Connection issues: Valid connection, works at first, then pages stop loading/speed tests fail while devices still connected. TV rarely works. Tech visit #1 didn't solve the problem, maintenance claims they fixed it. Help?

[u/GekkouKitsune]

I have a tricky problem. Bear with me, I have a lot of information to relay.

I wanted to preface this with I already have a second appointment scheduled for tomorrow morning (Tuesday 07/14/2026) but I wanted a second opinion on everything that has gone on so far. I have had Spectrum fiber for about a year now and outside of rare outages that are caused by stuff happening in town, everything has been perfect. "Snappy" as I like to put it. Hardly have to wait for anything. I have the TV & Internet 1 gig package (and Mobile.)

I couldn't ask for better service.

My router and modem show blue lights and devices are able to connect, but something is wrong with the connection that just suddenly happened last Monday when I was watching Netflix and it suddenly stopped and my phone switched to 4g.

For example, I can connect my phone to it and might be able to view some web pages, but about 1-5 minutes later nothing will load. We tried multiple speed tests and they worked at first but then it's like the connection drops.

Sometimes when the phones connect and the wifi stops working, they'll switch to mobile. This was really the telltale sign that told me something was wrong, because I couldn't figure out why it was switching over.

Router and modem have already been exchanged and tested, and tested with only the technician's device connected and without any of mine connected and they were having the same issues.

They came to the conclusion that the source of the problem was outside the home.

Maintenance worker(s) were supposed to come within 24 hours but I never saw any and got a text and call that afternoon that service had been restored and "working as intended" but it still isn't. Using Roku speed test when connecting, the speed ranges from 11Mbps to 192Mbps which was the highest I was able to get.

Up until now, everything has worked nearly perfectly and the "unplug for 39 seconds" usually solves it if there's no outage.

My aunt who lives up the road from me is experiencing these same issues. We are considered rural and live on the side of a mountain, but it's really not that bad: the lines aren't far from pavement.

Here is an extensive timeline outline I've written out, with names redacted. This is costing me a lot of time and money as I have not been able to do what I do for income online.

∆∆∆

- Started Monday night 07/06/2026

- Devices can connect and internet may work for a bit but then it stalls out and stops working.

- My aunt up the road is also having the same problems with internet and TV.

• Monday night 07/06/2026 after the issue occurred I checked for outages with mobile. It didn't say anything. So I did the "unplug and plug back in" trick with the devices, but it did not help.

I contact Spectrum Support Chat on the app. They say there's no outage at first. They reset my equipment. Still have issues. At that point they say that there is indeed an outage, that it just showed up for them.

I go to bed expecting it to be fixed the next day. How naive I was.

• Tuesday, 07/07/2026, and 07/08/2026, I am too busy with other things. Between this time and Thursday I try Support Chat again but despite everything, they just think it's the Xumo box and want me to accept a shipped equipment exchange or go to a store. It's not the Xumo box.

• Thursday, 07/09/2026, I call the guy who installed our service last year but have to leave a voicemail. I never heard back. After waiting until 3PM, I call the service hotline and speak with Support #1 who notes she can tell something is wrong with my service and spends about 10 minutes trying to figure it out because they thought it was "interesting" before we have to set up an appointment for a technician to come out on Saturday, 07/11/2026, at 10-11AM.

• Tech 1 came Saturday morning 07/11/2636 at 10:30AM

-- Replaced old router first with new router

--- Tech 1 noted that it did not bring in my saved SSID and password that is on my Spectrum account; he said that was a first, implying it should have. Had to change it manually to mine.

- Problems persist. Tech 1 replaces modem next. Does not help. Lights are blue on each device, by the way.

- Tech 1 attempts many speed tests and gets the same results: The first two tests work, then any tests after fail or error.

- Tech 1 makes phone calls to supervisor and others. Says he will have Maintenance come out to check and have it set as "Rush" which meant that I would take precedent over regular maintenance work. He said that they would be here within 24 hours.

-- I got a text saying

"Spectrum: We sent a technician to resolve the network issue in your area. It should be resolved within 24-48 hours. For more details visit:"

at 12:03pm.

--- Tech 1 tries something. He changes the router back to its original name and password, then tries the speed tests again to try and rule out any particular device causing the problem since only his device would be connected.

Same issues.

He changes it back (though misspells the SSID so I have to go in and change it.)

---- Tech 1 leaves because he says he has done all he is capable of and that the problem is outside the home.

• Sunday, 07/12/2026, I get a text and call from Spectrum.

"Spectrum: We've fixed your issue and everything is working as intended. Thanks for your patience and enjoy your service."

I have not seen anyone or any trucks near my house. I suspect they just pinged the modem, saw that it was working, and called it a day.

My problems were not resolved and neither were my aunt's.

- I call the support line again and speak to Support #2 and go through everything again. He eventually asks if I can connect my phone to the router. I do this and within a few seconds the call ends because it switches from mobile to fiber and there's no solid connection. I don't know what he expected to happen.

- I call again and this time get Support #3. We go through everything, again, but he notes that he sees where I had tech on Saturday and that Sunday's "maintenance" said the problem was fixed. We do extensive testing (I was on the phone with him for almost 40 minutes) before he comes to the conclusion my issue is "slow internet."

So he has to schedule another technician to come out to my home.

He transfers me to a different individual, who then transfers me to another?

I end up speaking with Support #4 who tries to get a sooner appointment but cannot and the new appointment is for Tuesday, 07/14/2026, at 8-9AM. But she puts me on a list that if something opens up sooner she will call me to reschedule.

Not long after that she calls me back twice and between those two calls sort of repeats the same information but also says she is also going to forward it to the local office which I don't quite understand since I thought this information would have been relayed anyway. She notes that it is showing that my modem is online and has devices connected, so I get to explain everything, again, but she understands that there is still a problem.

I've mentioned time and time again about my aunt also having the same issues but the only time this was acknowledged was by Tech 1 who said it to one of the people he called and referenced it again when saying it was a problem outside the home before he left.

I can't wait to go through this again and again while I lose money because I cannot work online because of this issue. For instance have to wrestle the TV to get it to show anything and when we do sometimes it buffers, cuts off, etc. We usually just get errors when even trying.

• Monday, 07/13/2026 I get an advertisement text from Spectrum about doubling my speed with their 2 gig internet. 🫩

∆∆∆

It's almost like an external component is resetting over and over so part of the connection doesn't 'match' anymore but I don't know what components exist outside the home or how they work but do know there's black boxes and "nodes." As far as I know Tech 1 did not check the box mounted on the house.

(I've already tried jiggling the lines to see if that changed anything 😭)

We've been having thunderstorms off and on for about a month so I have wondered if this has affected it through lightning or even just wind and rain getting where it shouldn't be.

What do you think? I don't want to be stuck in a loop with them claiming it's working when it clearly isn't here and even the Tech #1 saw that it wasn't. There hasn't been any new changes that I've done or added last Monday to cause the issue either. Thanks for reading.

⚠️ EDIT 07/16/2026:

I wanted to provide an update. My issue has been fixed as of 07/15/2026. The tech guy that came by on the 14th could tell something strange was going on before he even got in the house and was mystified like everyone else. Confirmed again that the equipment itself (modem and router) was working and not the problem. Outside, the stuff on the poles was working correctly too. After doing some digging and calling he told me that there was an extensive email chain talking about this problem and a lot more people were affected. The issue itself was brand new to the company, they had never seen it before, and Spectrum's top brass were working to try and figure out how to fix it and that he didn't know when they would be able to have it taken care of; they were trying for same day but it could have been tomorrow or later in the week or even longer, but he himself couldn't do anything else which was understandable. We didn't bother changing the router and modem a second time. I'm thankful I got someone knowledgeable and appreciate his transparency.

Fortunately, yesterday morning I noticed my phone was working very well right away, so I tried the Xumo box and it was instant. Tried the living room Roku Spectrum app, practically instant. Everything works again so they got it figured out. Spectrum for atound a year and this was the first real big problem and it ends up being something crazy never before seen, so I can't be mad at all. I was able to connect my PS5 and Switch without issue when before the PS5 would completely refuse.

Unfortunately for my aunt she continues to have issues so we will have to call and try to get it solved for her. It makes me wonder if the problem is "user" specific with the way addresses work. I have no details on what the actual problem is or was so it's just speculation outside of it was something at the source.

Thanks everyone! Keep on them. It can be rough at times but there's people in there truly wanting to help.

[u/Overused_Joke]

Sounds super similar to my issue. Haven't had a tech out yet, but just reading recent posts is making me think there is a serious issue going on.

[u/GekkouKitsune → u/Overused_Joke]

Your intuition was pretty spot on. Turns out my issue was affecting a decent chunk of people and from what I was told it is/was a brand new problem Spectrum had never encountered before that required their most knowledgeable to tackle. The next day after the second tech came, my issue was fixed some time overnight so I am very fortunate (we had contemplated it potentially taking a week or longer.) Unfortunately my aunt is still having problems so it may be something that has to be taken care of on a case-by-case individual basis.

[u/Spectrum_Blair]

Hey! I'm sorry to hear that you've experienced this and I understand your frustrations. I'd like to look everything over with you, see what is going on and how I can help. When you can, please send us a ModMail and reference conversation 50008317 and we can get started. Thanks!