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XB6 Gateway keeps dropping connection throughout day

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Frequent Visitor

XB6 Gateway keeps dropping connection throughout day

Hi,

Got new XB6 gateway a few weeks ago.  Worked fine for a few days then started dropping connection frequently on/off every day.  Did restart and even changed our Wifi channels on gateway.  Called XFinity, transferred to Advanced Repair, they said it was provisioned incorrectly and *promised* it was fixed.  Worked great for 5 days and then poof, yesterday starting dropping intermittantly.  When it drops, the gateway flashes green.  The Event Log shows:

 

ti_dhcp6c[12125]: 72001011-DHCPv6 - Missing Required Option 82 2020/4/02 08:00:58 Critical
ti_dhcp6c[12125]: 72001011-DHCPv6 - Missing Required Option 24 2020/4/02 08:00:58 Critical
ti_dhcp6c[12125]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Apr 2 13:00:57 2020 2020/4/02 08:00:58 Critical
ti_dhcp6c[12125]: 72001015-DHCPv6 Failed - No Prefix Available 2020/4/02 08:00:57 Critical
ti_dhcp6c[12125]: 72001014-DHCPv6 Failed - No Address Available 2020/4/02 08:00:57 Critical
ti_dhcp6c[12125]: 72001011-DHCPv6 - Missing Required Option 82 2020/4/02 08:00:57 Critical
ti_dhcp6c[12125]: 72001011-DHCPv6 - Missing Required Option 24 2020/4/02 08:00:57 Critical
DHCPv4[11828]: 72001001-DHCPv4 Provision - Completed 2020/4/02 08:00:55 Informational
DHCPv4[11922]: 72001020-DHCPv4 - IP Address Released 2020/4/02 07:59:53 Informational
ti_dhcp6c[12229]: 72001011-DHCPv6 - Missing Required Option 82 2020/4/02 07:55:18 Critical
ti_dhcp6c[12229]: 72001011-DHCPv6 - Missing Required Option 24 2020/4/02 07:55:18 Critical
ti_dhcp6c[12229]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Apr 2 12:55:17 2020 2020/4/02 07:55:18 Critical
Highlighted
Expert

Re: XB6 Gateway keeps dropping connection throughout day

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.



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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
Frequent Visitor

Re: XB6 Gateway keeps dropping connection throughout day

Here you go.  Thanks for checking.  Let me know if you need more.

 

 

Downstream
Channel Bonding Value
Index
2
0
1
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
34
35
36
37
 
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
483000000
 
477000000
489000000
495000000
501000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
453000000
459000000
465000000
471000000
611600000
SNR
36.609653
 
37.636276
36.386890
38.605377
37.636276
37.355988
38.605377
38.605377
38.605377
38.983261
38.605377
38.605377
38.605377
37.636276
38.605377
38.605377
38.605377
38.605377
38.983261
38.983261
38.605377
38.605377
38.605377
38.983261
37.636276
38.605377
37.636276
38.605377
38.605377
38.605377
38.605377
NA
Power Level
-0.400002
 
0.900002
0.500000
2.799999
2.599998
2.700001
3.599998
2.500000
3.900002
2.400002
4.300003
3.099998
3.799999
4.000000
4.699997
4.000000
4.699997
3.599998
4.800003
3.599998
5.300003
4.500000
5.500000
4.800003
4.800003
4.900002
4.300003
5.000000
5.300003
3.500000
4.099998
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
38.770599
39.270599
39.520599
40.520599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
CM Error Codewords
Unerrored Codewords
11354
559030611
11354
11354
11354
11354
11353
11354
11354
11353
11354
11354
11353
11354
11354
11353
11354
11354
11353
11354
11354
11354
11353
11354
11354
11353
11353
11354
11354
11353
11354
11354
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: XB6 Gateway keeps dropping connection throughout day

Well FWIW, the numbers were well within spec at that snapshot in time.



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: XB6 Gateway keeps dropping connection throughout day

Any ideas what these errors mean?

 

ti_dhcp6c[12125]: 72001011-DHCPv6 - Missing Required Option 82 2020/4/02 08:00:58 Critical
ti_dhcp6c[12125]: 72001011-DHCPv6 - Missing Required Option 24 2020/4/02 08:00:58 Critical
ti_dhcp6c[12125]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Apr 2 13:00:57 2020 2020/4/02 08:00:58 Critical
ti_dhcp6c[12125]: 72001015-DHCPv6 Failed - No Prefix Available 2020/4/02 08:00:57 Critical
ti_dhcp6c[12125]: 72001014-DHCPv6 Failed - No Address Available 2020/4/02 08:00:57 Critical
Highlighted
Frequent Visitor

Re: XB6 Gateway keeps dropping connection throughout day

You're not alone, I'm getting these errors too accompanied by no voice or internet for sometimes over 12 hours at a time. Technicians have been out three times and they're dumbfounded.
Highlighted
Frequent Visitor

Re: XB6 Gateway keeps dropping connection throughout day

Still having issues and chatted with Xfinity support.  I tried to get them to send out a tech to check the lines into the house, but they insist upon going through their Troubleshooting steps first.  Both my husband and son are on Zoom calls this morning and we can't stop work to go through the steps, when I know it is most likely an intermittant signal issue.  Does anyone have any suggestions for getting this resolved and preventing it from coming back?

 

Highlighted
Frequent Visitor

Re: XB6 Gateway keeps dropping connection throughout day

This issue is still happening.  Same errors (see snippet below).  Does anyone have any suggestions?

 

72001011-DHCPv6 - Missing Required Option 82 2020/4/19 10:59:52 Critical
ti_dhcp6c[13535]: 72001011-DHCPv6 - Missing Required Option 24
Highlighted
Frequent Visitor

Re: XB6 Gateway keeps dropping connection throughout day

Did you ever get a response?  Same issue and same error messages here.

New Poster

Re: XB6 Gateway keeps dropping connection throughout day

Has anyone gotten a response from Xfinity?  I am having the same issue that my modem can't get an Xfinity side IP address.

 

IMHO the XB6 modem is a piece of garbage.   I have had some strange behavior with it since I've gotten it.  The only reason I chose this modem was because I wanted to use the new 4K set top boxes that work on IP and there were only 1 or 2 modems that supported those boxes.

 

Brian