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Internet fails at same time everyday (11:30 AM PST).

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Regular Visitor

Internet fails at same time everyday (11:30 AM PST).

Hi,

TL;DR

My Internet disconnects everyday at 11:30 and I have to reset it couple of times before I can get back a reliable connection again.

 

Full Story

Comcast installed internet on June 10th with their modem. I swapped in my modem on June 11th. Everything worked fine till June 18th. On June 19th at 11:30 AM PST modem disconnected completely.

When I called customer care, they said my modem is not listed. So I gave them the MAC address and it got added back.

Ever since June 19th my modem disconnects at 11:30 AM and doesnt work for good 30-40 mins and requires multiple resets.

 

Modem Model number is Arris SB6183

 

Event log when this happens

Modem LogModem Log

 

 

Modem power levels right now

power logpower log

 

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Regular Visitor

Re: Internet fails at same time everyday (11:30 AM PST).

Anyone facing a similar problem?

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New Poster

Re: Internet fails at same time everyday (11:30 AM PST).

yes, same problem, around the same time PST. Also the xfi is loaded with issues- the speed on two devices checked at the same time flip flops between 230 on one and 30 on the other then switches. Sounds like the outages at the same time are due to upstream issues and the wildly fluctuating speeds may be secondary to the comcast router. we have a backup centurylink connection which is very consistent.
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Regular Visitor

Re: Internet fails at same time everyday (11:30 AM PST).

@xfinity

Can you help me with this issue.

Customer care is useless, all they say is reset the modem.

 

Can you help me in getting a real solution?

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New Poster

Re: Internet fails at same time everyday (11:30 AM PST).

My WIFI/Internet fails most evenings around 7PM. I need to reboot the modem then wait 15 minutes. Frustrating! We do not have the FIOS option in our town so Comcast doesn't need to fix their system. Also I pay almost $100. a month for just the internet,  the next town over where they have the FIOS option, the same service is only $40. a month. Getting fleeced X 2! Paying double for lousy service.

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Regular Visitor

Re: Internet fails at same time everyday (11:30 AM PST).

Mine has been failing everyday lately around 11:30am EST...I had techs come out and replace the modem back in March, it worked perfectly for 3 months and now back to this again.  Here is what I am thinking the root of the problem is after researching many threads.  It has to be outside, with the line going up the side of my house and over to the pole.  These lines can break or wear over time and are exposed by temperature changes.  I have noticed when it gets too cold or too hot I start getting interruptions in service and the line must start expanding or something.  Last tech I had I showed this too but he didn't want to mess with the line...doesn't seem like their support wants to mess with the line...so I am paying 92 bucks a month to have 3 months of good service in the spring, 3 months of bad in the summer time, 3 months of good in the fall, and then 3 more months of bad in the winter...it makes no sense.  They would save a lot of time and money on support if they just come check the lines if there are obvious interruptions from temperature changes.  I will post again if I have to get them to come out again once and for all and fix the probable broken/worn line.

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New Poster

Re: Internet fails at same time everyday (11:30 AM PST).

I am in Georgia.  My internet has been failing multiple times per day.  At first I would reset the gateway and then I would have service for anywhere from 5 mins to 1 hour to 1 day.  I have tried Customer Service and the xFi app and all they want to do EVERY time is restart the gateway.  Then they say it all looks good....I hang up, then it goes down again.  I had a technician finally come out yesterday and he removed a filter that he said they no longer use.  It worked great till this morning, then went down again.

Please....someone....anyone....tell me there is a solution???

I am beyond frustrated as I've been paying for 1G service and must say I am not impressed.  I just moved here from TX and was a happy customer of another company and am considering switching to them if this lasts any longer.

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New Poster

Re: Internet fails at same time everyday (11:30 AM PST).

I used to work as a service technician for DirecTV and had a few customers with the same problem. It turned out that to be a problem with the cable connection on the outside of the home. As temperatures would rise and fall the cable would expand and contract, and if the core tip wasn't the proper length, it would break contact with the other part of the connection (usually as temperatures fell), and then of course, the equipment won't work.

 

Not saying this is your problem, but I had flashbacks when I read your post.

 

Good luck

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Regular Visitor

Re: Internet fails at same time everyday (11:30 AM PST).

How can I get more help with this?