Didn't find what you were looking for?


We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.

Consistent Evening Packet Loss & Throughput Collapse - New Smyrna Beach Area (Since 4/30)

robdr
robdr Posts: 2 Spectator
in Connectivity

Hello,

I am looking for help regarding a consistent, time-of-day-based service degradation that began around April 30th.

Prior to 4/30, service was stable. Since then, I am seeing massive spikes in packet loss (up to 60%) and a corresponding collapse in throughput every evening during peak hours.

Observed Symptoms:

  • Packet Loss: Spikes between 11am to 6pm.
  • Throughput: Drops from a stable 500+ Mbps to sub-100 Mbps (and occasionally near zero) during these loss events.
  • Equipment: EU2251.

I have attached a graph showing the 30-day trend. You can clearly see the transition from stable service to the current daily failure pattern starting at the end of April.

Thank you.

network_health.png

Best Answer

  • Mo_S
    Mo_S Posts: 515 ✅ Verified Employee Moderator
    edited May 7 Answer ✓

    Hello and welcome @robdr,

    Reviewing your modem history, there are some concerns that began recently. I didn't see the modem has rebooted recently, so that would be a good start, but you'll likely need a technician scheduled to come out as well. We can set that up here for the first available appointment if you'd like, which you can then reschedule to a time that fits your needs if the first opening doesn't work for you. Just let us know.

Comments

  • Unknown
    Unknown
    edited May 7
    This content has been removed.
  • robdr
    robdr Posts: 2 Spectator

    OK, let's schedule a technician to come out. I would like to schedule them to come out during a time when I'm expericing the issue.

  • Mo_S
    Mo_S Posts: 515 ✅ Verified Employee Moderator

    @robdr,

    The appointment has been scheduled, I did push it into the evening. It can be rescheduled to another time or day by logging into the account online or through the My Spectrum app, or you can give us a call at 855-707-7328.

Categories