Visitor
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7 Messages
Internet down several times everyday
I keep checking the router logs everytime the internet goes out and this is what I see. I had a tech visit and replace the router saying the one I had is known to have issues and that all else was fine but he didn’t check for noise or anything just left. Here’s what the logs show for just today. I feel like something else is going on but I’m no tech expert and can’t get a hold of one. Another tech is coming today. Hopefully he is more advanced then one a few days ago
| FW.IPv6 INPUT drop , 6620 Attempts, 2023/5/24 11:29:39 | Firewall Blocked | |
| FW.IPv6 FORWARD drop , 421 Attempts, 2023/5/24 11:29:39 | Firewall Blocked | |
| FW.WANATTACK DROP , 30 Attempts, 2023/5/24 00:39:05 | Firewall Blocked |
Event Logs
| All logs for Today | ||
|---|---|---|
| DHCPv4[26448]: 72001001-DHCPv4 Provision - Completed | 2023/5/24 11:25:14 | Informational |
| DHCPv6[26557]: 72001002-DHCPv6 Provision - Completed | 2023/5/24 11:25:11 | Informational |
| DHCPv6[26557]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/5/24 11:25:09 | Critical |
| DHCPv6[26557]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/5/24 11:25:09 | Critical |
| DHCPv6[26557]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed May 24 16:25:08 2023 | 2023/5/24 11:25:09 | Critical |
| DHCPv6[26557]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/5/24 11:25:08 | Critical |
| DHCPv6[26557]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/5/24 11:25:08 | Critical |
| eRouterEvents[26426]: 72003004-eRouter enabled as Dual Stack | 2023/5/24 11:25:06 | Informational |
| eRouterEvents[22425]: 72003001-eRouter is administratively disabled | 2023/5/24 11:24:02 | Informational |
| eRouterEvents[22425]: 72003004-eRouter enabled as Dual Stack | 2023/5/24 11:24:01 | Informational |
| DHCPv4[27419]: 72001020-DHCPv4 - IP Address Released | 2023/5/24 11:24:01 | Informational |
| DHCPv6[27516]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/5/24 11:24:01 | Critical |
| DHCPv6[27516]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/5/24 11:24:01 | Critical |
| DHCPv4[27419]: 72001001-DHCPv4 Provision - Completed | 2023/5/24 10:41:29 | Informational |
| DHCPv6[27516]: 72001002-DHCPv6 Provision - Completed | 2023/5/24 10:41:27 | Informational |
| DHCPv6[27516]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/5/24 10:41:25 | Critical |
| DHCPv6[27516]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/5/24 10:41:25 | Critical |
| DHCPv6[27516]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed May 24 15:41:22 2023 | 2023/5/24 10:41:25 | Critical |
| DHCPv6[27516]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/5/24 10:41:24 | Critical |
| DHCPv6[27516]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/5/24 10:41:24 | Critical |
CCFelicia
Problem Solver
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311 Messages
2 years ago
Hello @user_67125b I apologize for the interruptions you've encountered with your internet services, and I see your logs you've posted, and this is not the experience we would like for you to have, so we would like to assist.
Can you please send our team a direct message [private message]:
• 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
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EG
Expert
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110.3K Messages
2 years ago
@user_67125b @XfinityFelicia
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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CCTimothyA
Problem Solver
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785 Messages
2 years ago
I do want to thank you for allowing us to assist you and if you ever need us please do not hesitate to create a new post. I hope you have a wonderful day.
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EG
Expert
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110.3K Messages
2 years ago
@XfinityTimothyA @user_67125b
So what specifically was the solution for the issue ?
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user_67125b
Visitor
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7 Messages
2 years ago
My response didn't send. The tech used a term I am not familiar with but outside my home in the cable box. It had something to do with the port the cable was plugged into? Sorry I know that's not much help.
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EG
Expert
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110.3K Messages
2 years ago
@user_67125b
Thanks for circling back with that update ! That is called the 'Tap'. They can be problematic and sometimes they need to be replaced. So is the problem resolved now ?
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user_67125b
Visitor
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7 Messages
2 years ago
It’s back up again but who know for how long?
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EG
Expert
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110.3K Messages
2 years ago
Sorry to hear that....... You are going to need to get the techs involved again until this gets fixed properly.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
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user_e2b984
Visitor
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2 Messages
2 years ago
you're connection is being disrupted on the main outside port device all the connections get plugged into. You need to have a tech come out and either switch which port your connection is plugged into and or add filters. One of the other connections has so much noise it is causing issues for your line and only shows up at the Port device location for your neighborhood. I had this exact same issue and after a month of research on my own and 3 different techs me telling the 3rd one what to do fixed this issue and has not been back since. Hope this helps.
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