U

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!

Official Employee

 • 

1.3K Messages

11 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helped, but have you reset the modem and router (if you have a separate device) to allow those devices to update any outdated firmware?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. 

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.

Official Employee

 • 

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? 

 

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

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?

forum icon

New to the Community?

Start Here