A

Visitor

 • 

9 Messages

Wed, Sep 1, 2021 4:46 PM

72003001-eRouter is administratively disabled

My connection drops a lot of times a day. This is really a problem as I work from home and my kids are on KVA.

Two days of Event logs. I format the text to be simple to view the problems.

2021/9/1 10:08:11 Informational  : DHCPv4[21049]: 72001001-DHCPv4 Provision - Completed 
2021/9/1 10:08:03 Informational  : eRouterEvents[20994]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 10:06:43 Informational  : eRouterEvents[21069]: 72003001-eRouter is administratively disabled 
2021/9/1 10:06:42 Informational  : DHCPv4[11787]: 72001020-DHCPv4 - IP Address Released 
2021/9/1 10:06:41 Informational  : eRouterEvents[21069]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 10:03:16 Informational  : DHCPv4[11787]: 72001001-DHCPv4 Provision - Completed 
2021/9/1 10:03:08 Informational  : eRouterEvents[11731]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 10:01:53 Informational  : eRouterEvents[7589]: 72003001-eRouter is administratively disabled 
2021/9/1 10:01:52 Informational  : DHCPv4[16234]: 72001020-DHCPv4 - IP Address Released 
2021/9/1 10:01:51 Informational  : eRouterEvents[7589]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 09:50:26 Informational  : DHCPv4[16234]: 72001001-DHCPv4 Provision - Completed 
2021/9/1 09:50:23 Critical  : DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 5 times 
2021/9/1 09:49:35 Informational  : eRouterEvents[19246]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 09:49:19 Critical  : DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 4 times 
2021/9/1 09:48:47 Critical  : DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 3 times 
2021/9/1 09:48:30 Critical  : DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 2 times 
2021/9/1 09:48:21 Critical  : DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 1 times 
2021/9/1 09:47:56 Informational  : eRouterEvents[13733]: 72003001-eRouter is administratively disabled 
2021/9/1 09:47:55 Informational  : eRouterEvents[13733]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 09:47:55 Informational  : DHCPv4[20375]: 72001020-DHCPv4 - IP Address Released 
2021/9/1 08:59:42 Informational  : DHCPv4[20375]: 72001001-DHCPv4 Provision - Completed 
2021/9/1 08:59:35 Informational  : eRouterEvents[20317]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 08:58:18 Informational  : eRouterEvents[19407]: 72003001-eRouter is administratively disabled 
2021/9/1 08:58:17 Informational  : eRouterEvents[19407]: 72003004-eRouter enabled as Dual Stack 
2021/9/1 08:58:17 Informational  : DHCPv4[3921]: 72001020-DHCPv4 - IP Address Released 
2021/8/31 13:58:30 Informational  : DHCPv4[3921]: 72001001-DHCPv4 Provision - Completed 
2021/8/31 13:58:22 Informational  : eRouterEvents[3870]: 72003004-eRouter enabled as Dual Stack 
2021/8/31 13:57:27 Informational  : eRouterEvents[32554]: 72003001-eRouter is administratively disabled 
2021/8/31 13:57:26 Informational  : eRouterEvents[32554]: 72003004-eRouter enabled as Dual Stack 
2021/8/31 13:57:26 Informational  : DHCPv4[8137]: 72001020-DHCPv4 - IP Address Released 
2021/8/31 12:18:24 Informational  : DHCPv4[8137]: 72001001-DHCPv4 Provision - Completed 
2021/8/31 12:18:16 Informational  : eRouterEvents[8103]: 72003004-eRouter enabled as Dual Stack 
2021/8/31 12:16:26 Informational  : eRouterEvents[2321]: 72003001-eRouter is administratively disabled 
2021/8/31 12:16:25 Informational  : eRouterEvents[2321]: 72003004-eRouter enabled as Dual Stack 
2021/8/31 12:16:25 Informational  : DHCPv4[18158]: 72001020-DHCPv4 - IP Address Released 
2021/8/31 10:05:49 Informational  : DHCPv4[18158]: 72001001-DHCPv4 Provision - Completed 
2021/8/31 10:05:47 Critical  : DHCPv4[18158]: 72001008-DHCPv4 - No Offer or Ack Received 4 times 
2021/8/31 10:05:28 Informational  : eRouterEvents[20035]: 72003004-eRouter enabled as Dual Stack 
2021/8/31 10:05:16 Critical  : DHCPv4[18158]: 72001008-DHCPv4 - No Offer or Ack Received 3 times 
2021/8/31 10:05:00 Critical  : DHCPv4[18158]: 72001008-DHCPv4 - No Offer or Ack Received 2 times 
2021/8/31 10:04:52 Critical  : DHCPv4[18158]: 72001008-DHCPv4 - No Offer or Ack Received 1 times 
2021/8/31 10:04:31 Informational  : eRouterEvents[15823]: 72003001-eRouter is administratively disabled 
2021/8/31 10:04:30 Informational  : eRouterEvents[15823]: 72003004-eRouter enabled as Dual Stack 
2021/8/31 10:04:30 Informational  : DHCPv4[26939]: 72001020-DHCPv4 - IP Address Released 

EG

Expert

 • 

89.8K Messages

2 m ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem / router ?

Are these WiFi connections that "drop" ?

Visitor

 • 

9 Messages

2 m ago

Equipment model:

Model:TG4482A
Vendor:ARRIS Group, Inc.
Hardware Revision:10

Visitor

 • 

9 Messages

2 m ago

It is not my internal connection that drops. It is the internet connection.

Event Logs

All logs for Today
DHCPv4[10599]: 72001001-DHCPv4 Provision - Completed 2021/9/1 11:13:23 Informational
eRouterEvents[10538]: 72003004-eRouter enabled as Dual Stack 2021/9/1 11:13:16 Informational
DHCPv4[10758]: 72001001-DHCPv4 Provision - Completed 2021/9/1 11:04:39 Informational
eRouterEvents[10717]: 72003004-eRouter enabled as Dual Stack 2021/9/1 11:04:31 Informational
DHCPv4[31648]: 72001001-DHCPv4 Provision - Completed 2021/9/1 11:00:12 Informational
eRouterEvents[31610]: 72003004-eRouter enabled as Dual Stack 2021/9/1 11:00:05 Informational
eRouterEvents[20782]: 72003001-eRouter is administratively disabled 2021/9/1 10:59:19 Informational
DHCPv4[21049]: 72001020-DHCPv4 - IP Address Released 2021/9/1 10:59:18 Informational
eRouterEvents[20782]: 72003004-eRouter enabled as Dual Stack 2021/9/1 10:59:16 Informational
DHCPv4[21049]: 72001001-DHCPv4 Provision - Completed 2021/9/1 10:08:11 Informational
eRouterEvents[20994]: 72003004-eRouter enabled as Dual Stack 2021/9/1 10:08:03 Informational
eRouterEvents[21069]: 72003001-eRouter is administratively disabled 2021/9/1 10:06:43 Informational
DHCPv4[11787]: 72001020-DHCPv4 - IP Address Released 2021/9/1 10:06:42 Informational
eRouterEvents[21069]: 72003004-eRouter enabled as Dual Stack 2021/9/1 10:06:41 Informational
DHCPv4[11787]: 72001001-DHCPv4 Provision - Completed 2021/9/1 10:03:16 Informational
eRouterEvents[11731]: 72003004-eRouter enabled as Dual Stack 2021/9/1 10:03:08 Informational
eRouterEvents[7589]: 72003001-eRouter is administratively disabled 2021/9/1 10:01:53 Informational
DHCPv4[16234]: 72001020-DHCPv4 - IP Address Released 2021/9/1 10:01:52 Informational
eRouterEvents[7589]: 72003004-eRouter enabled as Dual Stack 2021/9/1 10:01:51 Informational
DHCPv4[16234]: 72001001-DHCPv4 Provision - Completed 2021/9/1 09:50:26 Informational
DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 5 times 2021/9/1 09:50:23 Critical
eRouterEvents[19246]: 72003004-eRouter enabled as Dual Stack 2021/9/1 09:49:35 Informational
DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 4 times 2021/9/1 09:49:19 Critical
DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 3 times 2021/9/1 09:48:47 Critical
DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 2 times 2021/9/1 09:48:30 Critical
DHCPv4[16234]: 72001008-DHCPv4 - No Offer or Ack Received 1 times 2021/9/1 09:48:21 Critical
eRouterEvents[13733]: 72003001-eRouter is administratively disabled 2021/9/1 09:47:56 Informational
eRouterEvents[13733]: 72003004-eRouter enabled as Dual Stack 2021/9/1 09:47:55 Informational
DHCPv4[20375]: 72001020-DHCPv4 - IP Address Released 2021/9/1 09:47:55 Informational
DHCPv4[20375]: 72001001-DHCPv4 Provision - Completed 2021/9/1 08:59:42 Informational
eRouterEvents[20317]: 72003004-eRouter enabled as Dual Stack 2021/9/1 08:59:35 Informational
eRouterEvents[19407]: 72003001-eRouter is administratively disabled 2021/9/1 08:58:18 Informational
eRouterEvents[19407]: 72003004-eRouter enabled as Dual Stack 2021/9/1 08:58:17 Informational
DHCPv4[3921]: 72001020-DHCPv4 - IP Address Released 2021/9/1 08:58:17 Informational
EG

Expert

 • 

89.8K Messages

2 m ago

O/k. I'll ask again. Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Visitor

 • 

9 Messages

2 m ago

XFINITY Network

Initialization Procedure

Initialize Hardware:Complete
Acquire Downstream Channel:Complete
Upstream Ranging:Complete
DHCP bound:Complete
Set Time-of-Day:Complete
Configuration File Download:Complete
Registration:Complete

Cable Modem

HW Version:10
Vendor:ARRIS Group, Inc.
BOOT Version:4.2.28.668728
Core Version:morty
Model:TG4482A
Product Type:XB7
Flash Part:4857 MB
Download Version:7.2.4.0.152
Serial Number:11T4H5FHBA15545
Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
159
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
411000000
417000000
435000000
441000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
501000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
724800000
SNR
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
40.366287
40.366287
40.946209
38.983261
38.983261
40.366287
40.366287
40.366287
40.366287
38.983261
40.366287
38.983261
NA
Power Level
3.099998
3.299999
3.500000
3.200001
3.299999
3.099998
3.200001
3.099998
3.099998
3.099998
3.099998
3.000000
2.799999
2.700001
3.099998
2.500000
2.500000
3.099998
3.400002
3.400002
3.400002
3.599998
3.400002
3.700001
3.700001
3.099998
3.400002
3.200001
3.299999
3.000000
3.000000
3.299999
NA
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
39600000
35600000
29200000
22800000
16400000
Symbol Rate
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
40.500000
44.020599
44.020599
43.520599
43.520599
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
CM Error Codewords
Unerrored Codewords
8086
4270
7827
7712
7607
7484
7366
7253
7149
7026
6891
6778
6674
6533
6419
6304
6199
6075
5922
5817
5693
5573
5461
5357
5235
5111
4997
4893
4769
4642
4525
4423
27
Correctable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

EG

Expert

 • 

89.8K Messages

2 m ago

The signal stats are good but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

Visitor

 • 

9 Messages

2 m ago

One thing that call my attention was the Symbol Rate and Power level from Upstream Index 1.

I was looking for the cable signal levels from this equipment to check if the numbers are consistent. Would be possible to share the values?

EG

Expert

 • 

89.8K Messages

@agondim 

You already did and everything is good / normal. The symbol rate for channel #1 is different because it is a smaller channel bandwidth-wise than are the other 4. It is one-quarter of the size of the others. 

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

 • 

9 Messages

Problems at 9/2/2021. My older son lost a meeting with his KVA teacher. Lots of disconnections again. This is causing a lot of stress. 

DHCPv4[25595]: 72001001-DHCPv4 Provision - Completed 
 2021/9/2 12:17:08 Informational 

eRouterEvents[25562]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 12:17:01 Informational 

eRouterEvents[21698]: 72003001-eRouter is administratively disabled 
 2021/9/2 12:16:10 Informational 

eRouterEvents[21698]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 12:16:09 Informational 

DHCPv4[32615]: 72001020-DHCPv4 - IP Address Released 
 2021/9/2 12:16:09 Informational 

DHCPv4[32615]: 72001001-DHCPv4 Provision - Completed 
 2021/9/2 11:31:34 Informational 

eRouterEvents[32596]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 11:31:26 Informational 

eRouterEvents[22539]: 72003001-eRouter is administratively disabled 
 2021/9/2 11:30:20 Informational 

eRouterEvents[22539]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 11:30:19 Informational 

DHCPv4[12712]: 72001020-DHCPv4 - IP Address Released 
 2021/9/2 11:30:19 Informational 

DHCPv4[12712]: 72001001-DHCPv4 Provision - Completed 
 2021/9/2 10:46:13 Informational 

eRouterEvents[12685]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 10:46:05 Informational 

eRouterEvents[12200]: 72003001-eRouter is administratively disabled 
 2021/9/2 10:44:30 Informational 

eRouterEvents[12200]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 10:44:29 Informational 

DHCPv4[31855]: 72001020-DHCPv4 - IP Address Released 
 2021/9/2 10:44:29 Informational 

DHCPv4[31855]: 72001001-DHCPv4 Provision - Completed 
 2021/9/2 10:39:34 Informational 

eRouterEvents[31818]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 10:39:26 Informational 

eRouterEvents[29719]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 10:38:22 Informational 

eRouterEvents[30915]: 72003001-eRouter is administratively disabled 
 2021/9/2 10:37:30 Informational 

eRouterEvents[30915]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 10:37:29 Informational 

DHCPv4[2832]: 72001020-DHCPv4 - IP Address Released 
 2021/9/2 10:37:29 Informational 

DHCPv4[2832]: 72001001-DHCPv4 Provision - Completed 
 2021/9/2 09:49:45 Informational 

eRouterEvents[2779]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 09:49:38 Informational 

eRouterEvents[31978]: 72003001-eRouter is administratively disabled 
 2021/9/2 09:48:44 Informational 

eRouterEvents[31978]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 09:48:43 Informational 

DHCPv4[11296]: 72001020-DHCPv4 - IP Address Released 
 2021/9/2 09:48:43 Informational 

DHCPv4[11296]: 72001001-DHCPv4 Provision - Completed 
 2021/9/2 05:05:14 Informational 

eRouterEvents[11267]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 05:05:07 Informational 

eRouterEvents[7825]: 72003001-eRouter is administratively disabled 
 2021/9/2 05:04:14 Informational 

eRouterEvents[7825]: 72003004-eRouter enabled as Dual Stack 
 2021/9/2 05:04:13 Informational 

DHCPv4[3734]: 72001020-DHCPv4 - IP Address Released 
 2021/9/2 05:04:13 Informational 

Official Employee

 • 

274 Messages

Hello @agondim. I am very sorry to hear that you are still having internet issues. I would like to get your account pulled up and start digging deeper into this. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the direct message icon

 • Click the "New message" (pencil and paper) icon 

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 

 • Type your message in the text area near the bottom of the window 

 • Press Enter to send your message 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

9 Messages

2 m ago

The Xfinity technicians replaced the cable (9/7) and buried it (9/8). The connection is stable, as we did not notice any drop.

I've checked the logs and only can see two expected drops.

  1. When the cable was replaced
  2. When the cable was buried

I will give a feedback tomorrow.

Visitor

 • 

9 Messages

1 m ago

After a week without any downtime, we can close this case. The problem was on the external cable. Instead of a continuous cable between the house and the the external endpoint, there was a connector between them, and it was not buried. It was stable enough with a lower bandwidth but not with the new hired one.

 

EG

Expert

 • 

89.8K Messages

1 m ago

Thanks for circling back. Hope things hold uo for you. Good luck ! Now closing your topic as requested.

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