Account & Billing

Refreshing my modem or Spectrum Receiver

Refreshing your equipment sends a signal to your equipment to ensure communication. To ensure the status of your equipment, you can check its status through My Services.

A refresh might be helpful if:

  • You have swapped your equipment at a Spectrum Store, and you are experiencing a lack of service.
  • You are encountering an error on a channel on your TV.
  • You are experiencing a breakup of the picture on your TV.
  • Your on-screen Guide does not have any programs listed.
  • Your wireless network does not seem to be operating properly.
  • Your equipment has not been on the cable network for an extended period of time, and it does not work when it is reconnected.

To refresh all equipment:

  1. Sign in to your My Services account.
    • If you don't have one, you can Register for a My Services account.
    • For this to be effective, your equipment must be plugged in to an AC power source and have a physical connection to a cable outlet.
  2. Under Account & Billing, click Manage Equipment. The Manage Your Equipment page opens, displaying your equipment.
  3. Click Refresh All Equipment Button. Once the refresh is complete, a message is displayed: "The refresh status of the equipment you selected was successfully refreshed. Please note that it may take a few minutes for refresh to take effect." Click OK to clear the pop-up window.
  4. Click Check service status. The Check Service page opens.
    • Under Connection Status, Check Mark Green indicates that your equipment is communicating properly.
    • If your connection status for one or more pieces of your equipment is Red X or Warning Icon, refresh only that equipment, and check the connection status again.

To refresh a particular piece of equipment:

  1. Sign in to your My Services account.
    • If you don't have one, you can Register for a My Services account.
    • For this to be effective, your equipment must be plugged in to an AC power source and have a physical connection to a cable outlet.
  2. On the Manage Your Equipment page, click Manage Equipment Button to the right of the equipment you want to refresh. Details about that piece of equipment and the actions you can take are displayed.
  3. Under Actions, click Go Button for Refresh Equipment. Once the refresh is complete, a message is displayed: "The refresh status of the equipment you selected was successfully refreshed. Please note that it may take a few minutes for refresh to take effect." Click OK to clear the pop-up window.
  4. Under Actions click Go Button for Get Equipment Status. If Check Mark Green is not displayed for that equipment, Contact Us to get help from an agent.

Did You Know?

You can refresh your equipment on the Equipment screen in the My Spectrum app.

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Article Number: 8175

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