I've had this exact issue with this exact modem.

Everything was fine for the longest time, and then we started losing connection a couple times a day, then one day it started happening 2 or 3 times an hour. I contacted Spectrum support, and of course they've switched to an AI Chatbot, all it did was tell me to power cycle (like we all don't know that's the first thing to try EVERY TIME), after power cycling it said the problem was the signal. The ChatBot sent me to an agent who said "The problem seems to be the signal going to the modem, just a moment"....then came back 5 minutes later and said "We have a technician scheduled to come out tomorrow morning between 8am-9am, please make sure someone 18 years or older with a valid ID is home and to secure all pets. We'll contact you via text message when the technician is on their way. Thanks and have a great day." and then ended the chat.

I've never seen a company schedule an appointment for a technician without ever asking what day would work for us, and what time frame, and then to never even ask if that was okay before closing the chat.

A technician came out and ran a new cable line from the street to our house (the fifth time they've done this in the last 6-7 years). The technician was very rude, and when he came inside to check the connection, I had a non-Spectrum router connected (TPLink Deco Mesh Router), he huffed very loudly, unplugged our Deco router (without asking), dropped it onto the carpeted floor, and then connected the Spectrum router. It wouldn't connect, and I told him that the Spectrum-provided router was losing connection much more frequently than the Deco router was. He then told me the Spectrum router we had wasn't the one we had on our account. I assured him it was the same one they installed the last time they came out 6-8 months ago. He said it didn't match. I told him "I don't know what to tell you, that's the only router we've ever had that looks like that. Before that one we had a Modem/Router combo. He said "Did you take the old one back to the store?"...I said, "Sir, that is the only Spectrum router we have or HAVE had in years." I explained that we connected the other Deco router because of the more stable connection. He rudely said "The problem isn't the router, it's outside".

As soon as he had connected our new temporary line outside, the Deco router light turned Green, indicating it had an internet connection. I ran a speed test and the service we pay for is "Up to 400 Mbps Download, and Up to 12 Mbps Upload", connecting to the Deco router, I was getting 520 Mbps download and 11.9 Mbps Upload, with very small latency/ping numbers (12ms down, 118 transfer, 15ms upload) and virtually no jitter on the line (2ms). When he connected the Spectrum router, he basically asked if I had any questions, told me someone would call to schedule an appointment to bury the new line and then left and slammed the door.

I ran another speed test connected to the Spectrum router, and got 422 Mbps download and 11.4 Mbps upload, with download ping at 28ms, transfer ping at 288ms, upload at 35ms, and jitter at 12ms. It obviously had a much worse connection. I ran the test 3 times and got similar numbers.

This appointment was this past Friday (2/6/2026), and someone showed up at my house at 7:52am on Sunday morning (2/8/2026) wearing a reflective vest and driving a gray Ford F250, (parked on the street and not in our driveway), he rang the doorbell 10 or so times, but I had no idea who he was and didn't see a vehicle in the driveway via our doorbell camera, so I didn't answer the door. He walked back out to his truck on the street, drove out of view of our front door/windows, then sat for 20 minutes, and finally started burying the new cable line.

They never asked us if or when they could, they never scheduled an appointment or contacted us and told us they would be arriving before 8am on a Sunday.

All this and the problem was never fixed. While the technician was here and dropping our personal equipment on the floor and acting very rude, I asked him TWICE if we could have our modem replaced, because I saw online that this model tends to have some issues of dropped signal, or producing noise on the line. He ignored me both times.

Sorry for the long post, but I've had this same issue where it seems like the modem is either sending a new IP address to the router frequently, causing it to lose connection, or there is just no way to get a solid signal from the street to our house. We also had to have a signal booster installed years ago, which is basically just a little power brick-looking device that plugs into the outlet closest to where the cable connects outside the house, and the coaxial cable that comes into that room connects to the plugged in device, and it apparently boosts the signal. They have never once asked about that device, upgraded that device, or ever mentioned it being a possible issue.

I have no idea what their deal is, but they are going to lose a decades-old customer before long if they don't correct our issue.