Community Forum

Gateway connection problems: Zoom and video games

Highlighted
Frequent Visitor

Gateway connection problems: Zoom and video games

We installed the Gateway device in January and have been having problems with connectivity.  During zoom calls we frequently see the message "unstable internet," and the zoom video and audio will freeze.  This is making working from home for spouse and taking college classes via online instruction also very difficult.  College aged son is worried about taking tests online, and getting disconnected.

Also, son has a computer connected via ethernet and during some video games, connection is lost.  He tried fixing it with on the Xfinity xFi app by opening portals for particular games, but connection was still lost while playing.

We have called Comcast customer service 3 or 4 times.  The last time, 3 days ago, the rep talked me into upgrading my internet speed to Blast (increasing my already high bill $20 plus taxes a month), but unfortunately it has not helped.  

 

I am thinking of asking for a new Gateway, but am afraid we will continue to have the same problem.  Or would it be betterr to just switch ISP?

 

Thanks in advance for any help!  

 

Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

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.

What is the exact make and model number of the modem / gateway device ?




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!
Highlighted
Frequent Visitor

Re: Gateway connection problems: Zoom and video games

@EG or anyone else who can help:

 

The Gateway is an Arris TG3482G.

Here are the Downstream, Upstream, and SNR info:

Screen Shot 2020-04-13 at 12.17.21 PM.pngThanks again for any help.  

Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Gateway connection problems: Zoom and video games

@EG 

 

Do you need to see all the columns and rows (lock status, frequency, SNR, power level, moldulation, etc)?

Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

Yes. You can also copy all of the text and paste 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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Gateway connection problems: Zoom and video games

@EG 

 

Downstream
Channel Bonding Value
Index
1
0
2
3
4
5
6
7
8
9
10
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
 
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
489000000
 
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
555000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
635600000
SNR
40.366287
 
40.946209
40.366287
40.366287
40.366287
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
40.366287
38.605377
38.983261
40.366287
38.983261
40.946209
40.366287
40.366287
40.366287
40.946209
40.946209
40.946209
38.983261
NA
Power Level
-1.000000
 
-1.000000
-1.000000
-0.599998
-1.000000
-0.799999
-0.900002
-1.200001
-1.200001
-1.299999
-1.099998
-1.299999
-1.299999
-1.299999
-1.599998
-1.299999
-1.400002
-1.799999
-2.000000
-2.099998
-2.400002
-2.500000
-2.099998
-2.000000
-1.299999
-1.200001
-1.200001
-0.500000
-0.700001
-0.700001
-1.099998
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
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
30100000
17300000
23700000
36500000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
44.270599
46.020599
45.020599
42.270599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

They're all good. Are there any error log entries being shown ? If so, please post them also.



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!
Highlighted
Frequent Visitor

Re: Gateway connection problems: Zoom and video games

@EG 

 

CM Error Codewords
Unerrored Codewords
7464
559030611
7464
7464
7459
7458
7458
7458
7458
7458
7458
7457
7458
7458
7457
7458
7457
7457
7458
7457
7457
7458
7440
7440
7440
7440
7440
7385
7384
7384
7384
7384
Correctable Codewords
0
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
3735936685
0
0
0
Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

That's not what I was looking for but those bit errors are very good.



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!
Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

Here's an example of what they look like;

 

Screenshot.png



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!
Highlighted
Frequent Visitor

Re: Gateway connection problems: Zoom and video games

@EG 

 

Event Logs

All logs for Today

   

[Harvester][2889]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 

2020/4/13 14:44:14

Notice 

ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 82 

2020/4/13 14:43:26

Critical 

ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 14:43:26

Critical 

ti_dhcp6c[8381]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 13 19:43:25 2020 

2020/4/13 14:43:26

Critical 

ti_dhcp6c[8381]: 72001015-DHCPv6 Failed - No Prefix Available 

2020/4/13 14:43:25

Critical 

ti_dhcp6c[8381]: 72001014-DHCPv6 Failed - No Address Available 

2020/4/13 14:43:25

Critical 

ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 82 

2020/4/13 14:43:25

Critical 

ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 14:43:25

Critical 

DHCPv4[7798]: 72001001-DHCPv4 Provision - Completed 

2020/4/13 14:43:20

Informational 

[Harvester][2912]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 

2020/4/13 10:49:01

Notice 

ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 82 

2020/4/13 10:48:20

Critical 

ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 10:48:20

Critical 

ti_dhcp6c[8682]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 13 15:48:19 2020 

2020/4/13 10:48:20

Critical 

ti_dhcp6c[8682]: 72001015-DHCPv6 Failed - No Prefix Available 

2020/4/13 10:48:19

Critical 

ti_dhcp6c[8682]: 72001014-DHCPv6 Failed - No Address Available 

2020/4/13 10:48:19

Critical 

ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 82 

2020/4/13 10:48:19

Critical 

ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 10:48:19

Critical 

DHCPv4[8113]: 72001001-DHCPv4 Provision - Completed 

2020/4/13 10:48:13

Informational 

ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 10:45:33

Critical 

ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 10:45:33

Critical

[Harvester][2895]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 

2020/4/13 09:28:38

Notice 

ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 82 

2020/4/13 09:27:56

Critical 

ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 09:27:56

Critical 

ti_dhcp6c[8493]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 13 14:27:55 2020 

2020/4/13 09:27:56

Critical 

ti_dhcp6c[8493]: 72001015-DHCPv6 Failed - No Prefix Available 

2020/4/13 09:27:55

Critical 

ti_dhcp6c[8493]: 72001014-DHCPv6 Failed - No Address Available 

2020/4/13 09:27:55

Critical 

ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 82 

2020/4/13 09:27:55

Critical 

ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24 

2020/4/13 09:27:55

Critical 

DHCPv4[7907]: 72001001-DHCPv4 Provision - Completed 

2020/4/13 09:27:49

Informational 

 

 

Highlighted
Expert

Re: Gateway connection problems: Zoom and video games

Those are the router component error logs, not the modem component RF error logs. They are not helpful. We've seen many posts here recently indicating that they have now blocked the end-user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......



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!
Highlighted
Frequent Visitor

Re: Gateway connection problems: Zoom and video games

@EG  or anyone else,

 

Is there anything that can be done to rectify the 2 situations I described initially?  I cannot find the other event log you mentioned.

 

Thanks for any help.