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Internet randomly disconnects multiple times a day, often for approximately 100s exactly.
This has been going on for a really long time, but I don't know what to do. I used a python script to ping Cloudflare/Quad9/Google every few seconds and record when internet drops. Here is some representative logs from the last few days - not all outages captured since my computer is not always on, but it is multiple times a day, interrupting video calls frustratingly often. It appears to be modem/router related rather than external cable since usually when this happens running the network check from the xfinity app still shows connection to the gateway, but all devices drop at the same time. not that I really understand what that test is doing. We are on xFi complete and have the gateway and a pod.
Note that often the disconnections are for almost exactly 100s, which I think cannot be a coincidence and must reflect something to do with the source of the disconnections. The timing is not exact but seems very close.
What can I do to resolve this? It is infuriating not knowing if I will be able to take a call or do anything that cannot tolerate a 1.6min buffer.
Start | End | Duration
--------------------+---------------------+------------------------------------------
2025-09-05 18:46:52 | 2025-09-05 18:48:31 | 99.65s (1.66 minutes)
2025-09-05 22:25:47 | 2025-09-05 22:27:27 | 99.88s (1.66 minutes)
2025-09-06 00:26:00 | 2025-09-06 00:27:39 | 99.54s (1.66 minutes)
2025-09-06 01:21:22 | 2025-09-06 01:21:25 | 3.21s (0.05 minutes)
2025-09-07 10:20:34 | 2025-09-07 10:20:40 | 6.62s (0.11 minutes)
2025-09-07 12:14:47 | 2025-09-07 12:14:53 | 6.55s (0.11 minutes)
2025-09-08 10:15:47 | 2025-09-08 10:15:57 | 10.85s (0.18 minutes)
2025-09-08 14:15:52 | 2025-09-08 14:17:28 | 96.36s (1.61 minutes)
2025-09-09 08:57:55 | 2025-09-09 08:57:59 | 3.40s (0.06 minutes)
2025-09-09 09:53:33 | 2025-09-09 09:55:13 | 100.38s (1.67 minutes)
2025-09-09 11:08:33 | 2025-09-09 11:08:36 | 3.19s (0.05 minutes)
2025-09-09 11:09:17 | 2025-09-09 11:10:20 | 63.18s (1.05 minutes)
2025-09-09 12:47:12 | 2025-09-09 12:48:49 | 96.63s (1.61 minutes)
2025-09-09 14:48:16 | 2025-09-09 14:49:57 | 100.59s (1.68 minutes)
EDIT: after finally getting the event logs I highly suspect something is wrong here based on others with a similar error. Here are the most recent 20 event logs from the gateway for the last 24h:
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 13:20:10 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 13:12:37 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 24 | 2025/9/9 13:12:37 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 12:08:11 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 12:03:42 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 24 | 2025/9/9 12:03:42 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 11:08:11 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 10:59:59 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 24 | 2025/9/9 10:59:59 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 09:57:12 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 09:51:04 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 24 | 2025/9/9 09:51:04 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 08:48:36 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 08:40:33 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 24 | 2025/9/9 08:40:33 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 07:38:38 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 07:31:21 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 24 | 2025/9/9 07:31:21 | Critical |
| DHCPv6[10922]: 72001011-DHCPv6 - Missing Required Option 82 | 2025/9/9 06:33:15 | Critical |
| DHCPv6[10922]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times | 2025/9/9 06:33:15 | Critical |
It seems like something needs to be reset to stop this happening? see similar issues here:
Zedseayou
Visitor
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4 Messages
4 days ago
Sometimes it doesn't entirely disconnect and instead just lag spikes like this. Note how it goes from 50ms pings to 1-2k
https://imgur.com/a/yQ8pwFQ
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Zedseayou
Visitor
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4 Messages
3 days ago
Another data point: I actually was able to connect through a phone (with data off) at slow speeds (5mbps on a 1gbps plan) when the computer was showing as unable to ping, so it is not entirely all or nothing.
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EG
Expert
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113.3K Messages
2 days ago
@Zedseayou @XfinityAmandaB
Please circle back here and post any possible solutions for the issue here in these open public 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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