dwcerino1's profile

Visitor

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2 Messages

Tue, Aug 31, 2021 8:52 AM

Lose connection

Since my new modem was put in August 14 ever since August 16 every day between 3 AM and 5 AM it goes out for about 2 to 3 minutes then comes back on. So far this is the only time this is happening. So far.

Contributor

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15 Messages

3 m ago

I 'upgraded' my old trusty modem-only unit (mistake!) in Feb with this Arris TG1682G gateway (modem/router). It has been rebooting itself between 3AM-5AM daily ever since. Numerous chats/calls still no go. A tech visited in Jul to replace unit and checked line - still same thing.

Another tech is coming out on 9/1.

This comment has been converted into a post

Official Employee

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87 Messages

3 m ago

Hi there @dwcerino1, and thank you for posting to the Xfinity Help & Support Forums to share your experience. I'm sorry to hear about the intermittent connection. I work during those hours and know first hand how much of an inconvenience that could be for me.

 

Are you still noticing this on your end? I wanted to ask if it's possible this could be due to planned or unplanned maintenance? You can see this information in the My Account App real time. Since this has happened in the past, we can check for past outages to confirm, or investigate further by chatting in a private message.

 

To send a direct message [private message]:
   Click "Sign In" if necessary
   Click the "Direct Message" icon or https://comca.st/3BrfeUW
   Click the "New message" (pencil and paper) icon
   The "To:" line prompts you to "Type the name of a person". Enter "Xfinity Support" here.
   - 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. 

 

[Permission from and credit given to BruceW]

 

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