Symptoms – User were reporting that network services were degraded and slow.
Observations - Several users reported that the network was very slow and constantly disconnecting. IT observed that the Firewall failed over to the backup 4G network and was running at maximum capacity. We also noticed that the primary ISP was offline, but that the link was still active which lead us to believe that it was an ISP issue.
Resolution – We worked with Spectrum support to determine that the modem was no longer functioning properly. They scheduled a technician to be on-site to replace the modem. Once the modem was replaced and tested we failed the network back to the primary site and finished testing.
Root Cause Analysis – The modem from the ISP ended up failing and was unusable. The technician could find no discerning reason for the modem to fail, but it was no longer translating the network correctly. This modem was replaced by a newer model and tested for full functionality.