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Wednesday, September 11th, 2024 5:18 PM

Severe internet speed issue, but only in the evening hours?

For the past two weeks, we've observed a drastic degradation of our service each night, approximately between the hours of 6pm and 11pm. I recognize that this time of day is a 'prime time' of sorts for home internet usage, and that cable internet is susceptible to slowdowns based on increased levels of activity in the local neighborhood.
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However, the degree to which it's been slowing down lately is not at all acceptable for the level of service we're paying for ($109/mo Gigabit). I have been conducting tests on SpeedTest.net most nights and have observed our speeds dropping as low as 1 Mbps for both download and upload, with erratically spiking latency and packet loss that are especially noticeable when attempting to play online games at these times. Trying to stream any video or music is similarly problematic.
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During any other time of day, our service seems to be functioning normally. Download speeds can reach 100+ MB/s and the ping to servers on this side of the country are in the steady 15-40ms range. I don't know what changed recently, but for most of the 5+ years we've been using Xfinity at this address, we have had little to complain about.
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And yes, I have already undertaken various troubleshooting steps at the request of the generally unhelpful automated support avenues. These include but are not limited to: making sure the coaxial cable is plugged in securely, restarting the modem, factory resetting the modem, and connecting directly to the modem to eliminate our router as a potential source of the issue. Interestingly, it was reported two different times while interacting with the 'Xfinity Assistant' and a live chat agent that the modem appeared to be offline when its status was checked remotely while the problem was occurring, despite that being the way I was able to communicate with them on my PC! That's how bad the quality of the connection is when it happens, I guess.
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I have not requested a technician visit because I don't want to pay for someone to come by during the day and tell me the service is working fine. As I said, I already know it functions normally most of the time. But it's that almost 1/4 of each day lately that is aggravating us to the point of considering switching to another provider.

Official Employee

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1.4K Messages

2 months ago

Hello @user_qel0yv, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

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