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user_9xof5c
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2 Messages

Wednesday, August 27th, 2025

Internet connectivity issue

For the past four days, my Internet has been failing at about 3 PM Pacific time. If I am watching TV the TV will die and I can no longer stream. If I am working on my computer, the Internet connection dies, and I am not able to complete my work or it drop a zoom call. I have reset my router every time and Internet is restored however in 24 hours time the issue arises again. The only way to correct it is to have to reset my router. This should not be a daily occurrence. Please assist. 

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2 days ago

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XfinityRay

Official Employee

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3.1K Messages

2 days ago

Hi there, user_9xof5c! I am sorry to hear the internet keeps dropping each day at 3 PM. We don't want that happening and are glad that you reached out! When you reset the modem each time did you do that using the Xfinity app or manually? I ask because the app will also run a test for any area problems that may be causing this. When the service is online, are you seeing good internet speed or has it been slow? 

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user_9xof5c

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2 Messages

Via the Xfinity app was how I did a reset.

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2 days ago

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XfinityJamesC

Official Employee

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2.4K Messages

Thank you for clarifying, @user_9xof5c. We may need to take a closer look and see if we can determine why this keeps happening. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

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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2 days ago

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