5 Messages
Connection (Ethernet and Wi-Fi) drops multiple times a day
The Issue:
My internet connection drops multiple times a day -- usually at least 3 or 4 times. I have my computer plugged directly into the gateway using an ethernet cable, but I encountered this issue with Wi-Fi as well. The connection will randomly drop (with the light remaining white (good status) for a few minutes), then the light will flash green or yellow, and connection will re-establish within 3-9 minutes. This is very disruptive to my work and I'd like to get it fixed as soon as possible.
Things I've tried:
- Letting the gateway reestablish connection by itself (as mentioned)
- Power cycling the gateway by disconnecting and reconnecting its power source
- Restarting the gateway from the admin tools "Troubleshooting" tab
- Verifying cables are connected snugly and have no visible signs of damage
Event Log Connection:
Comparing the times that I've lost connection to the event logs I've been able to pull, it seems like I get the following event log whenever the connection drops:
eRouterEvents[11505]: 72003001-eRouter is administratively disabled
Followed by the subsequent message when the connection is restored:
eRouterEvents[15784]: 72003004-eRouter enabled as Dual Stack
Specs and Troubleshooting Data:
System Hardware
Model: TG3482G
Vendor: ARRIS Group, Inc.
Hardware Revision: 13
Serial Number: 9712H17EBD28764
Processor Speed: 3999.62 MHz
DRAM Total Memory: 663 MB
DRAM Used Memory: 543 MB
DRAM Available Memory: 120 MB
Flash Total Memory: 12427 MB
Flash Used Memory: 12389 MB
Flash Available Memory: 38 MB
System Software Version
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||
| Channel ID |
20
|
4
|
12
|
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 |
543000000
|
435000000
|
483000000
|
591000000
|
417000000
|
423000000
|
429000000
|
441000000
|
447000000
|
453000000
|
459000000
|
465000000
|
471000000
|
477000000
|
489000000
|
495000000
|
507000000
|
513000000
|
519000000
|
525000000
|
531000000
|
549000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
597000000
|
603000000
|
609000000
|
615000000
|
724800000
|
|
| SNR |
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
40.946209
|
43.376591
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.366287
|
40.946209
|
44.40 dB
|
|
| Power Level |
7.400002
|
6.699997
|
6.699997
|
6.900002
|
6.599998
|
7.199997
|
7.099998
|
6.300003
|
6.400002
|
6.699997
|
7.099998
|
7.000000
|
6.900002
|
6.599998
|
7.099998
|
6.900002
|
6.599998
|
7.000000
|
7.199997
|
7.199997
|
7.000000
|
7.300003
|
6.900002
|
6.900002
|
7.099998
|
7.300003
|
7.400002
|
7.099998
|
7.099998
|
7.000000
|
6.900002
|
7.000000
|
6.000000 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 | ||||||
| Channel ID |
17
|
22
|
21
|
20
|
19
|
18
|
|
|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
16400000
|
10400000
|
40400000
|
35600000
|
29200000
|
22800000
|
|
| Symbol Rate |
5120 KSym/sec
|
2560 KSym/sec
|
2560 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
|
| Power Level |
44.770599
|
45.260300
|
45.760300
|
45.270599
|
44.770599
|
44.770599
|
|
| Modulation |
64QAM
|
16QAM
|
64QAM
|
64QAM
|
64QAM
|
64QAM
|
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
|
| CM Error Codewords | |||||||||||||||||||||||||||||||||
| Channel ID |
20
|
4
|
12
|
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
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
868672650
|
864948271
|
864942806
|
864948519
|
864943865
|
864948836
|
864948976
|
864942757
|
864949249
|
864949204
|
864951561
|
864949125
|
864952083
|
864950824
|
864957647
|
864958792
|
864959540
|
864959530
|
864960399
|
864960106
|
864960049
|
864960396
|
864960372
|
864959902
|
864960628
|
864961121
|
864966117
|
864967426
|
864967319
|
864965996
|
864966372
|
864966158
|
0
|
| Correctable Codewords |
414
|
374
|
383
|
357
|
675
|
330
|
330
|
328
|
427
|
397
|
358
|
390
|
444
|
565
|
337
|
325
|
328
|
325
|
279
|
265
|
373
|
385
|
343
|
368
|
329
|
480
|
713
|
313
|
610
|
446
|
640
|
564
|
0
|
| Uncorrectable Codewords |
2065
|
2145
|
2141
|
2172
|
1708
|
2205
|
2147
|
2177
|
1897
|
2036
|
2075
|
2008
|
1886
|
2163
|
2195
|
2169
|
2182
|
2237
|
1042
|
1229
|
2082
|
1854
|
2372
|
2044
|
2091
|
1964
|
1922
|
1136
|
991
|
2154
|
2000
|
1995
|
0
|
Event Logs:
| DHCPv4[15801]: 72001001-DHCPv4 Provision - Completed | 2023/10/7 09:38:36 | Informational |
| DHCPv6[15861]: 72001002-DHCPv6 Provision - Completed | 2023/10/7 09:38:33 | Informational |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:38:31 | Critical |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 09:38:31 | Critical |
| DHCPv6[15861]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sat Oct 7 17:38:28 2023 | 2023/10/7 09:38:31 | Critical |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:38:30 | Critical |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 09:38:30 | Critical |
| eRouterEvents[15784]: 72003004-eRouter enabled as Dual Stack (router began reconnecting to internet) | 2023/10/7 09:38:28 | Informational |
| eRouterEvents[11505]: 72003001-eRouter is administratively disabled (connection lost here) | 2023/10/7 09:37:22 | Informational |
| DHCPv4[27024]: 72001020-DHCPv4 - IP Address Released | 2023/10/7 09:37:22 | Informational |
| eRouterEvents[11505]: 72003004-eRouter enabled as Dual Stack | 2023/10/7 09:37:21 | Informational |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:23:18 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:14:52 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 09:14:52 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 08:12:28 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 08:03:27 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 08:03:27 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 07:11:10 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 06:54:13 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 06:54:13 | Critical |
user_k8ju3r
5 Messages
2 years ago
No responses to this so far at all. I've seen lots of other people complaining about this exact same issue, but all of the solutions are "contact me via DM". If the solution to this issue were made public, there would probably be less people complaining about it.
Things I've tried in the meantime:
- Factory resetting the gateway (problems persisted immediately after)
- Disabling IPV6 Stateful (Use Dhcp Server) option (disconnects weren't as frequent but still occurred)
- Re-enabling IPV6 Stateful (Use Dhcp Server) option after configuring the IP's manually (disconnects became less frequent but still occurred)
- Setting IPV4 DHCPv4 Lease Time setting to Forever (disconnects still occurred)
- Looking for software updates to the Gateway in hopes that it's a bug with the version I'm running (none available online)
I would really really like it if someone could help me out with this. I need a stable internet connection for work and this is becoming a total loss.
4
0
BruceW
Gold Problem Solver
•
26.3K Messages
2 years ago
The eRouter disabled / enabled messages are a normal part of the gateway's restart sequence. They're a result, not a cause, and so are not useful for diagnosing the problem. The signal stats you posted look OK, but there are other stats the modem does not report that may be going out of spec. The other event log entries posted don't help us either.
Network connection problems that affect both Ethernet and Wifi devices are typically caused by signal problems, often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. If the local connections are OK then that suggests that the problem is further upstream, somewhere in Comcast's network.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, 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 (approx $100) 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.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
0