u/greylifterOC

Hello Spectrum,

First this may be a bit of TLDR, but please do read, it's been a tough day without internet connectivity after an outage

There was some sort of multi hour outage within my area of Anaheim, CA. The outage happened at least partially during overnight hours of Wed ~ Thurs when i was asleep. This morning i noted that upon trying to open apps on my phone that there was no internet access to read news, etc

I went downstairs and powered down my modem and router - both customer owned and not old / i had upgraded to the latest DOCSIS standard for an Arris modem SB6200 and a newer Asus router.

I waited about 5 minutes then powered up and allowed the modem to fully reboot. All 4 lights solid green on the front of the modem. I powered on my Asus router and noted that it had a red led indicating that there was a problem on the WAN side of the router. I tried a few more times to power cycle / do the power cycle sequence again across both the modem and router with no luck. My router was not being allowed to connect to the modem.

I contacted Spectrum chat support who told me they could 'see' the modem but that there looked to be some signal irregularities and that they would dispatch a tech.

While waiting for the tech, I powered down both the modem and router. I took an old windows laptop I use and decided to use an ethernet patch cable to connect to the modem to see if the Asus router may be the problem.

Once again I powered up the modem, all 4 lights on the front solid green. I had booted the laptop up and was watching the network adapter status in windows when i plugged in the ethernet patch cable. Upon plugging in the patch cable the status in windows was something akin to 'detecting network' and never changed, i opened a browser and there was no internet connectivity

I went into the adapter properties in Windows and noted that I only had IPv4 protocol enabled and IPv6 disabled. I enabled IPv6 and after applying, the adapter status went to internet connected and windows noted that there was no connection via IPv4 but was for IPv6. I was then able to open a browser and navigate to the sites i normally access.

I told the tech what i had done to troubleshoot, he told me he would check signals and also trace the coax drop to the condo building utility closet to check connections. He found and removed an old splitter that may have been in place previously. The router (after reboot) indicated it was fully online / all lights solid green / but still refused to allow the Asus router to connect to the modem.

I noted after my tech left that another tech / Spectrum truck arrived to service a problem for my neighbor. I briefly spoke with that tech while he was at his van and he noted that the customer had a self owned modem/router combo that was not working after the outage. He told me he attempted to put in a spectrum modem/router combo and that it wasn't able to get online or get the internet working.

While talking to the tech, two more neighbors who were walking around my community voiced that they were also having no internet connectivity with respect to either having spectrum provided modem or modem/router combo units or a customer provided modem and router setup. One neighbor told me he called support and that they could 'see' his modem connected and online (even though he couldn't access the internet)...he has a tech call scheduled for tomorrow (Fri) morining

In short, during this recent outage did something break on the back end in terms of how the customer side equipment (modems or modem/routers) are configured or restricted to allow devices to actually connect and get the single dhcp addresses?

Please help... I was going to go to best buy and purchase a new router but after talking with about 5 different neighbors in my community I doubt it's my router and believe something had to have changed to be impacting so many different variations of customer modems and/or modem-router devices.

Please DM me if other details are needed.