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user_39m8ey
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Thursday, February 20th, 2025 7:31 PM

DHCPv6 Missing Required Option 82 and 24

I am experiencing loss of connectivity of all devices several times a day. They last anywhere from a few seconds to a few minutes. The ARRIS Surfboard 8300 modem event log looks like this:

ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available 02/20/2025 11:21:03 AM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82 02/20/2025 11:21:03 AM Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24 02/20/2025 11:21:03 AM Critical

My modem customer service team said this is a boot file error with my ISP. I have been in contact with several Xfinity representatives and they all tell me they have fixed the issue and it won't happen again, but it still persists. I have done everything on my end that customer service will make me do again including: power cycling the router, restarting the router, completely resetting the router etc. 

There are countless other posts in these forums with the same problem and a solution is never publicized. I work from home and this is unacceptable. Please help!

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Updated 

2 months ago

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XfinityAirelle

Official Employee

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2.5K Messages

2 months ago

 

user_39m8ey Hi there! Thanks for taking the time to explain your internet issues. I completely understand how frustrating this must be, especially since you're working from home and dealing with frequent connection drops despite multiple troubleshooting attempts. I appreciate you sharing your modem logs—those DHCPv6 errors (Missing Required Option 82 and 24) typically indicate a network provisioning issue, meaning your Arris Surfboard 8300 modem is requesting an IPv6 address, but the DHCPv6 server isn’t responding correctly due to a potential boot file issue or missing required options.

 

Since this has been an ongoing issue and previous fixes haven’t fully resolved it, it sounds like something isn’t applying correctly at the network level. To ensure we get this fully addressed, we’d like to take a closer look.

 

Can you send us a direct message with your full name and address so we can investigate further?

- To start a direct message, make sure you're signed in, then:
- Click the “Direct Messaging” icon in the top right (next to the bell).
- Send your message to "Xfinity Support" with your details.

 

We’ll dig into this right away and work to get it fully resolved for you—talk to you soon!

 

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EG

Expert

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109.9K Messages

2 months ago

@user_39m8ey @XfinityAirelle 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_39m8ey

2 Messages

An Xfinity tech came out to my house and replaced several wires outside. He said it appeared they hadn't been out to replace them in ~15 years and they had damage. Haven't had any issues since, so I am hoping this is a final resolution.

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2 months ago

XfinityMarcos

Official Employee

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2.3K Messages

 

user_39m8ey, That's a great update to hear, and I appreciate you circling back and updating our community. Did you have any other questions or service concerns that I could help with? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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EG

Expert

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109.9K Messages

2 months ago

Thanks for updating your topic. Hope that things hold up for you ! Good luck !

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