Visitor
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1 Message
Connection drops at the same time every day, can't seem to open a support ticket
For the past several months, my internet drops regularly at ~9-11pm every single day. I've replaced my equipment (modem and router) but suspect that it is related to maintenance or some other Comcast activity. I can't imagine it's congestion because some days it occurs as late as midnight. If it helps, the diagnosing I have been able to do points to spikes in upload latency. I want to open a support ticket, but it looks like the only options for opening a ticket are relating to billing. Is there a way I can reach out to Xfinity and figure out what's going on?
XfinitySeth
Official Employee
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448 Messages
5 days ago
Howdy kbeeks 👋 Thanks for taking the time to let us know how your internet has been running recently! As someone who's almost exclusively using their internet the most during those later hours, I know exactly annoying it can be to have dips or connection losses during them too, but you're in the right place for help for sure. If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be glad to start investigating things further 👍
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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