Frequent Visitor
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10 Messages
Internet going down a few times a day - DHCP errors in modem log
Hello,
After a few days of trying to wrap my head around what is going on with my network, here is the breakdown.
- For the last month+, we have been having random internet disconnects (all devices, wifi and wired) 1-3 times a day.
- Checking the modem log, it seems we have a lot of DHCP error (ex: pasted below)
- From what I can remember, this all seems to have started after we had some scheduled maintanence at the end of July
- Reason being, when I choose to see my 90 day history in the log, it only goes back to 8/1/2020 (not 90 days) and it is full of these DHCP errors.
Additional:
- I had my line and wires replaced a few years ago and all splitters kept to a minimum (by Comcast)
- My internet has been perfect since upgrading to xFi at the beginning of this year until these errors
I have seen the same problems all across the internet with no real solution, outside of maybe a re-provision of the modem.
This is very problematic as I am working from home now most days and have been kicked out of important Teams calls. My children are also getting kicked out of their Zoom classes for school and I need to stop work to help them get back on.
Any help is very appreciated! Thank you for your time.
Here is the log from today. Internet went out exactly at 12:01pm, when the first (bottom) spot appears, and back up at 12:03pm.
| DHCPv4[28652]: 72001001-DHCPv4 Provision - Completed | 2020/9/23 12:03:05 | Informational |
| ti_dhcp6c[28627]: 72001002-DHCPv6 Provision - Completed | 2020/9/23 12:03:02 | Informational |
| ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 82 | 2020/9/23 12:03:00 | Critical |
| ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 24 | 2020/9/23 12:03:00 | Critical |
| ti_dhcp6c[28627]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Sep 23 18:02:59 2020 | 2020/9/23 12:03:00 | Critical |
| ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 82 | 2020/9/23 12:02:59 | Critical |
| ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 24 | 2020/9/23 12:02:59 | Critical |
| ti_dhcp6c[28627]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Sep 23 18:02:58 2020 | 2020/9/23 12:02:59 | Critical |
| eRouterEvents[28545]: 72003004-eRouter enabled as Dual Stack | 2020/9/23 12:02:57 | Informational |
| eRouterEvents[19609]: 72003001-eRouter is administratively disabled | 2020/9/23 12:01:03 | Informational |
| eRouterEvents[19609]: 72003004-eRouter enabled as Dual Stack | 2020/9/23 12:01:02 | Informational |
| DHCPv4[11818]: 72001020-DHCPv4 - IP Address Released | 2020/9/23 12:01:02 | Informational |
Modem information:
| Index | 9 | 6 | 7 | 8 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 | 34 | 35 | 36 | 37 | |
| 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 | Locked |
| Frequency | 5.07E+08 | 4.83E+08 | 4.89E+08 | 4.95E+08 | 5.13E+08 | 5.19E+08 | 5.25E+08 | 5.31E+08 | 5.37E+08 | 5.43E+08 | 5.49E+08 | 555000000 | 5.61E+08 | 5.67E+08 | 5.73E+08 | 5.79E+08 | 5.85E+08 | 5.91E+08 | 5.97E+08 | 6.03E+08 | 6.09E+08 | 6.15E+08 | 6.21E+08 | 6.27E+08 | 6.33E+08 | 6.39E+08 | 6.45E+08 | 6.51E+08 | 6.57E+08 | 6.63E+08 | 6.69E+08 | 7.22E+08 | 6.12E+08 |
| SNR | 38.60538 | 38.98326 | 38.98326 | 38.98326 | 38.60538 | 38.98326 | 38.98326 | 38.98326 | 38.98326 | 38.98326 | 38.98326 | 38.983261 | 38.60538 | 38.60538 | 38.98326 | 38.98326 | 38.98326 | 38.98326 | 38.98326 | 38.60538 | 38.98326 | 38.60538 | 38.60538 | 38.60538 | 38.98326 | 38.98326 | 38.98326 | 38.98326 | 38.60538 | 38.98326 | 38.98326 | 4.24269 | NA |
| Power Level | 2.299999 | 2.200001 | 2.299999 | 2.400002 | 2.400002 | 2.299999 | 2.299999 | 2.400002 | 2.299999 | 2.5 | 2.400002 | 2.400002 | 2.299999 | 2.200001 | 2.099998 | 2 | 1.900002 | 1.700001 | 1.599998 | 1.200001 | 1.200001 | 0.900002 | 0.700001 | 0.599998 | 0.5 | 0.400002 | 0.299999 | 0.099998 | 0.299999 | 0.200001 | 0.400002 | -60 | 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 | UNKNOWN | OFDM |
| Index | 1 | 2 | 3 | 4 | 5 |
| Lock Status | Locked | Locked | Locked | Locked | Locked |
| Frequency | 29200000 | 39600000 | 16400000 | 22800000 | 35600000 |
| Symbol Rate | 5120 KSym/sec | 1280 KSym/sec | 5120 KSym/sec | 5120 KSym/sec | 5120 KSym/sec |
| Power Level | 50.770599 | 49.25 | 48.770599 | 50.020599 | 51.020599 |
| Modulation | 64QAM | 64QAM | 64QAM | 64QAM | 64QAM |
| Channel Type | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA | US_TYPE_ATDMA |
EG
Expert
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109.1K Messages
4 years ago
The upstream power is on the high side(it's already out of spec on channel 5) and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
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mstanton1983
Frequent Visitor
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10 Messages
4 years ago
EG - thank you for your response. I have already checked everything and it looks good. When I had everything replaced a few years ago, new splitters were also installed by Comcast (I had brought up what you mentioned about sub-par quality hardware with the tech.)
Curious about the out of range numbers. Thank you for pointing that out.
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EG
Expert
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109.1K Messages
4 years ago
Then as stated, you'll need a tech out to investigate / correct the problem.
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.
Good luck !
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mstanton1983
Frequent Visitor
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10 Messages
4 years ago
I had scheduled an appointment for tomorrow and a half hour later received a text from Comcast that: “We fixed the issue impacting Xfinity Internet in your area. If you're back online, you can reply X to cancel your appt.”
Not sure if they were able to catch something in my area after seeing the request for a visit. Contemplating calling off the visit for a few days in case it ended up fixing it.
Will keep this updated in case it helps anyone else in the future.
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