Regular Visitor
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6 Messages
Repeated internet loss every night.
Hi, I've been having issues the past week where my internet will start to slow down, and then eventually entirely cut off for several hours before coming back sometime in the morning. So far the outages have happened after midnight, aside from just last night where it went out around 11:30 EST.
I've checked all the cables in my home, and I've power cylced the gateway multiple times (Technicolor CGM4140COM xFi gateway), I've gone through the site to do any trouble shooting methods and checked for errors or interuptions there with no luck either. In the settings for the gateway, during these outages, the only thing that looks off to me is the Xfinity Network, which shows that it's inactive. Windows provided me with an error that said that there is a DNS issue, though I've only seen that once.
During the day my internet is fine, I'm hitting my speeds as expected and I can have several devices connected and streaming content at once with no issues, which leads me to believe the hardware is fine. Much of my work is done at night, and that's when I need my internet to function the most. I would call for a service tech to come help me out, but due to the current health situation I don't feel that it would be safe for them or for myself and my family.
Thanks in advance for any help!
KyleBarrentine
Regular Visitor
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6 Messages
5 years ago
An update, happened again around 5 AM EST, was out for 4-5 hours. The varience is such a large window that I have no idea what it could be. I thought it could have been just a busy time, but who else but 3rd shifters are up at 5 AM? I'd very much like to get this fixed ASAP.
Thanks again.
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KyleBarrentine
Regular Visitor
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6 Messages
5 years ago
Interestingly there's a new aspect to this problem, tonight after my internet predictably went out, for the 8th or 9th day in a row, I decided to check the gateway settings again. This time the gateway says there's an internet connection, but the Xfinity Network tab under connection>status says "Internet: Inactive".
That's the first time this has happened, and this is also the earliest that my internet was cut off. At this point I'm paying full price for half as much service, and if I lose my job because of this, I won't be able to afford to keep any internet. I desperately need a solution to this problem, and none of the support through the Xfinity support portal, phone techs, or even the twitter page have been any help.
Edit: I've been messing with the Gateway settings, and it looks like the Xfinity Network Initialization Proceedure keeps starting over before it completes.
This is as far as it's got that I've seen before it resets back to NotStarted on everything.
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techaddict
Frequent Visitor
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11 Messages
5 years ago
So my problem isn't nearly as bad as yours, but still annoying. It's going down around midnight CDT every night - just about the time I'm going to bed to watch my Roku or Firestick. If I don't have internet, I can't watch either device.
I haven't done troubleshooting on this at all since I'm certain it's not my equipment causing it.
My PC is off, so Windows isn't doing anything. I have a large UPS so it's not power related. I think Comcast is doing some maintenance or similar each night. I haven't reported it because the issue happens at night, then after sleeping all night, I don't remember I have an internet issue.
You said Eastern time in your post, I'm Central time - so we're in different regions. So our downtime is likely caused by 2 different problems. I hope it gets resolved soon. If I can remember, I'll contact them and see if they can verify these outages and fix them.
It sounds like you've spoken w/ support and gotten no help. I hope that changes for you.
Cathy Keeton
Kansas City, MO
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KyleBarrentine
Regular Visitor
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6 Messages
5 years ago
After finally getting in contact with someone who could actually help me, I found that my issue was in faulty wiring and I had to rewire my home, I waited a few days just to make sure I didn't have any other issues before I responded here, but so far the issue seems solved.
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perry470
Regular Visitor
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3 Messages
5 years ago
When you say faulty wiring and rewired the whole house, do you mean you changed a Ethernet cable or the coaxial cable inside the wall?
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Allyder
New Poster
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1 Message
5 years ago
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user_6e18fc
Visitor
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2 Messages
4 years ago
Mine has been doing this for several months and so far nobody at the cable company can answer my questions, if it’s the wiring, how come it happens on schedule 99% of the time?
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user_6e18fc
Visitor
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2 Messages
4 years ago
Does anyone know who has a better internet connection for the money, I am paying way to much to be dealing with this problem every night, and they don’t have any interest in fixing the problem
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user_96e91f
Visitor
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1 Message
4 years ago
Having same problem right, I can’t stream Amazon Prime , it’s just loosing connection!
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EG
Expert
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110K Messages
4 years ago
All. Please create a new topic of your own here on this board detailing your issue. Thanks. 10 month old dead now being closed.
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