Community Forum

Constant Wifi Drops

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New Poster

Constant Wifi Drops

It is finals week and I can't keep my family connected.  

 

I have tried:

  • Upgrading equipment to XFi XB6 gateway modem.  
  • Upgrading service to 1GB.  
  • Had Xfinity run a new line from the pole.
  • Tested speed to both PC laptops and Macbook Pros.  All are well over 300 Mbps with RSSI of ~50-60 dBm.
  • Stopped Xbox gaming
  • Ensured no rogue devices on my network (according to Xfi app)
  • Restarted Gateway a million times.

Any ideas?

Highlighted
Contributor

Re: Constant Wifi Drops

Questions:

1. What type of WiFi devices are you using?

2. Where is the Comcast Gatwway located in your house?

3. What WiFi Frequency are you attemptiong to connect to (2.4Ghz or 5Ghz)?

4, What is the WiFi signal stenght as you ove around your house? The releative strenght can be gauged by the number of WiFi bars on your phone.

Highlighted
Diamond Problem Solver

Re: Constant Wifi Drops

Post your upstream/downstream levels as your error logs it’ll give an accurate depiction of what your modem is actually doing.

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New Poster

Re: Constant Wifi Drops

  • Gateway Model TG3482G  (ARRIS) Located on 1st floor (have wired access points on other side of 1st floor (Asus) and in basement (Deco) plus a wireless Netgear repeater (EX3700 on 3rd floor)
  • Most devices connecting on 5GHz, 40 MHz
  • Typically 4 bars for close access points and 2-3 bars for ones further away
  • Right now my RSSI is -60 dBm but it ranges from -52 - 65 dBm
  • Noise is in the -90 to -95dBm range
  • All cable in the house is Cat 5e.  The home/wiring is 6 years old.
  • Coax feed comes into the house and is split between Gateway and an Xfinity  XG1 v4 A DVR box.  
  • Rest of house is fed by Cat 5e run from Gateway to Netgear 8 port Gig switch
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New Poster

Re: Constant Wifi Drops

It would be nice if you ask for up/down logs if you could post how people can get them.  Remember most people can barely turn on the computer so .. they need a helping hand to find such things. 

Highlighted
Diamond Problem Solver

Re: Constant Wifi Drops

If only there was a sticky at the top of this section that explains everything you need. You don’t need to be a computer genius to find it or you could just ask...
https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/td-p/3310447

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Expert

Re: Constant Wifi Drops

So just for clarity, do the hardwired devices have the same problem at the same times that the WiFi devices do ?



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New Poster

Re: Constant Wifi Drops

Sorry for the delay.  

 

Using Speedtest.net wirelessly:

Ping - 13ms

Down - 367

Up - 41

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New Poster

Re: Constant Wifi Drops

Yes.  All hardwired access points home run back through the 8 port switch and through the Xfinity Gateway (ARRIS) shown as 322Base below. 

 

Here is my best effort diagram (critics please be kind).

 

Home Network.jpg

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Expert

Re: Constant Wifi Drops

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Expert

Re: Constant Wifi Drops

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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New Poster

Re: Constant Wifi Drops

Spoiler
hcccn00_0-1588783574766.png

Here are the power levels

Highlighted
Expert

Re: Constant Wifi Drops

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Constant Wifi Drops

Thank you for this post.  Lots of good instruction here.  

 

Here is my Traceroute

Traceroute has started…

 

traceroute to e7010.dscg.akamaiedge.net (23.73.172.140), 64 hops max, 72 byte packets

 1  10.0.0.1 (10.0.0.1)  1.926 ms  2.258 ms  2.105 ms

 2  96.120.29.77 (96.120.29.77)  12.519 ms  12.040 ms  9.868 ms

 3  68.86.186.113 (68.86.186.113)  11.014 ms  10.908 ms  9.440 ms

 4  be-111-ar01.area4.il.chicago.comcast.net (162.151.92.121)  12.777 ms  11.329 ms  12.665 ms

 5  be-32221-cs02.350ecermak.il.ibone.comcast.net (96.110.40.53)  12.704 ms  13.959 ms  11.549 ms

 6  be-1213-cr13.350ecermak.il.ibone.comcast.net (96.110.35.38)  12.391 ms  12.513 ms  12.785 ms

 7  be-301-cr12.chicago.il.ibone.comcast.net (96.110.38.210)  11.359 ms  12.079 ms  12.250 ms

 8  be-1112-cs01.chicago.il.ibone.comcast.net (96.110.36.33)  12.870 ms  14.023 ms  11.678 ms

 9  be-1111-cr11.chicago.il.ibone.comcast.net (96.110.36.18)  12.457 ms  12.011 ms  12.742 ms

10  be-301-cr12.56marietta.ga.ibone.comcast.net (96.110.37.161)  29.762 ms  29.769 ms  30.716 ms

11  be-1112-cs01.56marietta.ga.ibone.comcast.net (96.110.34.209)  29.974 ms  32.077 ms  39.123 ms

12  be-1102-cr02.56marietta.ga.ibone.comcast.net (96.110.32.70)  29.841 ms  31.793 ms  30.868 ms

13  be-11491-pe04.56marietta.ga.ibone.comcast.net (68.86.83.178)  30.072 ms  29.543 ms  36.577 ms

14  66.208.228.42 (66.208.228.42)  35.906 ms  30.073 ms  30.424 ms

15  ae7.qts-atl.netarch.akamai.com (23.203.144.138)  37.174 ms  35.053 ms  31.732 ms

16  a23-73-172-140.deploy.static.akamaitechnologies.com (23.73.172.140)  28.948 ms  29.883 ms  28.226 ms

Highlighted
Expert

Re: Constant Wifi Drops

The trace is fine. What about those signal stat figures ?



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New Poster

Re: Constant Wifi Drops

Here is my event log.

 

[Harvester][2869]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 
2020/5/06 10:30:52Notice 
 
ti_dhcp6c[10323]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/06 10:30:09Critical 
 
ti_dhcp6c[10323]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 10:30:09Critical 
 
ti_dhcp6c[10323]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed May  6 16:30:08 2020 
2020/5/06 10:30:09Critical 
 
ti_dhcp6c[10323]: 72001015-DHCPv6 Failed - No Prefix Available 
2020/5/06 10:30:08Critical 
 
ti_dhcp6c[10323]: 72001014-DHCPv6 Failed - No Address Available 
2020/5/06 10:30:08Critical 
 
ti_dhcp6c[10323]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/06 10:30:08Critical 
 
ti_dhcp6c[10323]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 10:30:08Critical 
 
DHCPv4[9310]: 72001001-DHCPv4 Provision - Completed 
2020/5/06 10:30:02Informational 
 
ti_dhcp6c[26322]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/06 10:25:52Critical 
 
ti_dhcp6c[26322]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 10:25:52Critical 
 
ti_dhcp6c[26322]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed May  6 16:25:51 2020 
2020/5/06 10:25:52Critical 
 
ti_dhcp6c[26322]: 72001015-DHCPv6 Failed - No Prefix Available 
2020/5/06 10:25:51Critical 
 
ti_dhcp6c[26322]: 72001014-DHCPv6 Failed - No Address Available 
2020/5/06 10:25:51Critical 
 
ti_dhcp6c[26322]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/06 10:25:51Critical 
 
ti_dhcp6c[26322]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 10:25:51Critical 
 
DHCPv4[7526]: 72001001-DHCPv4 Provision - Completed 
2020/5/06 10:25:45Informational 
 
DHCPv4[7526]: 72001008-DHCPv4 - No Offer or Ack Received 16 times 
2020/5/06 10:25:42Critical 
 
[Harvester][2860]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 
2020/5/06 07:44:02Notice 
 
ti_dhcp6c[10611]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/06 07:43:19Critical 
 
ti_dhcp6c[10611]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 07:43:19Critical 
 
ti_dhcp6c[10611]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed May  6 13:43:18 2020 
2020/5/06 07:43:19Critical 
 
ti_dhcp6c[10611]: 72001015-DHCPv6 Failed - No Prefix Available 
2020/5/06 07:43:18Critical 
 
ti_dhcp6c[10611]: 72001014-DHCPv6 Failed - No Address Available 
2020/5/06 07:43:18Critical 
 
ti_dhcp6c[10611]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/06 07:43:18Critical 
 
ti_dhcp6c[10611]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 07:43:18Critical 
 
DHCPv4[9504]: 72001001-DHCPv4 Provision - Completed 
2020/5/06 07:43:11Informational 
 
ti_dhcp6c[10322]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/06 07:40:34Critical 
 
[Harvester][2909]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 
2020/5/05 08:38:30Notice 
 
ti_dhcp6c[10322]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/05 08:37:48Critical 
 
ti_dhcp6c[10322]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/05 08:37:48Critical 
 
ti_dhcp6c[10322]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue May  5 14:37:47 2020 
2020/5/05 08:37:48Critical 
 
ti_dhcp6c[10322]: 72001015-DHCPv6 Failed - No Prefix Available 
2020/5/05 08:37:47Critical 
 
ti_dhcp6c[10322]: 72001014-DHCPv6 Failed - No Address Available 
2020/5/05 08:37:47Critical 
 
ti_dhcp6c[10322]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/05 08:37:47Critical 
 
ti_dhcp6c[10322]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/05 08:37:47Critical 
 
DHCPv4[9299]: 72001001-DHCPv4 Provision - Completed 
2020/5/05 08:37:40Informational 
 
ti_dhcp6c[10451]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/03 22:09:16Critical 
 
ti_dhcp6c[10451]: 72001011-DHCPv6 - Missing Required Option 24 
2020/5/03 22:09:16Critical 
 
ti_dhcp6c[10451]: 72001011-DHCPv6 - Missing Required Option 82 
2020/5/03 22:09:10Critical 
 
Highlighted
Expert

Re: Constant Wifi Drops

Those router component event logs are unhelpful. This is what I asked for upthread;

 

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: Constant Wifi Drops

Seeing the same drops.. its been going on for two months now. Techs have been out and still no resolution, Only way I was able to keep it stable was to use the Xb6 gateway.

I was using the Nest wifi, until today no issue, but it dropped again.

 

seeing the following error message

 

ti_dhcp6c[26821]: 72001015-DHCPv6 Failed - No Prefix Available

Highlighted
New Poster

Re: Constant Wifi Drops

Any guidance is greatly appreciated.

 

 

Downstream

Channel Bonding Value

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Index

9

0

37

38

39

40

1

2

3

4

5

6

7

8

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

 

Lock Status

Locked

NotLocked

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

543000000

 

465000000

471000000

477000000

483000000

489000000

495000000

507000000

513000000

519000000

525000000

531000000

537000000

555000000

561000000

567000000

573000000

579000000

585000000

591000000

597000000

603000000

609000000

615000000

621000000

627000000

633000000

639000000

645000000

651000000

657000000

659600000

SNR

40.366287

 

40.946209

40.366287

40.366287

40.366287

40.366287

40.366287

40.946209

40.946209

40.946209

40.366287

40.946209

40.946209

40.366287

40.946209

40.366287

40.366287

40.946209

40.366287

40.946209

40.366287

40.366287

40.366287

40.366287

40.366287

40.366287

40.946209

40.366287

40.366287

40.366287

40.946209

NA

Power Level

4.800003

 

1.299999

1.400002

1.799999

2.000000

2.400002

2.500000

4.099998

4.699997

5.099998

5.000000

4.800003

4.900002

4.599998

4.400002

4.500000

4.400002

4.400002

4.199997

4.000000

3.799999

3.799999

3.599998

3.799999

3.599998

3.500000

3.500000

3.299999

3.099998

3.099998

2.400002

NA

Modulation

QAM256

UNSUPPORTED

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

OFD

 

Upstream

Channel Bonding Value

 

 

 

 

 

Index

1

2

3

4

5

 

Lock Status

Locked

Locked

Locked

Locked

Locked

 

Frequency

23000000

39800000

16600000

29400000

35800000

 

Symbol Rate

5120 KSym/sec

1280 KSym/sec

5120 KSym/sec

5120 KSym/sec

5120 KSym/sec

 

Power Level

44.520599

45.250000

44.020599

45.520599

45.270599

 

Modulation

64QAM

64QAM

64QAM

64QAM

64QAM

 

Channel Type

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_ATDMA