Contributor
•
66 Messages
Internet connection drops every day at 1AM
I have an Arris S33 modem which I activated on May 27, and have discovered a connectivity issue which may or may not have existed before. I'm mentioning this because I've only recently been staying up later than usual which is how I discovered the issue.
My internet connection drops every day at around 1AM and connection returns within 5 minutes. Never longer than that. This has been happening the whole month of June. The schedule is the same every day and has not changed. It is not just Wi-Fi but also when connected via ethernet on my desktop computer.
I have an Amplifi Alien mesh router which is up-to-date firmware wise but I've already ruled it out as the culprit. During this whole month of troubleshooting, I've been on my desktop computer directly connected to the modem as well.
When I lose connection at 1:00 AM, the light is still solid blue on the S33 modem but my Xfinity app says it is "Offline". My Alien app shows device is not connected to the internet and "No Internet Connection" is displayed on it's screen.
Looking for some help in further troubleshooting this issue. Where should I be looking especially when the connection drops at same time every day?
Thanks.
XfinityDena
Official Employee
•
3.2K Messages
2 years ago
I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!
We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken outside of checking firmware?
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
0
0
mistergsf
Contributor
•
66 Messages
2 years ago
I have used the Xfinity app to check for outages and service interruptions and there have been none during the times I lose internet connection. I chose the Arris S33 based on Comcast Xfinity recommendations for approved modems. What troubleshooting can I do aside from power cycling each device and making sure my firmware are up-to-date? Is there anything my modem can report to you to help with troubleshooting? I lose internet connection every day at the same time. There must be a good starting place. Arris support has maintained the can't find any indication of a fault with the modem and since it is a consistent daily occurrence, Comcast is where I should start first.
Thank You.
3
0
BrujahLoca
1 Message
2 years ago
The issue, isn’t an issue.
The problem is we are paying for services that is “interrupted” due to provider running test.
they placate customers, blow smoke and beat around the bush.
Our security cameras connect to Internet and while providers are nightly “testing” and internet is down, our vehicles, garages and HOMES are broken into because these crooks have it down because the “testing” is like clockwork. bring it up to XFINITY they empathize and suggest if we switch to XFINITY security ….. rest assured we wouldn’t have that issue.
seriously?! Pretty gutsy thing to say.
they need to leave it alone.
(edited)
0