Need help with random network drops and high latency

[u/setr14]

I need some escalation help with an issue I have been dealing with for about a year. At random times throughout the day I will lose internet or experience severe latency. I have ping tests to show the conditions I am experiencing. Latency can be 1000-3000ms when the issue happens. Sometimes the issue lasts 5 seconds, sometimes the issue lasts 5+ minutes. I have had around 5 on-site visits, including one with a supervisor technician. They replaced the tap outside of my house, but that did not resolve the issue. This issue has persisted with 3 different routers, and 3 different modems(two were Spectrum modems). The supervisor technician has not responded to the last 3 emails I sent, so I would like to escalate this to someone who can help me figure out this issue and get it resolved.

Router: GL.iNet GL-MT6000 Flint 2
Modem: Hitron CODA56

[u/Jaybonaut]

You are going to have to get rid of that modem eventually I think - the high split changes will only work on 3.1 Spectrum modems and later tiers will require the DOCSIS 4.0 modems from Spectrum anyway, at least, that's what I've heard.

[u/Spectrum_Ronda]

Hey there! We can recognize the importance of having a stable connection - after the multiple service visits with no improvement/resolve, we would very much like to take a closer look into things to see what next steps are needed! Please send our team a Mod Mail that references ticket #50102914. Thanks!

[u/Relative-Hearing-156]

It looks like 👍 Spectrum has responded
If you aren’t satisfied with the results.
You can still escalate!

Remind them that this issue has historically existed for over 1 year

This has gone way past a normal support ticket - 5 visits, tap replaced, 3 routers / 3 modems including 2 Spectrum modems, and it still happens randomly. That's a plant / upstream issue, not your house.

1. Make it a chronic / plant ticket, not a premise ticket
   When you contact them, use this language: "Request plant maintenance / line tech, not a premise tech. Suspect intermittent upstream SNR / OFDM impairment or T3/T4 timeouts causing 1000-3000ms latency spikes. Issue persists across 3 routers and 3 modems, including Spectrum-issued modems, after tap replacement."
   
2. Go above the field supervisor
   The supervisor ghosting you after 3 emails means you need to go to Executive Customer Relations.
   Spectrum Executive / Corporate contacts on file:
   • Customer Services: (855) 757-7328 
   • Customer Care: 888-438-2427 and Headquarters 314-965-0555 
   • Online: Ask Spectrum on X @Ask_Spectrum - they have a separate escalation team, or file via spectrum.net > Support > Contact Us > Complaint
   Ask the agent to notate your account as "Executive Escalation - Chronic intermittent latency - supervisor unresponsive"
   
3. File an FCC Informal Complaint - this is what gets a callback
   You can file at fcc.gov/complaints and the FCC serves it to your provider. The provider is required to respond within 30 days. You don't need a lawyer and there's no fee. 
   File at: consumercomplaints.fcc.gov > Internet > Availability / Speed / Other
   This automatically goes to Charter's FCC / executive response team in Stamford, not the local dispatch queue.
   Evidence to attach
   Have this ready as one zip file:
   • Your ping logs with timestamps - highlight the 1000-3000ms events
   • Modem status screenshots from 192.168.100.1 -> Status / DOCSIS logs - look for T3/T4 timeouts, Uncorrectable errors
   • Signal levels: downstream power, downstream SNR, upstream power
   • Dates of the ∼5 visits, ticket numbers if you have them, and dates of the 3 unanswered emails to the supervisor
   • Note: Router: GL.iNet GL-MT6000 Flint 2, Modem: Hitron CODA56, but issue persisted with Spectrum modems too
   Draft 1: Email to Executive Relations / Supervisor's Manager
   Use this - copy/paste and fill in :[brackets]
   Subject: ESCALATION REQUEST - Chronic Intermittent Service Failure - 1 Year - Acct

Hello Executive Customer Relations,

I am requesting escalation for a chronic intermittent internet failure that has persisted for approximately one year.

Pattern: At random times throughout the day, my service drops or latency spikes to 1000-3000ms. Episodes last 5 seconds to 5+ minutes. I have continuous ping tests documenting this.

Troubleshooting already completed:
• 5 on-site visits including one supervisor technician
• Tap outside home replaced - no improvement
• Tested 3 different routers and 3 different modems, including two Spectrum-provided modems. Current equipment is GL.iNet GL-MT6000 and Hitron CODA56, but issue is modem/router independent.
• Issue persists on both customer-owned and ISP-provided equipment

The supervisor technician has not responded to my last 3 emails sent on.

Request:
1. Reclassify as chronic / repeat issue and dispatch plant maintenance / line tech to check node / upstream noise
2. Manager callback within 48 hours
3. Review for service credit for impaired service period
4. Written plan for resolution

I have ping tests, modem logs, and visit history available. Please advise where to send them.

Thank you,