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Repeated internet loss every night.

KyleBarrentine
Regular Visitor

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

Re: Repeated internet loss every night.

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.

KyleBarrentine
Regular Visitor

Re: Repeated internet loss every night.

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. 

2020-05-09 00_02_33-Window.png

 

This is as far as it's got that I've seen before it resets back to NotStarted on everything.

techaddict
Frequent Visitor

Re: Repeated internet loss every night.

I've also been having an outage every night for the past 7 to 10 days or so. But mine seems to last only about 5 to 10 minutes max. I haven't gone into my router admin to review logs.
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
KyleBarrentine
Regular Visitor

Re: Repeated internet loss every night.

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. 

perry470
Regular Visitor

Re: Repeated internet loss every night.

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?

Allyder
New Poster

Re: Repeated internet loss every night.

Also was having similar issues for about two weeks. I troubleshot the xFi equipment over a 100 times in this time frame for the issue to only be solved for a short period of time. My devices would still be connected to the network but did not have internet access. We pay over a 100$ a month for reliable and fast internet, and with school moving online it’s even more crucial. After trying to get in contact with an actual agent instead of instant messaging, a tech came and rewired a few things and said it should all work fine now. Hasn’t even been 24 hours and the issue is just as bad. I was the only one home for most of today and was just trying to stream Netflix and was constantly losing connection. It is becoming a serious issue for us and wasn’t sure if anyone was able to find a solution