Internet goes down every night at same time

@XfinityGabriel​ 

Thanks for replying! Yes, when this occurs, multiple devices (wired/wireless) are unable to connect.

@XfinityGabriel​ 

I tried multiple times and the test failed to connect to gateway every time. It was stuck at 0.00/200.0 

and then goes to a screen that says “Gateway speed test isn't available right now.

Try again in one minute.”

but it does not work in a minute.

also @EG thank you for that information I did not know that. Unfortunately, mine goes down every single night between 2-3 AM so I am thinking it is not just the maintenance unless they do that daily

Thank you for the update on this @Ashbuggy I can see how running into this every night would be frustrating, so we're committed to getting this working as you need it! The information @EG shared is very helpful, thank you for that! That may be part of what you are experiencing, but its definitley not something that happens every night. Have you checked the Status Center to see if there are ever any interruptions active when you notice the connection cuts out? Have you performed a modem reset since this issue started happening?

@XfinityKatie​ 

The modem has been restarted multiple times and yielded no success. I am really worried because I need this for work, but it cuts out every night right around 3AM Eastern. Any ideas on what I should do? We have an xfinity in Lafayette, but I am not sure if its an issue with my router or my apartment buildings wiring itself.

@XfinityKatie​ 

Hi just checking again if you had any ideas I can try?

Hey, @Ashbuggy! I had a chance to look into a few things and the signal to the modem looks to be within specification. Having a look into service interruptions, there have been 2 posted recently but only affected video service around 2-3 am. Since it has been a few days are you still having the issue? If so, has it been raining around the time you notice the internet going out? I ask as from our side everything looks fine and water in the line could cause this issue. Also, the coax cable from the back of the modem, does that go to a wall plate or does it go into a splitter before going into a wall plate?

@user_15ey4m Good morning! Thank you for reaching out to our Community Forums Team for assistance with your services. As our expert mentioned, it shouldn't be going down for an extended period time. Is the rest happening for a long period of time?