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user_5df47d
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4 Messages

Tuesday, June 22nd, 2021 12:43 PM

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Every night around 3:30 my internet goes out.

This is every day, always around this time (I know this because I often wake up in the middle of the night and browse the web).  It has only started happening since Xfinity "forced" me to change modem/routers (to another of the of the same kind) because they "discovered" a problem (they shipped me the modem).

It is wreaking havoc with my work from home schedule because it logs me out of my VPN and I have to restart everything in the morning.

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3 years ago

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EG

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107.9K Messages

4 years ago

First. When it goes down, are you checking here for info on any possible local outages ?;

https://www.xfinity.com/support/status

FWIW. The overnight hours are their window of opportunity for performing network maintenance / upgrades.

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pilot49588

Regular Visitor

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7 Messages

@EG  Hey [Edited: "Inflammatory"], how can someone check here (https://www.xfinity.com/support/status) if your Internet is down?  

Many depend on Internet for Home Security... especially at night !  Plus, Many people are up all night working from home and depend on the internet...(not everyone works during the day)  Also, if Comcast has to perform network maintenance/upgrades nightly, weekly, etc.... then they have bigger issues to correct than performing maintenance.

(edited)

4 years ago

EG

Expert

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107.9K Messages

@pilot49588 

Cell phone service ? Public WiFi hotspot ? Neighbor's internet ? They always seem to be able to post here somehow when their internet is down. Just sayin'....

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

XfinityJoeTru

Official Employee

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7K Messages

4 years ago

That's a great point, and question EG. 

 

Thanks for posting on our Forum, user_5df47d. Are you able to confirm visiting our service interruption status center as EG recommended? With that additional info, we can better understand how to help you. 

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user_5df47d

Visitor

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4 Messages

4 years ago

I do look at those Service notifications.

Nothing seems to pertain to this.  And I’d like to reiterate I’ve had years of all night Internet.  This is a very recent phenomena.

If they’re doing scheduled maintenance every day at 3:30 AM this is something new.

This comment has been converted into a post

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XfinityJoeTru

Official Employee

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7K Messages

user_5df47d, I can help review your account and check to see if we show records of scheduled maintenances occuring during this time. So I can gain access to your account and further assist you, please send us a peer to peer chat message with your full name and service address to Xfinity Support. To do so, you'll need to sign into the Forums if you are not. Then you'll need to locate and click on the peer to peer "Chat" Icon located in the upper right corner of this page. Next, click the "New Message" (paper & pencil) icon and type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list. You can proceed to type your message in the text area near the bottom, and press enter to send the message. Please let me know if you have any questions.

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

4 years ago

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user_5df47d

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4 Messages

I'm chatting now, I will let you know how it goes.   The representative confirmed no activity/outages were reported for my area.

4 years ago

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user_5df47d

Visitor

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4 Messages

The Xfinity rep spent a lot of time looking, but found nothing in the service or maintenance logs that matched the times of the outage.   

They STILL happen every night at the same time, so the issue is not resolved.

4 years ago

0

user_50be63

Visitor

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1 Message

@user_5df47d  has happened to me in this house forever. But at my other house down the street have never had the issue.

3 years ago

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user_9fad2f

Visitor

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1 Message

3 years ago

I am having the same issue.  I also work from home and when it happens, I lose my VPN connection for 20 minutes while my modem restarts. I spent several nights chatting with xfinity support.  The first couple of times, they "claimed" to have fixed the issue and that it would not happen again, but, of course, it happened the next night at the exact same time.  Finally, I reached someone who admitted that xfinity does this to everyone's modem once a day.  They called it a "back office" function and said there was nothing they could do about it.  

I don't understand why this is necessary.  I am seriously considering switching providers.  I don't think xfinity understands that more people are working from home now and need reliable internet 24 hours a day.

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