7 Messages
Frequent disconnects with G34 Arris
I recently upgraded my modem / router to an Arris g34 to take advantage of the recent speed increases.
Ever since upgrading I am having random disconnects / pauses in my service. I will lose connection for anywhere from 20 seconds to 2 minutes. Lights on the modem remain steady and there is nothing in the logs. I had disabled IPv6 as part of troubleshooting.
What other troubleshooting steps can I take?
Varadin
7 Messages
1 year ago
Oh, and when using the automated chat assistant via the Xfinity app - it always states there is no issue. By the time it finishes checking - I have Internet back.
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EG
Expert
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111.5K Messages
1 year ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://192.168.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
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EG
Expert
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111.5K Messages
1 year ago
Please redact the CM MAC and the CMTS MAC addresses from the first line of error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".
(edited)
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EG
Expert
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111.5K Messages
1 year ago
Are there any corrected / uncorrected errors being shown ? If so, please post them as well.
(edited)
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Varadin
7 Messages
1 year ago
My apologies, there is something in the logs. I'll paste that first and then the other info you requested.
No Ranging Response received - T3 time-out;
DHCPv4: 72001001-DHCPv4 Provision - Completed 03/29/2024 07:42:56 AM Informational
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 03/29/2024 07:42:47 AM Informational
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 03/29/2024 07:42:43 AM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 03/29/2024 07:42:42 AM Critical
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Fri Mar 29 07:42:40 2024 03/29/2024 07:42:42 AM Critical
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 03/29/2024 07:42:41 AM Critical
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 03/29/2024 07:42:41 AM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 03/29/2024 07:42:41 AM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 03/29/2024 07:42:41 AM
eRouterEvents: 72003004-eRouter enabled as Dual Stack 03/29/2024 07:42:38 AM Informational
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-QOS=1.1;CM-VER=3.1; 03/29/2024 06:42:26 AM Warning
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 03/28/2024 08:18:13 PM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 03/28/2024 08:18:13 PM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 03/28/2024 07:49:39 PM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 03/28/2024 07:49:38 PM Critical
No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.1; 03/27/2024 10:32:26 AM Critical
DHCPv4: 72001001-DHCPv4 Provision - Completed 03/27/2024 09:54:12 AM Informational
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 03/27/2024 09:54:03 AM Informational
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 03/27/2024 09:53:57 AMCritical
Downstream QAM
Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
20 567 -2.400002 38.605377 QAM256 Locked
4 471 -0.799999 40.366287 QAM256 Locked
12 519 -1.500000 40.366287 QAM256 Locked
28 615 -2.299999 38.605377 QAM256 Locked
1 453 -0.900002 40.946209 QAM256 Locked
2 459 -1.000000 40.366287 QAM256 Locked
3 465 -0.799999 40.366287 QAM256 Locked
5 477 -0.900002 40.366287 QAM256 Locked
6 483 -1.099998 40.366287 QAM256 Locked
7 489 -1.299999 38.983261 QAM256 Locked
8 495 -1.200001 38.983261 QAM256 Locked
9 501 -1.099998 38.605377 QAM256 Locked
10 507 -1.000000 38.983261 QAM256 Locked
11 513 -1.099998 38.983261 QAM256 Locked
13 525 -1.700001 38.983261 QAM256 Locked
14 531 -1.900002 38.983261 QAM256 Locked
15 537 -1.799999 38.983261 QAM256 Locked
16 543 -1.700001 38.983261 QAM256 Locked
17 549 -1.599998 38.983261 QAM256 Locked
18 555 -1.799999 38.983261 QAM256 Locked
19 561 -2.099998 38.605377 QAM256 Locked
21 573 -2.099998 38.605377 QAM256 Locked
22 579 -1.799999 38.605377 QAM256 Locked
23 585 -1.599998 38.605377 QAM256 Locked
24 591 -1.799999 38.983261 QAM256 Locked
25 597 -2.000000 38.983261 QAM256 Locked
26 603 -2.200001 38.605377 QAM256 Locked
27 609 -2.400002 38.605377 QAM256 Locked
29 621 -2.200001 38.983261 QAM256 Locked
30 627 -2.200001 38.605377 QAM256 Locked
31 633 -2.500000 38.605377 QAM256 Locked
32 639 -2.700001 37.636276 QAM256 Locked
Upstream QAM
Index Frequency (MHz) Power Level (dBmV) Channel Type Symbol Rate (KSym/sec) Modulation Lock Status
1 16.4 44.770599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
4 35.6 46.270599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
3 29.2 46.020599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
2 22.8 45.270599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
CM Error Codewords
Unerrored Codewords Correctable Codewords Uncorrectable Codewords
917002853 0 0
915780171 0 0
915781915 0 0
915783667 0 0
915785367 0 0
915822664 0 0
915824632 0 0
915826277 0 0
915827925 0 0
915829616 0 0
....3 more pages of zeros
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EG
Expert
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111.5K Messages
1 year ago
Ok, so even though the signal status values looked good at that snapshot in time, 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 values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and the modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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111.5K Messages
1 year ago
@Varadin This is not the Reddit platform.
To send a direct message (private message) via this platform;
Click "Sign In" if necessary.
Click the "Direct Message" icon in the upper right corner 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 the "Enter" key on your keyboard to send it.
See https://comca.st/3KQF8q9 for an example.
[Permission from and credit given to BruceW].
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Varadin
7 Messages
1 year ago
Hey @xfinityty I sent the modmail on Reddit when asked, but haven't heard anything.
(edited)
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