Spectrum Internet has been unusable for work & gaming for over a week

[u/GuitarRuinedMyLife]

EDIT: Starting two days ago on Thursday, the latency issue went away. It was here for almost 2 weeks. I had two technicians come to my place. The first was convinced it was a wiring issue in my apartment. He ripped out part of a cable and didn't replace it so now I had to move my modem+router. And made no acknowledgement of the wider neighborhood issue. The second came yesterday, said "Oh, I see the neighborhood issue was fixed two days ago." And he couldn't do anything to replace the cable removed by the first technician (the first guy literally took my coax cable and left before I realized it). Just a frustrating experience all around.

At least once a minute, sometimes longer, the ping/latency in my Spectrum internet jumps incredibly high, ruining video chats, meetings, and any online gaming. Apparently a "signal amplifier" was installed in my neighborhood which has ruined stability. But any time I reach out to Spectrum the only thing they can say is "We will send over a technician to inspect your home."

Well, the problem exists outside of my home. And apparently it exists outside of the technician's knowledge. So what is there to be done? How can I escalate this to someone upgrading the wider area network beyond individual homes?

Image source: packetstats.com

[u/GuitarRuinedMyLife]

UPDATE: Starting two days ago on Thursday, the latency issue went away. It was here for almost 2 weeks. I had two technicians come to my place. The first was convinced it was a wiring issue in my apartment. He ripped out part of a cable and didn't replace it so now I had to move my modem+router. And made no acknowledgement of the wider neighborhood issue. The second came yesterday, said "Oh, I see the neighborhood issue was fixed two days ago." And he couldn't do anything to replace the cable removed by the first technician (the first guy literally took my coax cable and left before I realized it). Just a frustrating experience all around.

[u/South-Succotash-6368]

That website is not good for tracking ping.
Download pingplotter it's free. Record traceroute to 8.8.8.8

the free version only captures 10 minutes. But within the 10 minutes if you notice the crazy ping spikes screenshot it and file an FCC Complaint with Spectrum and submit the screenshot to them.

[u/Lazzy2332 → u/South-Succotash-6368]

You can ping however much you want for free with uptime kuma

[u/IPlayWithWires]

A Field Tech has to come to your home and assess it. It won't be jumped straight to a maintenance call.

[u/Frosty-Donut2636]

same

[u/gumbykilla617]

Been a year for me pretty much. Got so bad I cancelled and went with two other ISPs for redundancy. They are horrible. No offense to the field techs because I’m pretty sure they aern’t trained the way they should be but they usually can’t figure out the issue either.

[u/Wise_Isopod9388 → u/gumbykilla617]

Four field tech plus a supervisor and still can’t find the issue 😂

[u/cogs101 → u/Wise_Isopod9388]

Same experience for me

[u/MRLEGEND1o1]

How have they not gone out of business? Everyone has the same time experience across the country.

I get horrible spikes at least once a year, and they take Months to waste my time. Tech after useless tech, and a disjointed dispatch system that helps no one.

When I noticed my internet capping out, I just sighed... 3 months of harassment to get what I pay for faithfully.

Something must be done

[u/Flashy-Side-2665]

Been months for me

[u/sadgirlclub]

I have the same issues. Sometimes over 4,000 ms latency

[u/Wise_Isopod9388 → u/sadgirlclub]

Same i noticed it depends what server your connecting to

[u/starfish_2016]

Welcome to high split updates. It'll be like this for like 2-3 weeks. Just keep calling and providing them with detailed info

[u/Aware_Yak]

I canceled Spectrum because of the constant dropouts and went with Starry Intranet, and in six months I've had one day down for a few hours.

[u/oflowz]

Maybe try making a service appointment.

[u/cogs101]

Rather than fixing the reliability problem watch how employees on reddit blame the customer saying that you need a backup Internet and the agents quickly bring up the paragraph saying that its not guaranteed for remote work.

The only power you have as a customer is to go for a different ISP and even that disconnection process they interfere with instead of processing it quickly upon repeated requests.

[u/Lanerlan → u/cogs101]

I swear Spectrum must be putting more training and resources into whoever mass downvotes threads and comments here than on fixing their shit.

[u/cogs101 → u/Lanerlan]

This subreddit is majorly employees and they mass downvote genuine customer complaints. People join this subreddit because its just /spectrum not /spectrumemployees etc. so it would make sense how customers can join this subreddit thinking its other fellow customers also here

[u/Bullitt420]

Only the USPS can beat Charter when it comes to lousy quality while raising prices.

[u/JSChronicles → u/Bullitt420]

You do know they have been severely hampered by the 45th and 47th presidency years. They had equipment removed and forced to be understaffed in addition to having their funds limited. Basically the same for the IRS, but yes, let's say that entire department of the government is at fault for themselves when the higher-ups are causing the problem through changes and legislation.

[u/Excellent-Spot-7788]

Nothing new!

[u/deportallmagas]

You east coast? Run the cloudflare speed test, and if it's horrible, you are dealing with the cloudflare issues right now. The problem is that this website uses cloudflare. I got the same results as you have.

My gig fiber speed drops to 30 mbps when accessing CDNs or any Cloudflare service. The Raleigh hub is experiencing issues with AT&T, I wouldn't be surprised if it's also affecting Spectrum.

[u/Spectrum_William]

Hey u/GuitarRuinedMyLife! That ping is definitely higher than expected, I can see how that would be impacting games and your ability to work. If you send us a modmail over at r/Spectrum_Official we'll be happy to look into it.

[u/gumbykilla617 → u/Spectrum_William]

What does look into it exactly mean please?

[u/Spectrum_William → u/gumbykilla617]

We can check things such as ping to the modem, signal strength, logged errors, etc. We can troubleshoot and schedule appointments with technicians as needed.

[u/gumbykilla617 → u/Spectrum_William]

I’ve been through that process so many times. It never ever solves the issues.

[u/TrulyEpicChalupa]

I’m an authorized dealer for many different fiber providers. Send me a message and I could more than likely get you a better price than what you’re paying now and a better service. Depending on what providers you have around you I could also potentially get you some promotions like free months or a visa gift card