bad enough to be causing disconnects. I don't think it's maintenance because Spectrum normally does that during the 12-am-6am nighttime windows so that the least amount of customers are affected. And they would not be doing that at the same times for many months.
I would first reboot the modem and than the router, just to see if there is some bad data that it's picking up on the lines that needs to be cleared. If you have already done that, especially more than once, reply here letting us know, and a moderator will need to look at the signal levels on your modem to see where this breakdown starts, becoming bad enough to disconnect Internet at the above times. The moderator can look at your signal levels and determine next steps. But reboot your equipment first or let us know you've already done that.
Satch
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