Internet Drops Same Time Nightly

Randomly around a few months ago, my internet started to drop out every night between 7:00PM to 9:00PM and has continued since. The internet is only off for around a few minutes, as my connection will come right back after that time. It is usually noticeable because either my TV stops streaming for that time, or I might be in the middle of an online game and get disconnected. I have even been next to my equipment when it happens, and the only thing I notice is the service light on my modem flashes indicating it wasn't getting any. These devices are plugged directly into my home internet, namely my gaming PC is plugged into the router right next to it.

I have no idea what this issue is or what is causing it. The only suspicion I have is that whatever is managing my service into my house is having a problem and I can't fix it myself. In the time I have been having this problem, I have:

1. Replaced my Router (GL-iNet GL-MT6000 Flint 2)

2. Replaced my Modem (Netgear Nighthawk CM2000)

3. Xfinity came out and replaced my line and buried it

Every piece of my home internet solution has been replaced and this issue still occurs. I do not really know what to do next other than leave Xfinity for AT&T since they will buy out my contract. I am just frustrated because I do not believe the problem is in my control and I do not understand the steps to fix it. Any service technician I have had out has no idea what the problem is and any online rep will just place a ticket to have a tech come out. I really have enjoyed the service with Xfinity up until this point and prefer them over AT&T in my area but this is unbearable. I have to be cautious joining any online game around this time every night with the fear of being disconnected during it.

Does anyone have any clue as to what my next steps to resolve this issue are?

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XfinityThomasB

Official Employee

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1.8K Messages

1 month ago

Jamespband Have you attempted to test connecting the gaming PC directly to the modem without the router in the signal chain?

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J

Jamespband

6 Messages

After I saw this recommendation, I attempted it last night 3/4 around 7PM. My gaming desktop was plugged in directly to the modem and I was playing the new Monster Hunter Wilds. At 7:58PM, my internet dropped out, and my ONLINE light on my modem was off and a few moments later it started blinking, then went solid white and my internet was restored. Link below for more info on the status lights.

https://statuslights.com/statuslights.php?vendor=Netgear&device=Nighthawk-CM2000

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1 month ago

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XfinityThomasB

Official Employee

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1.8K Messages

Thank you very much for the details, Jamespband. Quick question, is there an internet drop out happening on all devices, or is this isolated to the gaming PC? I was also curious if this isolated to the gaming PC, are you seeing the fall-outs whole PC wide, or just within the gaming end of things?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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J

Jamespband

6 Messages

@XfinityThomasB I could test this, but I would lean on it not being the gaming PC considering all of my devices on the network drop out. My wife also streams/games and notices the interruptions as well.

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1 month ago

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XfinityThomasB

Official Employee

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1.8K Messages

Jamespband gotcha! Are either of you downloading any in game content while streaming? I am a pretty active gamer, the core of our team here is pretty savvy with variables that impact online gaming. Upload wise, are you also pushing up content while you might be downloading? Just looking to get a handle on some of these variables.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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J

Jamespband

6 Messages

@XfinityThomasB Not to my knowledge. Most of my games are preloaded and aren't big MMO titles. The game most recently I have been playing is Monster Hunter Wilds which requires online connectivity, but it is ultimately a single player game. We use many normal streaming apps like YouTube, Hulu, Netflix and this outage has occurred using many combinations of these services.

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1 month ago

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EG

Expert

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109.7K Messages

1 month ago

@Jamespband wrote;

I have even been next to my equipment when it happens, and the only thing I notice is the service light on my modem flashes indicating it wasn't getting any.

That typically indicates a connection problem / signal impairment between the modem and the Comcast system.

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

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J

Jamespband

6 Messages

Here is all the information you requested. I can also provide pictures if you need them as well.

Cable Connection
Cancel Apply
Cable Diagnostic
Status: Good
Action:
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
CM Status:
Downstream Status:
Upstream Status:

Refresh Save Cable Diagnostic Info

Advanced Information
Frequency Start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
0

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel	591000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	28	591000000 Hz	1.5 dBmV	44.3 dB	385	1458
2	Locked	QAM256	13	501000000 Hz	1.8 dBmV	44.8 dB	7	0
3	Locked	QAM256	14	507000000 Hz	1.6 dBmV	44.7 dB	0	0
4	Locked	QAM256	15	513000000 Hz	1.5 dBmV	44.7 dB	0	0
5	Locked	QAM256	16	519000000 Hz	1.6 dBmV	44.8 dB	0	0
6	Locked	QAM256	17	525000000 Hz	1.7 dBmV	44.4 dB	0	0
7	Locked	QAM256	18	531000000 Hz	1.8 dBmV	44.6 dB	0	0
8	Locked	QAM256	19	537000000 Hz	1.8 dBmV	44.5 dB	0	0
9	Locked	QAM256	20	543000000 Hz	1.5 dBmV	44.2 dB	0	0
10	Locked	QAM256	21	549000000 Hz	1.3 dBmV	44.5 dB	0	0
11	Locked	QAM256	22	555000000 Hz	1.4 dBmV	44.5 dB	0	0
12	Locked	QAM256	23	561000000 Hz	1.8 dBmV	43.9 dB	0	0
13	Locked	QAM256	24	567000000 Hz	2.0 dBmV	44.3 dB	0	0
14	Locked	QAM256	25	573000000 Hz	1.9 dBmV	43.9 dB	0	0
15	Locked	QAM256	26	579000000 Hz	1.9 dBmV	44.5 dB	0	0
16	Locked	QAM256	27	585000000 Hz	1.6 dBmV	44.4 dB	0	0
17	Locked	QAM256	29	597000000 Hz	1.6 dBmV	44.4 dB	0	0
18	Locked	QAM256	30	603000000 Hz	1.9 dBmV	44.5 dB	11	0
19	Locked	QAM256	31	609000000 Hz	2.1 dBmV	44.5 dB	15	0
20	Locked	QAM256	32	615000000 Hz	2.0 dBmV	44.5 dB	11	0
21	Locked	QAM256	33	621000000 Hz	1.9 dBmV	44.4 dB	13	0
22	Locked	QAM256	34	627000000 Hz	1.5 dBmV	44.2 dB	12	0
23	Locked	QAM256	35	633000000 Hz	1.7 dBmV	44.3 dB	0	0
24	Locked	QAM256	36	639000000 Hz	1.9 dBmV	44.4 dB	0	0
25	Locked	QAM256	37	645000000 Hz	2.1 dBmV	44.4 dB	11	0
26	Locked	QAM256	38	651000000 Hz	1.9 dBmV	44.3 dB	14	0
27	Locked	QAM256	39	657000000 Hz	2.2 dBmV	44.4 dB	11	0
28	Locked	QAM256	40	663000000 Hz	2.1 dBmV	44.4 dB	0	0
29	Locked	QAM256	41	669000000 Hz	1.9 dBmV	44.3 dB	0	0
30	Locked	QAM256	42	675000000 Hz	1.7 dBmV	43.2 dB	0	0
31	Locked	QAM256	43	681000000 Hz	2.1 dBmV	44.3 dB	0	0
32	Locked	QAM256	44	687000000 Hz	2.0 dBmV	44.2 dB	0	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	20	5120 Ksym/sec	35600000 Hz	38.3 dBmV
2	Locked	ATDMA	18	5120 Ksym/sec	22800000 Hz	38.0 dBmV
3	Locked	ATDMA	19	5120 Ksym/sec	29200000 Hz	38.0 dBmV
4	Locked	ATDMA	17	5120 Ksym/sec	16400000 Hz	38.0 dBmV
5	Not Locked	Unknown	0	0	0	0.0 dBmV
6	Not Locked	Unknown	0	0	0	0.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels
Channel	Lock Status	Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier
Number Range	Unerrored
Codewords	Correctable
Codewords	Uncorrectable
Codewords
1	Locked	0 ,1 ,2 ,3	193	957000000 Hz	0.58 dBmV	43.6 dB	148 ~ 3947	9429269050	2636483643	5443
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels
Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Extended Upstream Transmit Power

Current System Time:Wed Mar 05 08:20:51 2025
System Up Time:6 days 13:40:13

(edited)

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1 month ago

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Your Home Network

Jamespband

Internet Drops Same Time Nightly

XfinityThomasB

Jamespband

XfinityThomasB

Jamespband

XfinityThomasB

Jamespband

EG

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