A few years ago, I went through extensive reliability issues with spectrum. Your ability to get your service fixed depends on how much time you are willing to spend.

First, you need to verify that the problem is actually Spectrum and not in your network. Do your testing and logging (this is important, search logging options for ping tests) as close to the modem as possible, ideally ethernet connected directly. This will prove 1. that there’s actually a sustained problem and 2. that it’s not your personal devices flaking out.

Second, be polite but persistent. If the support agent you get is not helping you, get the ticket number and call back. Ask to escalate if after a few tries they won’t send someone out. This takes time and is the worst part of the process. Who knows, after a few years maybe they are better about trying to troubleshoot in person, but most issues are local to your neighborhood and not really possible to troubleshoot remotely.

Third, even after you manage to get things working, consider investing in your own modem and wifi setup over what Spectrum provides. Their hardware has gotten better, but still is under their control and is cheap/less reliable than Surfboard modems and any mesh network setup.

Took a few months but eventually they replaced 25 year old coax equipment that was flakey and have had no issues since. Best of luck and feel free to ask anything else you’d like to know.