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Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

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Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

Moved units within the same apartment building 2 weeks ago. A technician had to come out to do a professional installation because my building has fiber so they had to install Xfinity equipment to connect the fiber to coaxial. Inside the data panel, there is a written note stating that one of the coaxial cables (total of 3) behind the drywall is cut and will need to be repaired - no documentation as to whether or not that has been done. The technician tested the coaxial connections in each room and did not detect a signal interruption so he stated he didn't think it would be an issue. He then proceeded to reactivate my equipment, and replaced my previous gateway (a tall rectangle with status lights on the front) with a new gateway (short and wide cube shaped box with one status light and 2 ethernet ports on the back). Installation and activation was relatively uneventful - at first the technician was told by support on the phone that he would have to replace all of my equipment with new equipment because my old equipment could not be transferred, but when he called and spoke with a different support person, they said they could just manually add my old equipment to my "new" transferred account. I don't know if this is significant but felt it worth mentioning. Ran a speed test, speed was good and experienced no issues until about 15 mins after the technician left. The connection drops from the modem every 45-60 mins without fail, predictably. I have reached out to support, but they've only instructed me to power cycle my gateway, which I have done repeatedly to no effect. Please see below for stats. Please help! downstreamdownstreamevent logevent logupstreamupstream

 

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Re: Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

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
25
26
27
28
29
30
31
32
 
 
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
 
 
489000000
495000000
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
37.636276
 
 
37.636276
37.636276
38.605377
37.636276
37.636276
38.605377
37.636276
38.605377
37.636276
37.355988
37.636276
37.636276
37.636276
37.636276
37.355988
37.355988
37.636276
37.355988
37.355988
37.355988
37.636276
37.636276
37.355988
37.636276
37.355988
37.355988
37.636276
37.636276
37.636276
37.636276
NA
Power Level
1.599998
 
 
1.599998
1.700001
2
1.900002
1.700001
2
1.700001
1.799999
1.799999
1.599998
1.799999
1.700001
2
2.099998
2.099998
2.099998
2
2.099998
2.299999
2.5
2.400002
2.599998
2.200001
2.200001
2.200001
2.200001
2.200001
2.200001
2.200001
2.200001
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
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Re: Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

Upstream
Channel Bonding Value
Index
1
2
3
 
Lock Status
Locked
Locked
Locked
 
Frequency
29400000
23000000
35800000
 
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
 
Power Level
43.020599
42.770599
43.770599
 
Modulation
64QAM
64QAM
64QAM
 
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
 

 

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Re: Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

Event Logs

All logs for Today    
ti_dhcp6c[22182]: 72001011-DHCPv6 - Missing Required Option 82 2020/1/16 12:15:57 Critical
ti_dhcp6c[22182]: 72001011-DHCPv6 - Missing Required Option 24 2020/1/16 12:15:57 Critical
ti_dhcp6c[22182]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Jan 16 18:15:56 2020 2020/1/16 12:15:57 Critical
ti_dhcp6c[22182]: 72001015-DHCPv6 Failed - No Prefix Available 2020/1/16 12:15:56 Critical
ti_dhcp6c[22182]: 72001014-DHCPv6 Failed - No Address Available 2020/1/16 12:15:56 Critical
ti_dhcp6c[22182]: 72001011-DHCPv6 - Missing Required Option 82 2020/1/16 12:15:56 Critical
ti_dhcp6c[22182]: 72001011-DHCPv6 - Missing Required Option 24 2020/1/16 12:15:56 Critical
DHCPv4[21806]: 72001001-DHCPv4 Provision - Completed 2020/1/16 12:15:55 Informational
DHCPv4[31412]: 72001020-DHCPv4 - IP Address Released 2020/1/16 12:14:59 Informational
ti_dhcp6c[912]: 72001011-DHCPv6 - Missing Required Option 82 2020/1/16 11:30:05 Critical
ti_dhcp6c[912]: 72001011-DHCPv6 - Missing Required Option 24 2020/1/16 11:30:05 Critical
ti_dhcp6c[912]: 72001015-DHCPv6 Failed - No Prefix Available 2020/1/16 11:30:04 Critical
ti_dhcp6c[912]: 72001014-DHCPv6 Failed - No Address Available 2020/1/16 11:30:04 Critical
ti_dhcp6c[912]: 72001011-DHCPv6 - Missing Required Option 82 2020/1/16 11:30:04 Critical
ti_dhcp6c[912]: 72001011-DHCPv6 - Missing Required Option 24 2020/1/16 11:30:04 Critical
ti_dhcp6c[912]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Jan 16 17:30:03 2020 2020/1/16 11:30:04 Critical
DHCPv4[31412]: 72001001-DHCPv4 Provision - Completed 2020/1/16 11:30:02 Informational
DHCPv4[5023]: 72001020-DHCPv4 - IP Address Released 2020/1/16 11:29:03 Informational
ti_dhcp6c[5337]: 72001011-DHCPv6 - Missing Required Option 82 2020/1/16 10:41:41 Critical
ti_dhcp6c[5337]: 72001011-DHCPv6 - Missing Required Option 24 2020/1/16 10:41:41 Critical
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Re: Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

Is there something additional I need to do in order to have this question addressed? 

Cable Modem

HW Version:15
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.17.573854
Core Version:daisy
Model:TG3482G
Product Type:XB6
Flash Part:4095 MB
Download Version:7.1.1.1.69
Serial Number:99X2H19JBF16241
 

System Hardware

Model:TG3482G
Vendor:ARRIS Group, Inc.
Hardware Revision:15
Serial Number:99X2H19JBF16241
Processor Speed:3999.86 MHz
DRAM Total Memory:667 MB
DRAM Used Memory:502 MB
DRAM Available Memory:165 MB
Flash Total Memory:4857 MB
Flash Used Memory:765 MB
Flash Available Memory:4092 MB
 
Can I please have some follow up?  @Comcast_Support 
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Re: Xfinity Internet Drops approximately 45 mins - multpile critical errors generated.

Intersting development. I bridged a Netgear Router to my Gateway, and the problem hasn't occured again since, however, my download speed had dropped from 358Mbps to 30-50Mbps. Any insights?