mnavarro1212's profile

New Poster

 • 

2 Messages

Mon, Nov 23, 2020 7:00 AM

High Latency with Fast Internet Speed, Working from home please help!!

Good Morning,

Me and my husband both work from home, we have fiber internet and usually avergae around 600-700mbps, lately our internet has been really unstable and dropping constantly, we work with content upload/downloads and review alot of files at work so we can spot when the internet drops or slows down to a crawl.

When we do a speed test it shows a fast speed usually 500+ mbps but when we do a ping/latency test its very high and often disconnects from high pings.

If we attempt to use a VPN service, the speed is slower but everything works much better we have no dropped connecting no latency spikes and the internet is abit more bearable, asoon as we disconnect a VPN the internet is just chaos again.

I had a technician come out to the home and check everything and even replace router,  he couldnt fix the issue. Today i checked the router logs and I saw that we have alot of "critical" errors not sure what they mean but i will post them below:

If i could please get this problem looked at by a higher up or more knowledgeable engineer I would really appreciate it, like i mentioned we mainly work from home and this issue is impacting us greatly.

Router Specs:

Model:TG4482A
Vendor:ARRIS Group, Inc.

Software:
eMTA & DOCSIS Software Version:7.2.3.0.104
Software Image Name:TG4482PC2_4.4p14s1_PROD_sey
Advanced Services:TG4482A
Packet Cable:2.0



Logs:

DHCPv4[11888]: 72001001-DHCPv4 Provision - Completed
2020/11/22 21:44:46 Informational

ti_dhcp6c[11849]: 72001002-DHCPv6 Provision - Completed
2020/11/22 21:44:42 Informational

ti_dhcp6c[11849]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 21:44:40 Critical

ti_dhcp6c[11849]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 21:44:40 Critical

ti_dhcp6c[11849]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Nov 23 02:44:39 2020
2020/11/22 21:44:40 Critical

ti_dhcp6c[11849]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 21:44:39 Critical

ti_dhcp6c[11849]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 21:44:39 Critical

ti_dhcp6c[11849]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Mon Nov 23 02:44:37 2020
2020/11/22 21:44:39 Critical

eRouterEvents[11673]: 72003004-eRouter enabled as Dual Stack
2020/11/22 21:44:36 Informational

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:54:03 Critical

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:54:03 Critical

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:54:03 Critical

ti_dhcp6c[11234]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times
2020/11/22 10:54:03 Critical

DHCPv4[11268]: 72001001-DHCPv4 Provision - Completed
2020/11/22 10:31:57 Informational

ti_dhcp6c[11234]: 72001002-DHCPv6 Provision - Completed
2020/11/22 10:31:54 Informational

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:31:52 Critical

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:31:52 Critical

ti_dhcp6c[11234]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Nov 22 15:31:51 2020
2020/11/22 10:31:52 Critical

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:31:51 Critical

ti_dhcp6c[11234]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:31:51 Critical

ti_dhcp6c[11234]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Sun Nov 22 15:31:50 2020
2020/11/22 10:31:51 Critical

eRouterEvents[11041]: 72003004-eRouter enabled as Dual Stack
2020/11/22 10:31:48 Informational

ti_dhcp6c[10151]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:29:31 Critical

ti_dhcp6c[10151]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:29:31 Critical

ti_dhcp6c[10151]: 72001002-DHCPv6 Provision - Completed
2020/11/22 10:20:52 Informational

DHCPv4[10174]: 72001001-DHCPv4 Provision - Completed
2020/11/22 10:20:52 Informational

ti_dhcp6c[10151]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:20:48 Critical

ti_dhcp6c[10151]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:20:48 Critical

ti_dhcp6c[10151]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Nov 22 15:20:47 2020
2020/11/22 10:20:48 Critical

ti_dhcp6c[10151]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:20:47 Critical

ti_dhcp6c[10151]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:20:47 Critical

ti_dhcp6c[10151]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Sun Nov 22 15:20:45 2020
2020/11/22 10:20:47 Critical

ti_dhcp6c[10151]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Sun Nov 22 15:20:44 2020
2020/11/22 10:20:45 Critical

eRouterEvents[10028]: 72003004-eRouter enabled as Dual Stack
2020/11/22 10:20:43 Informational

eRouterEvents[12728]: 72003001-eRouter is administratively disabled
2020/11/22 10:19:01 Informational

DHCPv4[13141]: 72001020-DHCPv4 - IP Address Released
2020/11/22 10:19:00 Informational

eRouterEvents[12728]: 72003004-eRouter enabled as Dual Stack
2020/11/22 10:18:59 Informational

[Wifi][4386]: KeyPassphrase changed
2020/11/22 10:17:56 Notice

[Wifi][4386]: KeyPassphrase changed
2020/11/22 10:17:56 Notice

DHCPv4[13141]: 72001001-DHCPv4 Provision - Completed
2020/11/22 10:16:14 Informational

DHCPv4[13141]: 72001008-DHCPv4 - No Offer or Ack Received 1 times
2020/11/22 10:16:12 Critical

ti_dhcp6c[13106]: 72001002-DHCPv6 Provision - Completed
2020/11/22 10:16:11 Informational

ti_dhcp6c[13106]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:16:08 Critical

ti_dhcp6c[13106]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:16:08 Critical

ti_dhcp6c[13106]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sun Nov 22 15:16:07 2020
2020/11/22 10:16:08 Critical

ti_dhcp6c[13106]: 72001011-DHCPv6 - Missing Required Option 82
2020/11/22 10:16:07 Critical

ti_dhcp6c[13106]: 72001011-DHCPv6 - Missing Required Option 24
2020/11/22 10:16:07 Critical

ti_dhcp6c[13106]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Sun Nov 22 15:16:05 2020
2020/11/22 10:16:07 Critical

ti_dhcp6c[13106]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Sun Nov 22 15:16:04 2020
2020/11/22 10:16:05 Critical

eRouterEvents[12996]: 72003004-eRouter enabled as Dual Stack
2020/11/22 10:16:03 Informational

 

Responses

Voxx

Contributor

 • 

29 Messages

7 m ago

I am experiencing the same thing. However I think also Covid is not helping . Many are putting strain on xfinity/comcast with that going on.  I have had a tech come out 3 times in a week and a half.  I am not a tech  But I would  contact the office . I use the ask in my browser and type agent or live agent and follow the step to speak to someone they usually really good at  troubleshooting the issue and setting up a tech to come how .Tech may rewire your  home with new coaxes and check your box. For me none of this worked as it was Not my home. So while the tech is there ask them about testing the  ports and such if all checks out it could very well be an issue in the neighborhood as well . they would have to ask another team to check to see if something needs maintinance. Most of all need patience. I work from home too and have been having a hard time. Due to having 6 to 14 upload speeds and latencies of 13 to 16.

 

I also discorvers  that  someone at one point hacked my modem and  saw their device in my gateway connect so I cut them off. So it's odd. I also read someone reinstalled their modem and that fixed it for them. 

EG

Expert

 • 

87K Messages

7 m ago

First. With that model number gateway device, it can't be "fiber internet". It's DOCSIS / coax cable to the premises.

 

Second. Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.


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? Mark the post as Best Answer!tick

New Poster

 • 

2 Messages

7 m ago

I've attached the statistics below

https://imgur.com/UwyXHbf

EG

Expert

 • 

87K Messages

7 m ago

Those are in spec. How about the balance of the downstream channels ?

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? Mark the post as Best Answer!tick

New to the Community?

Start Here