Question Internet cuts out at same time every night ?

[Jmunk]

I'm going absolutely mad with this problem which I've been having for months now.
My internet cuts off at around 2:47-3:00AM EST every single night, without fail. It only cuts out for maybe 1 minute or so, but working from home with what I do, that's enough to derail me.

After a while, I finally got fed up and bought my own router and modem. That solved the problem (shocker). But now, I have another issue (shocker) with not being able to get the upgraded upload speeds (which I need) because the Arris S33 Modem apparently doesn't support it.

Does anyone know how I might be able to bypass what I'm assuming is a scheduled restart/maintenance thing? There's no settings in the Xfinity app or anything obvious, but figured you guys might have something I could get into.

 

[faalin]

https://forums.xfinity.com/conversa...-arris-surfboard-s33/64eec79b35601c06d732ca81

so reading most of the post it sounds like the S33 in not able to use the next gen speeds from comcast right now. As of 8 months ago these are the only ones that work HitronTechnologies CODA, HitronTechnologies CODA56 , Netgear CM3000*, Netgear CBR750, CommScope G54.

 

[dwd999]

The reason for this is that your internet provider really wants you to pay a lot more money for a business account which guarantees the type of service that you want.

 

[Ralston18]

Regarding:

"My internet cuts off at around 2:47-3:00AM EST every single night, without fail".

I am curious about what troubleshooting etc. was done during those months.

What were the original make and model modem and router?

Were all network/internet devices affected?

Did you contact your ISP? Xfinity - correct?

Check the router's logs - if available and enabled. And even the modem if possible.

That 2:47-3:00 a.m. time window should help narrow down possible suspects.

My concern being that there may be some other factor or issue that will not be resolved by replacing the modem and/or router. Or otherwise out of your control.

 

[Jmunk]

https://forums.xfinity.com/conversa...-arris-surfboard-s33/64eec79b35601c06d732ca81

so reading most of the post it sounds like the S33 in not able to use the next gen speeds from comcast right now. As of 8 months ago these are the only ones that work HitronTechnologies CODA, HitronTechnologies CODA56 , Netgear CM3000*, Netgear CBR750, CommScope G54.

Right, this is why I can't use the S33, because it's not supported with the higher speeds.
That's why I'm needing to figure out the problem of the internet cutting out every night with the Xfinity gateway.

 

[Jmunk]

Regarding:

"My internet cuts off at around 2:47-3:00AM EST every single night, without fail".

I am curious about what troubleshooting etc. was done during those months.

What were the original make and model modem and router?

Were all network/internet devices affected?

Did you contact your ISP? Xfinity - correct?

Check the router's logs - if available and enabled. And even the modem if possible.

That 2:47-3:00 a.m. time window should help narrow down possible suspects.

My concern being that there may be some other factor or issue that will not be resolved by replacing the modem and/or router. Or otherwise out of your control.

To be clear, switching to my own modem/router (Ariss S33) did fix the problem. But as I said, the S33 can't receive Xfinity's upgraded upload speeds, which I need, so it kind of creates a new problem. But it 100% stopped the internet cutting out at the same time every night. That's how I know it's absolutely some sort of setting with Xfinity's gateway, I'm assuming a scheduled restart.

All devices affected.
I had a tech come out - two actually. One said they basically have no idea, the other said it's scheduled maintenance and there's nothing I can change - but I'm hesitant to believe there's nothing on my end I can do.
I haven't checked router's logs yet. I'm not sure if you can even access Xfinity's router logs.

 

[Ralston18]

@Jmunk

You posted: "I'm not sure if you can even access Xfinity's router logs."

If you purchased your own Arris S33 you should have full admin access and rights to that router.

Did you remove the original the Xfinity device?

As I understand your posts....

Xfinity (ISP) === coax cable ===> Xfinity S33 [LAN port] ---Ethernet cable ---> [LAN port] Your S33 {LAN ports} -----> wired network devices and ~~~~ > wireless network devices.

That is just a generic line diagram for you to edit and correct.

The underlying point being that your network should have only one router enabled to provide DHCP IP addresses to network devices.

Setting aside for the moment the S33 router that you purchased being supported by Xfinity. However, you should go online to Xfinity to check.

https://www.xfinity.com/support/art...dems?msockid=3de0435243c668c60fe7567c427169d8

Three things you can do:

1) Edit my line diagram to match your network devices and connections.

2) Run "ipconfig /all" (without quotes) via the Command Prompt.

Copy and paste the full results herein.

3) Run "tracert 8.8.8.8" via the Command prompt and post the results.

Immediate objective simply being to understand the current network connections and configuration settings.

 

[Jmunk]

@Jmunk

You posted: "I'm not sure if you can even access Xfinity's router logs."

If you purchased your own Arris S33 you should have full admin access and rights to that router.

Did you remove the original the Xfinity device?

As I understand your posts....

Xfinity (ISP) === coax cable ===> Xfinity S33 [LAN port] ---Ethernet cable ---> [LAN port] Your S33 {LAN ports} -----> wired network devices and ~~~~ > wireless network devices.

That is just a generic line diagram for you to edit and correct.

The underlying point being that your network should have only one router enabled to provide DHCP IP addresses to network devices.

Setting aside for the moment the S33 router that you purchased being supported by Xfinity. However, you should go online to Xfinity to check.

https://www.xfinity.com/support/art...dems?msockid=3de0435243c668c60fe7567c427169d8

Three things you can do:

1) Edit my line diagram to match your network devices and connections.

2) Run "ipconfig /all" (without quotes) via the Command Prompt.

Copy and paste the full results herein.

3) Run "tracert 8.8.8.8" via the Command prompt and post the results.

Immediate objective simply being to understand the current network connections and configuration settings.

I think there's a bit of misunderstanding here.

• The ARRIS S33 is a third party modem. It is not Xfinity's gateway.
• I can access my own S33 router logs.
• The S33 solves the problem of the internet cutting off every night.
• The S33 is not supported by Xfinity for upgraded speeds, which I need, so therefore I cannot use the S33.
• Yes, only one modem/router or gateway has been used at a time.

My only point in mentioning the S33 is that it fixes the original problem, which tells me it is some sort of Xfinity gateway setting/scheduled restart.

 

[Ralston18]

Regarding the original device/router that was "cutting off": which Xfinity gateway was that?

And you replaced that gateway with your own S33 which solved the "cutoff problem".

But the S33 cannot/does not support Xfinity's upgraded speed and specifically the upload speed.

What speeds are you paying for and what speeds are being measured? Upstream and downstream?

Have you activated your S33 with Xfinity?

Two requirements:

1) you must install a router that is supported by Xfinity and Xfinity's upgraded speeds and, 2) you activate the router with Xfinity.

Overall, I believe that @faalin 's post (#2) and the included link are at the root of it all.