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user_rmtdy2
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Friday, January 12th, 2024 4:02 AM

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Frequent losses of internet connectivity

I have been losing connection several times per night and it is not the local wifi.  I can still access the router/modem.  So, I looked at the logs and found the following:

eRouterEvents[339]: 72003001-eRouter is administratively disabled 
2024/1/7 20:19:18 Informational 
eRouterEvents[339]: 72003004-eRouter enabled as Dual Stack 
2024/1/7 20:19:17 Informational 
DHCPv4[785]: 72001020-DHCPv4 - IP Address Released 
2024/1/7 20:19:17 Informational 
DHCPv6[854]: 72001011-DHCPv6 - Missing Required Option 24 
2024/1/7 20:19:17 Critical 
DHCPv6[854]: 72001011-DHCPv6 - Missing Required Option 24 
2024/1/7 20:19:17 Critical 
DHCPv6[854]: 72001011-DHCPv6 - Missing Required Option 82 
2024/1/7 19:35:51 Critical 
DHCPv6[854]: 72001011-DHCPv6 - Missing Required Option 24 
2024/1/7 19:35:51 Critical 
DHCPv6[854]: 72001011-DHCPv6 - Missing Required Option 82 
2024/1/7 19:15:37 Critical 


I also found what seems to be the same issue here.  In this post it said it was a configuration issue on Xfinity's side.  

https://forums.xfinity.com/conversations/your-home-network/frequent-internet-interruptions/6310ed9ee951e801ff0ac14e

Please address this ASAP because it is unbearable.

Question

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Updated 

1 year ago

205

3

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XfinityJorge

Official Employee

 • 

2.2K Messages

1 year ago

Greetings @user_rmtdy2 thank you so much for using our Forums to contact our Xfinity Support Team. We are happy to work with you and address your connection issues. It is important to have a stable connection and our team has your back. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 
 

0

0

EG

Expert

 • 

111.2K Messages

1 year ago

@user_rmtdy2 @XfinityJorge 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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Petek01

Contributor

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135 Messages

1 year ago

I've been having the same frequent drops since I went from the Xfinity provided modem/router to a brand new Arris G36..

eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 09:01:49 Informational 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 09:01:10 Informational 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 08:59:33 Informational 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 08:58:20 Informational 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 08:57:21 Informational 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 08:51:40 Informational 
eRouterEvents: 72001023-IPv6 - default router expired 
02/06/2024 08:00:00 Critical 
eRouterEvents: 72003001-eRouter is administratively disabled 
02/06/2024 07:29:32 Informational 
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 04:08:03 Critical
DS profile assignment change.  DS Chan ID: 193; Previous Profile: 3; New Profile: .;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 03:54:57 Notice
DHCPv4: 72001001-DHCPv4 Provision - Completed 
02/06/2024 03:06:10 Informational 
ti_dhcp6c: 72001002-DHCPv6 Provision - Completed 
02/06/2024 03:05:56 Informational 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
02/06/2024 03:05:52 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
02/06/2024 03:05:50 Critical 
ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Feb  6 03:05:49 2024 
02/06/2024 03:05:50 Critical 
ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available 
02/06/2024 03:05:49 Critical 
ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 
02/06/2024 03:05:49 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 
02/06/2024 03:05:49 Critical 
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 
02/06/2024 03:05:49 Critical 
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 03:05:47 Informational 
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 03:05:06 Critical
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 03:05:03 Warning
ToD request sent - No Response received;CM-MAC=1c:93:7c:ec:9b:ad;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:58:08 Warning
DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:57:37 Critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:56:48 Critical
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:56:48 Critical
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:54:36 Critical
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:51:42 Warning
ToD request sent - No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:50:05 Warning
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 02:49:55 Critical
eRouterEvents: 72003004-eRouter enabled as Dual Stack 
02/06/2024 01:29:28 Informational 
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 01:29:00 Warning
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 01:28:38 Critical
Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/06/2024 01:27:57 Warning
No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/05/2024 20:50:06 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=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; 02/05/2024 15:21:50 Notice

(edited)

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XfinityFrank

Official Employee

 • 

1.4K Messages

Hi there @Petek01 ! Thanks for providing these details and sorry to hear you have been having trouble. The T3 timeouts stick out to me. The first thing to look at would be any breaks or tears in the coaxial cable and to be sure that it is connected firmly to the device and any splitters/wall jack. Can you check that out for me?

I am an Official Xfinity Employee.
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1 year ago

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