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Saturday, March 30th, 2024 4:41 PM

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?

7 Messages

23 days 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.

Expert

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103.3K Messages

23 days 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.

7 Messages

Hi EG...sure....

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

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

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 Locke

(edited)

Expert

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103.3K Messages

23 days 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)

Expert

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103.3K Messages

23 days ago

Are there any corrected / uncorrected errors being shown ? If so, please post them as well.

(edited)

7 Messages

23 days 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

Expert

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103.3K Messages

23 days 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 !

7 Messages

Thank you EG!  I appreciate your help.

Expert

 • 

103.3K Messages

@Varadin@XfinityTy 

My pleasure !

(edited)

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

Official Employee

 • 

954 Messages

 

Thank you so much @EG  for assisting Varadin and helping with the connectivity and new modem concerns! 
 
Varadin we're excited to help with the new speeds! Please note that as of  2/29/24 it was updated that it may take a few days to see upgraded speeds--you will receive an email communication when speeds have been officially upgraded.
 
Currently, approved modems for the Next Generation Speeds: 
 
Model Number /Wired Download /Speed Wired /Upload Speed

HitronTechnologies CODA Up to 934 Mbps /Up to 456 Mbps

HitronTechnologies CODA56 Up to 2.33 Gbps/ Up to 455 Mbps

Netgear CM3000* Up to 2.33 Gbps/ Up to 486 Mbps

Netgear CBR750 Up to 924 Mbps/ Up to 471 Mbps

CommScope G54 Up to 2.34 Gbps/ Up to 474 Mbps

Ubiquiti UCI Up to 2.33 Gbps/ Up to 474 Mbps
 
Varadin
Please send us a direct message (@EG has shared the steps for this above) so that we can check the location is ready for the speeds and the your plan is the right one too! Please make sure to include your full name and the service address in the direct message.

 

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

Expert

 • 

103.3K Messages

23 days 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].

7 Messages

20 days ago

Hey @xfinityty I sent the modmail on Reddit when asked, but haven't heard anything.

(edited)

Official Employee

 • 

1.3K Messages

Hey, Varadin. I'm sorry for the confusion. Please try sending a direct message this way instead: 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

 

 

 

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

Expert

 • 

103.3K Messages

@Varadin​ Have you seen my post about how to send a DM with this platform ?

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
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