Visitor
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3 Messages
Internet drops 3 times a day, same time frame (50%+ download, 95%-100% upload loss)
7:45pm EST - 2/14/2026
First off, I'm using a PC. Windows.
I have had Xfinity internet services since Feb 2023.
I pay for the 1200mbps download and 40 (50?) mbps upload.
Wired Ethernet connection to a Xfinity XB7 Gateway.
I do a hard reset (unplug) almost daily.
I have multiple new Cat 5, 6, and Cat 8 ethernet cords to try, and two different ethernet ports (one on my motherboard and I bought a 2nd one to confirm to Xfinity that it WASN'T my hardware)
I have tried different coax cables as well...
Yes, I live in an apartment complex with about 20 other units in the building. I do understand network congestion, but there is no way that the congestion is almost 100% of my upload speeds and 50%+ of my download speeds.
I live stream (Twitch/Youtube/etc) which requires a constant bitrate upload of about 6mbps. I don't even need the full upload required for my plan and I know that other Xfinity users in my building may use some of that bandwidth.
So... Every Day, since mid 2024, after 3+ years of service with Xfinity... my internet will drop to barely usable levels. At first, it was just once a day, however that changed in April 2025. Now, I can prove that my full bandwidth drops 3 different times a day, at EXACT times and lasts until about an approximate time, each day.
I decided to take a little staycation off from work: Do some streaming, cleaning, etc.
I know that my internet likes to drop every day, 3 times a day, so I made a log of when that was happening. What I found out, was that my internet is throttled at certain times (On the dot!), the same times every day, and this throttling ends within a 15 minute window at the same times every day.
Mornings: 7:45am EST until 9-9:15am EST
Afternoon: 12pm EST until 1:30-1:45pm EST
Evening: 5pm EST until 8:30-9pm EST
Same times EVERY SINGLE DAY, recorded over 6 days. These times are consistent with the times I noticed my internet throttling for the past 2 years, but now I logged it and can prove it.
I ran some more tests. I always use speed tests by various sources, not just OOAkla or Google speed test, plus a constant Download and Upload (both individually and separately) stress bandwidth tests, like the one by StarTrinity, and Twitch's own Upload speed test with OpenBroadcasterSoftware.
Tech info: (Averages over 1 week)
Rx Packet loss (download) > 1%
Rx Jitter: 8ms - 26ms
Tx Packet loss (upload) 6-12%
Tx Jitter: 135ms - 655ms
All of these tests, during the time frames above, I'll receive about 600mbps download (for downloader tests) and 3mbps to 0.01mbps. Sometimes the upload test simply fail and kick me offline or claim nothing was uploaded. These tests only give these results during these time frames... "Peak Times" they would say, but so peak that I can't upload even a photo to instagram without it taking 2-3 minutes?! Sometimes I can't even send a signal to the website that I clicked on a link. Online gaming is impossible during these times. You think my inputs register?!
Needless to say, I've called into tech support at least 50+ times since 2024.
It takes 15 minutes to finally get to talk to a human, if at all. Screaming "Speak to a customer service representative" is not enough apparently. Sometimes it's an hour, sometimes never at all.
A few instances, I've spoke with what I hope was an actual human over text, which still didn't help.
Usually nothing resolves, and if so, it's only temporarily. In 2 years, I've had 1 or 2 techs come out, 100's of modem resets from both the app and the tech guy on the phone, I've bought new hardware of my own on my own dime... nothing has changed.
The answer is always the same:
- We see no issue
- No outages reported
- It's not on our end
- It's not our equipment
- I'm seeing full internet speeds here on our end, do another speed test
- If we send a tech out and prove this to you, we're going to charge you money for it
- It seems everything is working fine now, no need for tech support
The run-around is real.
One thing is curious, and it makes me feel like I'm taking crazy pills here... but this is where I am now.
When I call in to tech support... within minutes, of just talking, ZERO work on the phone tech's part... my internet RETURNS TO NORMAL.
Full upload and download. No issues the rest of the day. However, the next day, the internet is back to the same drops.
So I decided to test this theory today.
7:07pm EST
I called tech support from 1-800-Xfinity. I was hung up on by the Autobot 3 times when I was asking to speak to a customer service rep for tech support...
They restarted my modem twice.
They finally said that it would take 31 - 76 minutes to speak to a human. I scheduled a call back as I was not going to wait that long.
Ended the call around 7:20pm
At 7:21pm... The internet fully returned.
I [Edited: "Language"] you not.
1 minute after I hung up and the internet just works?!
Remember, I'm within that time frame of the internet being throttled, full upload and 50% or more of the download... and my internet just works.
I feel like a schizo, and I didn't want to be gaslit by Tech Support telling me "everythings looking fine here"... so when the Xfinity autocaller called back to get me on with tech support, I didn't pick up the phone.
Internet is still going strong right now, as of 8:21pm, still within that window of throttling...
I feel like I'm being messed with. This can't go on anymore. Do I need to call in every day to complain at 8am just to have good internet all day?!
Because that's what I'm about to do until this gets resolved or I get refunded for months of loss. Who needs to use the internet only at 10pm to 7am?!?!
Xfinity, please advise, fix this, or make me whole. If I didn't need internet, I'd have dropped my service with you by now. I'm no longer under contract.
Rll161
Regular Visitor
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13 Messages
8 days ago
I am 100% in agreement with you. I have been battling xfinity for the past two weeks. I have 1 GIG service. Suddenly a couple of weeks ago, my speed dropped from 940-980 mbps to 18-24 mbps. Phone tech support said my equipment was OK (Own my equipment - Nighthawk modem and Synology router); and the issue was with xfinity equipment. Tech comes out and says phone techs were wrong, it is my equipment - coax from basement to office not good. So, I bring my modem and router to basement where tech said all is OK. Guess what - still only pull 18-24 mbps.
I think maybe it is my equipment - so I take his advice, have them send me a XB8 combo modem/router. I set it up and get 940-980 mbps. REALIZE, the ONLY thing changed is ther modem function and router function - the rest of my network is NOT changed and the wiring in the house from basement to office was never changed. So, I can only conclude that the coax wiring in the house and my network is fully capable of 1 GIG performance.
So, I put the XB8 into bridge mode and connect to my router. Surprise, speed drops to 18-24 mbps.
Ok, so maybe my router is bad. So I buy the newer upgraded synology 6600 router and hook that up to the xfinity XB8 modem in bridge mode. My speed remains at 18-24 mbps.
Like magic, when I put the XB8 into regular mode (NOT bridge mode) and use builtin router, my speed goes right up to 940-980 mbps. Reverse the process - go back into bridge mode with synology router and speed immediately drops to 18-24 mbps.
I am not willing to use xfinity router since they can and do snoop at you. For example, one phone tech bragged that the new XB8 can see changes in the wifi signal pattern in your house and use that to know when you are home and even guess what part of the house you are in. CREEPY!
XFINITY IS DEFINITELY THROTTLING SPEEDS IF YOU USE YOUR OWN EQUIPMENT. THEY WANT YOU TO USE THEIR EQUIPMENT SO THAT THEY CAN SPY ON YOUR BROWSING AND TV HABITS AND SELL THAT INFO TO THIRD PARTIES.
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XfinityJeniece
Official Employee
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3.8K Messages
8 days ago
Hey there, @Reapurr, thanks for reaching out through Xfinity Forums regarding your account. This is not the customer experience we want you to have. I would be happy to take a look at your service concerns to get to the bottom of this for you. Can you please send us a Direct Message with your full name and your full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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EG
Expert
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116.2K Messages
7 days ago
@Reapurr @XfinityJeniece
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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Rll161
Regular Visitor
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13 Messages
6 days ago
UPDATE: I had phone tech support remove the XB8 from my account (and I physically removed all connections to the XB8). We then re-added the XB8 to the account and I reconnected power, coax and Ethernet/phone lines to XB8.
After talking with tech support, Low speed remained the same. After the phone call to tech support ended, I tried one more re-boot of the XB8 and the speed went up to 910+/- Mbps wired.
So, it was NOT Xfinity throttling the speed, but a “configuration or ???” Issue with the XB8. All I know is that it is working OK now.
(edited)
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user_z6xoc6
Visitor
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1 Message
3 hours ago
I am relieved and saddened at the same time to see thatI am not the only one experiencing these issues. I have been having the same issues since December 2025 when “network damage” then multiple rounds of “scheduled maintenance” occurred, after having fast reliable service for years. Now there is at least one “network damage” issue a week and I’m lucky if I only have one service interruption a day including EVERY night at about 10pm, the internet goes down completely until the next morning. I work primarily from home and can’t have the tv and my computer on at the same time without multiple scrolling sessions or having to switch my PC to my work hotspot just to be able to get my work done. Two technicians have come out and replaced EVERYTHING possible inside and outside of my house including upgrading the gateway to the XB8 (since apparently my old one couldn’t provide the speeds I was paying for anyway!?!?), replacing all coax cables, replacing all wiring inside the box attached to house as well as wiring from pole to house, including the last tech looping in his “network guy” to continue troubleshooting the issues and fixing the “known” issue of something being unplugged from a box attached to one of the poles in my neighborhood. Still, I experience constant lag issues and tests via the app show I get between 16% and 37% of my 2100mbps plan speed on average and the last tech said they can see how many lag issues, “noise in the line” and other errors recorded from my router in the last month - it was OVER 600! He showed me what they use on his phone and that the”red triangle” means noise or issues on the line.” I have restarted the gateway and physically unplugged/plugged it back in an innumerable amount of times but that only temporarily fix the issues - sometimes. I have also sought to “get help from Xfinity assistant” an innumerable amount of times but those also go nowhere becsuse I always get either “no outages detected and/or “we’re detecting an issue with the signal to your house” so let’s schedule an appointment for a tech to come out. However, the last tech to come out told me there is nothing else for them to do at my house because everything has already been replaced and the issue is not at my house so don’t schedule another appointment but just contact him directly for any future issue. I communicated with him back and forth showing ongoing issues including “no network connection” and lagging/slow speeds even when the gateway light is white and the app says “you’re online” and “your Wi-Fi is booming” with him telling me that they’re working on it and sorry it’s taking so long. That lasted for about two weeks until I asked him to escalate this issue and also asked him to speak to his supervisor about a credit on my bill due to this ongoing and STILL unresolved issue. That communication was on 2/5 and I have received ZERO responses since my last text on 2/5.. This is beyond insane and I am looking to find another ISP at this point.
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Reapurr
Visitor
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3 Messages
1 hour ago
It's been 10 days and I have seen 0 results yet.
When I talk to a "person" I assume, over DMs on the forums, it takes 20 minutes to an hour to hear any response back.
They sent some "signal" to my internet about 5 days ago, and since then, nothing has changed.
In fact, it got worse between 9am and 3pm EST. WORSE! I now can not use my internet in a stable condition for 40-50% of an entire 24 period. If you count normal hours in which a person would be awake, we're talking 70-80% of the day.
At this point, I want compensation for all of the time I have been missing from being able to use a stable internet connection.
Comcast Xfinity has a Monopoly on ISP in my area. Not a single internet service aside from Comcast Xfinity is available to my area.
So it's either pay them for gross incompetence or have no internet.
It's Feb. 24th.
If it's not fixed by the end of this bill cycle, I will be cancelling my internet service.
I'd rather have nothing than pay for something that I can not use it for what I intend.
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