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No internet in Marlboro NY
Last weekend, Spectrum started sending "Spectrum Upgrade" messages in my area for the period 10/5 through 10/10. The messages stated we would experience service interruptions during the overnight hours. Sure enough, for most of the week we'd lose service randomly between 11PM and 8AM, but everything would come back before 8AM.
Then on the morning of Thursday 10/9 we stopped getting IP addresses over DHCP. The modem is connected, tech support can see it, signal levels are good, but no IP. It is now Saturday morning and no improvement. This isn't isolated to just me; many users have posted in community forums that they are in the same situation.
Spectrum.net says "An outage is interrupting service in your area" and gives a restoration time about three hours in the future. And every hour, the restoration time gets moved back another hour. It's now been 66 hours with no service, and it's affecting numerous households and businesses in my area.
Now we've all started getting a second round of messages, promising the same thing from 10/12 through 10/18.
Can someone explain what is actually going on here? I understand network upgrades sometimes require taking down equipment, but no internet at all for three days and counting is excessive.
Comments
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Hey @apdebecker! I'm sorry our maintenance work has caused so much disruption. I do see there is maintenance work being completed at the moment, it's scheduled to take place between 10/5 and 10/18 and could extend outside of the normal 12-6 AM maintenance window. There was also an unplanned outage on 10/10, I was able to provide credit to cover your service charges for that day.
While the maintenance work takes place over an extended period, it should not cause you to be offline the entire time. From my end I only see your modem going offline a few times for short periods, but as you stated has mostly been online with healthy signals. There may be something wrong such as incompatible equipment like an amp, or that your modems are only D3.0 and not an approved model. While I'm not confident that's the cause of the current issue, I'd still recommend using a Spectrum modem instead which we can provide at no cost.
I understand this is pretty basic, but since the modem has been online just not giving out an IP I'd recommend double checking the ethernet cable from your modem to the router, rebooting just the modem first by removing the power cord for 30 seconds, then once it comes back online reboot the router. You could also try connecting a device straight to the modem with ethernet, bypassing the router completely, and then reboot the modem to see if you get internet that way. If this doesn't help and you still don't have internet once the maintenance window is over, please let us know and we can get an appointment with a technician scheduled to come check things out.0 -
@William_M thanks for replying. I have done the reboot / power cycle dance with my modem and router a bunch of times, and nothing has changed about my equipment in a long time, so nothing like an amp or anything like that. And, as I said, there are many other customers here in town reporting the same issue, so it's not isolated to my house.
The modem I have is a MB7420 which is DOCSIS 3.0. It has worked with my Spectrum service without issue since 2016. Has the network changed in the past few days in a way that would make it no longer compatible?
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Yes, we are making changes to our network which could cause new incompatibilities. This is why there is so much maintenance being completed. That modem was an approved model at one point in time but was removed quite a while ago, you are welcome to keep using it for as long as possible we just can't guarantee it will work well on our network. 9 years is beyond the expected lifespan of a modem, and it's manufacturer date is likely even older. It could just be that the frequent turning on/off over the last few days was the final straw in the bucket for it or something else.
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@William_M so this is interesting. I took your suggestion to connect my PC directly to the modem and rebooted the modem. When I did this, I still did not get an IPv4 address from DHCP. However, I did get an IPv6 address. And it works. I can browse the web and use any app that is able to work with IPv6. So we know there is nothing physically wrong here, it's a network configuration issue.
I reconnected my router and enabled IPv6 on it, and same thing happens. This unfortunately isn't very usable since many devices don't work with IPv6.
Could someone look into why/how this is happening?
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I don't see any issues with the modems provisioning. The maintenance work is still ongoing and could be causing some impact, but if it's still not working later in the day please let us know and we can schedule someone to come out, or you could pick up one of our modems at a Spectrum store.
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I understand the modem is provisioned correctly, but is there a way to check the network itself? The fact that many others in town are having the same issue tends to point to a wider problem.
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(Not to mention the fact that the Spectrum home page has been giving the "An outage is interrupting service in your area. We expect to restore service as soon as possible" notification since this started)
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I'm sorry, it does look like there is an alert for a service interruption in your area now which technicians are working to resolve. I'd still recommend switching to a Spectrum modem so you don't have issues once the upgrades go live.
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The outage finally resolved Saturday mid afternoon. DHCP started working normally here, and people on the community forum were reporting their internet was working again.
Once this update settles down I will go get a new modem from Spectrum, since as you point out mine is really past its use by date. Hopefully I can get another standalone modem, I really like having my own router.
Thanks for your patience as I peppered you with replies through all this!
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It's my pleasure, thanks for following up! I'm glad it's working again. It definitely looks like the maintenance work had more impact than it was supposed to. We don't use combo modem/routers anymore, so you will certainly be able to get a standalone.
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