Persistent Intermittent Connection Drops T3 No Ranging Response Received / DHCPv6 - Missing Required Option 82 & 24

Hi,

I have been having problems with intermittent connection drops since I moved here over 18 months ago. I work from home, and I will lose connection for a few moments before it comes back on. This happens randomly throughout the day. Some days the connection will be mostly stable, and other days I have to rejoin conference calls repeatedly throughout the day. This issue seems to affect all devices in my home. If I lose connection on my PC, the same happens on my phone, etc.

I have had 9 service appointments for this issue since I moved in. Technicians have replaced all of the cable from my house to the street, as well as the “tap plate”. I have had 5 different modems – 4x Xfinity rentals and one Motorola MG8702 I own.

I’ve had technicians tell me it’s a specific wire they replaced causing the problem, or it’s my modem, noise, backfeeding voltage, etc. Based on these comments, I’ve replaced components, moved modems to different areas in the house, had my wiring inspected, etc. and the problem persists. I’ve changed router settings, disabled ipv6, ran updates, used other devices, bridge mode, etc. to no avail.

On Xfinity modems I receive errors “DHCPv6 - Missing Required Option 82 & 24”. On my MG8702, I receive “No Ranging Response received - T3 time-out”. I am not using a VPN when these issues occur. I have tried disconnecting all devices overnight and checking logs, the problem persists when nobody is using the internet. I’ve also tried running stability tests on a dedicated PC, and can confirm large latency spikes when other devices are affected by the connectivity drops.

I had a service appointment in May where the technician said there was a maintenance issue affecting my neighborhood and that it was being resolved. I'm not sure what was done, but it seemed like the issue went away for a little while (a couple of weeks?) before it came back again. My last service appointment was late July, where they replaced the same cable again and that said everything was 100% functional, but the problem persists. I have tried following up RE the infrastructure fix in May, but have been unable to speak to anyone who can escalate. I am currently trying to schedule another service appointment, but I have been unable to get a call back scheduled at this time.

Xfinity is the only high-speed internet provider where I live. This issue is impacting my work and unfortunately it's beginning to look like there may be no way to resolve this other than to move. I am posting this in the hopes that there’s someone more knowledgeable than I who can help identify the cause of these disconnects. I am including the most recent connection details and logs I have from my previous Xfinity rental modem, and current data from my MG8702, as well as relevant screenshots. I am currently using the MG8702. Please let me know if there's any additional information I can provide.

Thank you!!!

Xfinity XB8 - May 2024

MG8702 - August 2024

XB8 Event Logs - May 2024 - #1

XB8 Event Logs - May 2024 - #2

XB8 Firewall Logs - May 2024 - #1

XB8 Firewall Logs - May 2024 - #2

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MG8702 Event Logs

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Ping Stability Test May 2024

Ping Stability Test June 2024