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A note regarding upgrades and Network Evolution:
Customers will be notified by their preferred communication method (email or text) when upgrades are available in their area
We expect 100% of our service area to be completed by end of next year
Internet really slow/High Latency/ Packet loss
My area got a network upgrade on 8/12 zipcode 90640 Montebello. After the upgrade the internet became really bad. I already had a tech come out and said my lines were fine, but they are having issues somewhere else. It has been days with constant High latency and packet loss. I even called today and he could see that my latency went from low 20's to high 500's.
When is this going to get fixed, I cannot do play any video games because of the lag and high latency. please help!!!
Comments
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We're sorry to see you're still experiencing a connection issue. The technician submitted a maintenance request to address the concern outside your residence. That maintenance work is showing as completed. We'd need to have another technician scheduled to locate the source of the problem. Let us know if you'd like to move forward with the appointment.
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Could be some compromised shielding somewhere. Could try a visual check of your own cables for good measure. Unscrew them and then tighten them back just a hair more than finger tight to see if it knocks off any oxidation and such and cleans up your upstream signal any.
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I called today and they told me the maintenance has not been completed and its a on going issue with multiple customers. They told me sending a tech is pointless since all my lines are working as they should be and its more of a area problem. This is so annoying since its been on going from 8-12-26 and its now 8-18-26. There has been no progress and I cannot do anything! What is going on with spectrum…..
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@Mobkillz
The information you received in that call was incorrect. I reviewed the call and they were viewing historical incidents, specifically one that had closed days prior. There was no active issue at the time, or currently showing. If you'd like us to set up a new appointment, please let us know.0 -
What's the point of a new tech appointment if the "area upgrade" is causing a problem. Why waste a tech's time if they are going to tell me the same thing. I just want to know why spectrum is hiding the fact that its their own problem causing this and not admitting it.
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These upgrades are a layered process. New hardware, changes in channel widths and repurposing certain frequencies. In some cases, new lines/pedestals are being brought in as well—and not all of it is the normal coax at that. In the end, most everyone is dropping at least 2 upstream channels in the v3.0 space, moving to the more robust and faster channels in the v3.1 space.
If the lines are not "clean" you can get a high error rate which can cause slowdowns—or even a fallback to the 3.0 standard that now has reduced upstream capacity. Lots of things can cause signal leakage and interference. These things can take time to identify and address. May not even be Spectrums issue... could be a bad power transformer flooding a line with noise. Another utility could have been doing maintenance and knocked something out. Storms, accidents, flooding... all manner of root causes.
I was without internet for almost a week myself because bad storms came in the middle of everything. Not just degraded performance—it was knocked out completely until I could get techs on site. Even then it was poor performance for about a week because they routed me down to the south end of the state while working on issues along our normal paths in the upstate.
Barring a known problem already existing upstream from you, Tech visit is usually an ideal place to start. Isolate the local hardware and lines to the pedestal, then they can escalate to a higher tier.
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Hey there!
We absolutely apologize for the frustrations and want to assure you that we hear you. I can confirm an upcoming appointment scheduled to get eyes on site and investigate this matter further. You can view this information via the My Spectrum app and reschedule as needed. Please reach back out if you have any additional questions or concerns. We are here for you 24/7.
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