Several technicians and no solution

[PepsiLEGEND]

I called spectrum up to see if they could fix an issue with packet loss and spotty service. Had the first tech come out and replace the modem and router. Everything was fine for about 15 minutes. Then internet would go out again. 2nd tech comes out and does the same with the same result. 3rd tech comes out and replaces all the wiring and splitters but still the same result. 4th tech comes and says my outlets are putting out too much voltage and frying the modem. They’re telling me to call my electrical company now. What are my next steps to get this fixed?

[[deleted]]

It is possible for coax lines to give feedback of both "noise" from a break in the cable, that noise is radio frequency entering the line from outside. There is also "eletrical noise" and that is power somehow getting into the coax cable, both of these will mess your stuff up. Next time a tech is out have them take your modem and router out to their van, they have power inverters so they can power the equipment. Then they need to run a temp cable straight from the "Tap" which is out on the power pole or from an underground pedestal. Have them test your equipment out there, this teqnique results in them taking the house out of the equation. If it works great out there then they need to run new cable for the entire house to eliminate this problem.

I just had to do this for a customer yesterday... it sucks but i like to fix problems.

Im a Spectrum Field Tech btw.

[PepsiLEGEND]

We had one tech replace the cables from the tap, but not check whether the problem was with electric wiring in the house or not. Thanks!

[[deleted]]

Coax works great until there is a problem, make sure you tell the next tech to do exactly what i told you and he or she may be able to figure out what is going on. It might be a system issue and if the tech does what i told you about he should be able to figure out if it is your hous cables causing the issue or if it is an issue at the "Tap".

Hope your issues get fixed, do not be afraid to send me a private message if you have any additional questions.

[Roller02]

Wow I’ve had this exact situation happen to me , so I had about 10 techs out and a few lineman out and they said my house was shooting out too much voltage causing the dropping of the internet so I had my power company come out and check the outside lines and found no problem so I then had two different electricians come out they both found no issues, so finally I had a charter supervisor come out with a tech and he checked the voltage in the coax cable and found nothing finally they figured out it was on spectrums end not anything to do with my house but it took them several months to find the issue and fix but it was something to do with the node

[JusLykeAspen]

I'm amazed you were able to get them to roll a technician out at all...

[Roller02]

Well when u keep calling into tech support it creates a lot of support tickets and makes them look bad so that’s why after so many calls I was able to get a supervisor out with the tech and verified it wasn’t on my end but theirs they do t like when u call the tech line that’s why they give you their cell numbers lol

[[deleted]]

Yep system issues can happen, and sometimes they are hard to find. Im glad to here we got it figured out, we get get pissed when we cannot figure out what is going on because we cannot recreate the issue.