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Live off of Lee Vaughn road and have had Charter since 2008. In the past few weeks I have had frequent internet outages of short duration (5-15 minutes). Since I telecommute they are more than a minor inconvenience but contacting charter is a major one (yes charter, I do in fact know how to reset my modem)
(1) There is a TON of construction around me. All along Lee Vaughn, Corner of Lee Vaughn and Woodruff and some up Woodruff. Could this be the cause and, if so, is anyone else having these problems
(2) How could I tell if it is my modem? I know I am communicate with my router with no problems. Rebooting it does not fix the problem and it normally self resolves. Modem is about 3-4 years old.
(3) A corworker who is in DC and telecommutes told me that someone told her susnpot activity has been causing a lot of problems lately. Could that be the source? It is never long enough in duration to open a Charter ticket and since I buy my own modem....I know I do have to call them when I replace it.
EDIT-oh the modem is a motorola SB6121 which looks like it is now called Arris but I think it is the same modem. Plenty fine for the internet speed offered by charter(Spectrum)
Last edited by grannynancy; 04-17-2017 at 11:50 AM..
I cancelled Charter last year because it disconnected frequently every day. I've not had any issues with U-Verse except for a 3 day outage after a storm.
Go to the Charter office on Woodruff and bring your old modem in and have them replace it with a new one. It is free of charge and appears to work. I had the same issue as you did and this worked. I work telecommuting as well and it was a major problem and calling Charter is completely useless.
Go to the Charter office on Woodruff and bring your old modem in and have them replace it with a new one. It is free of charge and appears to work. I had the same issue as you did and this worked. I work telecommuting as well and it was a major problem and calling Charter is completely useless.
Actually the modem is my own not theirs. But I am not sure that is the issue. I was getting 66MBPS on the computer with direct connection today [but about 8 disconnects]...I do guess I can take it in and maybe they can test it.
Actually the modem is my own not theirs. But I am not sure that is the issue. I was getting 66MBPS on the computer with direct connection today [but about 8 disconnects]...I do guess I can take it in and maybe they can test it.
Intermittent disconnects can be caused by a lot of things.. I have Charter, and I was getting them too a while back. They sent a guy out, he tested and discovered the signal level coming into my house was a little low. Turned out there was a loose connector in their box up the street. He put a new one on, tested again, the signal level was where it should be, and I haven't had any trouble since.. And if I recall, this was almost a year ago.
Actually the modem is my own not theirs. But I am not sure that is the issue. I was getting 66MBPS on the computer with direct connection today [but about 8 disconnects]...I do guess I can take it in and maybe they can test it.
I've always had this problem with Charter. They will blame it on your router and say it's not their fault. It's not the router though because I replaced mine three times. It gets annoying when it happens. My internet connection drops intermittently, even if it's only 10 seconds. Some days it's worse. They changed the cable outside which seemed to help somewhat. I hope you get yours working.
Charter started including modems into their internet pricing a few years ago. So you may want to look at getting one of their modems. It may make the troubleshooting process with charter easier if you have their modem. Its possible you could still be on the old pricing model that doesn't include the modem, so depending on what your paying you may not want to go this route.
If you think the modem is fine and its signal issue. You could try removing splitters & coaxial surge protectors etc, anything like that reduces signal to see if that helps. You could also try swapping cables. With signal strength issues the problem can be anywhere between the street and your cable modem, to really track it down you need a tech to come out. They should use signal strength meter so they can measure the strength at different points.
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