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Technician just left after installing new equipment and now my internet is dropping
Spectrum has been on me for a while to upgrade my equipment. So I bought a MG8702. Problem is I couldn't loosen the coax cable from my old Netgear equipment so Spectrum said they'd send someone out.
The technician comes, says the new equipment is good but he needs to install a splitter because the signal is too powerful. He activated my equipment, verified it worked (it did) and left.
10 minutes later I lose internet. Then it comes back 2-4 minutes later. And this happens for 2 hours. Then I realize he used the Netgear power cable with the new Motorola so I fixed that and prayed. That got me a good hour of internet. Then it started dropping again.
The next technician can't come until tomorrow. In the meantime I've spoken to customer service folks who tried to get my old equipment back up and running (but can't because it's not compatible, ugh), then had me remove the splitter, and reconnect the new Motorola device. I was able to connect. And 10 minutes later it dropped again.
I have very specific logs that the Motorola device gives me and when I google some of the terms, it seems I do indeed have a problem….but no idea how to fix these. And since it's a 3rd party device, Spectrum doesn't give a s*$t.
The events I'm seeing in the Motorola logs are as such:
- SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing (quite a few of these)
- No Ranging Response received - T3 time-out (just one of these)
- Started Unicast Maintenance Ranging - No Response received - T3 time-out (a few of these)
- Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
- Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
- Missing BP Configuration Setting TLV Type: 17.8
- TLV-11 - unrecognized OID
- DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2
Answers
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just got dropped again. the initial event seems to be:
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2
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Hello @Kateylynn4 and Welcome to the forums!
When Spectrum encourages you to upgrade your equipment, that always means that they want you to rent new equipment from them. I have been with cable since 1985 and cable Internet since 2007. I would strongly encourage you to have your tech install a Spectrum modem. I don't mean this to sound like a sales pitch, but by keeping your equipment all Spectrum, it can reduce headaches like what you are experiencing above. I hope you will be able to return that purchased equipment.
Have your tech install the Spectrum modem/router combo and test that out, they won't touch any equipment that isn't there's. Over the years, there's been a consolidation of equipment from cable and streaming providers around the country. The cable/streaming boxes, voice services, mobile devices, are becoming more and more integrated with each other. Purchased equipment that is not rented by the company used to be more forgiving, but now, because all of this equipment and signals are integrated very closely, stuff that isn't a company monthly rental is considered a bottleneck in the system.
You could try unplugging everything for several minutes and reconnecting. This can help with hardware and software updates. Best bet is to have your tech install a Spectrum rented router and modem tomorrow so that they can have control over the network. Sometimes it can take a couple visits to get to the root of an issue. There should be notes on the account from the first tech's visit so this hopefully will be a follow-up call. But yes, rent a modem/router from Spectrum.
Satch
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