wrote:
Our problem sounds identical to yours. If you have time could you share how you monitored your signal? Is that a piece of software or from the modem?
Did the technician state what the problem was?
Please let us know if they get yours fixed.
Years ago I had this issue and the techs trained me in what they do,
1.) You avoid resetting any boxes , modems, or routers for six hours prior to your service call appointment so that the tech can get an accurate reading of signal error codes, which are reset to zero on equipment resets.
2.) The tech comes out to do a signal assessment with his meter, checking both the drop line outside the home and the inside wiring. The drop line brings all the cable services into the home, the tap is the foundation that holds that drop line and wiring together. Signal problems are often related to any of the following:
A.) The drop line
B.)The tap
C.) Splitters on the equipment in the home, that can reduce signal strength by up to ninety percent.
If your equipment is resetting on its own constantly, you can set up signal monitoring for 30-60 days by reaching out to our mod team and sending a PM with your account number here:
If your equipment is NOT resetting on its own but you are having signal issues, you will need to contact Spectrum if you are having TV problems, Internet problems, or phone problems and do the six hour avoiding of equipment resets before the tech comes. Than, he does the check with his meter, inside/outside wiring and will replace the outside equipment OR up the order to System Maintenance. The maintenance tech will generally come out within the week and do the outside work. (See solution post.)
What Customer Service on the phone often doesn't get is that a swap of any equipment will NEVER solve bad signals, line issues, or tap issues. Only a truck roll can expedite a tech related issue. There's four things that phone customer service can do:
1.) Reboot equipment.
2.) Set up service appointments.
3.) Answer general questions about company services. The same is true for any Spectrum Social Media Contact.
4.) Assist with billing questions/credits help. Allow 5-10 business days for credits to process.
CSR agents on the phone are not technicians. Now, this doesn't make them bad people or anything like that, it is simply that the scope of what they can do is generally limited to those four things. But if you have equipment that is constantly rebooting, or is having issues, the above steps can help lead to a resolution.
Satch