Troubleshooting Main Deco frequently disconnects from the Internet under Spectrum service
This Article Applies to:
All models of Deco
Issue Description/Phenomenon:
It's been reported that the Deco may lose Internet connection frequently under the Spectrum network. The main Deco may turn red, rebooting the Deco or unplugging/plugging the Ethernet cable from the modem could restore the connection.
However, if the connection doesn't recover by power cycling the Deco unless power cycling the Spectrum modem, you're strongly suggested to contact Spectrum to troubleshoot first. On some occasions, the "Online" LED on the Spectrum modem always remains illuminated, while you actually get disconnected from their network.
It's also suggested to verify the IP address on the Deco network (Open the Deco App > More > Advanced > IPv4) when the issue happens. If the IPv4 address is all 0.0.0.0, the disconnection might be also caused by the line or modem, try to contact Spectrum for further assistance.
If Spectrum confirms there is nothing wrong on their end or with the modem, please continue to read on.
Available Solutions:
- If the internet access could be easily restored by power cycling the Deco or Spectrum has confirmed the internet connection is all good from their end, please make sure the Deco firmware is up to date.
- Then contact the technical support with the following details:
- Some screenshots of the IPV4 page before and after the disconnection.
- How often would the internet drop out?
