Frequent Visitor
•
7 Messages
Intermittent Dropping of Upstream Bonded Channels
Hello all,
I've been having connectivity issues on a daily basis (more than once a day, usually 3-6 times a day) for the past few weeks where my router/modem will disconnect from the internet. I have confirmed that both the WiFi and wired connection goes down, and I've noticed that every time, at least 1 upstream bonded channel goes from "locked" to "not locked" right when the connectionu drops. I have had a tech out 3 times, they all read the lines and say my readings are within spec, all new lines have been run, 4 different routers/modems have been tried, I have disconnected all devices except 1 to ensure it's no one of my devices causing it and the issue still persists. The techs say that there aren't any issues in the area and can't figure out what's going on, I'm desparate at this point as I work from home and am required to be online but the connection drops multiple times a day.
The line coming into my house is a direct line, no splitters just a MoCA filter I believe it's called, which the last tech changed out as well to test if that was the issue, and it is also grounded where the filter is. I've had a #6 and #8 attenuator installed, but it seemed the issue gets worse with the attenuator from dropping 1-3 times a day verse 6+ times a day with either attenuator, so the last tech removed them. My current readings are as follows, I just reset my modem at around 2:30 after dropping for the 3rd time today:
|
Downstream
|
Channel Bonding Value | ||||||||||||||||||||||||||||||||
| Index |
2
|
1
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
28
|
29
|
30
|
31
|
32
|
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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
|
|
| Frequency |
441000000
|
435000000
|
447000000
|
453000000
|
459000000
|
465000000
|
471000000
|
477000000
|
483000000
|
489000000
|
495000000
|
507000000
|
513000000
|
519000000
|
525000000
|
531000000
|
537000000
|
543000000
|
549000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
591000000
|
597000000
|
603000000
|
609000000
|
615000000
|
621000000
|
627000000
|
|
| SNR |
43.376591
|
43.376591
|
40.946209
|
44.625977
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
40.366287
|
40.946209
|
43.376591
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
43.376591
|
43.376591
|
43.376591
|
40.946209
|
43.376591
|
40.946209
|
43.376591
|
43.376591
|
40.366287
|
43.376591
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.946209
|
|
| Power Level |
8.300003
|
8.099998
|
8.099998
|
8.199997
|
8.199997
|
8.400002
|
8.199997
|
8.300003
|
8.500000
|
8.699997
|
8.699997
|
8.800003
|
9.000000
|
9.300003
|
9.300003
|
9.300003
|
9.599998
|
9.699997
|
9.800003
|
9.699997
|
9.900002
|
9.800003
|
9.599998
|
9.599998
|
9.599998
|
9.599998
|
9.800003
|
10.000000
|
10.000000
|
9.800003
|
9.800003
|
9.900002
|
|
| 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
|
|
|
Upstream
|
Channel Bonding Value | ||||
| Index |
1
|
2
|
3
|
4
|
|
|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
30100000
|
17300000
|
23700000
|
36500000
|
|
| Symbol Rate |
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
|
| Power Level |
41.500000
|
41.500000
|
41.750000
|
41.000000
|
|
| Modulation |
64QAM
|
64QAM
|
64QAM
|
64QAM
|
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
|
Event Logs
| All logs for Today | ||
|---|---|---|
| [Harvester][2890]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting | 2020/3/04 14:33:58 | Notice |
| ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 82 | 2020/3/04 14:33:31 | Critical |
| ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 24 | 2020/3/04 14:33:31 | Critical |
| ti_dhcp6c[10049]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Mar 4 19:33:30 2020 | 2020/3/04 14:33:31 | Critical |
| ti_dhcp6c[10049]: 72001015-DHCPv6 Failed - No Prefix Available | 2020/3/04 14:33:30 | Critical |
| ti_dhcp6c[10049]: 72001014-DHCPv6 Failed - No Address Available | 2020/3/04 14:33:30 | Critical |
| ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 82 | 2020/3/04 14:33:30 | Critical |
| ti_dhcp6c[10049]: 72001011-DHCPv6 - Missing Required Option 24 | 2020/3/04 14:33:30 | Critical |
| DHCPv4[8411]: 72001001-DHCPv4 Provision - Completed | 2020/3/04 14:33:24 | Informational |
| [Harvester][2877]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting | 2020/3/04 13:02:35 | Notice |
| ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 82 | 2020/3/04 13:02:04 | Critical |
| ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 24 | 2020/3/04 13:02:04 | Critical |
| ti_dhcp6c[10016]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Mar 4 18:02:03 2020 | 2020/3/04 13:02:04 | Critical |
| ti_dhcp6c[10016]: 72001015-DHCPv6 Failed - No Prefix Available | 2020/3/04 13:02:03 | Critical |
| ti_dhcp6c[10016]: 72001014-DHCPv6 Failed - No Address Available | 2020/3/04 13:02:03 | Critical |
| ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 82 | 2020/3/04 13:02:03 | Critical |
| ti_dhcp6c[10016]: 72001011-DHCPv6 - Missing Required Option 24 | 2020/3/04 13:02:03 | Critical |
| DHCPv4[8442]: 72001001-DHCPv4 Provision - Completed | 2020/3/04 13:01:58 | Informational |
I have screenshots of dropping the upstream bonded channels on my previous netgear c7000v2 as well as the 3 new routers I've rented from Xfinity (I am using one of the Xfinity routers now, Arris model TG3482G).
I am a new users, so I know I won't be able to post images, so I've uploaded them to flickr:
2/17
upstream and downstream readings while the internet was down on c7000v2
error logs
2/12 - with #6 attenuator on c7000v2
upstream
downstrea
error logs
another failure on 2/12,
upstream (this time channel 27 dropped)
downstream
I have many more pictures but they're all about the same, sometimes I drop 1 upstream, sometimes 2, sometimes 3, but whenever even 1 drops, my internet goes down until I reset the modem.
With the c7000v2, the error messages usually say T3 or T4 timeout along with the upstream bonded channel dropping, with the Arris modem from xfinity, I won't get an error message, the upstream bonded channel will drop and all my devices will disconnect from the internet, but the router will still say it's online and nothing in the event logs except when I reboot, then I get DHCPv6 missing required option 82 and 24.
Please help, I'm about to just change service providers, it's been a month of this and no one seems to know any answers, the last tech said they asked a maintainance tech to watch the line and they said everythign with the modem and node we're on look good, but obviously there's still an issue.
Hugh7777
New Poster
•
2 Messages
5 years ago
Reading the community forum, this seems to be happening to others. I've been working from home for 2 days, and dropped 3 times. I don't have your techical skill to disagnose to that level, but I have a support call back tomorrow... Like you I can't work from home and have to restart my modem with a 5 minutes gap in client calls!
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AvgCupOfJoe
Frequent Visitor
•
7 Messages
5 years ago
Here are the readings after reconnecting, Power Level from upstream varries from 36-42, I would imagine that is not typical. Help from someone from xfinity would be greatly appreciated.
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AvgCupOfJoe
Frequent Visitor
•
7 Messages
5 years ago
I have dropped connection two more times today, here are the readings from the first drop, then below is a screenshot of the second drop about 10 minutes later.
Downstream Channel Bonding Value
Index 2 1 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32
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
Frequency 441000000 435000000 447000000 453000000 459000000 465000000 471000000 477000000 483000000 489000000 495000000 507000000 513000000 519000000 525000000 531000000 537000000 543000000 549000000 555000000 561000000 567000000 573000000 579000000 585000000 591000000 597000000 603000000 609000000 615000000 621000000 627000000
SNR 43.376591 43.376591 43.376591 43.376591 43.376591 43.376591 43.376591 43.376591 40.946209 40.946209 43.376591 43.376591 40.946209 43.376591 43.376591 40.946209 43.376591 43.376591 43.376591 40.946209 43.376591 40.946209 43.376591 43.376591 40.946209 43.376591 40.946209 40.946209 40.946209 43.376591 40.366287 43.376591
Power Level 8.800003 8.800003 8.699997 8.800003 8.800003 8.900002 8.900002 9.000000 9.000000 9.199997 9.300003 9.400002 9.699997 9.900002 9.900002 9.900002 10.099998 10.300003 10.300003 10.199997 10.400002 10.199997 10.099998 10.099998 10.099998 10.000000 10.300003 10.400002 10.500000 10.300003 10.199997 10.300003
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
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Not Locked
Locked
Not Locked
Not Locked
Frequency
30100000
17300000
23700000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
36.750000
38.750000
37.000000
36.250000
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 82
2020/3/05 08:21:38
Critical
ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 24
2020/3/05 08:21:38
Critical
ti_dhcp6c[14700]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Mar 5 13:21:37 2020
2020/3/05 08:21:38
Critical
ti_dhcp6c[14700]: 72001015-DHCPv6 Failed - No Prefix Available
2020/3/05 08:21:37
Critical
ti_dhcp6c[14700]: 72001014-DHCPv6 Failed - No Address Available
2020/3/05 08:21:37
Critical
ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 82
2020/3/05 08:21:37
Critical
ti_dhcp6c[14700]: 72001011-DHCPv6 - Missing Required Option 24
2020/3/05 08:21:37
Critical
DHCPv4[14359]: 72001001-DHCPv4 Provision - Completed
2020/3/05 08:21:36
Informational
DHCPv4[29835]: 72001020-DHCPv4 - IP Address Released
2020/3/05 08:20:37
Informational
ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 82
2020/3/05 08:02:28
Critical
ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 24
2020/3/05 08:02:28
Critical
ti_dhcp6c[30230]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Mar 5 13:02:27 2020
2020/3/05 08:02:28
Critical
ti_dhcp6c[30230]: 72001015-DHCPv6 Failed - No Prefix Available
2020/3/05 08:02:27
Critical
ti_dhcp6c[30230]: 72001014-DHCPv6 Failed - No Address Available
2020/3/05 08:02:27
Critical
ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 82
2020/3/05 08:02:27
Critical
ti_dhcp6c[30230]: 72001011-DHCPv6 - Missing Required Option 24
2020/3/05 08:02:27
Critical
DHCPv4[29835]: 72001001-DHCPv4 Provision - Completed
2020/3/05 08:02:26
Informational
DHCPv4[10298]: 72001020-DHCPv4 - IP Address Released
2020/3/05 08:01:30
Informational
ti_dhcp6c[10687]: 72001011-DHCPv6 - Missing Required Option 82
2020/3/05 07:14:13
Critical
ti_dhcp6c[10687]: 72001011-DHCPv6 - Missing Required Option 24
2020/3/05 07:14:13
Critical
Second Drop:
https://flic.kr/p/2iB4zqD
While typing this up, it dropped a third time:
Event Logs
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AvgCupOfJoe
Frequent Visitor
•
7 Messages
5 years ago
Dropped again:
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AvgCupOfJoe
Frequent Visitor
•
7 Messages
5 years ago
Hi @EG ,
I see you're pretty active on here with similar issues, any chance you have any ideas on what's going on? Or would be able to connect me with anyone from xfinity who may be able to help?
Thank you
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AvgCupOfJoe
Frequent Visitor
•
7 Messages
5 years ago
Dropped again once last night and one again this morning. Someone from xfinity please respond.
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0
EG
Expert
•
110.3K Messages
5 years ago
Hello @AvgCupOfJoe You wrote;
"and I've noticed that every time, at least 1 upstream bonded channel goes from "locked" to "not locked" right when the connection drops."
"Here are the readings after reconnecting, Power Level from upstream varries from 36-42"
The signal stats that you posted at those times were o/k, but the above, and the error log entries indicate that something is going on. Perhaps there is intermittent noise ingress into the line(s) somewhere.
There are other signal stat figures 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.
Being that you already had techs out, I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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lmmendes
Regular Visitor
•
4 Messages
5 years ago
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XfinityAmira
Official Employee
•
4.1K Messages
5 years ago
Hello @AvgCupOfJoe, thanks for reaching out to our Forums! I'm sorry to hear about this ongoing connection issue you have been experiencing. I would be more than happy to further look into this on my end. Can you please send me a private message including your first and last name as it appears on the account?
To send me a Private Message, please click my name “ComcastAmira” and click “send a message".
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EG
Expert
•
110.3K Messages
5 years ago
FWIW, they were just responded to by an employee only 40 minutes before your writing...
Try posting the details of your problem in a new separate thread that you create here on this help board.
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