Skip to main content

    Support

    Offers

D
dankyu
1st Topic
1st Reply

5 Messages

Saturday, December 21st, 2024 4:39 AM

Internet very slow 30 minutes every night around the same time

Our internet is very slow (like 3mb/s) every night around the same time ~7:45pm for 30 minutes. We get up to 1gb/s download, so this shouldn't be happening daily. 

I've already tried restarting, troubleshooting and got the latest cable modem last week. 

The appointment system doesn't work either. 

Question

 • 

Updated 

1 month ago

49

5

0

Was this helpful?

XfinityJeniece

Official Employee

 • 

2.7K Messages

1 month ago

Hey there, dankyu, thanks for reaching out through Xfinity
Forums. We would be happy to help you troubleshoot your internet connection. I work from home and I know how important it is to have a solid internet connection. I see you sent over a Direct Message and we will go ahead and help you with your connection there. We look forward to working with you. 

 

0

0

EG

Expert

 • 

108.3K Messages

1 month ago

@dankyu @XfinityJeniece 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

1

0

dankyu

5 Messages

@EG​ All I want to do is resolve these internet issues that are still ongoing after receiving a new modem. The troubleshooting assistant keeps looping me and I am not able to book an appointment for a tech. It continually asks me to troubleshoot and never actually lets me choose to book appointment. 

This seems to be the only thread that pointed me at all to getting close booking an appointment. Your official employee colleague posts in below link to message xfinity support. It is 3 years old, so probably dated. I couldn't find anything more recent that seemed helpful. If this is the wrong way, please provide guidance. I'm trying to do my part in searching before asking. It really shouldn't be this difficult, unless I am causing that. 

https://forums.xfinity.com/conversations/customer-service/schedule-a-tech-appointment/61cc8f65e41a4a46af429c0f

The main issue is my internet is awful for 30 minutes every night around the same time, almost like it's scheduled. Am I the only one? This is unacceptable around 7:45PM. Can we fix this without a tech or approved xfinity support? Thank you. 

Like

Reply

1 month ago

0

XfinityThomasC

Official Employee

 • 

2.2K Messages

1 month ago

@dankyu We want to thank you for reaching out on the Community Forum for support with your Internet Connectivity and phone issue. We are glad we were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!

0

0

EG

Expert

 • 

108.3K Messages

1 month ago

@XfinityThomasC 

Would you please share with the community what the solution was so that all readers here may possibly benefit from it. Thank you. 

1

0

user_c5ab02

Visitor

 • 

3 Messages

@EG​ there is no resolution...

Like

Reply

1 month ago

user_c5ab02

Visitor

 • 

3 Messages

1 month ago

FWIW i am having the a similar experience at 10pm-12am EST.   my modem even logs indicate the following issues repeated over and over again: The issue then stops until the following day around 10pmEST

JAN 01 2025 22:00:02

Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value
Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Critical (3)SYNC Timing Synchronization failure - Loss of Sync

Seems like Xfinity likes to ignore this one, as evident by lack of responses to others experiencing the same issue.

1

0

dankyu

5 Messages

@user_c5ab02​ I believe this is the process and some notes on my experience: 

  1. Use the xfinitity assistant first to do their basic checks. Going to assume this didn't resolve your issue. 
  2. Post your problem in the forums and wait for a Xfinity employee to reply. I didn't do this properly, though I eventually got the support needed. 
  3. Reach out to xfinity support via messaging. https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
  4. Troubleshoot with the xfinity support rep. 
    1. They will do the basic checks first, like the AI assistant.
    2. The rep sent signals and diagnostics for our cable signal. Our signal was still poor. 
  5. Schedule a tech - the xfinity support handled that. Side note: I wished it was more straight forward to do this myself as the ai assistant wasn't working. 
  6. Tech visit. 
    1. Tech tested cable signals and splitters. 
    2. Signal was boosted and resolved. 

Like

Reply

1 month ago

0

forum icon

New to the Community?

Start Here