Action required letter

jmelson

I got a snail-mail letter from Spectrum Business saying my "equipment" needed to be updated. I called the number, they didn't seem to know what I was talking about at first, then said they sound send an installer. Well, they guy arrives, he has no idea what the work order is for, and when he calls and finds out, he has no modems on his truck, and has to reschedule. The letter says they will SHIP the equipment, and doesn't say anything about a truck roll. The letter does say the upgrade will provide symmetric speeds up to 400/400 mb/s. The installer said this was an upgrade to DOCSIS 3.1. I'm in the St. Louis county MO area. Anybody know anything about this? Anybody have this upgrade performed?
Thanks,
Jon

MacLeech

jmelson If the tier is symmetric 400/400, that's a high-split upgrade and Charter is only supporting their branded D3.1 modems for that currently.

edin

If you still have a DOCSIS 3.0 modem then that should've been upgraded many years ago. Its nothing new. If you already have a DOCSIS 3.1 modem it could be that the one you have currently is not compatible with midsplit

jmelson

@edin "#p2593 SMC D3G1604W, apparently a DOCSIS 3.0 modem.

jmelson

Well, this time the installer had a modem but no router, and they insist on a router. So, he had to go back to the depot. But, when he arrived and installed it all, it came up pretty fast after I told him I needed the router set to bridged mode. Still at 400 /10 speeds, but that will have to wait for the rest of the network to catch up.

jmelson

Anyone know when Spectrum will change the split in the St. Louis county, MO area? They made me swap my modem, but I'm still at 400/10. I was hoping to at least get SLIGHTLY higher upload speeds. Thanks, for any hints of the future.
Jon

terabitz

jmelson What does the broadband label for your address show?

https://bcl.spectrum.com/

bluzfanmr1

jmelson The split was enabled long ago here but as said above, check your address. If you aren't seeing the new speeds I would contact them.

turbo_LS7

Not sure how much you're paying for the old plan you're on, but you can possibly kill 2 birds here. Call in and say cancel, then disconnect to the automated message... you will be at retention. Just say you are looking to lower your bill, and that you were suppose to have symmetrical speed available at your place since they sent a letter informing you to upgrade your modem/router to get the new speed. Just a FYI.. 500 is $80 + $10 for router for everyone. You're on an old plan and probably paying close to the same for less speed, unless you're already on a promo? Retention should be able to get you at least $20 off that, so around ~$55-60 for 500. Hopefully retention can get you high-split activated. They just have to set a code in your account if it's available. Kind of surprised you didn't have it already as parts of STL have had it for a year now. Good luck