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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

My viewing area changed after maintenance outage

Blokhed
Blokhed Posts: 2 Novice
in Connectivity

My area has a planned upgrade outage 2 nights ago. Then service got restored my IP is registered well outside my viewing area for streaming TV. I now get the local channels for Charlotte NC and should be getting them for Greenville SC. No I do not use a vpn. Who fixes this?

Answers

  • Unknown
    Unknown
    This content has been removed.
  • William_M
    William_M Posts: 1,805 ✅ Verified Employee Moderator

    Hi @Blokhed, welcome to our community!

    IPs are not reserved to a specific area. Third party services use many different factors to guess your location, we have no control over it. When using the Spectrum TV app it recognizes you are at home regardless of the estimated location of the IP and will provide full programming. Other streaming services may use that estimated location to verify if you are at home, you would need to contact support for that service if you have any trouble with it. We are not able to force an IP change or correct that estimated location.

  • RAIST515O
    RAIST515O Posts: 343 Contributor
    edited September 19

    Sometimes the system needs to shunt you elsewhere for a short term for various reasons to keep you online. More common when major issues crop up. We got a new pedestal with the high-split upgrades and was pushed through the lower part of the state for almost a week.

    Can try fully powering everything off for a while, and start powering on from the wall out... let the modem fully boot before any separate router or connected system, etc. If 10 or so minutes down doesn't trigger a "reset", can try leaving it down an extended time like overnight and/or while everyone is at work/school to see if it skips automatic renewal (tends to reissue the same config if already online when the timer expires).

  • Blokhed
    Blokhed Posts: 2 Novice

    Thank you, that actually makes a lot of sense. The outage we had was for service upgrade so shunting elsewhere fits. I happen to be upgrading my gateway today so I'll give it a shot and leave it down for a little bit.

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