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Internet Connection Randomly Drops

Regular Visitor

Internet Connection Randomly Drops

Hello it has almost been almost a month since i got xfinity and the internet keeps dropping for 2 to 4 minutes. Doesnt matter if under heavy usage or just watching tv. Happens about 2 to 3 times. Have called support multiple times and technicians have come twice.  nothing has worked.

will dump all the info i think you guys request. any help will be appriciated it. i am a few days from cancelling if it is going to be this unreliable.

Gateway model tg3482g     internet speed 250 

 event logs upstream and downstream info( sorry if the format is messed up)

Upstreams 1/18        
Index 1 2 3 4
Lock Status ACTIVE ACTIVE ACTIVE ACTIVE
Frequency 23000000 16600000 29400000 35800000
Symbol Rate 5120 KSym/sec 5120 KSym/sec 5120 KSym/sec 5120 KSym/sec
Power Level 39.520599 40.020599 40.020599 40.020599
Modulation 64QAM 64QAM 64QAM 64QAM
Channel Type US_TYPE_STDMA US_TYPE_STDMA US_TYPE_STDMA
US_TYPE_STDMA

 

Downstream 1/18                                                                  
Index 31 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 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 Not Locked
Frequency 663000000   477000000 483000000 489000000 495000000 507000000 513000000 519000000 525000000 531000000 537000000 543000000 549000000 555000000 561000000 567000000 573000000 579000000 585000000 591000000 597000000 603000000 609000000 615000000 621000000 627000000 633000000 639000000 645000000 651000000 669000000 0
SNR 37.355988   40.366287 38.983261 39.39719 38.983261 40.366287 38.983261 40.366287 38.983261 40.366287 38.983261 38.983261 38.983261 38.605377 38.605377 38.983261 38.983261 38.605377 38.983261 38.983261 38.983261 38.605377 38.605377 37.355988 37.636276 37.355988 37.636276 37.636276 37.636276 37.636276 37.355988 NA
Power Level 1.200001   7.099998 6.099998 5.300003 5.099998 5.099998 5.5 6 5.5 5.300003 5.300003 4.5 4.800003 4.900002 4.5 5 4.699997 4.199997 4.599998 4.300003 3.700001 3.5 3.5 2.299999 2.400002 2.099998 1.400002 2.299999 2 1.299999 0.900002 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 UNSUPPORTED

[Harvester][4878]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting

2019/1/18 13:28:40

Notice

ti_dhcp6c[9486]: 72001011-DHCPv6 - Missing Required Option 82

2019/1/18 13:26:28

Critical

ti_dhcp6c[9486]: 72001011-DHCPv6 - Missing Required Option 24

2019/1/18 13:26:28

Critical

ti_dhcp6c[9486]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Fri Jan 18 19:26:27 2019

2019/1/18 13:26:28

Critical

ti_dhcp6c[9486]: 72001015-DHCPv6 Failed - No Prefix Available

2019/1/18 13:26:27

Critical

ti_dhcp6c[9486]: 72001014-DHCPv6 Failed - No Address Available

2019/1/18 13:26:27

Critical

ti_dhcp6c[9486]: 72001011-DHCPv6 - Missing Required Option 82

2019/1/18 13:26:27

Critical

ti_dhcp6c[9486]: 72001011-DHCPv6 - Missing Required Option 24

2019/1/18 13:26:27

Critical

DHCPv4[8983]: 72001001-DHCPv4 Provision - Completed

2019/1/18 13:26:21

Informational

ti_dhcp6c[9708]: 72001011-DHCPv6 - Missing Required Option 82

2019/1/17 23:03:30

Critical

ti_dhcp6c[9708]: 72001011-DHCPv6 - Missing Required Option 24

2019/1/17 23:03:30

Critical

ti_dhcp6c[9708]: 72001011-DHCPv6 - Missing Required Option 82

2019/1/17 23:03:19

Critical

ti_dhcp6c[9708]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times

2019/1/17 23:03:19

Critica

 

Expert

Re: Internet Connection Randomly Drops

Hi @johnnyse

No red flags there. Did they swap the modem?

 

Since you've already had techs out...

I've asked an employee to check the head end server for real-time and historical signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem. You can also get a credit for your service from the time you first reported the issue until it is resolved.


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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Regular Visitor

Re: Internet Connection Randomly Drops

thank you for looking into it and also for the heads up.

It is still the same modern. The only thing done to the modern was a factory reset

Official Employee

Re: Internet Connection Randomly Drops

Hello johnnyse. Thanks for posting on our Forum. Sorry to see you you've been experiencing so much trouble with your internet. I can assist with troubleshooting your intermittent connection and schedule a technician visit as needed. I'd like to start with polling the CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. Please send me a private message and include your full name so I can access your equipment. You can click my name (ComcastJoeTru) to view my profile and send me a private message. Click "Send a private message" and private message me.
 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Official Employee

Re: Internet Connection Randomly Drops

Hey, sampwr! I know how frustrating something like this can be, and we'll be more than happy to assist with getting the issue resolved. It looks like you sent a private message over to us a few moments ago. One of our agents will be reaching out ot you through that message as soon as possible. We're going to do what we can to get the issue resolved =)


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Frequent Visitor

Re: Internet Connection Randomly Drops

Thank you, those error codes are what it spits out shortly after the diconnection.

Expert
Frequent Visitor

Re: Internet Connection Randomly Drops

did anybody get a resolve i am having the same issue