Regular Visitor
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6 Messages
Internet drops every night for around 5 minutes
I've been having this issue for 6+ months where my internet drops once a day every day. Have communicated with Xfinity tech support numerous times each time they indicate they are boosting the signal or some other buzz word and problem continues every night. Finally got them to sent a tech, charged me $100, they could not find a problem, said all signal levels were fine but still they replaced the Xfinity modem and problem continues. It started more than 6 months ago while using my own Motorola modem, thinking my equipment was the problem I opted to replace it with the Xfinity rented equipment and the problem continues. I am on my 3rd Xfinity modem as they keep telling me to replace it and I do in order to keep them working on the problem yet the problem continues. The modem actually goes offline as if I go into my Xfinity app (using cell service since my internet is down) it shows my gateway offline and it comes back up in about 5 minutes. The current cable run to my house is only about 2 years old so it is new although I have had my Xfinity (formerly Comcast) for nearly 25 years! When my internet is online it tests as very good, speed is running faster than what it is rated for and no issues with speed or connectivity until it drops out for 5 minutes between 7pm and 9pm.
So again, the internet completely drops between 7pm and 9pm every night, it is very rare that it does not happen. It occurs weather I am using anything on the internet or not, I know it happens as my google device will show on the screen no internet access when it occurs or if i am streaming something of course it stops and the xfinity app shows my modem offline. It even occurs if I have something directly plugged into my modem (no wifi) which makes sense since the Xfinity app shows my modem offline. As far as I know it only occurs once a day 7pm to 9pm.
What Xfinity equipment is shared between neighborhoods in a community that can cause this sort of problem/5 minute outage and how do we get Xfinity to identify the problem and fix it?
As I said I have contacted tech support over and over and cant seem to get a resolution. I doubt the problem is local to me as my neighbor says it happens to them. Additionally a local facebook page for the community that I live in, people all over the community are reporting the exact same problem on their Xfinity going offline for about 5 minutes every single night between 7pm and 9pm. They have also contacted tech support and had techs come out but the problem never gets resolved. Since a large group of people are experiencing the exact same problem at the exact same times for less than 5 minutes every night it seems very likely the problem is an area issue with equipment, either something is resetting or switching or some equipment is defective causing the outage every night 7pm - 9pm. Since the outage is less than 5 minutes no one at Xfinity claims to see any problem when they look at it which is true, by the time someone looks at the problem everything is back online.
gwc
Regular Visitor
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6 Messages
1 month ago
Just to add to this, when the internet goes out I have numerous times tried to run a test using the Xfinity app (on my iphone using cell service since the internet is down) and it does NOT indicate any network outage but will say my modem is offline. By the time I keep fooling with it and it comes back up within 5 minutes and the test runs it does not find any problem and it runs a speed test which indicates faster speed then what it is even rated for. When contacting Xfinity tech support they do the same and say everything is fine and always assure me the problem is fixed yet it happens again the next night. It has never happened more than once a night and is always between 7pm and 9pm. When a xfinity tech support runs a test they always say everything is fine, we have done it so many times I cant count including a tech onsite running tests. Before the outage everything tests fine, after the outage everything tests fine, the internet just goes completely dead for about 5 minutes once a night. It occurs almost every single night now for more than 6 months and like I said it is not just me but hundreds of people in this area experiencing the exact same problem. It occurs with wifi and direct wired connection.
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user_wx43dd
1 Message
1 month ago
Same thing is happening to me and the only thing I have connected to my router is what I use to do the test with. Glad I'm not the only one. Mine lasts longer than 5 minutes but I'm told it's too late to send a tech out since I've noticed it happening between 8-10.
(edited)
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user_62p3mo
Visitor
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3 Messages
30 days ago
I’m having the exact same issue except that it happens at 4:07 AM to 4:10 AM. My firewalla is reporting its losing WAN connection for 3 minutes and 30 seconds. It’s definitely something that is scheduled as it’s happening every night at approximately the same time and duration. It’s also happening with the neighbors. Their online chat is useless. I suppose it’s time for me to reach out to my contact at the Indiana Regulatory Commission and file a complaint. They have been very helpful and responsive to my issue in the past.
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