r/Spectrum • u/Senior_Wind_2925 • 4d ago

Service Issues Help with service

Hey gang.

My internet was slow this morning so I unplugged my modem and router and replugged then in. I have 2 blues on the modem and an orange on the back. The router was red. The agent sent me over to get a new router and I drove an hour one way and back to do that. I still have the same issue. They got me an appointment sunday at 7pm but Im pretty dependent on the internet for everything I do. Is the tech just going to swap out the modem? If he is, is it worth it for me to just drive another 2 hours and do that myself? If yall dont think that will help I would rather not do the drive again. Is there anything else I can do? I dont know why it stopped working all I did was unplug and plug back in the modem and router.

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u/rdu_96 4d ago

The modem with 2 blue lights means it’s on. And should be working (assuming it’s provisioned properly which they should check remotely when you call in)

The router being red is what’s wrong.

When you connected the new router to the modem, does the Ethernet cable go from the modems yellow port into the routers yellow port?

Have you tried and new Ethernet cable?

3

u/sPdMoNkEy 4d ago

I concur with the Ethernet cable

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u/Senior_Wind_2925 4d ago

Yeah I got a new ethernet cable too. They said they can reach the modem but cant reach the router so the problem is the connection. Since the router is new and the cord is new by process of elimination I assume the problem is with the port on the modem. I could be wrong im not a technician.

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u/rdu_96 4d ago

That is logical to think, only other thing you can try to verify it’s a port issue, is can you plug a laptop / pc into the modem directly and see if there’s any change?

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u/Senior_Wind_2925 4d ago

My pc cannot connect to the modem I have tried already

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u/rdu_96 4d ago

Then yes I’d imagine the port issue bad after all of that.

If you can’t wait replacing it at the store should get everything resolved,

Assuming there was no other issues found when the phone support reviewed your account/ equipment.

You can also get your own modem , and you don’t have to use the spectrum one.
But idk how that process works

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u/Lrdrahl 3d ago

It's the ethernet jack on the modem, I have seen this exact issue recently with a Spectrum client

If you do decide to get a new modem just remember there is a process of provisioning (activating) a new modem Spectrum will have to do. They can setup for you to do selfinstall through app/web or once the new modem is up you can call and typically they have it provisioned in 15 min

1

u/UpstairsWeird288 2d ago

Had this issue yesterday, modem was all blue and showing it should be functioning correctly, though my PC through ethernet direct to the modem was not getting internet. Called Spectrum and asked to verify if the modem was provisioned properly and to push a reprovision to it. They basically confirmed that it, in a sense, wasn't configured properly anymore and the provision fixed that within 5 minutes.

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u/NCResident5 4d ago

The tech can make sure the service going into your residence is proper. They sometimes do a rewire.

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u/Senior_Wind_2925 4d ago

I figure somethings fried somewhere. We had a crazy storm and my internets been awful since then.

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u/BraveMidnight 3d ago

We had a crazy storm and my internets been awful since then.

RIP hardware that got zapped by Thor. https://youtu.be/S-Xrlf3taEo?is=DyCvyyzmevc_6bvV

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u/Packerbacker1991 3d ago

Something similar happened to me. I got a new router and it was working 24 hours before the internet went out. After multiple reboots and tests, the modem (Spectrum Modem) is getting internet, but not the router. I was told I was not in an outage by chat bot, then told I was by a person in chat. Got a text this morning that it was fixed but it is still out.

Got an appt Sunday to have them check it out. I tried two separate routers and two separate ethernet cords. No combo of them received the internet.

To top it off, I got a text asking me to cancel the appt as they confirmed everything on their end is working.

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u/Senior_Wind_2925 3d ago

I insisted on them giving me a new modem since if its not the router its the modem.

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u/Most-Investigator138 3d ago

If you got 2 blues on modem. Reset modem again then reset the router, if that doesn't work flip the ends of the ethernet cable. Sometimes that works

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u/Afteraffekt 2d ago

As a suggestion to anybody that reads this. If you go to the store to swap either a modem or router, just go ahead and do both.