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Internet going down a few times a day - DHCP errors in modem log

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Frequent Visitor

Internet going down a few times a day - DHCP errors in modem log

Hello,

 

After a few days of trying to wrap my head around what is going on with my network, here is the breakdown.

 

- For the last month+, we have been having random internet disconnects (all devices, wifi and wired) 1-3 times a day.

- Checking the modem log, it seems we have a lot of DHCP error (ex: pasted below)

- From what I can remember, this all seems to have started after we had some scheduled maintanence at the end of July

- Reason being, when I choose to see my 90 day history in the log, it only goes back to 8/1/2020 (not 90 days) and it is full of these DHCP errors.

 

Additional:

- I had my line and wires replaced a few years ago and all splitters kept to a minimum (by Comcast)

- My internet has been perfect since upgrading to xFi at the beginning of this year until these errors

 

I have seen the same problems all across the internet with no real solution, outside of maybe a re-provision of the modem.

 

This is very problematic as I am working from home now most days and have been kicked out of important Teams calls. My children are also getting kicked out of their Zoom classes for school and I need to stop work to help them get back on.

 

Any help is very appreciated! Thank you for your time.

 

Here is the log from today. Internet went out exactly at 12:01pm, when the first (bottom) spot appears, and back up at 12:03pm.

 

DHCPv4[28652]: 72001001-DHCPv4 Provision - Completed2020/9/23 12:03:05Informational
ti_dhcp6c[28627]: 72001002-DHCPv6 Provision - Completed2020/9/23 12:03:02Informational
ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 822020/9/23 12:03:00Critical
ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 242020/9/23 12:03:00Critical
ti_dhcp6c[28627]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Sep 23 18:02:59 20202020/9/23 12:03:00Critical
ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 822020/9/23 12:02:59Critical
ti_dhcp6c[28627]: 72001011-DHCPv6 - Missing Required Option 242020/9/23 12:02:59Critical
ti_dhcp6c[28627]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Sep 23 18:02:58 20202020/9/23 12:02:59Critical
eRouterEvents[28545]: 72003004-eRouter enabled as Dual Stack2020/9/23 12:02:57Informational
eRouterEvents[19609]: 72003001-eRouter is administratively disabled2020/9/23 12:01:03Informational
eRouterEvents[19609]: 72003004-eRouter enabled as Dual Stack2020/9/23 12:01:02Informational
DHCPv4[11818]: 72001020-DHCPv4 - IP Address Released2020/9/23 12:01:02Informational

 

Modem information:

HW Version:13
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.15.573854
Core Version:daisy
Model:TG3482G
Product Type:XB6
Flash Part:12980 MB
Download Version:7.2.2.0.104
 
Downstream:
Index
9
6
7
8
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
 
Lock Status
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
Locked
Locked
Frequency
5.07E+08
4.83E+08
4.89E+08
4.95E+08
5.13E+08
5.19E+08
5.25E+08
5.31E+08
5.37E+08
5.43E+08
5.49E+08
555000000
5.61E+08
5.67E+08
5.73E+08
5.79E+08
5.85E+08
5.91E+08
5.97E+08
6.03E+08
6.09E+08
6.15E+08
6.21E+08
6.27E+08
6.33E+08
6.39E+08
6.45E+08
6.51E+08
6.57E+08
6.63E+08
6.69E+08
7.22E+08
6.12E+08
SNR
38.60538
38.98326
38.98326
38.98326
38.60538
38.98326
38.98326
38.98326
38.98326
38.98326
38.98326
38.983261
38.60538
38.60538
38.98326
38.98326
38.98326
38.98326
38.98326
38.60538
38.98326
38.60538
38.60538
38.60538
38.98326
38.98326
38.98326
38.98326
38.60538
38.98326
38.98326
4.24269
NA
Power Level
2.299999
2.200001
2.299999
2.400002
2.400002
2.299999
2.299999
2.400002
2.299999
2.5
2.400002
2.400002
2.299999
2.200001
2.099998
2
1.900002
1.700001
1.599998
1.200001
1.200001
0.900002
0.700001
0.599998
0.5
0.400002
0.299999
0.099998
0.299999
0.200001
0.400002
-60
NA
Modulation
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
QAM256
UNKNOWN
OFDM
 
Upstream:
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
29200000
39600000
16400000
22800000
35600000
Symbol Rate
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
50.770599
49.25
48.770599
50.020599
51.020599
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
Highlighted
Expert

Re: Internet going down a few times a day - DHCP errors in modem log

The upstream power is on the high side(it's already out of spec on channel 5)  and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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: Internet going down a few times a day - DHCP errors in modem log

EG - thank you for your response. I have already checked everything and it looks good. When I had everything replaced a few years ago, new splitters were also installed by Comcast (I had brought up what you mentioned about sub-par quality hardware with the tech.)

 

Curious about the out of range numbers. Thank you for pointing that out.

 

 

Highlighted
Expert

Re: Internet going down a few times a day - DHCP errors in modem log

Then as stated, you'll need a tech out to investigate / correct the problem.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



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: Internet going down a few times a day - DHCP errors in modem log

Thank you again for your response.

I had scheduled an appointment for tomorrow and a half hour later received a text from Comcast that: “We fixed the issue impacting Xfinity Internet in your area. If you're back online, you can reply X to cancel your appt.”

Not sure if they were able to catch something in my area after seeing the request for a visit. Contemplating calling off the visit for a few days in case it ended up fixing it.

Will keep this updated in case it helps anyone else in the future.