Visitor
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3 Messages
Internet cuts out from 11pm to 5am every night, interrupting everything
I am using a desktop wired to the xfi gateway using an ethernet cable. Through 11pm to about 5am, the internet will cut out intermittently every night. It will do it for long enough that it kicks me out of any game I might be playing. I have previously contacted support and they blamed it on an outage in my area, despite this happening before and after the outage.
This has happened consistently since joining xfinity.
I have tried restarting the xfinity router, adjusting and replacing ethernet cables, resetting wifi settings, resetting the router, and probably countless other small things to no avail.
BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
Network problems are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
Faults in coax cable and its connectors are often sensitive to environmental factors like temperature, vibration, moisture, etc., especially in the presence of marginal levels or excessive noise. One poster a few years ago stated that an overnight connectivity problem they were having turned out to be caused by a faulty street light control unit, so you never know. It's also possible that cause is further up the line, but troubleshooting starts where the trouble is observed.
If you have downstream power levels as low as -11 dBmV, that's borderline/too low. As stated, if you can't find a way to improve that the next step would be to have Comcast send out a premise tech to identify and correct the problem.
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
Plus 11 is borderline/too high. See Internet Troubleshooting Tips for the acceptable signal level ranges.
(edited)
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