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Unstable internet connection for an extended period

Vitaly
Vitaly Posts: 1 Newcomer
in Connectivity

Hi there! Could someone please tell me what I should do? The support team either tries to overwhelm me with questions—insisting that, according to their tests, everything is working perfectly on my end—or they threaten to charge me a fee for a tech visit. Here is the situation: I have been using Spectrum home internet via a coaxial connection for about three years. About a year or little more ago, I started experiencing outages: all my devices lose their internet connection for a few seconds every few minutes. Nothing seems to help; this pattern persists for several days, then everything works fine for a few days, and the cycle continues to this day. My entire family has switched to using mobile data and only connects to the Wi-Fi for urgent tasks. I, however, continue to use this terrible internet service and feel completely powerless to do anything about it. Whenever I contact support, they warn me that I will be charged a fee if the technician arrives and finds that everything is working. But that is exactly what happens—they show up when the connection happens to be stable. All I can do is show them screenshots and stability test results. They have replaced my router, but they refuse to replace the modem. The situation remains unchanged. I can neither use the internet effectively nor do I want to pay for a useless technician visit. What is actually going on? If the router isn't the issue, and it's not the Security Shield at work, then what could it be? How can I convince someone to actually fix my problem?

Best Answer

  • William_M
    William_M Posts: 1,593 ✅ Verified Employee Moderator
    Answer ✓

    Hey @Vitaly, welcome to our community! I'm sorry our internet service hasn't been working consistently. Everything looks good from our end, the modem is remaining online and signal strength is healthy. You are certainly welcome to try exchanging the modem at one of our stores. Do you notice any changes to the lights on it or the router when you lose connection?

    If we need to we can schedule an appointment with a technician, charges for appointments are very rare. Intermittent issues can sometimes take multiple appointments, especially if the issue isn't present when the technician tests, but if the issue lasts for days at a time I'm confident we can get a technician there within that period. We typically have same or next day appointments available.

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