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TG3482G modem resetting multiple times per day

chitownbear
Regular Visitor

TG3482G modem resetting multiple times per day

Please help, phone support has been useless.  My Xfi modem restarts several times per day taking my home network down for 7 minutes per downage.  Can someone let me know what values I should have for DNR and powerlevels?

 

I run my TG3482G modem in bridge mode.

 

HW Version:15
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.17.573854
Core Version:morty
Model:TG3482G
Product Type:XB6
Flash Part:4857 MB
Download Version:7.2.3.0.62.ER2_RC4
 
Downstream
IndexFrequencySNRPower Level
554900000038.6053770.799999
4244700000038.983261-0.200001
4345300000038.6053770.200001
4445900000038.6053770.099998
4546500000038.6053770.299999
3847100000038.6053770.400002
3947700000038.6053770.599998
4048300000038.6053770.799999
4148900000038.6053770.700001
3349500000038.6053773.5
3450700000038.6053770.599998
3551300000038.6053770.799999
3651900000037.6362760.900002
152500000037.3559880.900002
253100000037.6362760.900002
353700000038.9832610.799999
454300000038.9832610.700001
655500000038.6053771
756100000038.9832611.200001
856700000038.6053771.299999
957300000038.9832611.400002
1057900000038.9832611.400002
1158500000038.6053771.200001
1259100000038.6053771.200001
1359700000037.3559881.700001
1460300000038.6053772.200001
1560900000038.9832612.400002
1661500000038.9832612.299999
1762100000038.9832611.900002
1862700000038.6053771.900002
1963300000038.6053772.099998
37764800000NANA

 

Upstream

Index12345
Frequency1640000040400000228000002920000035600000
Symbol Rate5120 KSym/sec2560 KSym/sec5120 KSym/sec5120 KSym/sec5120 KSym/sec
Power Level41.77059941.010342.02059943.02059942.770599
Modulation32QAM64QAM64QAM64QAM64QAM
    
     
     
     
     
ComcastMarcos
Official Employee

Re: TG3482G modem resetting multiple times per day

Hello, thank you for taking the time to reach out on this platform and giving me a chance to help you. I can only imagine your frustrations with that many resets, so let's roll up our sleeves and get to work together. I understand you're using your own router along with your modem, have you attempted to remove your router and just use the Xfinity modem? Our equipment is top-notch and has a built-in router, so you're always good to go with just your Xfinity modem. Plus we test our equipment thoroughly to make sure you're getting a device that is up to our standards.


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chitownbear
Regular Visitor

Re: TG3482G modem resetting multiple times per day

@ComcastMarcos 

 

I have only used the xfi modem in bridge mode as i did with my (non-comcast customer owned) modem prior to being required to use the XFI modem to receive unlimited data.  I did not have issues using my own equipment prior to the XFi modem.  


Couple of questions:

1) Do these values look ok for this equipment?

2) How do I get someone out to replace my Coax from the pole to my house.  There are many coax wires haning off the junction where my old wire hits the main pole Comcast line.  My wire between the pole and my house also looks to be weathered and possibly frayed.

chitownbear
Regular Visitor

Re: TG3482G modem resetting multiple times per day

Here are the event logs from the last week.

 

DHCPv4[32179]: 72001001-DHCPv4 Provision - Completed
2021/2/09 21:45:20 Informational

ti_dhcp6c[32372]: 72001002-DHCPv6 Provision - Completed
2021/2/09 21:45:16 Informational

ti_dhcp6c[32372]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/09 21:45:14 Critical

ti_dhcp6c[32372]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/09 21:45:14 Critical

ti_dhcp6c[32372]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Feb 10 03:45:13 2021
2021/2/09 21:45:14 Critical

ti_dhcp6c[32372]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/09 21:45:13 Critical

ti_dhcp6c[32372]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/09 21:45:13 Critical

ti_dhcp6c[32372]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Wed Feb 10 03:45:12 2021
2021/2/09 21:45:13 Critical

eRouterEvents[31448]: 72003004-eRouter enabled as Dual Stack
2021/2/09 21:45:11 Informational

eRouterEvents[16841]: 72003001-eRouter is administratively disabled
2021/2/09 21:44:09 Informational

eRouterEvents[16841]: 72003004-eRouter enabled as Dual Stack
2021/2/09 21:44:08 Informational

DHCPv4[25676]: 72001020-DHCPv4 - IP Address Released
2021/2/09 21:44:08 Informational

DHCPv4[25676]: 72001001-DHCPv4 Provision - Completed
2021/2/09 08:29:57 Informational

ti_dhcp6c[25737]: 72001002-DHCPv6 Provision - Completed
2021/2/09 08:29:55 Informational

ti_dhcp6c[25737]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/09 08:29:53 Critical

ti_dhcp6c[25737]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/09 08:29:53 Critical

ti_dhcp6c[25737]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Feb 9 14:29:52 2021
2021/2/09 08:29:53 Critical

ti_dhcp6c[25737]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/09 08:29:52 Critical

ti_dhcp6c[25737]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/09 08:29:52 Critical

ti_dhcp6c[25737]: 72001004-DHCPv6 Provision - 2 Retries Attempted with Last attempt at Tue Feb 9 14:29:50 2021
2021/2/09 08:29:52 Critical

ti_dhcp6c[25737]: 72001004-DHCPv6 Provision - 1 Retries Attempted with Last attempt at Tue Feb 9 14:29:49 2021
2021/2/09 08:29:50 Critical

eRouterEvents[25609]: 72003004-eRouter enabled as Dual Stack
2021/2/09 08:29:48 Informational

eRouterEvents[23092]: 72003001-eRouter is administratively disabled
2021/2/09 08:28:39 Informational

eRouterEvents[23092]: 72003004-eRouter enabled as Dual Stack
2021/2/09 08:28:38 Informational

DHCPv4[8708]: 72001020-DHCPv4 - IP Address Released
2021/2/09 08:28:38 Informational

DHCPv4[8708]: 72001001-DHCPv4 Provision - Completed
2021/2/09 01:06:54 Informational

ti_dhcp6c[8767]: 72001002-DHCPv6 Provision - Completed
2021/2/09 01:06:50 Informational

ti_dhcp6c[8767]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/09 01:06:47 Critical

ti_dhcp6c[8767]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/09 01:06:47 Critical

ti_dhcp6c[8767]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Feb 9 07:06:46 2021
2021/2/09 01:06:47 Critical

ti_dhcp6c[8767]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/09 01:06:46 Critical

ti_dhcp6c[8767]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/09 01:06:46 Critical

eRouterEvents[8618]: 72003004-eRouter enabled as Dual Stack
2021/2/09 01:06:45 Informational

eRouterEvents[5917]: 72003001-eRouter is administratively disabled
2021/2/09 01:05:31 Informational

eRouterEvents[5917]: 72003004-eRouter enabled as Dual Stack
2021/2/09 01:05:30 Informational

DHCPv4[23940]: 72001020-DHCPv4 - IP Address Released
2021/2/09 01:05:30 Informational

ti_dhcp6c[24005]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/07 18:55:56 Critical

ti_dhcp6c[24005]: 72001011-DHCPv6 - Missing Required Option 82
2021/2/07 18:55:56 Critical

ti_dhcp6c[24005]: 72001011-DHCPv6 - Missing Required Option 24
2021/2/07 18:55:56 Critical

ti_dhcp6c[24005]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times
2021/2/07 18:55:56 Critical

 

ComcastMacey
Official Employee

Re: TG3482G modem resetting multiple times per day

Those are great questions! Before I get to those, I wanted to let you know that you can use your own modem and still get Unlimited data. What changes is the availability of xFI's built-in advanced security, access to the Xfinity app, and the price point for Unlimited data. 

 

In response to your questions, it does look like some of your signals are reporting with errors and level issues. We'd be happy to troubleshoot further to see if we can get to the bottom of this today! 

 

For this and to address your drop line, please send me a private message and include your first and last name and service address. To send me a Private Message, please click my name "ComcastMacey" and click "Send Message".


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EG
Expert

Re: TG3482G modem resetting multiple times per day


@chitownbear wrote:

Couple of questions:

1) Do these values look ok for this equipment?


FWIW, the power levels and the SNR's are all well within specs.

 

The error log entries are unhelpful as they are router component errors / events, not cable modem RF error log entries.



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!
chitownbear
Regular Visitor

Re: TG3482G modem resetting multiple times per day

Follow up/resolution: Tech support came out and replaced the drop line.  It was old, weathered and "terrible" acording to the comcast crew.  

The two techs that came out were fantastic.  The drop line was the problem.  New one is in and not a single error in the modem logs since (3 days) vs thousands before.  Amazing.


Thank you for your help.

EG
Expert

Re: TG3482G modem resetting multiple times per day

Glad you got it squared away ! Now closing your topic.



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!