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

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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?

 

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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.