Community Forum

Re: Why do I keep losing connection

Highlighted
Regular Visitor

Re: Why do I keep losing connection

I am not the original poster, but I am having the same issues, so here are my values that were requested.

 

Downstream
Channel Bonding Value
Index
5
0
38
39
40
41
32
33
34
35
1
2
3
4
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
 
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
Locked
Frequency
507000000
 
423000000
429000000
435000000
441000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
495000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
611600000
SNR
37.355988
 
36.609653
37.355988
37.355988
37.355988
37.636276
37.355988
37.355988
37.636276
37.636276
37.355988
36.609653
36.609653
37.355988
37.355988
37.636276
36.609653
36.609653
36.386890
36.609653
37.355988
37.355988
37.355988
37.636276
36.609653
36.609653
36.609653
37.636276
37.355988
37.636276
36.609653
NA
Power Level
7.599998
 
7.800003
7.699997
7.699997
7.300003
7.400002
7.099998
7.699997
6.900002
7.300003
7.000000
7.400002
7.199997
6.699997
8.099998
6.900002
7.300003
7.099998
6.900002
7.199997
7.099998
7.800003
6.599998
7.500000
6.900002
6.199997
7.699997
6.599998
8.300003
7.099998
8.000000
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
OFDM

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35800000
16600000
23000000
29400000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
40.520599
41.020599
41.270599
41.270599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

Model:TG3482G
Vendor:ARRIS Group, Inc.
Hardware Revision:15
 
Thank you.
Highlighted
Expert

Re: Why do I keep losing connection

Your stats are all in spec.



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
Regular Visitor

Re: Why do I keep losing connection

Thank you for taking a look at the numbers.

 

From what I can see across this forum and Reddit, this issue isn't isolated to just me. I don't think getting new equipment from Xfinity is going to change anything.

Highlighted
Expert

Re: Why do I keep losing connection

Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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
Regular Visitor

Re: Why do I keep losing connection

Even devices plugged in via ethernet cable are having this issue.

 

This is a recent development. My home setup hasn't changed and we just started seeing this issue about six weeks ago.

 

I have seen it manifest in a few ways - the kids get kicked off of a video game mid-match, or I am working on an HVD so the Citrix Client tells me that it has lost connection or a video call drops.

 

I saw this when using my own router with the modem in Bridge mode and also while using the Xfininty Modem as my wireless router. Seems to be directly related to the inbound signal.

 

Appreciate your curiosity.

Highlighted
New Poster

Re: Why do I keep losing connection

Spoiler
Following as I have the same issue with new equipment (XB6) both via Ethernet and Wi-fi.

Highlighted
Expert

Re: Why do I keep losing connection

Are there any RF error / event log entries being shown in the modem's UI pages ? If so, please post the as well.



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
Regular Visitor

Re: Why do I keep losing connection

Event logs are not coming up for today, but here is a sample of what I see for yesterday.

 

ti_dhcp6c[8646]: 72001011-DHCPv6 - Missing Required Option 82 2020/4/21 10:55:54 Critical
ti_dhcp6c[8646]: 72001011-DHCPv6 - Missing Required Option 24 2020/4/21 10:55:54 Critical
ti_dhcp6c[8646]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Apr 21 16:55:53 2020 2020/4/21 10:55:54 Critical
ti_dhcp6c[8646]: 72001015-DHCPv6 Failed - No Prefix Available 2020/4/21 10:55:53 Critical
ti_dhcp6c[8646]: 72001014-DHCPv6 Failed - No Address Available 2020/4/21 10:55:53 Critical
ti_dhcp6c[8646]: 72001011-DHCPv6 - Missing Required Option 82 2020/4/21 10:55:53 Critical
ti_dhcp6c[8646]: 72001011-DHCPv6 - Missing Required Option 24 2020/4/21 10:55:53 Critical
DHCPv4[8069]: 72001001-DHCPv4 Provision - Completed 2020/4/21 10:55:47 Informational
DHCPv4[8807]: 72001020-DHCPv4 - IP Address Released 2020/4/21 10:52:42 Informational

 

Highlighted
Expert

Re: Why do I keep losing connection

Those are the router component's event logs not the modem component's RF error log, they are unhelpful. 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......



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!