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Continuous service interruptions in Torrey Highland, San Diego

crcapellsd
crcapellsd Posts: 3 Spectator
in Connectivity


What began as occasional disruptions last summer has now escalated into near-daily service interruptions over the past several weeks. This level of instability makes it extremely difficult to rely on the service, particularly for those working from home. Given the premium price charged, the current performance is unacceptable and falls well short of the reliability standards that were originally promised.
What's the root cause of these issues an when are you going to fix this? After more than 13 years as a customer, I am seriously thinking it's time to switch.

Comments

  • Edward_T
    Edward_T Posts: 564 ✅ Verified Employee Moderator

    Hello @crcapellsd;

    Welcome to the Community Forums. I can understand the frustrations of the service being down frequently. I did see several known issues in the recent history that may have affected your internet connection but I have also see a problem with the cable signals that have been happening on the modem. These drops are not matching up with the times we had known issues. I would recommend we get a technician out to adjust the cable signals in the home. When would you be available for a technician to come out?

  • Unknown
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  • Lyn_T
    Lyn_T Posts: 756 ✅ Verified Employee Moderator

    @crcapellsd

    I am very sorry that this is happening. If there is any kind of signal concern, new equipment may make those concerns more noticeable. Would you like to set up the home visit now? -Lyn

  • Unknown
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    edited April 30
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  • Renee_T
    Renee_T Posts: 1,007 ✅ Verified Employee Moderator

    I understand the frustration. We do not have the ability to enter equipment or service changes orders here from our community. The modem can be exchanged at anytime through your local Spectrum store, or you can request a modem be mailed out to you by calling 855-707-7328 and speaking to our internet team.

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