72001011-DHCPv6 - Missing Required Option 24/82

Hello, @user_izbwf9! Thanks for reaching out with this connectivity concern. I'm sorry to hear about the trouble you've been having, and I'd love to see what we can do to help! Our team is awesome to work with because we'll always do everything we can to review and resolve things quickly :) 

Based on the information you've provided, it seems like the issue you're experiencing with your internet service is related to your modem's communication with our network. The log entries "72001011-DHCPv6 - Missing Required Option 24" and "72001011-DHCPv6 - Missing Required Option 82" are critical errors that indicate your modem is failing to receive a proper response during the DHCPv6 provisioning process.

Here's a breakdown of what those errors mean and what you can do next:

- DHCPv6 (Dynamic Host Configuration Protocol for IPv6): This is the protocol your modem uses to get an IPv6 address and other configuration information from our network.

- Options 24 and 82: These are specific fields within the DHCPv6 messages. Option 24 is the "Client-Identifier" and Option 82 is the "Relay Agent Information." These are used for network management and security. When the modem reports these options are "missing," it means the server's response to the modem's request is incomplete or malformed.

Why this causes intermittent drops:

The provisioning process is how your modem gets its internet connection. If this process fails, the modem can't get an IP address, and therefore, it can't connect to the internet. The fact that the logs show "Completed" at one point and then "Missing Required Option" moments later suggests that the connection is being established and then dropped, likely due to a network-side issue.

What you should do next:

Since a technician has already visited and couldn't resolve the issue, and the problem seems to be on our network side rather than with your physical equipment (like your modem or cables), we'll need to take a closer look, which we're happy to do! Could you please send our team a direct message to continue?

To send a direct message:

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

Chatting with support online led to a second tech getting scheduled. 

Second tech came out and “shook the main line”

Haven't had an issue since. 

He did mention elevating the ticket to the next “tier” of technicians to have someone come out and check the street connections. No idea if that happened.