Visitor
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4 Messages
Internet cuts out every night multiple times starting at 7:30pm, has been going on for months.
Internet cuts out every night multiple times starting at 7:30pm. This behavior goes on until 2-3am, we loose connection sometimes 3-4 times an hour, most of the time for 30 seconds or so, but sometimes it can take a minute or two for the internet to come back. This all started a couple of months back, after we received an email saying that we had been upgraded for free to faster internet. What a joke, more like a downgrade.
The issues started the following day and have been going on like clockwork every single day at the same time. We have the XB6 modem (TG3482G) and we mostly use a wireless connection.
We have reported the issue to support, but they are clueless. The last time they were certain that resetting our username and password would take care of the issue. Huh??? Needless to say, the issue continues.
Any clues? We are seriously considering dropping Xfinity and going to a different provider.
XfinityThomasA
Official Employee
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2.3K Messages
3 years ago
Hello, @user_d9417b. Thank you for the detailed message and for visiting the Xfinity Forum to help the community grow. I know that the internet cutting out on wireless devices can be a nuisance, and it's important to us that you're able to get the most at of your home network. I'm a customer too and understand it's important to have a great connection on every device and in every room all times of day. Please review the Connection Troubleshooting Tips here which had been provided by one of our awesome community experts. If issues persist after reviewing these tips; could you please send our team a direct message with your full name and full address? We can take a closer look at the account and work together towards a fix.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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 it
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user_bb801b
Contributor
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167 Messages
3 years ago
Late to the thread here but wading in anyways...
Couple items needed to understand specifically what's behind the issue experienced... Cutting out on single or multiple devices?
Tried ping the internet to see if getting out from the user device in question?
What is the significance of 730pm, does everyone get home from work at the same time and jump on web? Maybe congestion on net causing dropped packets, spotty service.. How far is the residence from the junction box at street level. Anyone else in neighborhood experiencing issues, slowness, streaming cutting out, etc.,
Wired connections directly behind the cable modem have this issue as well or no?
With the above, in better position to diagnose, assist.
Just my .2 cents
Thanks and good luck.
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user_d9417b
Visitor
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4 Messages
3 years ago
@XfinityThomasA I am starting a direct message with support, because we have been through all of the troubleshooting steps before and no progress. Last evening at 7:20pm the service went out again for a couple of minutes, then again at 8:06pm and it was never able to recover until aroun 9pm. I work from home, during the day there are no issues, but come 7:20pm the issues start.
@user_bb801b than you for your response. Here is the answer to your questions.
The issue affects all of our devices: one desktop connected via ethernet, three laptops connected wirelessly and our cellphones connected via wifi.
7:30pm has no significance other that at around 7:20pm-7:30pm is when the issues start. My wife and I work from home and experience no issues during the day, and our kids get home from school at 4pm and they get on immediately, but the issue happens on Saturdays and Sundays as well.
Junction box is about 30-35 away. I am not aware of others having any issues and the xfinity app shows no issues detected.
Wired connections have the same issue, one desktop, fire cube, etc.
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user_8e578c
Visitor
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1 Message
3 years ago
I have the same issue! But it starts around 8:30 (EST). Also 100% fine when I am in zoom meetings all day, watching tv during the day, in multiple devices, but 8:30 rolls around forget about streaming ANYTHING for more than a few seconds. Haven’t been happy with Xfinity for a long time, always trying to find ways to get more money out of your for less service… just another example.
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