1 Message
Connection keeps dropping
My modem is dropping numerous times daily.
HW Version:13
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.15.573854
Core Version:dunfell
Model:TG3482G
Product Type:XB6
Flash Part:12428 MB
Download Version:7.3.4.0.114
Event log from the latest event:
DHCPv6[7339]: 72001002-DHCPv6 Provision - Completed
2023/9/13 07:41:22 Informational
DHCPv6[7339]: 72001011-DHCPv6 - Missing Required Option 82
2023/9/13 07:41:19 Critical
DHCPv6[7339]: 72001011-DHCPv6 - Missing Required Option 24
2023/9/13 07:41:19 Critical
DHCPv6[7339]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Sep 13 12:41:18 2023
2023/9/13 07:41:19 Critical
DHCPv6[7339]: 72001011-DHCPv6 - Missing Required Option 82
2023/9/13 07:41:18 Critical
DHCPv6[7339]: 72001011-DHCPv6 - Missing Required Option 24
2023/9/13 07:41:18 Critical
DHCPv4[6718]: 72001001-DHCPv4 Provision - Completed
2023/9/13 07:41:05 Informational
eRouterEvents[6671]: 72003004-eRouter enabled as Dual Stack
2023/9/13 07:40:57 Informational
I have been through the troubleshooting pinned link and nothing seems to help. I have seen a notice of performance issues in my area, but it is getting frustrating dealing with dropped connections. It impacts all WiFi and wired devices.
XFINITY Network
Internet:Active
Local time:2023-09-13 08:27:21
System Uptime:0 days 0h: 48m: 25s
WAN IP Address (IPv4):[Edited: "Personal Information"]
WAN Default Gateway Address (IPv4):[Edited: "Personal Information"]
WAN IP Address (IPv6):[Edited: "Personal Information"]
WAN Default Gateway Address (IPv6):[Edited: "Personal Information"]
Delegated prefix (IPv6):2601:cd:c501:4970::/64
Primary DNS Server (IPv4):75.75.75.75
Secondary DNS Server (IPv4):75.75.76.76
Primary DNS Server (IPv6):2001:558:feed::1
Secondary DNS Server (IPv6):2001:558:feed::2
WAN Link Local Address (IPv6):fe80::8aef:16ff:fece:1abb
DHCP Client (IPv4):Enabled
DHCP Client (IPv6):Enabled
DHCP Lease Expire Time (IPv4):0d:1h:59m
DHCP Lease Expire Time (IPv6):0d:1h:48m
Device Label Information
Default Network Name (SSID):XFSETUP-1AB9
Default Password:[Edited: "Personal Information"]
WPS PIN:[Edited: "Personal Information"]
Serial Number:[Edited: "Personal Information"]
CM MAC:[Edited: "Personal Information"]
eMTA MAC:[Edited: "Personal Information"]
WAN MAC:[Edited: "Personal Information"]
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:13
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.15.573854
Core Version:dunfell
Model:TG3482G
Product Type:XB6
Flash Part:12428 MB
Download Version:7.3.4.0.114
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||
| Channel ID |
12
|
4
|
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 |
495000000
|
447000000
|
543000000
|
591000000
|
429000000
|
435000000
|
441000000
|
453000000
|
459000000
|
465000000
|
471000000
|
477000000
|
483000000
|
489000000
|
501000000
|
507000000
|
513000000
|
519000000
|
525000000
|
531000000
|
537000000
|
549000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
597000000
|
603000000
|
609000000
|
615000000
|
959800000
|
|
| SNR |
40.366287
|
40.946209
|
40.946209
|
40.946209
|
40.366287
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
35.04 dB
|
|
| Power Level |
-3.400002
|
-2.900002
|
-2.900002
|
-4.200001
|
-3.500000
|
-2.900002
|
-2.900002
|
-2.799999
|
-3.099998
|
-2.599998
|
-1.599998
|
-1.599998
|
-2.599998
|
-3.200001
|
-4.000000
|
-4.700001
|
-4.799999
|
-4.299999
|
-4.099998
|
-3.500000
|
-3.099998
|
-1.799999
|
-0.799999
|
-0.500000
|
-1.200001
|
-1.900002
|
-2.900002
|
-3.599998
|
-4.700001
|
-4.700001
|
-4.599998
|
-4.400002
|
-17.000000 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
|
|
*Channel ID 12 is the Primary channel
|
Upstream
|
Channel Bonding Value | |||||
| Channel ID |
3
|
4
|
1
|
2
|
41
|
|
|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
29200000
|
35600000
|
16400000
|
22800000
|
39900000-84275000
|
|
| Symbol Rate |
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
0 KSym/sec
|
|
| Power Level |
43.020599
|
42.770599
|
44.270599
|
43.520599
|
51.432629
|
|
| 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 | |||||||||||||||||||||||||||||||||
| Channel ID |
12
|
4
|
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
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
128480515
|
127123637
|
127119442
|
127113502
|
127119859
|
127123754
|
127119327
|
127109217
|
127133984
|
127131273
|
127142434
|
127156066
|
127128455
|
127141969
|
127152657
|
127138586
|
127146974
|
127170788
|
127173846
|
127165196
|
127173155
|
127179898
|
127160632
|
127180405
|
127183763
|
127187492
|
127203150
|
127193025
|
127207682
|
127197413
|
127211129
|
127215769
|
0
|
| Correctable Codewords |
13
|
433
|
21
|
104
|
25
|
167
|
103
|
167
|
51
|
395
|
112
|
246
|
96
|
136
|
22
|
13
|
81
|
19
|
100
|
98
|
184
|
22
|
135
|
25
|
120
|
217
|
25
|
91
|
17
|
96
|
192
|
127
|
0
|
| Uncorrectable Codewords |
66
|
895
|
70
|
956
|
101
|
1101
|
1047
|
1076
|
75
|
2135
|
1115
|
981
|
1024
|
1108
|
74
|
67
|
|||||||||||||||||
XfinityBillie
Official Employee
•
3.2K Messages
2 years ago
@user_095ef4 Thank you for taking the time to reach out to us here on our Xfinity Forums. We appreciate you confirming that you have attempted the troubleshooting that is pinned in our Forums. Since you are still experiencing the drops in connection via both wired and WiFi connections I'd like to get a look at the signals on our end. To do so I'll need to have you DM us at Xfinity Support with your full name and address.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
0
0
EG
Expert
•
109.4K Messages
2 years ago
@user_095ef4
I see two potential causes of the problem here. First. If the measurement is actually accurate, the downstream OFDM channel 193 power level at minus -17 dB is way too low / out of spec, as is the SNR at 35.04 dB;
You may want to get a tech out for this one. They can double-check the accuracy of the power levels with their SLM tool. A modem's accuracy of the measuring mechanism for OFDM modulated channels (especially the upstream one ) is somewhat of a new science. It may possibly be glitchy. Good luck !
(edited)
0
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