U

Visitor

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4 Messages

Tue, Jun 22, 2021 12:43 PM

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.

EG

Expert

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89.8K Messages

4 m 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.

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)

EG

Expert

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89.8K 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.

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XfinityJoeB

Official Employee

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6.9K Messages

4 m 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. 

Visitor

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4 Messages

4 m 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

Visitor

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1 Message

3 m 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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