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Spectrum Cable Modem Goes Offline Daily Around the Same Time

Zornoff315
Zornoff315 Posts: 2 Spectator
in Connectivity

Recently I lose Internet daily between 6am and 7am and 9am to 930am. The blue light on the cable box turns white/purple and all service is lost for between 10 and 30 minutes. This happened a couple of months ago and it was determined to be on the network side, not my side. We have replaced every line between the cable modem and the pole and have also replaced the modem itself (twice) as well as the TV receiver. The last time this happened (after many on-site support calls) an older technician called his buddy on the network side and it got resolved. Now it is happening again. I work from home and have to rely on Starlink to get work done every morning. All support will do is tell me to restart the router (which I have done before I contacted them) and schedule a tech to come out. They come out, run a bunch of cable tests and tell me my service is up and they will "watch it" haha.

Anyone experienced a similar issue before?

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Answers

  • Tyleen_Z
    Tyleen_Z Posts: 1,063 ✅ Verified Employee Moderator

    Hello and welcome to the Spectrum Community!

    I do apologize for the issues you're having with our service. I was able to find your account using your community login. From what I can see the signals look good going to the modem and the speeds look good as well. I do see some drops in the connection with the modem though so it does not seem to be an issue with your router.

    However our team and in customer service are limited to what we can see remotely which is why we usually will recommend a technician to come out so they can check any physical issues. I see you have an open order for a technician to come out. Let us know if that technician doesn't solve the issue.

    -Tyleen

  • Zornoff315
    Zornoff315 Posts: 2 Spectator

    They've been out so many times and replaced everything between the modem (2 new modems) and the pole. So it's obviously not something on my end. Could the issue be a bad battery on the network hub that causes a reboot during the self test? It happens every day like clockwork between 9:30 and 10 every morning. After about 45 minutes the issue goes away until the next morning.

  • Unknown
    Unknown
    edited May 15
    This content has been removed.

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