mjkeaa's profile

Contributor

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14 Messages

Thursday, September 1st, 2022 4:58 PM

Closed

Another DHCPv6 Missing Required Option 82 and 24 Plea for Help

I am experiencing loss of connectivity of all devices several times a day. They last anywhere from a few seconds to a few minutes. The TG4482A ARRIS modem event log looks like this

DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 08:37:23 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/9/1 08:37:23 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 08:32:01 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 07:29:46 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/9/1 07:29:46 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 07:21:03 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 06:29:46 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/9/1 06:29:46 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 06:13:58 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 05:19:16 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/9/1 05:19:16 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 05:04:30 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 04:10:41 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/9/1 04:10:41 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 04:03:26 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 03:04:50 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/9/1 03:04:50 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 03:03:25 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 01:56:15 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/9/1 01:56:09 Critical

Here are my upstream/downstream values

Index
4
12
20
28
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
193
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
471000000
519000000
567000000
615000000
453000000
459000000
465000000
477000000
483000000
489000000
495000000
501000000
507000000
513000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
621000000
627000000
633000000
639000000
959800000
SNR
43.376591
44.625977
43.376591
40.946209
43.376591
43.376591
43.376591
43.376591
43.376591
40.946209
40.946209
40.946209
43.376591
43.376591
43.376591
43.376591
40.946209
44.625977
43.376591
43.376591
40.946209
44.625977
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
42.87 dB
Power Level
7.800003
7.500000
6.199997
5.300003
6.699997
7.099998
7.500000
7.599998
7.199997
6.900002
7.000000
7.300003
7.699997
7.800003
7.000000
6.599998
6.500000
6.400002
6.599998
6.599998
6.500000
6.099998
5.900002
5.800003
5.800003
5.300003
5.099998
5.099998
5.699997
6.099998
5.900002
5.400002
3.500000 dBmV
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
35600000
16400000
22800000
29200000
39900000-84275000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
0 KSym/sec
Power Level
45.020599
43.520599
43.270599
43.770599
56.432629
Modulation
64QAM
64QAM
64QAM
64QAM
OFDMA
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_OFDMA
CM Error Codewords
Unerrored Codewords
13182
13049
12915
12802
12665
12517
12403
12268
12139
12010
11897
11760
11613
11479
11342
11199
11070
10934
10803
10671
10559
10423
10295
10166
10031
9896
9765
9643
9489
9358
9244
9108
47
Correctable Codewords
0
0
0
0
0
0
0
0

After resetting the router and network, these are the events registered

DHCPv6[16947]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times 2022/8/30 17:42:22 Critical
CcspWifiSsp[7165]: config.utapi s_sysevent_connect: open new sysevent fd 38 2022/8/30 17:10:43 Notice
[Wifi][7165]: Wifi security mode WPA2-Personal is Enabled 2022/8/30 17:04:21 Notice
[Wifi][7165]: Wifi security mode WPA2-Personal is Enabled 2022/8/30 17:04:21 Notice
[Wifi][7165]: KeyPassphrase changed 2022/8/30 17:04:10 Notice
[Wifi][7165]: KeyPassphrase changed 2022/8/30 17:04:00 Notice
DHCPv6[16947]: 72001002-DHCPv6 Provision - Completed 2022/8/30 16:58:26 Informational
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82 2022/8/30 16:58:23 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 24 2022/8/30 16:58:23 Critical
DHCPv6[16947]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Aug 30 23:58:22 2022 2022/8/30 16:58:23 Critical
DHCPv6[16947]: 72001011-DHCPv6 - Missing Required Option 82

DHCPv6[29528]: 72001011-DHCPv6 - Missing Required Option 82 2022/8/30 16:48:16 Critical
DHCPv6[29528]: 72001011-DHCPv6 - Missing Required Option 24 2022/8/30 16:48:16 Critical
DHCPv6[29528]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Aug 30 23:48:15 2022 2022/8/30 16:48:16 Critical
DHCPv6[29528]: 72001011-DHCPv6 - Missing Required Option 82 2022/8/30 16:48:15 Critical
DHCPv6[29528]: 72001011-DHCPv6 - Missing Required Option 24

And the firewall events 

FW.IPv6 INPUT drop , 13216 Attempts, 2022/9/1 09:45:18 Firewall Blocked
FW.IPv6 FORWARD drop , 5 Attempts, 2022/8/31 22:05:03 Firewall Blocked

I have done everything on my end that customer service will make me do again including: power cycling the router, restarting the router, completely resetting the router etc.

Those actions will never result in the problem being fixed however, because these errors are backend issues dealing with DHCPv6 assignment and need to be fixed from your side.

I don't know if your ip tech people need to edit the bootloader, or what, but the issue is with the DHCPv6 lease configuration that comcast is assigning to the modem. Period.

DHCPv6 Option 24 should be MTU timeout.
DHCPv6 Option 82 should be relay agent information.

So many posts about this same issue, and customers answering the same questions, having techs swap modems, people spending hours (like me) resetting their networks and modems and routers, when none of that is going to solve an issue that stems from your side.

Please let me know how I can get someone to actually look at and fix the DHCPv6 lease assignment configuration from your side to my modem. I don't need you to send a signal to my modem, or refresh the signal or reboot it. 

This problem started several weeks ago. I didn't make any changes or add any devices or do anything differently when the problem started. 

Thanks in advance for getting this fixed asap.

Visitor

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6 Messages

3 years ago

Just gout done with tech support chat for the same errors and connectivity issues.

I went through the usual troubleshooting, reinitializing the modem, etc with the tech. I showed him the error log and according to him:

"The DHCP error will not occur anymore" I asked if they just troubleshot it or if they actually made a settings change and his response was "DHCP may fail to configure the client in proper way, It can't communicate with any server and you will loose the internet connection for a while and then it gets back on. That was reset from our end."

I guess only time will tell.

Official Employee

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1.5K Messages

Hello @kbayer22, we appreciate you reaching out to our team. We'll follow up in a few days to see how services are working for you. If you do experience any issues please feel free to post a message and we'll go ahead and assist from there. 

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

Official Employee

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1.5K Messages

Hello and happy Monday @kbayer22, we are following up as promised and wanted to check how things are working for you?

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

Contributor

 • 

14 Messages

3 years ago

Hopefully that solves the issue for you. Since mine is giving the dhcpv6 errors every hour (when the ip lease tries to renew) I could tell after an hour without the errors :)

It's so frustrating to know this dropping of connections daily is a configuration issue on their end, but we still have to jump through hoops and reset everything before they consider that the issue is on the backend side. Mine still hasn't been "reset" on the comcast side :(

Visitor

 • 

1 Message

2 years ago

I suffered similar issues.  Here is what happened: 

Arris Gateway SBG8300 providing 1GB service at my home.  I

11/04/2022 - Xfinity service outage for network maintenance, was down for about 6 hours.

11/05/2022 - Late evening, internet service in my home stopped abruptly.  Performed the following troubleshooting:

  • Checked Xfinity mobile App for network outage.  Result:  NONE
  • Checked my utility company's website for power outtage(s) within 5 mile radius.  Result:  NONE
  • Xfinity's app is not able to connect to the gateway with no internet, so I had to do the old school troubleshooting.
    • Powered down computer
    • Power cycled gateway by doing the unplug power supply for on minute then pug back in.  Result:  NONE
    • Unplugged coax cable for 10 minutes then plugged back on.  Result:  NONE
    • Powered computer back on Result:  NONE
    • These 4 actions were repeated twice further, 2 hours apart.
  • Accessed event log on gateway for further investigation.  Results:  CRITICAL INFORMATIONAL EVENTS.  MANY.  Each of the events logged below appeared hundreds of times, causing my gateway to have 76 pages of events logged, just for one day.
    • Google searched each of the persistent critical errors below and saw nationwide occurrences with zero fixes, and no legitimate explanations.
      • DHCPv6[15451]: 72001011-DHCPv6 - Missing Required Option 82  Critical 
      • DHCPv6[15451]: 72001011-DHCPv6 - Missing Required Option 24   Critical
      • eRouterEvents[12677]: 72003004-eRouter enabled as Dual Stack   Informational 
      • DHCPv6[14937]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at XX/XX/XXXX Critical +
      • DHCPv4:  72001001-DHCPv4 Provision Completed  Informational
    • Most of the 100+ threads I scoured over with customers experiencing these same issues have been told their gateway/modem/router needs to be replaced.  Many of them did so.
    • Only 2 customers posted that their connectivity issues were solved with the telephone agent editing the boot loader.  Unfortunately, no further details were available on the boot loader.
    • 5 customers were advised by the telephone agent that the source of these critical events was internal.  Xfinity had tried to roll out an update that contained errors.  These errors prevented the complete implementation of the update.  
  • Called Xfinity's for technical assistance.  I let each person know I had worked for Microsoft previously, and some of their scripts they follow could be bypassed or if further escalation was required.
    • Call # 1 - While in the middle explaining the situation above, the call was disconnected.  Unknown if it was accidental or deliberate.
    • Call # 2 - Provided the second agent with the details of the issue affected me and others and what remedies I had been able to find.  He was not able to do anything on his side and scheduled for a service technician to come to my home same day.   I received a text message reminder for my install (not for my service) appointment.
    • Call # 3 - The 3rd agent advised that the text notifications do not differentiate between install and service so they only include the word install.  We went over in great detail the issue affected me and thousands if not more.  He was able to go in to the boot loader and attempted to make some changes but they kept failing.  I was able to see the events logged on my side.  After 20 minutes he advised he exhausted his options and that the service tech would be able to dive deeper for root cause.
  • Service technician showed up.  Explained my issues and errors, that it is happening nationwide, customers have unanswered questions or unresolved problems, and that I had gone through severazl hours of gathering examples, documents, and more while waiting his arrival because I was not going to simply be told, get a new gateway.
    • Existing gateway SBG8300 showed connected to Xfinity's network, but blocked from online access.
    • I still had the prior gateway SBG6900-AC which the service technician was able to remotely connect to the network, install a few firmware patches that Xfinity does not allow customers to do themselves.  Result:  SUCCESSFUL CONNECTION

So in a nutshell, Xfinity is rolling out project Genesis (you can find it online for yourself) which is combining the IPv4 and IPv6 (hence the erouter as dual stack even logs) to this new standard for faster 5G and 6G down the road.  No project is without problems. With the vast number of devices out there, the more unique coding that has to be done for devise and line limitations or incapability (whether it was known ahead of time or not).  And some equipment may not be able to get a planned update because it may already be or will soon become obsolescent due to its lifecycle.  

https://www.xfinity.com/support/articles/end-of-life-devices

I dont know if my semi new gateway is on a not yet published chopping block or not, but tech support should really be trained to do more than just do less than the bare minimum in order to open the sales pitch door for equipment upgrade.

Visitor

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2 Messages

2 years ago

I have this exact same problem and errors. Similarly work-from-home and drop during the most inappropriate times for meetings, etc. causing complete lack of internet connectivity. What is the protocol to request this support? The automated assistant is worthless even when listing the exact error.

Expert

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109.1K Messages

2 years ago

@GillFam 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 5-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

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