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Something doesn’t seem right

SMKMMMSMKMMM Posts: 6
in Connectivity Jul 21, 2018

Single family home

Green Bay, WI

400 Mbs / TV / Voice

Arris 1602a

Sagemcom fast 5260

 

Hi All,

We recently switched from AT&T to spectrum to take advantage of the higher speed internet.  However, I’m experiencing a lot of lag playing Xbox and slow WiFi speeds while streaming or surfing the web.  Unfortunately, the Xbox is on WiFi but the slowness & lag is worse now than it was on AT&Ts 50mbs plan.  I was planning on purchasing a CM600 and switching out the router and possibly set up a MoCA network but still on the fence..  I’ve read some poor reviews on the 1602a so I was going to call the local spectrum store to see if I could swap modems before making a purchase.  Screenshot of modem status:

 

1BC774E7-5EC0-4036-B7E4-39AB3EC357B2.png

 

Is this normal? Any additional info or troubleshooting I can provide or do on my end?

Thanks in advance!

Comments

  • SMKMMMSMKMMM Posts: 6
    Jul 21, 2018

    Event Log:9555D245-CDFE-4CF5-A382-BAF806B67B6C.png

     

     

     

  • karlbeckmankarlbeckman Posts: 2,206 ✭✭✭✭
    Jul 22, 2018

    That's because something is wrong with the cable network in your area.  Specifically, those RCS Partial Service messages mean that your modem is repeatedly losing signal on at least one of the assigned DS (downstream) channels for several seconds at a time. 

    Right now you need to call and make an appointment for a visit by a home service tech.  If he can't find the problem inside your home he will probably need to call in the bucket truck cavalry, which may take a couple more days to schedule. 

  • reds91185reds91185 Posts: 2,452
    Jul 23, 2018

    Just to add...this is not a problem that a new modem will fix.

  • SMKMMMSMKMMM Posts: 6
    Jul 24, 2018

    Spectrum sent out a service tech but didn't think there was anything wrong with the network.  Not sure if he checked the lines, box, or anythink outside of the houes.  He ended up swapping out the router and said that should solve the issues.  I'll check the modem status and event log this afternoon and share the results.

    Thank you!

  • reds91185reds91185 Posts: 2,452
    Jul 24, 2018

    He swapped the router or the modem?  If the router...he just wanted out as fast as possible or was late for his next appointment.

  • SMKMMMSMKMMM Posts: 6
    Jul 24, 2018

    Just the router..  Switched out the Sagemcom [email protected] 5260 with the "Spectrum Wave 2".

     

    I mentioned I planned on replacing the router either way.. I'm not sure how a router would impact or have anything to do with signals the modem are receiving/pushing anyway??  He plugged the modem into his handheld and said everything was running as it should and the reason for the spotty, intermittent service was a router issue, not modem or network. 

  • reds91185reds91185 Posts: 2,452
    Jul 24, 2018

    I'm not sure how a router would impact or have anything to do with signals the modem are receiving/pushing anyway?? 


    It wouldn't.

     

    Have you tried bypassing the router and direct connecting to the modem to see if you still experience the disconnects?  Intermittent problems are the hardest to detect and resolve. Just like a strange noise in your car...when you take it to the mechanic but the noise isn't happening at that point and the mechanic says "bring it back when you hear it again."

  • SMKMMMSMKMMM Posts: 6
    Jul 24, 2018

    Hah, great analogy!

     

    I have but it was very breif.. just ran a speed test when the tech left.  I'll try it out this afternoon when I check the status/event logs and report back.

    Thank you for all the help!

  • karlbeckmankarlbeckman Posts: 2,206 ✭✭✭✭
    Jul 24, 2018

    Sometimes it goes the other way though.  "You're going to need a new ECM module and a new transmission." 

  • ana19ana19 Posts: 11
    Jul 27, 2018
    I have the same service's but i upgraded from 100 to 400/20mbps i only have Internet service and Arris tm1602ap2 is from 2014. If you check amazon or spectrum videos they use an Arris Sb6831 and router Sagemcom 5260 with blue lights not green. I called as well and the supervisor refused to give me different models. And the Sagemcom adds everyone on a static route. Dhcp is greyed out there's mutliple ip address which they don't want to fix.
  • SMKMMMSMKMMM Posts: 6
    Aug 04, 2018

    Sorry it took a bit longer to provide a status update but it looks like the router swap didn’t do the trick...  still spotty WiFi, lag, sluggish/slow speeds and the tv now seems to pause or freeze.

     

    im assuming I’ll need to call spectrum again and tell the about the RCS Partial Service and get a tech back out here?

    00E40511-A5F1-467E-85F6-B0AE11BE3DE4.pngF8920481-3F34-44F9-B883-A671774A77F3.png

  • Julia_RJulia_R Posts: 4,186 Lead Mod
    Aug 04, 2018

    @SMKMMM

     

    Yes, if you are seeing RCS service fallbacks we would want to get someone out

    to investigate that. 

     

    You can call in to have that done 1-800-892-4357 or contact our

    Social Media Customer Care Team directly at 

    Twitter: @Ask_Spectrum
    Facebook: https://www.facebook.com/Spectrum

     

    If you do contact our Social Media Customer Care team please reference 

    the link to your post here.

     


    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

This discussion has been closed.