Network routinely loses connection to CMTS and broader Internet

strictlyrude27

I've been troubleshooting my Internet for what feels like forever and I'm not sure what to do next. I am a pretty technically-minded computer engineer so my troubleshooting has gone above just restarting my router and modem (although that's certainly what I've done multiple times). Hoping a Spectrum rep can take a look at this (or maybe it's worth flagging with this customer support again).

I've been dealing with losing Internet connection intermittently for months now - typically somewhere between 10 to 60 seconds, but sometimes for minutes or longer. My router is a Ubiquiti UDR7 which is basically brand new (purchased in December of 2025). I replaced my Spectrum modem with a brand new one on 2/26/26 after my old modem showed a red ring, and had a Spectrum technician come to my house on 3/7/26 to reterminate all of the cables in the signal chain (the coax from my modem to my house's main cable drop panel, the coaxes in the cable drop panel, and the cables in the service box that runs to the street) and I am still seeing my internet drop out regularly.

Using my laptop to run traceroute 8.8.8.8, the first hop out of my network is to 142.254.177.93which resolves as int-1.hnbjcaeo05m.netops.charter.com. I've set up Uptime Kuma on my home server (wired to my router via Ethernet) to monitor the following connections by pinging these IP addresses 60 seconds:

* My router (192.168.X.1)
* My Spectrum-issued modem (192.168.100.1)
* The first hop out of my network(142.254.177.93)
* Cloudflare DNS (1.1.1.1)
* Google DNS (8.8.8.8)

I have logs showing daily that 142.254.177.93, 1.1.1.1, and 8.8.8.8 all stop responding to ping at the same time, but my router and modem have 100% uptime since beginning to monitor these IPs. 142.254.177.93 not responding to ping is significant because this is the first hop out of my network, so any traffic getting dropped here obviously won't make it to the final destination.

I'm hoping someone from Spectrum can take a look, is it possible that equipment on Spectrum's end is malfunctioning? With a technician coming out to my house to reterminate all of the cables and a brand new modem + router, I'm at a loss as to how to troubleshoot my issue further.

Edward_T

Hello @strictlyrude27;

Welcome to the Community Forums. I can understand the frustration of an intermittent internet connection. A timeout in a trace route is not a good indicator of an issue. Most Internet routers have security features that limit or block ping/trace commands. This is used to prevent DDOS attacks. I would need to see the full results of the trace route that you are running to see if there is a network issue. I also do not recommend tracing to Google DNS. It is best to trace to a site or server you are connecting to that is having an issue with. This shows the path you are taking to that server.

I analyzed your modem and it is online with no history of cable signal problems. I am also showing that the modem is responding normally. I would like to rule out potential causes to the issue. Have you tried connecting a device directly to the modem with an ethernet cable to see if there is a difference? Are you seeing this when using specific servers or sites? Are you connecting with a VPN? (If you are using a VPN, can you try without it?)