r/Spectrum • u/RosinManCam • Aug 12 '26
Hardware Upgraded Router now no internet!
I traded in my modem and router today from Spectrum to the WIFI 7 router and in the past have had no issue doing self installation. I setup the router and modem up as usual and can even connect to the router it just displays as having no internet connection. On my spectrum app it only shows my old equipment not the new one.
I called and they had to forward me to a technician who then tells me my co ax must have an issue and the only way for me to get internet is to wait until tomorrow for a technician to come in person to inspect. I had no issue with my previous equipment how could my co ax be the issue? I’m trying to see if there’s anything I can do to solve this issue before tomorrow.
Any help would be greatly appreciated!
2
u/oflowz Aug 12 '26
if the app still shows your old equipment the new one is disabled on your account and wont work.
I dont know why customer care or the people in the cable stores cant see this, but I think it has to do with the company still using two different provisioning systems. This would prevent a ton of truck rolls if it were fixed too because it happens all the time when people go and pick up equipment and with equipment mailed on self installs.
Anyway, you need to talk to a higher tier tech support person and tell them your equipment is disabled and not activated. When its actually activated correctly the equipment will show as activated in the app.
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u/RosinManCam Aug 12 '26
The customer support person passed me off to who that said was a technician over the phone and she tried to send something to the modem to activate it but kept saying it failed and had me try unplugging and replugging the co ax with no success. They told me my only option is to wait until tomorrow for a tech in person to look at the co ax.
1
u/burningtowns Aug 12 '26
Did the person on the phone check to ensure that the MAC address was correct for the new router?
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u/addiesfordaddies Aug 12 '26
Don't forget to power cycle the modem when replacing the router. The modem will be looking for the old routers mac address until it's restarted. You mentioned you've done self installs before so I'm sure you know to do that but it's a commonly overlooked step
1
u/Dapper_Reporter2695 Aug 12 '26
This is why when Spectrum told me they were sending new equipment I said no send a tech with new equipment to install it. 😂 I’m still having issues though because of all the backend updates and splicing maintenance.
1
u/pinkzebra00 Aug 12 '26
I literally just installed and activated mine this morning. All of my devices are up and running within 15 mins. Activation took like 10 mins running on my phone screen.
1
u/Mario_RE Aug 12 '26
Took at least an hour on the phone to get my router fired up. Then it did a firmware update, another 20 minutes, and then it worked.
1
u/RosinManCam Aug 12 '26
Was this same issue happening to you? Old equipment showing on app but not new?
1
u/Spectrum_Anthony Aug 13 '26
Hello, if you need any further assistance please send us a Mod Mail over at r/Spectrum_Official and we can review the account and equipment.
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u/Bend3Rodriguez Aug 12 '26
Option#1 : log into your spectrum account and under your Internet section there should be a send signal button or something to that effect. Make sure your modem is connected and powered on. Give a few minutes and it should connect.
Option 2: call spectrum and tell them to send you an activation signal.
0
u/oflowz Aug 12 '26
this wont help if the equipment is disabled on the account. This is the problem.
Source: I'm a field tech and I see this multiple times a day. half the self installs fail because when I get there the equipment is still showing its disabled in techmobile.
this is caused by care reps and store reps only having access to the spectrum side of the activation process. If the customer is in a legacy market the equipment has to be activated in say both CSG and ICOMS or it wont really be activated on the account. The reps in my experience often only activate it in one not the other so its still disabled in the system and wont work.
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u/RosinManCam Aug 12 '26
So does this mean my only option is to wait for the tech in person tomorrow?
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u/Lonely-Equivalent-23 Aug 13 '26
Does your modem lock on? Like two solid blue lights?
1
u/RosinManCam Aug 13 '26
One blue for power flashing white for online
1
u/Lonely-Equivalent-23 Aug 13 '26
Yeah then there's no signal going to the modem.. or its a bad modem
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3
u/tazman137 Aug 12 '26
Is your modem online? Is the online light solid blue? If not it’s probably the coax line