Signal problems for YEARS. Plz Help!
I've been a loyal TWC/Spectrum customer since the late 90's. Have had signal issues for over a decade and I'm extremely frustrated.
tldr; Cable Modem will drop connection and/or have lag spikes. Certain TV channels that are more signal level sensitive will be blank (Unavailable, try again later msg) or will pause/look scrambled.
Technicians come out once or twice a year to "fix" this. Each and every time (over a decade mind you) they say the problem is outside the house and its the signal level.
During the TWC days a very good technician told me what the problem was. He said it was the Thermal Gain Control in a box that handles several residences on my side of the street. He said they never have this problem on the other side of the street. He scheduled maintenance to come adjust the signal level and all issues were fixed until the weather changed drastically. In the winter the signal is too high, summer signal too low.
Under TWC they would come adjust it no problem. Now with Spectrum things have changed. They too say there's a signal problem outside the house but WILL NOT ADMIT its the thermal controls on their box!
Instead of calling maintenance to adjust their box they put an amplifier in when the signal is too low. It's ok for a time but not as stable as when TWC adjusted their box. When it gets cold the technicians say "Whats this amplifier doing here? It's causing the signal to be too high!" They don't care when I tell them about the thermal gain and remove the amplifier.
So when the weather changes guess what? A technician says I need an amplifier to "balance out the signal". They have added and removed the amplifier a bunch of times now. One technician even told me the thermal gain isnt in a box and I didn't know what I was talking about!
I only had one good Spectrum technician who took some extra time to investigate. He inspected the cable lines outside the house and told me they needed to be replaced. He set up an install team (contractors, not Spectrum employees) to come. When they got here they said "What are we here for?".
I was shocked they didn't know and explained from the top. Guess what? They said Spectrum would need to break into the walls to replace the lines and they are not in that kind of business. They looked at my lines and disagreed with the Spectrum technician saying there is absolutely nothing wrong with the cable lines. So it was back to putting in and taking out the amplifier!
Currently the amplifier is in. My cable modem is dropping connection or lagging in the morning and seems more stable when it gets hot outside. I'm tired of calling Spectrum since it does no good.
Please please, someone offer advice on how to get Spectrum to finally fix this mess. And I'd love to know the full truth about those thermal controls. Either TWC or Spectrum has lied to me or they simply don't want to do an expensive fix to whatever box is causing this mess.
Here's info from my modem right after a lag spike. It happend around 9:50 am and was in the 70's outside.