skip to main content

Spectrum Troubleshooting Guide

Find out how to troubleshoot your Spectrum Wi-Fi, internet service, TV app, and more.

Internet and TV troubles are frustrating. And Charter Spectrum is certainly not without its fair share of . . . eh hmm . . . issues.

Lucky for you, we’ve researched some quick fixes to common issues that’ll help you stay off the phone with Spectrum customer service and stay glued to your screens.

Want faster internet?

Enter your zip code to see internet plans in your area.

Please enter a valid zip code.

Troubleshooting your Spectrum Wi-Fi

No need to worry, most problems with your Spectrum Wi-Fi can be resolved by checking your connections and turning your equipment off and on.

Check your network connection

You might be surprised how often a loose cord or cable is the culprit.

First things first, check your Wi-Fi router’s power cord and Ethernet cable to make sure they’re both plugged in.

Reboot your Spectrum modem and Wi-Fi router

So you’re all juiced up and connected to the internet, but your Spectrum Wi-Fi is still giving you guff?

No problem, just unplug your Spectrum modem and Wi-Fi router and plug it back in after waiting 60 seconds, and your router will reboot.

Rebooting can help free up precious memory and clean up any minor bugs that might be messing with your internet connection.

Find your Spectrum Wi-Fi network name or password

When it comes to Wi-Fi woes, another common hotspot is a lost or forgotten Wi-Fi network name or password.

The good news is that nine times out of ten your Wi-Fi network name and password can be found on the label of your modem/router.

Can’t remember your Wi-Fi password? You can find it and reset it by logging in to your Spectrum account, navigating to the Service section, and clicking on Internet.

Troubleshooting your Spectrum Internet service

Most problems with your Spectrum Internet service probably have to do with either your download speed being too slow or your signal dropping.

Take an internet speed test

If you have doubts about your internet speed, take a couple minutes a day for the next week or so to test it out.

Once you’ve done a few tests, compare your results with the download speed you’re currently paying for.

Not pleased with the results? Think about switching internet providers.

Reset your Spectrum Internet equipment

If you don’t feel the need to switch internet providers, try resetting your equipment online.

  1. Log in to your Spectrum account
  2. Click on the Services tab
  3. Click on Internet
  4. Select your modem/router
  5. Click on Experiencing Issues?
  6. Click Reset Equipment

Much like manually rebooting your modem and Spectrum Wi-Fi router, resetting your Spectrum equipment can help restore a broken connection, clear up much needed memory, and get rid of any minor bugs.

It also has the added benefit of re-syncing your modem to your home internet connection.

Reset your internet-connected devices

Is your modem/router reset and ready to rock, but you’re still having connection problems? We recommend restarting your device.

Sometimes, when an internet-connected device is left on too long, it suffers the same fate as forlorn modems and routers: outdated operating systems and apps, minor bugs, clogged caches, and full memories.

Turning your device off and on will stop apps and programs from running and free up computing power that could improve performance.

Confirm a Spectrum service outage

If resetting your modem/router and devices doesn’t do the trick, your service might be out. A power outage is easy to detect, but a Spectrum service outage might be a little less obvious.

Just to be sure, you’ll want to confirm your suspicions by using the Ask Spectrum chat window (found on the lower right-hand corner of your screen) on the Spectrum Storm Center page.

Related Spectrum internet service troubleshooting articles

Troubleshooting your Spectrum cable box

Unable to watch your favorite shows through Spectrum cable? Chances are your TV tussles have to do with poor picture quality or an insubordinate interface.

In either case, the first thing you’ll wanna do is check your HDMI cables and inputs.

Check your cables and connections

  1. Make sure that your TV and cable box are turned on.
  2. Double-check that you’re using the right HDMI input (sometimes referred to as Source) on your TV.
  3. Unplug your HDMI cables and plug them in again.

Back in business? Great, you just saved yourself a couple minutes of fumbling around trying to figure stuff out.

Still no signal? We got you.

Refresh your signal to your Spectrum cable box

When you’re experiencing “picture problems” that often means you have a fuzzy signal, no access to your channel guide, or even no picture at all (like those old-timey TV blizzards that The Ring ruined for us).

One way to combat those symptoms is to refresh your TV signal by logging in to the Spectrum customer service portal or the Spectrum app.

  1. Log in to your Spectrum account
  2. Click on the Services tab
  3. Click on TV
  4. Click on Experiencing Issues?
  5. Click Reset Equipment

Again, much like with your modem/router, resetting or refreshing your cable box allows it to clear its memory, clean out any minor bugs, and get back on track.

Pro tip: You can also refresh your signal by unplugging your cable box, waiting 60 seconds, and plugging it back in.

Spectrum cable box error codes

When you see an on-screen error code, it means that your Spectrum TV box is having a problem that typically can’t be solved with a reset. In the table below, we’ve listed the most common Spectrum cable box codes and we’ll tell you what to do next.

Spectrum error code Problem Solution
Error 1, Error 5, Error 7 Hardware will fail Call Spectrum for a replacement cable box.
E09 Dead battery or memory failure Tell Spectrum tech support about the error code.
DI Program guide update available Reboot your receiver and wait for the guide to fully update in 15 minutes to an hour.
E14 Receiver startup failure Reboot your receiver. If you're still seeing the code, tell Spectrum tech support about the error code.
DMI, dUI No picture or signal Check for loose and damaged TV cables or refresh your Spectrum signal.
E5052, E5702, EC451, E451 On-demand video purchase error Try placing your order again after waiting a few minutes.
EC220, E220 Trying to buy high-definition (HD) programming on a standard-definition (SD) TV or receiver Order the program in SD or refresh your signal if you have a HDTV and Spectrum receiver.

Not pleased with your Spectrum TV service?

Enter your zip code to see what other TV providers are available in your town.

Please enter a valid zip code.

Troubleshooting your Spectrum TV app

A lot of problems with the Spectrum TV app have to do with software updates, technical glitches like error messages, or device compatibility issues (a.k.a. things largely outside of your control).

Still willing to give it the old college try? Try these simple steps to get your app streaming again.

Update your Spectrum TV app

Most devices automatically update your apps, including your Spectrum TV app. Unless, of course, you (perhaps unwittingly) switched your settings to manual updates.

Double-check your device settings and update your Spectrum TV app as needed. Doing so ensures that your app has all the latest features and runs smoother. 

Uninstall and reinstall your Spectrum TV app

So your app is updated, but you’re still up app creek without a paddle? Uninstalling and reinstalling your Spectrum TV app might help.

In general, though, updating your app is better than uninstalling and reinstalling your app. Why? Because when you uninstall an app, your cache, settings, and data go bye-bye.

And uninstalling and reinstalling your app does pretty much the same thing as updating your app. So proceed with caution, dear Spectrum customer.

Double-check your parental controls

Not being able to watch certain channels while using the Spectrum TV app might have to do with your Parental Controls settings.

Maybe you (the parental unit, in this case) blocked Lil’ Johnny from watching Real Housewives of Salt Lake City but now you want to talk tea. Sound familiar?

Lucky for you, there’s an easy fix:

  1. Log in to your Spectrum TV app
  2. Go to the Settings menu
  3. Double-check your Parental Controls settings
  4. Adjust accordingly

Just remember that you might want to revert back to your original settings after your furtive binge-watching marathon.

Still having issues? Contact Spectrum customer service.

  • Online
  • By phone: 1-833-780-1880

Spectrum troubleshooting FAQ

Why is my Spectrum internet not working?

It might be cliché, but the best way to restore your Spectrum internet service is to turn your equipment off and back on again.

If your Wi-Fi is on and has a strong signal, and you’re in range of your Wi-Fi equipment, it might not be a problem with your modem or router. You could have an issue with your device, or it could be out of your hands: Spectrum operates in a lot of areas with strong winds and sometimes has outages for other reasons like nearby construction.

If this is the case, try visiting the Spectrum Storm Center page to find out if there’s an outage in your area.

How do I reset my Spectrum cable box?

The easiest way to reset your Spectrum cable box is to unplug it, wait 60 seconds, and then plug it back in.

Is Spectrum having an outage?

With your handy-dandy smartphone, you can confirm whether Spectrum is having an outage by visiting its Spectrum Storm Center page and using the Ask Spectrum chat window (lower right-hand corner).

How do I fix my Spectrum TV?

Usually, double-checking your cable connections, resetting your cable box, or updating your Spectrum TV app will fix your Spectrum TV issue.


Our TV and internet experts have spent thousands of hours wrestling with the biggest ISPs so you don’t have to. For more on our process testing, reviewing, and comparing internet service providers, check out How We Rank.

Don't miss an update

Stay updated on the latest products and services anytime anywhere.