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apiacono
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Wednesday, November 3rd, 2021

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ARRIS G36 Downstream and Upstream Signal Levels

Hello!

I recently ditched my modem rental and purchased an ARRIS G36 modem from BestBuy (new). I also decided to upgrade to Gigabit because the modem appeared to support it AND was listed as supported on the Comcast Xfinity website.

However, I started noticing almost immediately that while my speeds were good, my connection was unstable during Zoom calls and stuff would just drop randomly. Similarly, WiFi calling on my iPhone stopped working well. Please note that during these drops the modem does not reboot itself. It just drops for a split second and comes back almost immediately.

I should mention we do not have TV or Phone service, only internet. I spoke with ARRIS customer support, and fairly quickly they were able to identify the issue as a problem with the Upstream signal levels being out of range. They mentioned that they should range from 45 to 51 considering there are 3 upstream channels. I was getting an 40 for each channel, which logically to me seems to be the problem, so I decided to give Xfinity a call. Long story short, they tried a bunch of steps and decided to send a tech out (who will be here Thursday) and they will hopefully be able to troubleshoot the signal.

However, I started Googling and I noticed some more discussions around similar issues with other ARRIS modems and Xfinity. This got me investigating my home setup, and I found out there were several unnecessary splitters and stuff (probably from the previous home owner) that I was able to remove pretty easily. The result is that I am now pretty much directly going into the line coming from the pole on the road. However, it seems like it might have resulted in me making the problem slightly worse?

Here are the latest readings:

Downstream
Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
13 333 5.099998 40.946209 QAM256 Locked
14 339 4.900002 40.366287 QAM256 Locked
15 345 4.800003 38.983261 QAM256 Locked
16 351 4.699997 38.983261 QAM256 Locked
17 357 5 38.983261 QAM256 Locked
18 363 4.699997 40.366287 QAM256 Locked
19 369 4.5 38.605377 QAM256 Locked
20 375 4.099998 38.983261 QAM256 Locked
21 381 4.5 38.605377 QAM256 Locked
22 387 4.699997 38.983261 QAM256 Locked
23 393 5.099998 40.366287 QAM256 Locked
24 399 5.300003 40.366287 QAM256 Locked
25 405 4.800003 40.366287 QAM256 Locked
26 411 4.699997 38.983261 QAM256 Locked
27 417 4.5 40.366287 QAM256 Locked
28 423 5.099998 40.366287 QAM256 Locked
29 429 3.5 38.983261 QAM256 Locked
30 435 3.099998 38.605377 QAM256 Locked
31 441 3.5 38.983261 QAM256 Locked
32 447 3.400002 38.983261 QAM256 Locked
33 453 2.900002 38.983261 QAM256 Locked
34 459 3.099998 38.605377 QAM256 Locked
35 465 2.799999 38.605377 QAM256 Locked
36 471 2.5 38.605377 QAM256 Locked
Upstream
Index Frequency (MHz) Power Level (dBmV) Channel Type Symbol Rate (KSym/sec) Modulation Lock Status
3 21.2 33.270599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
1 34 33.270599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
2 27.6 33.270599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked

What really confuses me is how did my upstream signal get weaker as a result of removing splitters? And I can confirm these were splitters, not amplifiers or anything else. Another thing is, where is the OFFICIAL documentation on the specification for the ranges? I've seen numbers posted in the forums, better never a source article.

Any help would be greatly appreciated. Thank you!

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4 years ago

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Andyross

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4 years ago

Upstream signals are how loud it's talking back. The numbers will get lower as you remove splitters. I have heard sometimes that being too low can be an issue as it may not be loud enough to be heard over some noise. Only Comcast get check the noise level of upstream as the receiver determines that.

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apiacono

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@andyross Yeah this is my concern that the signal levels are too low. I got this response on a different forum, so I'm thinking the problem is related to signal levels in my neighborhood:

In a Docsis system, the headend equipment (OLT) controls the upstream power level that your ONT (optical network terminal). As you removed splitters (and associated attenuation), the OLT was receiving too much power, so it instructed your ONT to decrease its upstream output power. As Arris has mentioned, the target ONT upstream power is ~45dB, because this is in the best operating range of the ONT. You could add a 12dB RF attenuator at the input to the ONT, but then your downstream receive levels would be below the ONT operating range (-10dB to +10dB, typical).

So, it does seem that your location is not receiving the correct service levels. A technician, hopefully, can troubleshoot.

Source: https://www.reddit.com/r/HomeNetworking/comments/qlt92l/comment/hj5gczy/?utm_source=share&utm_medium=web2x&context=3

4 years ago

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BruceW

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4 years ago

Arris began saying that upstream power should be "at least 45 dBmV" more than two years ago. I don't know why, because it's complete nonsense. The upstream power levels are controlled automatically and continuously by Comcast's equipment and do not need to be above 45 dBmV. That's because, as long as upstream power is not maxed out, what's important as Andy has stated is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast, which they attempt to keep as close as possible to 0 dBmV by adjusting the modem's transmit power. In fact, many customers have service that works perfectly fine with upstream modem power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV.

The signal values you posted look OK. Can you post the modem's event log? Be sure to edit out any MAC addresses as Forum security processing considers them "personal information" and may prevent the event log from posting.

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apiacono

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@BruceW This is also really good information and I really appreciate it. Here is the modem's event log with all the MAC addresses redacted:

DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/03/2021 05:32:41 Informational 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 12 
11/03/2021 05:32:35 Critical 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 11 
11/03/2021 05:32:35 Critical 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 10 
11/03/2021 05:32:35 Critical 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/03/2021 05:32:29 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/03/2021 05:32:26 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/03/2021 05:32:25 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Nov  3 05:32:23 2021 
11/03/2021 05:32:25 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/03/2021 05:32:24 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/03/2021 05:32:24 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/03/2021 05:32:24 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/03/2021 05:32:24 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/03/2021 05:32:21 Informational 
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/03/2021 05:32:08 Warning
CM-STATUS message sent.  Event Type Code: 24; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:42:45 Notice
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 20:42:44 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 20:42:35 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:42:31 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:42:30 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 20:42:29 2021 
11/02/2021 20:42:30 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 20:42:29 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 20:42:29 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:42:29 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:42:29 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 20:42:27 Informational 
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:42:16 Warning
CM-STATUS message sent.  Event Type Code: 21; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:35 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:35 Critical
CM-STATUS message sent.  Event Type Code: 23; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:32 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:32 Critical
No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:32 Critical
CM-STATUS message sent.  Event Type Code: 5; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:31 Notice
No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:31 Critical
CM-STATUS message sent.  Event Type Code: 21; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:31 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:36:30 Critical
CM-STATUS message sent.  Event Type Code: 24; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:35:39 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:35:35 Critical
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 20:34:09 Informational 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 12 
11/02/2021 20:34:03 Critical 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 11 
11/02/2021 20:34:03 Critical 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 20:33:58 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:33:54 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:33:53 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 20:33:52 2021 
11/02/2021 20:33:53 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 20:33:52 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 20:33:52 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:33:52 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:33:52 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 20:33:50 Informational 
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:33:38 Warning
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:28:02 Critical
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 20:25:53 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 20:25:44 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:25:39 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:25:38 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 20:25:37 2021 
11/02/2021 20:25:38 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:25:37 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 20:25:37 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:25:37 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 20:25:37 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 20:25:35 Informational 
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:25:25 Warning
Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:44 Warning
CM-STATUS message sent.  Event Type Code: 2; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:43 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:41 Critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:40 Critical
CM-STATUS message sent.  Event Type Code: 16; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:40 Notice
CM-STATUS message sent.  Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:39 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:19:36 Critical
CM-STATUS message sent.  Event Type Code: 4; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:23 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:22 Critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:22 Critical
CM-STATUS message sent.  Event Type Code: 23; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:22 Notice
Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:16 Warning
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:13 Critical
Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:13 Warning
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:13 Critical
Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:12 Warning
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:11 Critical
Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:11 Warning
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:08 Critical
CM-STATUS message sent.  Event Type Code: 1; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:08 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:06 Critical
CM-STATUS message sent.  Event Type Code: 2; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:05 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:18:03 Critical
Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:22 Warning
CM-STATUS message sent.  Event Type Code: 21; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:19 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:19 Critical
CM-STATUS message sent.  Event Type Code: 24; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:18 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:18 Critical
No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:17 Critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:17 Critical
CM-STATUS message sent.  Event Type Code: 21; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:17 Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1; 11/02/2021 20:17:16 Critical
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 20:13:12 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 20:13:01 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:12:55 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:12:55 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 20:12:54 2021 
11/02/2021 20:12:55 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 20:12:54 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 20:12:54 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 20:12:54 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 20:12:54 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 20:12:51 Informational 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 19:23:58 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 19:23:49 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 19:23:44 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 19:23:43 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 19:23:42 2021 
11/02/2021 19:23:43 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 19:23:42 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 19:23:42 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 19:23:42 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 19:23:42 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 19:23:40 Informational 
DHCPv4: 72001020-DHCPv4 - IP Address Released 
11/02/2021 19:21:22 Informational 
eRouterEvents: 72003001-eRouter is administratively disabled 
11/02/2021 19:21:22 Informational 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 19:21:20 Informational 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 19:17:00 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 19:16:48 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 19:16:44 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 19:16:42 2021 
11/02/2021 19:16:43 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 19:16:43 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 19:16:42 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 19:16:42 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 19:16:42 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 19:16:42 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 19:16:40 Informational 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 18:49:30 Informational 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 12 
11/02/2021 18:49:26 Critical 
root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 11 
11/02/2021 18:49:26 Critical 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 18:49:20 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 18:49:17 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 18:49:16 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 18:49:15 2021 
11/02/2021 18:49:16 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 18:49:15 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 18:49:15 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 18:49:15 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 18:49:15 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 18:49:13 Informational 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 18:33:50 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 18:33:41 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 18:33:37 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 18:33:36 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 18:33:34 2021 
11/02/2021 18:33:35 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 18:33:34 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 18:33:34 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 18:33:34 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 18:33:34 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 18:33:31 Informational 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
11/02/2021 18:19:57 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
11/02/2021 18:19:48 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 18:19:43 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Nov  2 18:19:41 2021 
11/02/2021 18:19:42 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 18:19:42 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
11/02/2021 18:19:41 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 18:19:41 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 18:19:41 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
11/02/2021 18:19:41 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
11/02/2021 18:19:38 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 14:32:21 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
11/02/2021 14:32:21 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
11/02/2021 14:32:20 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/31/2021 14:32:21 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
10/31/2021 14:32:21 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/31/2021 14:32:19 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
10/29/2021 14:32:20 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 14:32:20 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 14:32:19 Critical 
ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 1 times 
10/29/2021 14:32:19 Critical 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
10/29/2021 14:02:34 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
10/29/2021 14:02:23 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
10/29/2021 14:02:20 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
10/29/2021 14:02:19 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Fri Oct 29 14:02:19 2021 
10/29/2021 14:02:19 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Fri Oct 29 14:02:18 2021 
10/29/2021 14:02:19 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 14:02:19 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 14:02:19 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 14:02:19 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 14:02:19 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
10/29/2021 14:02:17 Informational 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:58:07 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:58:07 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:58:07 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:58:07 Critical 
ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 4 times 
10/29/2021 13:58:07 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 13 Retries Attempted with Last attempt at Fri Oct 29 13:56:04 2021 
10/29/2021 13:58:07 Critical 
ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 3 times 
10/29/2021 13:56:04 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:56:04 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:56:04 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:56:04 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 12 Retries Attempted with Last attempt at Fri Oct 29 13:54:12 2021 
10/29/2021 13:56:04 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:56:04 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:54:12 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:54:12 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:54:12 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:54:12 Critical 
ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 2 times 
10/29/2021 13:54:12 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 11 Retries Attempted with Last attempt at Fri Oct 29 13:52:11 2021 
10/29/2021 13:54:12 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:52:11 Critical 
ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 1 times 
10/29/2021 13:52:11 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 10 Retries Attempted with Last attempt at Fri Oct 29 13:50:11 2021 
10/29/2021 13:52:11 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:52:11 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:52:11 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:52:11 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:50:11 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:50:11 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:50:11 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:50:11 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 9 Retries Attempted with Last attempt at Fri Oct 29 13:48:15 2021 
10/29/2021 13:50:11 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:48:15 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:48:15 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:48:15 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:48:15 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 8 Retries Attempted with Last attempt at Fri Oct 29 13:46:10 2021 
10/29/2021 13:48:15 Critical 
[Wifi]:  KeyPassphrase changed 
10/29/2021 13:46:36 Notice 
[Wifi]:  KeyPassphrase changed 
10/29/2021 13:46:16 Notice 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:46:10 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:46:10 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:46:10 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:46:10 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 7 Retries Attempted with Last attempt at Fri Oct 29 13:45:08 2021 
10/29/2021 13:46:10 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:45:08 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 6 Retries Attempted with Last attempt at Fri Oct 29 13:44:36 2021 
10/29/2021 13:45:08 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:45:08 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:45:08 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:45:08 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:44:36 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:44:36 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:44:36 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 5 Retries Attempted with Last attempt at Fri Oct 29 13:44:19 2021 
10/29/2021 13:44:36 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:44:36 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 4 Retries Attempted with Last attempt at Fri Oct 29 13:44:11 2021 
10/29/2021 13:44:19 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:44:19 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:44:19 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:44:19 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:44:19 Critical 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
10/29/2021 13:44:15 Informational 
ti_dhcp6c: 72001004-DHCPv6 Provision - 3 Retries Attempted with Last attempt at Fri Oct 29 13:44:06 2021 
10/29/2021 13:44:11 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:44:06 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:44:06 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:44:06 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:44:06 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Fri Oct 29 13:44:04 2021 
10/29/2021 13:44:06 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:44:04 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:44:04 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:44:04 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Fri Oct 29 13:44:03 2021 
10/29/2021 13:44:04 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:44:04 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:44:03 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:44:03 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:44:03 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:44:03 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
10/29/2021 13:44:00 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:41:35 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:41:35 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:41:35 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:41:35 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 6 Retries Attempted with Last attempt at Fri Oct 29 13:41:02 2021 
10/29/2021 13:41:35 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:41:02 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 5 Retries Attempted with Last attempt at Fri Oct 29 13:40:45 2021 
10/29/2021 13:41:02 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:41:02 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:41:02 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:41:02 Critical 
DHCPv4: 72001001-DHCPv4 Provision - Completed 
10/29/2021 13:40:55 Informational 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:40:45 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:40:45 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:40:45 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:40:45 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 4 Retries Attempted with Last attempt at Fri Oct 29 13:40:36 2021 
10/29/2021 13:40:45 Critical 
DHCPv4: 72001008-DHCPv4 - No Offer or Ack Received 2 times 
10/29/2021 13:40:45 Critical 
DHCPv4: 72001008-DHCPv4 - No Offer or Ack Received 1 times 
10/29/2021 13:40:37 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:40:36 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:40:36 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 3 Retries Attempted with Last attempt at Fri Oct 29 13:40:32 2021 
10/29/2021 13:40:36 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:40:36 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:40:36 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
10/29/2021 13:40:32 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
10/29/2021 13:40:32 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 23 
10/29/2021 13:40:32 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Fri Oct 29 13:40:30 2021 
10/29/2021 13:40:32 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
10/29/2021 13:40:32 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Fri Oct 29 13:40:29 2021 
10/29/2021 13:40:30 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
10/29/2021 13:40:28 Informational 

4 years ago

0

BruceW

Gold Problem Solver

 • 

26.6K Messages

4 years ago

That's a pretty messy log, suggesting a problem with your connection to Comcast. Since the signal stats look OK, the next step would be to call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

1

0

apiacono

Visitor

 • 

8 Messages

@BruceW Is it fair to say that after I removed the splitters we are looking a lot better on the logs? I haven't actually had any Zoom drops today:

CM-STATUS message sent.  Event Type Code: 24; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 13:02:49	Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 13:02:41	Critical
CM-STATUS message sent.  Event Type Code: 5; Chan ID: 27; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 13:02:40	Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 13:02:38	Critical
CM-STATUS message sent.  Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 13:02:38	Notice
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 13:02:37	Critical
DHCPv4: 72001001-DHCPv4 Provision - Completed 
	11/03/2021 05:32:41	Informational 

root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 10 
	11/03/2021 05:32:35	Critical 

root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 12 
	11/03/2021 05:32:35	Critical 

root: 72002001 -  LAN Provisioning No Prefix available for eRouter interface 11 
	11/03/2021 05:32:35	Critical 

ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
	11/03/2021 05:32:29	Informational 

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
	11/03/2021 05:32:26	Critical 

ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Nov  3 05:32:23 2021 
	11/03/2021 05:32:25	Critical 

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
	11/03/2021 05:32:25	Critical 

ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
	11/03/2021 05:32:24	Critical 

ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
	11/03/2021 05:32:24	Critical 

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
	11/03/2021 05:32:24	Critical 

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
	11/03/2021 05:32:24	Critical 

eRouterEvents: 72003004-eRouter enabled as Dual Stack 
	11/03/2021 05:32:21	Informational 

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.1;	11/03/2021 05:32:08	Warning

4 years ago

0

BruceW

Gold Problem Solver

 • 

26.6K Messages

4 years ago

@apiacono wrote: "... Is it fair to say that after I removed the splitters we are looking a lot better on the logs? ..."

Too soon to tell. What do the signal stats look like? Does the modem report correctable/uncorrectable error counts?

1

0

apiacono

Visitor

 • 

8 Messages

@BruceW Signal levels look the same as above (although I should mention those were the signal level after I removed the splitters in the first place)

All day the internet was rock solid (but I don't want to jinx it! lol)

Here are the codewords stats:

Unerrored Codewords Correctable Codewords Uncorrectable Codewords
492075343 0 0
490337116 0 0
490351818 0 0
490366570 0 0
490381437 0 0
490414178 0 0
490428152 0 0
490444350 0 0
490477843 0 0
490492169 0 0
490505483 0 0
490526033 0 0
490554810 0 0
490569050 0 0
490588107 0 0
490603277 0 0
490631343 0 0
490644467 0 0
490659921 0 0
490675694 0 0
490703725 0 0
490717125 0 0
490731905 0 0
490764625 0 0

4 years ago

0

BruceW

Gold Problem Solver

 • 

26.6K Messages

4 years ago

Thanks for the update. It doesn't get better than no errors! Here's hoping it continues to hold for you.

4

0

apiacono

Visitor

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8 Messages

@BruceW Thanks! I do have a tech visiting today, just in case. But I have a feeling it'll be just a quick hi and bye affair. I think that the answer most likely to anyone that comes across this thread in the future (as you mentioned above) is to make sure you don't have excess splitters. If you do have a splitter, try to make sure the modem is plugged in at the closest point to the signal as possible. For example, if you have three 2-way splitters, try to make sure that the internet box is plugged into the first of the splitters. I'll post an update later this evening!

4 years ago

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XfinityEmilyB

Official Employee

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2.3K Messages

Hey there, @apiacono! I have three people working from my house that rely on the internet to work so I know how frustrating it can be to experience issues. Did the technician come by to take a look at your signals? How is everything going since then? 

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4 years ago

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apiacono

Visitor

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8 Messages

@XfinityEmilyB Thanks Emily. The tech came out and said that all the signal levels looked fine, however the problem has unfortunately reappeared. I am going to try returning this modem and getting a Motorola MB8611. I will report back soon and let y'all know how it goes!

4 years ago

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apiacono

Visitor

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8 Messages

Okay everyone, I have an update, and a request for the Xfinity team. The great news is that my problems have disappeared for almost 2 weeks now, so I am confident the problem is solved. However, the way I solved the problem is less than ideal. I returned my ARRIS G36 and instead purchased a Motorola MB8611. The signal levels are the same with this modem, I just no longer have any issues. This leads me to believe two things:

1) ARRIS is correct when they say the lower signal levels can lead to issues with their modems.

2) Xfinity really should remove the ARRIS G36 from their supported devices documentation. I am not the only person that has reported this issue with ARRIS modem compatibility in general.

So for anyone in the future! Save yourself the trouble. Get the Motorola MB8611 instead. The one drawback is that you will have to purchase a separate wireless router, but this is a small price to pay (in fact, I ended up paying the same amount all said and done after returning the old hardware with the modem and router combined).

Thanks everyone in your participation with this discussion.

(edited)

4 years ago

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user_e3e9fa

Visitor

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1 Message

4 years ago

So glad I found this article! We got a G36 and are experiencing all the problems mentioned in the original post. We came to the conclusion it is the router And actually ordered a Motorola MB8611. The previous Motorola was great but decided to replace it, as the signal was weak in some places of the house. The G 36 is a better signal strength but inconsistent signal, causing our connection to drip during meetings. The G36 is going back to the store this weekend!! Glad I Found this article, so excited to replace it. Two weeks of trouble shooting I two weeks too many!

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googalabosh

Visitor

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1 Message

4 years ago

Same issue here! Unfortunately, didn't find this article until after we have had the gateway for more than 30 days. So, now we can't return it to Best Buy. Fantastic! Comcast/Xfinity really needs to take this off their list.

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EG

Expert

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112.9K Messages

@googalabosh​ 

Please create a new topic of your own here on this board detailing your issue if you wish. Thanks. The original poster has not returned. 3-month-old dead thread is now being closed.

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

4 years ago

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