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user_pgvfmv
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Wednesday, November 12th, 2025 7:11 PM

internet keeps going out between 6 pm to 6 am.

Picked up and installed the newest modem 5 days ago, but the last 2 nights the internet goes on and off starting around 6 pm through 6 am. the first 3 nights were no problem, but now it wont stay on. speed to gateway is in the 200's but around lunch time  over 1300 . 

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4 hours ago

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XfinityGabriel

Official Employee

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2.8K Messages

6 hours ago

 

user_pgvfmv, Hi there! Thanks for taking the time to reach out. As someone who depends on my internet services to work correctly for my remote job, I can understand the importance of getting this fixed as quickly as possible. I am sorry to learn about this experience. You've reached the right team to help with this over social media. Let's get this fixed. If you were to run an internet health test like in this link here: (https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting) via the Xfinity app, what results does it pull for you?

 

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user_pgvfmv

Visitor

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2 Messages

it says the connection to your home looks good. 117% plan speed.  latency 17ms

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6 hours ago

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XfinityJohnG

Official Employee

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2.3K Messages

Thank you very much for checking on that. Normally that is a great sign for the service. I will be happy to take a look at your service from here. Can you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" 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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 hours ago

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EG

Expert

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114.5K Messages

4 hours ago

@user_pgvfmv @XfinityJohnG 

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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