My internet shuts off almost every hour during the afternoon.

During the afternoon, my internet shuts off almost every hour. I would troubleshoot it via the app and it would say that the speed is very slow (~10mb instead of expected 1000mb). Then, it would restart the modem which would fix it. However, it shuts off again, sometimes almost exactly an hour later (shuts off at 1:32 pm and then shuts off exactly again at 2:32pm).

I ran through the other troubleshooting in the xfinity assistant and it said I needed a firmware setting changed which it said it deployed. However, I get the same issue. Also, when I run this same troubleshooting again, it proposes the same firmware setting change fix.

Responses

XfinityAmandaB

Official Employee

•

1.6K Messages

3 months ago

user_f7g8ja Thank you so much for your post for help with your connection issues. The Firmware is provided by the manufacturer of your device we do test the firmware before releasing it to each device however we do not have the option to force an update to the device from our end. If you receive the error I would check with the current version of your firmware is vs what it should be on the manufacturer's site if using an Xfinity modem. When using one of our modems they will update automatically anytime there are updates so you do not need to worry about the updates there. If using a modem you own I would make sure it is still supported as un supported devices may no longer receive updates when they become available. Customer-owned modem device information. If not supported any longer this page will not only show you if yours is still supported but what options are currently supported.

0

EG

Expert

•

107.1K Messages

3 months ago

@user_f7g8ja

Setting or update ? What setting is it saying exactly ?

0

Your Home Network

user_f7g8ja

My internet shuts off almost every hour during the afternoon.

Was this helpful?

XfinityAmandaB

EG

New to the Community?