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Internet drops a few times a day. Support says everything is fine. Can't work reliably due to drops.

jasongroce
Regular Visitor

Internet drops a few times a day. Support says everything is fine. Can't work reliably due to drops.

I've had the gigabit for around two years. I bought a Motorola modem when I got it and it has been working fine for about a year and a half. In June or so I started getting daily drops often around the same time per day (11am). Checking the modem's logs I would see errors logged around those times.

 

I had enough and called. Support said my "owned" modem was the reason. Although I didn't beleive them, I agreed to rent their XB7. Plugged it in and within a few hours it was doing the same as my modem.

 

Chatted on Monday, same story of unplug and reboot. Said they would charge $79.99 to send a tech out. They would give me a deal for $40 since I was having trouble. I declined to pay them to fix their problem. Support said they would have tier 2 call... No one called. 

 

Today went out again twice in the 6 hours I had been on it. I started a chat, they passed me to a phone person (which was a nice lady) but she said her tests showed everything looked good. Ofcourse that was because the last guy had me power boot the modem. She said she can't roll a truck with what my settings are showing

 

What can I do? I can't predict when it's going to go out. I can't call in enough time to get them to "see" they can't connect. Also, the first move is to unplug the device which resets the issue anyways.

 

I checked the log myself after that call. It seems that someone could use this and determine what the issue is.

 

ti_dhcp6c[11982]: 72001011-DHCPv6 - Missing Required Option 82
2020/9/16 10:05:09 Critical

ti_dhcp6c[11982]: 72001011-DHCPv6 - Missing Required Option 24
2020/9/16 10:05:09 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 8 Retries Attempted with Last attempt at Wed Sep 16 15:02:58 2020
2020/9/16 10:05:09 Critical

DHCPv4[12001]: 72001001-DHCPv4 Provision - Completed
2020/9/16 10:03:04 Informational

DHCPv4[12001]: 72001008-DHCPv4 - No Offer or Ack Received 5 times
2020/9/16 10:03:00 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 7 Retries Attempted with Last attempt at Wed Sep 16 15:01:54 2020
2020/9/16 10:02:58 Critical

DHCPv4[12001]: 72001008-DHCPv4 - No Offer or Ack Received 4 times
2020/9/16 10:01:57 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 6 Retries Attempted with Last attempt at Wed Sep 16 15:01:23 2020
2020/9/16 10:01:54 Critical

DHCPv4[12001]: 72001008-DHCPv4 - No Offer or Ack Received 3 times
2020/9/16 10:01:24 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 5 Retries Attempted with Last attempt at Wed Sep 16 15:01:07 2020
2020/9/16 10:01:23 Critical

DHCPv4[12001]: 72001008-DHCPv4 - No Offer or Ack Received 2 times
2020/9/16 10:01:09 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 4 Retries Attempted with Last attempt at Wed Sep 16 15:00:59 2020
2020/9/16 10:01:07 Critical

DHCPv4[12001]: 72001008-DHCPv4 - No Offer or Ack Received 1 times
2020/9/16 10:01:01 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 3 Retries Attempted with Last attempt at Wed Sep 16 15:00:54 2020
2020/9/16 10:00:59 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Wed Sep 16 15:00:52 2020
2020/9/16 10:00:54 Critical

ti_dhcp6c[11982]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Sep 16 15:00:51 2020
2020/9/16 10:00:52 Critical

eRouterEvents[11935]: 72003004-eRouter enabled as Dual Stack
2020/9/16 10:00:51 Informational

eRouterEvents[9254]: 72003001-eRouter is administratively disabled
2020/9/16 10:00:35 Informational

eRouterEvents[9254]: 72003004-eRouter enabled as Dual Stack
2020/9/16 10:00:34 Informational

DHCPv4[9659]: 72001020-DHCPv4 - IP Address Released
2020/9/16 10:00:34 Informational

ti_dhcp6c[9633]: 72001011-DHCPv6 - Missing Required Option 82
2020/9/16 00:14:10 Critical

ti_dhcp6c[9633]: 72001011-DHCPv6 - Missing Required Option 24
2020/9/16 00:14:10 Critical

ti_dhcp6c[9633]: 72001011-DHCPv6 - Missing Required Option 82
2020/9/16 00:13:59 Critical

 

Does anyone have any clue to what I should do? I would hate to move to DSL becuase I've been with Comcast for a decade or so...but at this point what do I do?

 

jasongroce
Regular Visitor

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

Follow up. I received a random call Friday from John at comcast. He asked if the issue was resolved. I did it was not. He said he could see the errors in the log and would roll a truck that afternoon.
The driver showed up. Did some new connections outside and ran a new cable to the modem.
The errors have stopped and I don't think I have lost connection since.
I wanted to give an update for anyone having the same issue. We didn't see any nicks in the wire but it was the original one from 10 years ago. I hope this helps others.
jasongroce
Regular Visitor

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

Well, a week later and the issue seems to be back. I'll try and reach out to John again and see what the next step is. I suppose it must be upstream since they replaced the wire. I'll keep this updated. Errors are about 8 hours apart, the same 82 and 24 errors from my first post.
ComcastJoeTru
Official Employee

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

Hello jasongroce. Apologies your issues persist. I can help with further troubleshooting your intermittent connectivity issue. In order to have a better insight, I will have to poll the CMTS for real-time and historical RF signal reports from your modem, and check your local Node/Plant for signal degradation / errors. To get started, please send me a private message and include your full name and service address so I can assist you.



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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.
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Painter978
New Poster

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

We have the same problem for a month now!! It is very frustrating.... Good (probably not) to know we aren't the only ones.....  I will be researching new cable service today.

mzrgd4
Regular Visitor

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

I have the exact same problem and it is VERY frustrating.

Contacted support and they checked the modem signal and ran some new cabling.

I do not believe that this is a broadband issue however since it is internittent perhaps the signals are only bad at the specific incident times.

The modem does not reboot, seems to lose IP configuration.

Contacted support again and they are sending me a new XB7 modem to replace my XB6.

I am hoping that this solves the issue, if not I will have to escalate thru the support chain.

 

I currently have an XB6 in bridged mode and three or four times per day my connection drops.

Gateway is still pingable @ 10.0.0.1 but internal Xfinity DNS is dead and it appears that my modem drops the IP address.

 

Most of my gear is hard wired but in this scenario my mesh wireless as well as hard wired connections all lose whatever they are doing for up to a minute.  This includes work conference calls as I have worked from home since 2000.

 

Just moved to comcast area from charter comm and moved my entire setup.  Never had anything remotely close to this level of intermittent disconnect.

 

This issue has been happening since I moved and started Xfinity service.  Started in xfi mode and switched to bridged mode.  No difference in the drops.

 

I have scripts (single ping every 15 seconds) that check uptime of the modem, Xfi DNS1, Xfi DNS2, and Google DNS1

 

When this happens my single pings test script gets...

10/26/2020 1:13:18.30 - Xfi DNS1 Ping ..... Failed
10/26/2020 1:13:22.30 - Xfi DNS2 Ping ..... Failed
10/26/2020 1:13:26.29 - Google DNS1 Ping .. Failed

 

Corresponding to the modem logs... (DST adjusted)

DHCPv4[14907]: 72001001-DHCPv4 Provision - Completed2020/10/26 00:14:08Informational
ti_dhcp6c[14851]: 72001002-DHCPv6 Provision - Completed2020/10/26 00:14:04Informational
ti_dhcp6c[14851]: 72001011-DHCPv6 - Missing Required Option 822020/10/26 00:14:02Critical
ti_dhcp6c[14851]: 72001011-DHCPv6 - Missing Required Option 242020/10/26 00:14:02Critical
ti_dhcp6c[14851]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Oct 26 05:14:00 20202020/10/26 00:14:01Critical
ti_dhcp6c[14851]: 72001011-DHCPv6 - Missing Required Option 822020/10/26 00:14:00Critical
ti_dhcp6c[14851]: 72001011-DHCPv6 - Missing Required Option 242020/10/26 00:14:00Critical
ti_dhcp6c[14851]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Mon Oct 26 05:13:59 20202020/10/26 00:14:00Critical
eRouterEvents[14668]: 72003004-eRouter enabled as Dual Stack2020/10/26 00:13:58Informational
eRouterEvents[11146]: 72003001-eRouter is administratively disabled2020/10/26 00:12:49Informational
DHCPv4[7247]: 72001020-DHCPv4 - IP Address Released2020/10/26 00:12:48Informational
eRouterEvents[11146]: 72003004-eRouter enabled as Dual Stack2020/10/26 00:12:47Informational

 

Comcast/Xfinity are working the issue but I feel like it will take a deep dive from the upper level engineers to get this one fixed if the modem does not cure it.

 

I am an engineer in the IT field for the past 32 years.

Ctilly
New Poster

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

Hi Jason,

Was Joe Tru able to resolve your issue? Wondering what action was taken. I’m having same issue - multiple drops / day. Usually out for 10 min or so at a time. : /
mzrgd4
Regular Visitor

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

I sent a PM to Joe as well and have not received a reply.

Just prior to writing this message the internet went down again with the same scenario .. it all begins with this....

DHCPv4[20519]: 72001020-DHCPv4 - IP Address Released2020/10/29 00:57:04Informational

and ends with this...

DHCPv4[5183]: 72001001-DHCPv4 Provision - Completed2020/10/29 00:58:21Informational

Very frustrating!

mzrgd4
Regular Visitor

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

I have been struggling with this since September 19th (the day I started using Xfinity) and after a trip from a tech where everything checked out and a few support calls I finally swapped my modem yesterday from Arris XB6 to Technicolor XB7 .. I also have a monitoring script that records this when it happens.  So far not a single drop with the new modem .. it is early yet but I would usually have two or more failures by now so I am hopeful.

mzrgd4
Regular Visitor

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

I had this problem from day one with Xfi (as noted in several other posts that I have made) .. Comcast replaced cabling and tested everything .. all good .. I had them swap my XB6 modem for the newer XB7 and I have been two days now without a single drop (I scripted an every 15 second test) .. Normally it would drop three to four times per day.  The connection has been solid and reliable with no errors in the modem log since the XB7 swap.  These kind of issues happen and I have found that Comcast has taken the issue seriously.  Hopefully it is now resolved for good.  Personally I do not think these kind of issues should cause you to look to another provider as all providers have issues from time to time.  The key here is they worked the problem to conclusion with me and that means a lot.  Just food for thought I suppose.  If you have systemic problems that are not being addressed that is different all together.  Good luck!

ComcastChe
Official Employee

Re: Internet drops a few times a day. Support says everything is fine. Can't work reliably due to dr

Hi @mzrgd4

Thanks for sharing your experience here on the Xfinity Forum. I'm sorry if we weren't able to assist you in a timely manner. I am happy that you've since been able to get this issue resolved by upgrading your modem to a Technicolor XB7. If you need any help in the future, don't hesitate to reach out. 


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!