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user_cdae3t
1st Topic

2 Messages

Wednesday, December 6th, 2023 12:45 AM

Closed

Slow internet speeds around 8PM every single night

I pay for 400 Mbps download speeds. I have been on the phone with Comcast support every night for the past week going through the same signal resets. I have escalated the cases several times and had a tech come on-site. The tech fixed some issues he found with the coaxial cable in the house and we also installed a brand new Arris Docsis 3.1 modem that I purchased since support said it was my modems fault. We thought it was fixed but like clockwork, in between 7-8PM. My speeds drop to about 4 Mbps down and .5 Mbps up. I understand these are peak hours and network congestion may be a factor here. I have gotten texts and calls in the middle of the night that says the escalation team found the source of the issue and corrected it and closed the case. I am trying to get someone to please take a look at this as I am at my wit’s end. 

Question

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Updated 

1 year ago

976

3

0

EG

Expert

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110K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityGabriel

Official Employee

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2.2K Messages

1 year ago

Hi, @user_cdae3t! We appreciate you greatly for your time and patience spent through this experience. Thank you for visiting our forums page for help and for allowing us the opportunity to help. I understand how frustrating it can be to experience slow Internet speeds and apologize for the inconvenience that this has caused you. We are the right team of experts to assist. Since you have had this escalated several times and a tech visit already, please send us a direct message with your first/last name and full address so we can research this further and help. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

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user_cdae3t

2 Messages

Sent you a PM. Please let me know what you think: I have a technician coming back on-site this afternoon. I am going to ask him to check the neighborhood because it seems like there’s something going on outside of my house.

1 year ago

0

user_0s4098

3 Messages

1 year ago

I'm having the same issue, ever since I started using my own modem. Is this a coincidence? Also, the internet slot at the back of the modem continues to blink orange, even though I'm connected. Please advise.

(edited)

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XfinityJosephA

Official Employee

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1.7K Messages

Hello, how are you @user_0s4098? There are many factors that can influence your speed and all modems are different as well. Are you able to share the make and model number of your modem? It can also help to know what speed you're getting and if you're using a wireless connection or if you're seeing slow speed while using an Ethernet cable directly to the modem. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_0s4098

3 Messages

Good morning. I have a Hitron modem, model CODA56 — thanks! I have the 1200/35 plan and get close to that during the day, but it drops significantly past 9 pm.

1 year ago

0

XfinityJosephA

Official Employee

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1.7K Messages

Good morning @user_0s4098 😀 On this specific modem the orange flashing light means the modem is updating or data is transmitting. If you're able to get online while this is happening than it does not indicate there's an issue. Especially since updates and maintenance to the network are typically conducted at night.  If everything is working A-Okay right now I would check the Xfinity app past 9 PM to see is there's scheduled maintenance. This might be possible. 

 

If this isn't applicable I would log into your modems GUI to see if you see any signal issues. Many factors can influence performance and a poor signal is one of them.  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

user_0s4098

3 Messages

  • Thanks for the clarity on the orange blinking light. Since it's always blinking, I'm assuming it's always transmitting data.
  • I can't login into my modem using 198.168.0.1, but can access the Orbi router login
    • Is there an option to see if throttling is happening?

1 year ago

0

XfinityJosephA

Official Employee

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1.7K Messages

user_0s4098 No problem Xfinity will never throttle speeds because we believe in an open internet connection. To login, you may need to bypass your router, and then reset your PC and modem to login. Sometimes you need to be connected directly to the modem with an Ethernet cable to log into the modem's interface. 

 

If this does not work feel free to send us a direct message, so we can use our resources to check your signal quality and take a closer look at your connection. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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