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10 Messages
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!
EG
Expert
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111.7K Messages
5 years ago
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 ?
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EG
Expert
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111.7K Messages
5 years ago
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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ThisOLHouse
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10 Messages
5 years ago
@EG or anyone else who can help:
The Gateway is an Arris TG3482G.
Here are the Downstream, Upstream, and SNR info:
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ThisOLHouse
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10 Messages
5 years ago
@EG
Do you need to see all the columns and rows (lock status, frequency, SNR, power level, moldulation, etc)?
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EG
Expert
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111.7K Messages
5 years ago
Yes. You can also copy all of the text and paste it here.
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ThisOLHouse
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10 Messages
5 years ago
@EG
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EG
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111.7K Messages
5 years ago
They're all good. Are there any error log entries being shown ? If so, please post them also.
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ThisOLHouse
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10 Messages
5 years ago
@EG
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EG
Expert
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111.7K Messages
5 years ago
That's not what I was looking for but those bit errors are very good.
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EG
Expert
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111.7K Messages
5 years ago
Here's an example of what they look like;
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ThisOLHouse
Frequent Visitor
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10 Messages
5 years ago
@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
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ThisOLHouse
Frequent Visitor
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10 Messages
5 years ago
@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.
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EG
Expert
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111.7K Messages
5 years ago
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......
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