Visitor
•
2 Messages
Internet drops multiple times per day
Both Wired devices and wireless devices show signs of dropping and re-establishing internet connection multiple times per day for over a year. Have had techs out here multiple times. They have replaced the underground cable to the house, I've replaced the gateway just recently to ensure that wasn't the issue. The problem remains. My wired PC (CAT6) shows "identifying" when this issue occurs, indicating to me that the internet connection is being re-established. Similarly, the Firestick connected TV just halts mid program for 1-2 minutes and returns. Very frustrated with this. Seems it started when we moved to a GB connection speed.
Here are some of the logs from yesterday if that helps:
the event log :
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 15:13:59 Critical
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 15:13:59 Critical
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 15:13:49 Critical
DHCPv6[5374]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times
2022/1/26 15:13:49 Critical
DHCPv4[5264]: 72001001-DHCPv4 Provision - Completed
2022/1/26 14:56:02 Informational
DHCPv6[5374]: 72001002-DHCPv6 Provision - Completed
2022/1/26 14:55:58 Informational
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 14:55:56 Critical
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 14:55:56 Critical
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:55:56 Critical
DHCPv6[5374]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:55:56 Critical
DHCPv6[5374]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Jan 26 19:55:55 2022
2022/1/26 14:55:56 Critical
DHCPv6[5374]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Jan 26 19:55:56 2022
2022/1/26 14:55:56 Critical
eRouterEvents[5243]: 72003004-eRouter enabled as Dual Stack
2022/1/26 14:55:54 Informational
eRouterEvents[29039]: 72003001-eRouter is administratively disabled
2022/1/26 14:54:45 Informational
eRouterEvents[29039]: 72003004-eRouter enabled as Dual Stack
2022/1/26 14:54:44 Informational
DHCPv4[10349]: 72001020-DHCPv4 - IP Address Released
2022/1/26 14:54:44 Informational
DHCPv6[11177]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:54:44 Critical
DHCPv6[11177]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:54:44 Critical
[Wifi][3156]: WiFi radio Radio1 is set to UP
2022/1/26 14:54:39 Notice
[Wifi][3156]: WiFi radio Radio0 is set to UP
2022/1/26 14:53:49 Notice
[Wifi][3156]: KeyPassphrase changed
2022/1/26 14:53:48 Notice
[Wifi][3156]: KeyPassphrase changed
2022/1/26 14:53:47 Notice
DHCPv6[11177]: 72001002-DHCPv6 Provision - Completed
2022/1/26 14:49:41 Informational
DHCPv6[11177]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 14:49:36 Critical
DHCPv6[11177]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:49:36 Critical
DHCPv6[11177]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Jan 26 19:49:35 2022
2022/1/26 14:49:36 Critical
DHCPv6[11177]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 14:49:35 Critical
DHCPv6[11177]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:49:35 Critical
DHCPv4[10349]: 72001001-DHCPv4 Provision - Completed
2022/1/26 14:49:28 Informational
eRouterEvents[10272]: 72003004-eRouter enabled as Dual Stack
2022/1/26 14:49:19 Informational
[Wifi][3169]: Wifi security mode WPA2-Enterprise is Enabled
2022/1/26 14:46:21 Notice
[Harvester][3169]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting
2022/1/26 14:45:29 Notice
[Harvester][3169]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2022/1/26 14:45:29 Notice
DHCPv6[11088]: 72001002-DHCPv6 Provision - Completed
2022/1/26 14:40:50 Informational
DHCPv6[11088]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 14:40:47 Critical
DHCPv6[11088]: 72001011-DHCPv6 - Missing Required Option 82
2022/1/26 14:40:47 Critical
DHCPv6[11088]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:40:47 Critical
DHCPv6[11088]: 72001011-DHCPv6 - Missing Required Option 24
2022/1/26 14:40:47 Critical
DHCPv6[11088]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Wed Jan 26 19:40:45 2022
2022/1/26 14:40:47 Critical
DHCPv6[11088]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Jan 26 19:40:47 2022
2022/1/26 14:40:47 Critical
DHCPv6[11088]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Jan 26 19:40:44 2022
2022/1/26 14:40:45 Critical
DHCPv4[10164]: 72001001-DHCPv4 Provision - Completed
2022/1/26 14:40:39 Informational
DHCPv4[10164]: 72001008-DHCPv4 - No Offer or Ack Received 1 times
2022/1/26 14:40:36 Critical
eRouterEvents[10123]: 72003004-eRouter enabled as Dual Stack
2022/1/26 14:40:27 Informational
and some connection information:
Cable Modem
|
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
|
0
|
33
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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 |
603000000
|
453000000
|
459000000
|
465000000
|
471000000
|
477000000
|
483000000
|
489000000
|
495000000
|
501000000
|
507000000
|
513000000
|
519000000
|
525000000
|
531000000
|
537000000
|
543000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
591000000
|
597000000
|
609000000
|
615000000
|
621000000
|
627000000
|
633000000
|
639000000
|
692800000
|
|
| SNR |
38.983261
|
40.946209
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
40.366287
|
38.983261
|
40.366287
|
38.983261
|
38.605377
|
38.605377
|
38.983261
|
40.366287
|
38.983261
|
40.366287
|
40.366287
|
38.605377
|
38.983261
|
38.983261
|
40.366287
|
38.983261
|
38.983261
|
38.983261
|
38.983261
|
38.983261
|
40.366287
|
41.64 dB
|
|
| Power Level |
6.300003
|
6.000000
|
6.000000
|
6.000000
|
6.000000
|
6.000000
|
5.900002
|
5.900002
|
5.900002
|
5.900002
|
6.000000
|
5.800003
|
5.699997
|
5.500000
|
5.000000
|
5.099998
|
5.699997
|
6.099998
|
6.199997
|
6.400002
|
6.400002
|
6.199997
|
6.199997
|
6.300003
|
6.400002
|
6.500000
|
6.500000
|
6.500000
|
6.599998
|
6.900002
|
6.699997
|
7.500000 dBmV
|
|
| 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
|
OFDM
|
|
|
Upstream
|
Channel Bonding Value | ||||
| Index |
1
|
2
|
3
|
4
|
|
|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
30200000
|
23800000
|
17400000
|
37200000
|
|
| Symbol Rate |
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
|
| Power Level |
45.270599
|
45.270599
|
45.270599
|
44.770599
|
|
| Modulation |
64QAM
|
64QAM
|
64QAM
|
64QAM
|
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
|
| CM Error Codewords | ||||||||||||||||||||||||||||||||
| Unerrored Codewords |
20845
|
20706
|
20536
|
16980
|
16834
|
16719
|
15913
|
15778
|
15639
|
15498
|
15384
|
15251
|
13652
|
13537
|
13388
|
13247
|
13131
|
12996
|
12861
|
12717
|
12584
|
12442
|
12292
|
12162
|
10759
|
10625
|
10484
|
10353
|
10219
|
10076
|
9962
|
559030611
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Correctable Codewords |
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
3735936685
|
| Uncorrectable Codewords |
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
0
|
3735936685
|
EG
Expert
•
110.2K Messages
3 years ago
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment 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.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
0
0
XfinityLinda
Official Employee
•
1.8K Messages
3 years ago
Hello, @JeffCar! Thank you for connecting with us here on our forums! We apologize for the continued service issues. In order to look into your account. We'll need for you to send us a Direct Message, so we may get your name and service address. We look forward to assisting.
To start a Direct 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.
0
0
JeffCar
Visitor
•
2 Messages
3 years ago
This was escalated to a higher support level. They called to tell me the problem was “resolved” but wouldn’t tell me what they did. The problem seems to have been resolved, but I can’t tell you how.
1
0