Frequent Visitor
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Internet and voice go out for hours at a time - critical errors in modem log
As the subject says, internet and voice go out for hours at a time, sometimes 12+ hours like last night (went out around 6pm, came back 7am). I've about had it. I've had technicians out three times, including a supervisor, and the issue I'm having still isn't fixed and they can't find anything wrong.
The lines inside and out - from the box on the street, to the modem in my living room - have been replaced. I cut out our router and just use just the modem (XB6 - replaced twice by technicians) as a router now. Disconnected all non-essential ethernet devices and just have one desktop connected now, which I did unplug while experiencing these outages and nothing changed even after unplugging the modem for 30 seconds (supervisor technician said it could be feedback caused by ethernet cables or devices, that's why I cut out all non-essential ones).
Comcast claims everything on their end is fine - clearly it isn't. There are multiple people posting about this issue, latest one besides me is from yesterday, seen here: https://forums.xfinity.com/t5/Your-Home-Network/XB6-Gateway-keeps-dropping-connection-throughout-day/td-p/3319535 we have the same errors in our modem's error log which I'll post below.
Before you ask, here's the downstream and upstream levels while internet and voice were out:
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||
| Index |
25
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
24
|
26
|
27
|
28
|
29
|
30
|
31
|
32
|
0
|
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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
|
NotLocked
|
Locked
|
| Frequency |
603000000
|
459000000
|
465000000
|
471000000
|
477000000
|
483000000
|
489000000
|
495000000
|
501000000
|
507000000
|
513000000
|
519000000
|
525000000
|
531000000
|
537000000
|
543000000
|
549000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
591000000
|
597000000
|
609000000
|
615000000
|
621000000
|
627000000
|
633000000
|
639000000
|
645000000
|
|
641600000
|
| SNR |
40.366287
|
40.946209
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.946209
|
40.366287
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.366287
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.366287
|
40.366287
|
40.366287
|
40.946209
|
40.366287
|
|
NA
|
| Power Level |
6.900002
|
6.400002
|
6.199997
|
6.199997
|
5.800003
|
5.699997
|
6.099998
|
6.099998
|
6.199997
|
6.099998
|
6.099998
|
6.300003
|
6.300003
|
6.099998
|
6.199997
|
6.300003
|
6.599998
|
6.599998
|
6.599998
|
6.699997
|
6.800003
|
7.000000
|
7.000000
|
6.900002
|
7.099998
|
7.000000
|
6.699997
|
6.599998
|
6.500000
|
6.199997
|
6.300003
|
5.900002
|
|
NA
|
| 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
|
UNSUPPORTED
|
OFDM
|
|
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 |
33.020599
|
32.520599
|
32.520599
|
33.020599
|
|
| Modulation |
64QAM
|
64QAM
|
64QAM
|
64QAM
|
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
|
Here are the the last few hours of various critical errors in the modem's log that show up while internet and voice are out (pastebin link as there are too many to post here): https://pastebin.com/UU4dMdjq
I will post a select few so people searching for these errors can find this thread:
DHCPv4[8303]: 72001008-DHCPv4 - No Offer or Ack Received 28 times
DHCPv4[8303]: 72001003-DHCPv4 Provision - 4 Retries Attempted. Last attempted at Fri Apr 3 10:58:30 2020
ti_dhcp6c[11122]: 72001011-DHCPv6 - Missing Required Option 24
ti_dhcp6c[11122]: 72001011-DHCPv6 - Missing Required Option 82
ti_dhcp6c[11122]: 72001014-DHCPv6 Failed - No Address Available
ti_dhcp6c[11122]: 72001015-DHCPv6 Failed - No Prefix Available
ti_dhcp6c[4705]: 72001004-DHCPv6 Provision - 13 Retries Attempted with Last attempt at Fri Apr 3 10:48:05 2020
ti_dhcp6c[4705]: 72001009-DHCPv6 - No Advertise or Reply Received 4 times
Anyone out there able to help?
Edit: here are firewall messages on the modem that seem to showcase the issue as well.
FW.IPv6 INPUT drop , 193 Attempts, 2020/4/07 15:51:43
FW.IPv6 FORWARD drop , 907 Attempts, 2020/4/07 14:52:37
FW.WANATTACK DROP , 104 Attempts, 2020/4/07 03:20:10
PhilBradley
Frequent Visitor
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11 Messages
5 years ago
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PhilBradley
Frequent Visitor
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11 Messages
5 years ago
Edited the original post to include firewall entries that seem relevant.
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