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user_579km6
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3 Messages

Friday, January 10th, 2025 5:43 PM

Intermittent Dsconnects

My internet disconnects intermittently EVERY night!!It's throwing off all my connected devices I control with an app!

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14 days ago

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XfinityPaula

Official Employee

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1.3K Messages

26 days ago

Hello user_579km6. Thanks for reaching out to us for help with the Xfinity internet. I'm sorry to read that the connection is dropping each night. I know how frustrating this can be especially when you are simply enjoying the evening. I would love to help out and make sure that you no longer have this nightly interruption. You may have tried this already, so forgive me if it hasn't helped, but have you reset the modem and router (if you have a separate device) to allow those devices to update any outdated firmware? Some devices will check for updated automatically when reset. 

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user_579km6

3 Messages

Hi,

I don't have access to my modem - it's in a locked box attached to the side of my house. I have attempted troubleshooting every available option via the Xfinity app on my phone, but no luck.

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26 days ago

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XfinityKassie

Official Employee

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1.5K Messages

 

user_579km6 Shoot! That can be a challenge if you don't have access to your modem. Usually the modem would be inside your residence, and the tap is outside. There are some setups, where the  modem is in a place like yours. Do know about how far away it is? 

 

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26 days ago

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user_579km6

3 Messages

Hello,

I was able to get into the box outside the garage, and it is a tap as you suggested. There is also a green cylinder-shapped thing outside near the sidewalk. Is that where the signal is coming in from?

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16 days ago

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XfinityOrlandoM

Official Employee

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1.7K Messages

@user_579km6

 

You should actually have a modem because the modem is what broadcasts the signals in your home.

 

Let's take a deeper look at your account to see what kind of setup you may have,  go ahead and send me a direct message To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send i

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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14 days ago

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EG

Expert

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108.3K Messages

@user_579km6​ wrote;

There is also a green cylinder-shapped thing outside near the sidewalk. Is that where the signal is coming in from?

That is called a pedestal. That is typically the enclosure where the tap is located and any other needed equipment like amplifiers / node devices. The live coax cable feed from the Comcast system comes from there. Sounds like there is underground wiring / infrastructure there rather than a aerial feed / dropline.

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14 days ago

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