Persistent Connection Drops - DHCPv6 Missing Required Option 82 and 24

Background: We have had 3 technicians out. The first one came and replaced my 1.5 year old XB7 with an another XB7 about 2 months ago. The second one removed all the splitters and now I'm on a single line from the pole to the modem (this was about 3 weeks ago). He said the signal strength improved dramatically, but the issue persisted. The 3rd one came 2 days ago, and basically said everything looked good from his end and I should get another WiFi router as the XB7 isn't great at WiFi -- which I went ahead and invested in an Eero. As you'll see below that did not help either.

Problem: The critical problem is that the internet drops every couple of hours. What do I mean? All my iOS devices, my computers, my Roku, my Xfinity home cameras -- all go offline. I have to then go and manually reset the XB7 (remove power cable, wait 30 seconds and replug). It mostly comes back but obviously it's not sustainable for me to keep doing this multiple times a day. It does not matter whether I use the Eero or the WiFi from the XB7.

What I have tried so far:

1. Removed all splitters and now a single line from pole to modem

2. Switched 1.5 year old XB7 for a brand new one

3. Tested WiFi with both just the Eero and with just the XB7

4. I followed this thread and unchecked the "Stateless" option under 'Local IP Network' settings as recommended here: https://forums.xfinity.com/conversations/your-home-network/symptom-cannot-reach-url-dhcpv6-missing-option-24-and-option-82-persistent-cable-model-event-error-logs/622cf2e26c4cd02237d454e5

-- That did NOT work for me

What I am hoping for:

The only hope at this point seems to be what this thread recommends here: https://forums.xfinity.com/conversations/your-home-network/frequent-internet-interruptions/6310ed9ee951e801ff0ac14e

It sounds like @kbayer22 got a technician to reset some setting on the Xfinity end. Specifically: "The DHCP error will not occur anymore" I asked if they just troubleshot it or if they actually made a settings change and his response was "DHCP may fail to configure the client in proper way, It can't communicate with any server and you will loose the internet connection for a while and then it gets back on. That was reset from our end."

Ask: Can @XfinitySara or someone from Comcast please help me with this ask?

Thank you!

Logs for reference:

Troubleshooting Logs:

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 82

2023/7/31 11:30:26 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 24

2023/7/31 11:30:26 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 82

2023/7/31 11:22:36 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 82

2023/7/31 10:30:26 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 24

2023/7/31 10:30:26 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 82

2023/7/31 10:14:00 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 82

2023/7/31 09:19:51 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 24

2023/7/31 09:19:51 Critical

DHCPv6[12266]: 72001011-DHCPv6 - Missing Required Option 82

2023/7/31 09:02:20 Critical

Firewall Logs

All logs for Today
FW.IPv6 INPUT drop , 1459 Attempts, 2023/7/31 12:40:04	Firewall Blocked
FW.IPv6 FORWARD drop , 1273 Attempts, 2023/7/31 12:40:04	Firewall Blocked

Downstream	Channel Bonding Value
Index	20	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	45	46	47	0	48
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	513000000	489000000	495000000	507000000	519000000	525000000	531000000	543000000	549000000	555000000	561000000	567000000	573000000	579000000	585000000	591000000	597000000	603000000	609000000	615000000	621000000	627000000	633000000	639000000	645000000	651000000	657000000	663000000	669000000	675000000	681000000		690800000
SNR	37.355988	37.636276	37.636276	37.355988	37.636276	37.636276	37.636276	37.636276	37.636276	37.636276	37.355988	37.636276	37.636276	37.636276	37.355988	37.355988	37.355988	37.355988	37.355988	37.355988	37.355988	36.386890	36.609653	36.609653	36.609653	36.609653	36.609653	36.609653	36.609653	36.609653	36.386890		36.93 dB
Power Level	2.099998	2.799999	2.700001	2.299999	1.799999	1.700001	1.700001	1.799999	2.000000	2.099998	2.099998	2.400002	2.599998	2.599998	2.500000	2.500000	2.299999	2.000000	1.799999	1.700001	1.900002	1.700001	1.400002	1.299999	1.099998	0.799999	0.599998	0.400002	0.200001	-0.099998	-0.599998		-0.299999 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

Channel Bonding Value
Index	1	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	35600000	40400000	29200000	22800000	16400000	10400000
Symbol Rate	5120 KSym/sec	2560 KSym/sec	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec	2560 KSym/sec
Power Level	38.770599	39.260300	38.520599	37.770599	37.520599	37.260300
Modulation	64QAM	64QAM	64QAM	64QAM	64QAM	16QAM

Modem Details:

HW Version:11

Vendor:ARRIS Group, Inc.

BOOT Version:4.2.28.668728

Core Version:dunfell

Model:TG4482A

Product Type:XB7

Flash Part:4857 MB

Download Version:7.3.2.0.91

Responses

flatlander3

Problem Solver

•

1.5K Messages

2 years ago

Those 82/24 errors are fallout from a dhcpv6 rebind/renew lease attempt. Generally, what happens depending on who's version of dhcp their embedded software is using, and how that conversation is scripted, you release a lease before attempting a renew/rebind. With your equipment, you can't change the behavior of how that works.

Normally, that conversation takes place really, really fast and you wouldn't notice that period of time where the default route is down, the lease renews, and then comes back up. In your case, that first conversation fails, routing breaks on your clients, and an error is thrown. It works itself out because you don't continue to throw errors, but for a period of time it would be annoying.

Also looks pretty frequent. I don't know why it's doing this that frequently and at odd intervals. 17 minutes in one instance there in your logs. You've got no way to debug that part either with your equipment either.

Since you've got an Eero already, what you could do is put your XB7 in "Bridge Mode", and do the networking with the Eero. On the Eero you can go into advanced settings and disable IPV6 protocol entirely -- It IS an option there, it isn't on the XB7. If they are having issues with their DHCPv6 servers in your market (they do in my area quite frequently), you can work around their buggy network for now, until they get their end sorted out, then change it back at some point later.

I think you can still set bridge mode on the XB7 by logging into http://10.0.0.1 . If you can't set it there, use the phone app. The XB7 should reboot when you do that. When it does, pull the power cord on your Eero. Wait for the XB7 to come back up and rejoin the network, THEN plug the Eero back in. The Eero will get the external Xfinity IP address, and your XB7 will just be a pass-thru device at that point. Then go into the settings in your Eero and disable IPV6.

It might be a bit more stable with IPV4 only -- at least the leases may be longer, and break client routing less often.

3

0

sahildg

Visitor

•

2 Messages

@flatlander3 Thank you so much. I haven't tried Bridge mode yet so that may be the way to go. One question -- will I be able to connect my Xfinity Home security system and all devices (cameras, doorbell) to the Eero WiFi? That's been my concern so far...

2 years ago

0

flatlander3

Problem Solver

•

1.5K Messages

@sahildg That all depends on what WiFi standards your Eero can speak, and what WiFi standards all of your other gear speaks. WiFi radios are all not automatically compatible with each other. Some older gear and IOT devices use 802.11 "B" 2.4Ghz only. That one also works better passing through walls for cameras and security systems, but is slower than something like 802.11 "N"

Your Eero may be able to do a few standards at the same time. You might have to pull up the manual for it if you have trouble connecting something. Most phones do quite a few standards.

I don't know if bridge mode shuts down the XB7 security system WiFi radio or not. I thought it was a separate independent radio. That one might stay on if you are using their security systems.

(edited)

2 years ago

0

XfinityMartyR

Official Employee

•

1.9K Messages

Hey @sahildg, the guidance from @flatlander3 is spot on! I just wanted to address your Xfinity Home Protection concerns. I found out when the Xfinity Gateway is in Bridge Mode, Xfinity Home functionality should remain the same, and no change to the configuration will need to be made.

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2 years ago

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