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user_bapxww
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Saturday, September 6th, 2025

Home internet constantly drops during evening hours everyday

I have been using Xfinite internet since December 2024.  It was good for a month or two then internet started dropping few times a day randomly.  Technician came to my house and determined the underground cable in the backyard needed to be replaced.  After the cable was replaced, internet went back to normal for a few months.  However the same problem came back in July. And it is getting worse and worse every day. Internet constantly drops in the evening hours between 5pm and 10pm.  We have to use our phone's hotspot to connect all devices at home to internet.

I chatted with live agent many times but none of them could solve this issue for me. I even tried using another cable modem but that did not fix the problem either.

Is there anything else I can do to get internet working again at home?

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5 days ago

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EG

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113.3K Messages

7 days ago

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user_bapxww

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@EG  Thanks for sharing the information. 

Does "internet keeps dropping between 5PM - 10 PM everyday" indicate something to you?  If it is a cable related issue, such as having a near broken cable, bad connector, etc, would the dropping occur anytime of the day and should not be concentrated to a heavy internet usage period, like evening hours?  Even I don't use the internet thru Xfinite, I could still see the modem lights changing from solid on to blinking between 5PM and 10PM.

Can the bandwidth on the Xfinite infrastructure be checked?

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7 days ago

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XfinityJamesC

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Greetings, @user_bapxww! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with your service after everything you've already tried, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

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5 days ago

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user_bapxww

Visitor

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4 Messages

Direct message sent with my full name and service address of my account, along with the description of the issue that I am having.

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5 days ago

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XfinityEmilyB

Official Employee

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2.3K Messages

 

user_bapxww We have not received your direct message. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

 

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

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5 days ago

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user_bapxww

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Direct message sent again. Please let me know if you have received it or not.

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5 days ago

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EG

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113.3K Messages

5 days ago

@user_bapxww @XfinityJamesC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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