99.9% Internet Reliability
Factors Affecting Reliability
Spectrum’s Internet reliability is based on the percentage of time on average that the Spectrum network is working at optimal performance within a given month. The following considerations are factored into the reliability calculation:
Demand Maintenance:
Any unscheduled event where the network had to be taken down to restore service
- Includes: damaged cable/connector, vandalism, new construction, construction repair, node optimization and backup power source failure.
Scheduled Maintenance:
A maintenance event where the network will need to be taken down (usually scheduled within 12AM - 6PM maintenance window)
- Includes: network testing and preventative maintenance.
HFC:
Any non-power or maintenance-related event (from HUB to tap)
- Includes: damaged cable/connector, cleared headend/HUB problem, trap installed/left door tag, vandalism, new construction, construction repair, optimization, EOL testing and field tech CLI fix
Outages beyond the control of Spectrum are not included in this calculation and are as follows:
Storms:
Acts of God which cause damage to the company’s infrastructure and causes outages to Spectrum Internet® residential customers.
Fiber Cuts:
Outside construction that inadvertently cuts Charter fiber lines and causes outages to Spectrum Internet residential customers.
Commercial Power Outage:
Any event related to a commercial power outage caused by utility company.
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