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lilgoomba916
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Friday, December 19th, 2025 7:34 PM

Intermittent Internet Outages on 1.3 Gbps Cable Connection (4-9 PM PST Daily)

I have a 1.3 Gbps cable internet connection that's been experiencing intermittent outages for the past two months. This issue occurs daily between approximately 4 PM and 9 PM PST.

The problem starts with packet loss, followed by a complete loss of connection for 2-3 minutes. It then reconnects, but the cycle repeats multiple times throughout the evening.

I've tried contacting support, but the process seems designed to avoid providing real assistance. That's why I'm turning to the forums for advice.

Is there anything I can do to troubleshoot or resolve this, or should I consider switching providers?

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7 days ago

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lilgoomba916

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7 days ago

Thank you for the link.  I have power-cycled all equipment involved many times.  The modem is Xfinity's device and apparently no longer allows UI acces via HTTP.
I am using a pfSense router behind the modem, but I have tried others as well to rule out problems there.
Here is a graph of the outages from the pfSense router.  As you can see, they're getting worse.

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XfinityRichard

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Hi there, @lilgoomba916 Thank you for taking the time to reach out. I'm truly sorry for the issues you are experiencing with your service. Since it's been a day since you last posted, are you still having the same issues?-Richard

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.
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5 days ago

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lilgoomba916

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Hi Richard,
Yes, same issue.  I am still getting heavy packet loss and loss of connection, specifically during the late afternoon/early evening.

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5 days ago

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XfinityPeterH

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lilgoomba916 Makes sense since you stated it happens daily and the screenshot shows that too. Let's pull up your account in our DM and see what can be done. Please send us your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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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lilgoomba916

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I just sent a DM.  Hopefully, support can resolve this issue, as it has been ongoing for over two months.

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5 days ago

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lilgoomba916

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3 hours ago

This issue was resolved after my modem was re-provisioned.  There has been no packet loss since then.

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