Network Upgrade FAQs?

RetiredCSR
RetiredCSR Posts: 2 Novice
in Network Evolution

Spectrum customers in 46227 are receiving communications about a "a major network upgrade," and several in my community are turning to me, a retired Bright House Networks CSR, for explanations. I haven't yet found a FAQ page that provides their answers. Are y'all replacing hardware at the headend, in the nodes, or all the way to the poles? Or is this a software upgrade at the headend? Thanks for any info you can provide.

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  • HT_Greenfield
    HT_Greenfield Posts: 1,440 Contributor
    Answer ✓

    As the essential answer to the only really frequently asked question on this topic is found in the banner note up top of this and every other discussion under this topic, i'd just tell them what you think "a major network upgrade" implies, based upon your previous experience, and that you don't work there anymore but that's just me. I'm an unfrozen caveman.

  • William_M
    William_M Posts: 1,845 ✅ Verified Employee Moderator
    Answer ✓

    Hey @RetiredCSR! There's no FAQ for the network evolution but I can forward feedback about that. Work is being done node by node but it could include replacing hardware at any point from the headend all the way to the customers home. Some common questions would be if you can use your own modem (you cannot,) if you need a new modem (possibly if you have an older model,) if there is an extra fee (there is not,) and how will you know when it is ready (notifications are sent via text or email based on your notification preferences.) Are there any other questions you are frequently being asked?

Answers

  • RetiredCSR
    RetiredCSR Posts: 2 Novice

    One basic question neighbors ask: will service/connectivity go down during the upgrade? Does it affect all Spectrum services (TV, phone, mobile, HSD) or only HSD? For example, I have a volunteer job that relies on connectivity for my laptop. Will I need to relocate to the nearest coffee shop to get my job done?

    The upgrade has been rescheduled once already, now it's scheduled for 10/26/26. Some of us want and need to plan ahead if upgrade means "service interruption".

    I'm also thinking about all the business customers that surround our apartment complex: light industrial to the north, university to the south. Do they have more info than we residential customers have received? All in all, corporate communications have been cryptic and incomplete at best. Thanks for shedding light on the subject.

    I've tried to encourage neighbors not to panic, mobile won't go down. But my little employee of the year memorabilia from Bright House can't generate a knowledge base that's non-existent LOL

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