Verifying an issue with the ISP (Spectrum)

Verifying an issue with the ISP (Spectrum)

Steps to Take:

When an ISP is suspected of being the cause of the issue, it is first recommended to check the equipment indicator lights for power and connectivity.

Step 1: The Modem 

The modem will be the first piece of equipment that needs verification. This will let us know if there is an internet connection to the outside world.
Generally located at the Network Equipment Rack, secured to the wall or on a shelf where the cable comes into the house.
Spectrum: Indicator Lights
State of Light (Online)Meaning
Flashing Blue and WhiteTrouble connecting to the internet
Blinking Blue LightAttempting to connect to the internet (DOCSIS 3.1)
Blinking White LightAttempting to connect to the internet (DOCSIS 3.0)
Solid Blue LightActive internet on a DOCSIS 3.1 modem
Solid White LightActive internet on a DOCSIS 3.0 modem

Step 2: Verify with the ISP

  1. Call - (833) 267-6094
  2. Download the My Spectrum App.
  3. Check online - Spectrum Outage Information

Step 3: Contact Us

If the ISP confirms that their equipment is operational, please create or reply back to a ticket with Integration Controls to further troubleshoot via an on-site appointment.

Call: (314) 475-3080
Please include the following in the email.
  1. Full Name
  2. Address
  3. Phone Number
  4. Issue that you're experiencing