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A note regarding upgrades and Network Evolution:


Customers will be notified by their preferred communication method (email or text) when upgrades are available in their area
We expect 100% of our service area to be completed by end of next year

LEGACY EMAIL KNOWN ISSUE


There is a known issue accessing legacy email accounts on email clients, including Microsoft platforms
Our engineers are aware and working on a fix, there is currently no ETA for the issue to be resolved
No additional examples are needed and there is no need to create a new post
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Solid (on) front panel lights do not necessarily mean the modem is working properly

jmcnabb
jmcnabb Posts: 1 Rookie
in Connectivity

I had a problem with my internet dropping out randomly. After a few minutes it would come back on. Spectrum said because the lights on my modem remained solid during the outages there was nothing wrong with the modem. Come to find out the lights on the front of the modem only monitor the link between the modem and Spectrum, not the quality of the connection between the modem and the router. After troubleshooting my router with TP-LINK tech support they claimed there was nothing wrong with the router. Frustrated I swapped routers and cabling and the problem remained. I still had random internet drop-outs. When I swapped out the modem the problem went away. There was something wrong with the modem even though all indications were that it was working (lights and tech support). I just wanted to relay my experience. Peace.

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Comments

  • William_M
    William_M Posts: 1,778 ✅ Verified Employee Moderator

    Hey @jmcnabb, welcome to our community! Sorry you had trouble with the internet dropping, but great to see you were able to get it fixed. While the lights can definitely provide useful information there can still be problems even if the lights show everything is good, and vice versa. Using your own router does complicate troubleshooting, we might be able to see the modem is online and communicating with us but won't have any way to check its connection to the router. In the future if you have a similar problem I'd recommend connecting one device straight to the modem with an ethernet cable, reboot the modem, and check if you have the problem that way.

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