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Wednesday, March 13th, 2024 1:50 PM

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Losing internet service fully and repeatedly during same time intervals each day

Just now we lost internet service at 9:11am, 917am, 923am US ET fully.  This has occurred each day, typically in the 830am-930am and 1200pm-2pm windows each day for 3 months.  Outside of these instances, internet service/bandwidth is strong and as expected.  However, the incredibly frustrating pattern makes it impossible to work from home, schedule virtual appointments, etc.  It occurs whether there are multiple people and devices in the house and when there is one person and one device connected.  The drop is a full drop and the return typically happens automatically within 2-3 minutes.

It seems we are experiencing something similar to that documented here: https://forums.xfinity.com/conversations/your-home-network/what-would-make-my-internet-cut-out-every-day-around-the-same-time/62017406e5fd17166fe4c121

This post is among our last swings.  We have been with Comcast for 15-20 years.  We have reported this issue and had several hours long calls with support for troubleshooting.  We recently received and replaced modems and other equipment (even though what we had was reasonably new).  Comcast also sent notifications to us over the past month saying that they were aware of service issues in our area and that work was being done....each time we thought the issue might be resolved but it was not.  Comcast service person coming to house tomorrow.  If not fully fixed we are off to competitor - we can no longer tolerate this level of service, esp considering what we have paid over the last 3 months for it.

Posting this in case anyone has had similar issue that was successfully resolved.  I will relay related info to Comcast tech tomorrow.

Official Employee

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2K Messages

1 year ago

@user_ytmt5p

 

I work from home and have a teenage online gamer so having a strong reliable connection with the music in our home! I'm glad you did get a technician schedule.

This link https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting for the future has great information on troubleshooting Internet connections is the issue cant be resolved remotely via the app you will be connected to the Xfinity assistant to schedule a technician visit

New Poster

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2 Messages

1 year ago

A few days ago, received an email from Xfinity notifying my internet speed has been increased from 65mb to 100mb at no charge, and speed test shown as such, however my internet keeps dropping probably 5-6 times day or night, internet always come back after a while.  Xfinity assistant (automation) verified my line signal, and modem are all good. Not sure what would be the issues? 

Official Employee

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2.1K Messages

Greetings, @philipl! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your connection, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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