Community Forum

Recurring Internet Outage after Service Upgrade

Highlighted
Regular Visitor

Recurring Internet Outage after Service Upgrade

In searching the forum, I have found a number of customers with this issue, but have not found an ultimate answer.

 

After upgrading my service (and my modem) yesterday, my internet drops every 45 minutes or so and is down for 3-5 minutes.  Had the tech out (again) today and he discovered that I was having a bunch of "DHCPv6 - Missing Required Option 82" and "DHCPv6 - Missing Required Option 24" events.  this is the same problem I keep seeing all over these boards.  He swapped the modem, but the problem began again shortly after he left.

 

Is there a solution??  @CCKenF seemed to help at least one of the users.

 

Help!... thanks!

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Regular Visitor

Re: Recurring Internet Outage after Service Upgrade

Highlighted
Expert

Re: Recurring Internet Outage after Service Upgrade

So have you checked your signal stat figures as in those threads that you referenced ?



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Highlighted
Regular Visitor

Re: Recurring Internet Outage after Service Upgrade

Is this what you're talking about?

 

Downstream
Channel Bonding Value
Index
2
0
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
33
 
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
489000000
 
495000000
501000000
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
657000000
663000000
669000000
611600000
SNR
38.983261
 
38.605377
38.983261
38.983261
38.983261
38.605377
38.605377
38.983261
38.605377
38.605377
38.605377
38.983261
38.983261
38.605377
38.983261
38.605377
38.605377
38.605377
38.605377
38.605377
38.605377
38.983261
38.983261
38.605377
38.605377
38.605377
38.605377
38.605377
38.605377
38.605377
38.983261
NA
Power Level
4.400002
 
4.400002
4.400002
4.599998
4.599998
4.400002
4.500000
4.599998
4.500000
4.400002
4.300003
4.400002
4.800003
4.699997
4.500000
4.300003
4.199997
4.400002
4.400002
4.500000
4.500000
4.199997
4.199997
4.500000
4.400002
4.699997
4.500000
4.099998
4.199997
4.000000
4.300003
NA
Modulation
QAM256
UNKNOWN
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
16600000
23000000
29400000
35800000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
41.520599
41.270599
42.020599
42.270599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
CM Error Codewords
Unerrored Codewords
8321
559030611
8321
8322
8321
8324
8325
8325
8324
8325
8324
8324
8325
8324
8324
8324
8324
8324
8324
8323
8324
8324
8323
8324
8324
8323
8341
8340
8340
8341
8341
8341
Correctable Codewords
0
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
3735936685
0
0
0
Highlighted
Expert

Re: Recurring Internet Outage after Service Upgrade

Yes. And they are all good ! Would you please also post the RF error / event log entries from the modem.

 

Would you please also post the RF error / event log entries from the modem.

 

What is the exact make and model number of the modem ?

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!