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Why disconnects after recent network upgrade?

jmang
jmang Posts: 2 Spectator
edited February 5 in Connectivity

Since Spectrum implemented upgrades to “enhance your Internet experience” several weeks ago my Internet connection has been dropped 3 times requiring me to reset my modem and router. Before the “upgrades” my connection was dropped so infrequently that I don’t recall the last time it happened. I’m located in Brooklyn, NY.


I need to know what’s going on here. Why am I getting dropped? Does this have anything to do with the aforementioned upgrades, or is there some other cause? What is Spectrum doing (or will do) to prevent future dropped connections? If these service interruptions continue I may need to find a new ISP.

I hope to get some answers from Spectrum ASAP.

Thanks.

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Best Answers

  • Mo_S
    Mo_S Posts: 389 ✅ Verified Employee Moderator
    Answer ✓

    I'm not showing a recent loss of connection to the modem and the signal levels are reporting normal. It looks like there was an issue in the area about a month ago with the modem being offline. Before rebooting, do the lights on the modem appear online? Have you been able to bypass your router and connect directly to the modem?

  • trichomes
    trichomes Posts: 2 Newcomer
    Answer ✓

    this is happening from CA to Ny . They don’t seem care either . I’ve had this problem for a solid month .They either want you to reset your router like it will fix the entire network they messed up or tell you to upgrade your plan. Never had a problem in the past had for 15 years and I’m going to cancel tomorrow. Also when I called to figure this out I was hung up on 3 times cause they didn’t want to have to figure it out . Good luck 👍 fellow humans

  • William_M
    William_M Posts: 1,556 ✅ Verified Employee Moderator
    Answer ✓

    Hi @trichomes, welcome to our community! I'm sorry you are also having trouble with our internet service. Many different things can cause disconnects, there is not just one single issue causing problems across the country. After network upgrades some problems might arise due to old equipment in customers homes or interference affecting frequency ranges that were previously unused. We resolve any issues as soon as possible after they are detected or brought to our attention. Looking at your modem I do see problems with the signal, but I checked out some of your neighbors and they are healthy so whatever the problem is its isolated to just you. I show when you called in we offered to send a technician to resolve this but you declined, if you change your mind and would like to schedule that please let us know.

Answers

  • trichomes
    trichomes Posts: 2 Newcomer

    that’s not true. I have 12 friends with the same problem all in different locations and all started happening at the same time . Say what you will , but I believe there is a saying the customer is always right ?This is a network issue not local . I also used a tracker and it’s on your end . Once it’s upstream from the modem the problem begins . I told tech how to monitor this with nod testing and so on but was ignored .Something has changed I wouldn’t expect basic tech to understand as most don’t even know what latency even is . As stated b4 we know there is no packet loss or speed problem it’s LATENCY. And not equipment either.

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