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Xfi Modem Keeps Disconnecting

Frequent Visitor

Xfi Modem Keeps Disconnecting

My new Xfi modem keeps disconnecting from network.  I tried a new modem I got from Xfinity and a tech was out today and every thing was fine.  He removed my old modem from the system and refreshed things.  That helped boost the speed but my modem is still disconnecting every 40mins or so.  It seemed to start doing this when I changed the LAN address in the modem.  That shouldn't be causing this correct?  What is going on?

Expert

Re: Xfi Modem Keeps Disconnecting

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 ?



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Frequent Visitor

Re: Xfi Modem Keeps Disconnecting

Its hardwired connection.  The modem/router just seems to reset on its own.  Happens every 40mins or so.  You can see the lights switch when it happens and you have to wait for it to come back up.  Something is causing it to reset.  This is the second modem I have tried.  Only change I made was assigning my own LAN IP address.  That shouldn't cause this issue.  Tech tested the line inside and out and it was fine.  He did resolve the speed issue with removing the old modem from the system.  But now I have this continuous resetting going on.  Thanks.

Expert

Re: Xfi Modem Keeps Disconnecting

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

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

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




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Frequent Visitor

Re: Xfi Modem Keeps Disconnecting

ARRIS TG3482G

 

 

Frequent Visitor

Re: Xfi Modem Keeps Disconnecting

See below

Frequent Visitor

Re: Xfi Modem Keeps Disconnecting

Cable Modem

HW Version: 13
Vendor: ARRIS Group, Inc.
BOOT Version: 0.2.15.573854
Core Version: 3.6.0.15
Model: TG3482G
Product Type: XB6
Flash Part: 4095 MB
Download Version: 7.1.1.1.69
Serial Number: 95U2H17B9D63169
Downstream
Channel Bonding Value
Index
2
0
33
34
35
36
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
 
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
477000000
 
447000000
453000000
459000000
465000000
471000000
483000000
489000000
495000000
501000000
507000000
513000000
519000000
525000000
531000000
543000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
611600000
SNR
36.844463
 
36.609653
36.609653
36.609653
36.609653
37.355988
37.355988
37.355988
36.609653
36.609653
36.609653
36.609653
37.355988
37.636276
37.355988
37.636276
37.355988
37.355988
37.355988
37.355988
37.636276
37.355988
37.355988
37.636276
37.355988
37.355988
37.636276
37.636276
36.609653
37.636276
37.355988
NA
Power Level
0.799999
 
1.400002
1.099998
0.900002
0.700001
0.900002
0.799999
0.799999
0.799999
0.500000
0.500000
0.599998
0.900002
0.900002
0.799999
0.799999
0.799999
0.599998
0.700001
0.700001
0.500000
0.500000
-0.099998
0.299999
0.400002
0.700001
0.500000
0.299999
0.000000
-0.299999
-0.400002
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
ACTIVE
ACTIVE
ACTIVE
ACTIVE
Frequency
16600000
23000000
29400000
35800000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
42.020599
42.520599
43.270599
43.270599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
CM Error Codewords
Unerrored Codewords
7688
559030611
7715
7715
7715
7715
7715
7715
7715
7715
7715
7715
7715
7715
7715
7715
7716
7715
7715
7715
7715
7715
7716
7715
7715
7715
7715
7716
7715
7715
7715
7715
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
Expert

Re: Xfi Modem Keeps Disconnecting

The stats are in spec. Please also post the modem's RF error / event log entries.



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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.
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Frequent Visitor

Re: Xfi Modem Keeps Disconnecting

Here is a partial list:

 

Event Logs

All logs for Today    
ti_dhcp6c[4871]: 72001011-DHCPv6 - Missing Required Option 82 2019/10/10 17:42:50 Critical
ti_dhcp6c[4871]: 72001011-DHCPv6 - Missing Required Option 24 2019/10/10 17:42:50 Critical
ti_dhcp6c[4871]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Oct 10 22:42:49 2019 2019/10/10 17:42:50 Critical
ti_dhcp6c[4871]: 72001015-DHCPv6 Failed - No Prefix Available 2019/10/10 17:42:49 Critical
ti_dhcp6c[4871]: 72001014-DHCPv6 Failed - No Address Available 2019/10/10 17:42:49 Critical
ti_dhcp6c[4871]: 72001011-DHCPv6 - Missing Required Option 82 2019/10/10 17:42:49 Critical
ti_dhcp6c[4871]: 72001011-DHCPv6 - Missing Required Option 24 2019/10/10 17:42:49 Critical
DHCPv4[4545]: 72001001-DHCPv4 Provision - Completed 2019/10/10 17:42:48 Informational
DHCPv4[22996]: 72001020-DHCPv4 - IP Address Released 2019/10/10 17:41:47 Informational
ti_dhcp6c[23259]: 72001011-DHCPv6 - Missing Required Option 82 2019/10/10 16:51:47 Critical
ti_dhcp6c[23259]: 72001011-DHCPv6 - Missing Required Option 24 2019/10/10 16:51:47 Critical
ti_dhcp6c[23259]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Oct 10 21:51:46 2019 2019/10/10 16:51:47 Critical
ti_dhcp6c[23259]: 72001015-DHCPv6 Failed - No Prefix Available 2019/10/10 16:51:46 Critical
ti_dhcp6c[23259]: 72001014-DHCPv6 Failed - No Address Available 2019/10/10 16:51:46 Critical
ti_dhcp6c[23259]: 72001011-DHCPv6 - Missing Required Option 82 2019/10/10 16:51:46 Critical
ti_dhcp6c[23259]: 72001011-DHCPv6 - Missing Required Option 24 2019/10/10 16:51:46 Critical
DHCPv4[22996]: 72001001-DHCPv4 Provision - Completed 2019/10/10 16:51:45 Informational
DHCPv4[3486]: 72001020-DHCPv4 - IP Address Released 2019/10/10 16:50:30 Informational
ti_dhcp6c[3783]: 72001011-DHCPv6 - Missing Required Option 82 2019/10/10 15:53:34 Critical
ti_dhcp6c[3783]: 72001011-DHCPv6 - Missing Required Option 24 2019/10/10 15:53:34 Critical