jmtut's profile

New Poster

 • 

6 Messages

Thu, Jun 30, 2022 6:58 PM

Internet goes down 6 to 8 times a day

I am having intermittent issues with losing connectivity to the internet using a Comcast X1 Gateway, this has been happening for several weeks and happens 6 to 8 times per day.
Model: TG4482A
Vendor: ARRIS Group, Inc.
Power cycling the xFi doesn't help.

Replacing the gateway didn't help

Errors I receive on the xFi logs Firewall Logs:
FW.IPv6 FORWARD drop , 801857 Attempts, 2022/6/30 11:38:17 Firewall Blocked
FW.IPv6 INPUT drop , 166211 Attempts, 2022/6/30 11:38:17 Firewall Blocked

Event Logs: DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 11:09:09 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 11:09:09 Critical

Accepted Solution

EG

Expert

 • 

95K Messages

1 分钟前

Both the upstream power and the downstream power levels are out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

New Poster

 • 

6 Messages

@EG​ I appreciate your help, I have a tech coming today which I already had scheduled.  My wife is still working from home and I'm in charge of the 'technology' so I was hedging my bet on getting this resolved ASAP

New Poster

 • 

6 Messages

@EG​ The tech changed out many older splitters, and disconnected unused ports, we will see what the outcome is, again, thanks for your help

EG

Expert

 • 

95K Messages

1 分钟前

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 copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Also. Please post the rest of those modem event log entries (not the firewall entries) in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

(edited)

New Poster

 • 

6 Messages

1 分钟前

Downstream

Index
20
4
12
28
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
193
Lock Status
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
Locked
Locked
Frequency
621000000
519000000
573000000
669000000
501000000
507000000
513000000
525000000
531000000
537000000
543000000
555000000
561000000
567000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
675000000
681000000
687000000
693000000
807800000
SNR
36.609653
37.355988
37.355988
36.386890
36.609653
37.355988
37.355988
37.355988
37.355988
37.355988
37.636276
37.355988
37.355988
37.636276
37.355988
37.636276
37.355988
37.355988
37.355988
36.609653
37.355988
36.386890
37.355988
36.386890
36.609653
36.609653
36.609653
36.609653
36.609653
36.609653
36.386890
36.386890
37.23 dB
Power Level
-10.400002
-10.200001
-10.200001
-10.700001
-10.099998
-10.000000
-9.799999
-10.299999
-10.299999
-10.200001
-10.400002
-10.799999
-10.400002
-10.400002
-10.099998
-10.000000
-9.799999
-9.799999
-9.900002
-10.099998
-10.200001
-10.599998
-10.400002
-10.500000
-10.700001
-11.099998
-11.400002
-11.000000
-10.500000
-10.599998
-11.099998
-11.500000
-11.000000 dBmV
Modulation
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
QAM256
QAM256
OFDM

Upstream

Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
10400000
16400000
22800000
29200000
35600000
Symbol Rate
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
55.510300
56.520599
57.020599
57.020599
55.770599
Modulation
8QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

CM Error Codewords
Unerrored Codewords
20175
20039
19903
19780
19665
19517
19379
19246
19118
18947
18823
18692
18559
18415
18301
18171
17861
17598
17474
17344
17195
17072
16959
16830
16675
16527
16398
16214
16099
15969
15776
15661
46
Correctable Codewords
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
0
0
0
Uncorrectable Codewords
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
0
0
0

System Logs

All logs for Today
GUI[14850]: User:admin login 2022/6/30 14:46:56 Notice
GUI[7295]: User:admin logout 2022/6/30 14:41:56 Notice
GUI[1404]: User:admin login 2022/6/30 14:17:31 Notice
GUI[16674]: User:admin logout 2022/6/30 13:03:40 Notice
GUI[10294]: User:admin login 2022/6/30 11:14:24 Notice
GUI[4754]: User:admin logout 2022/6/30 10:37:11 Notice
GUI[25312]: User:admin login 2022/6/30 09:26:52 Notice
GUI[15665]: User:admin logout 2022/6/30 09:19:57 Notice
GUI[25209]: User:admin login 2022/6/30 09:04:48 Notice
GUI[12386]: User:admin logout 2022/6/30 08:56:11 Notice
GUI[1831]: User:admin login 2022/6/30 07:46:19 Notice

Event Logs

All logs for Today
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 14:11:53 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 14:04:03 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 14:04:03 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 13:11:52 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 12:57:05 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 12:57:05 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 12:01:33 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 11:50:26 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 11:50:26 Critical
DHCPv4[24181]: 72001001-DHCPv4 Provision - Completed 2022/6/30 11:09:13 Informational
DHCPv6[24260]: 72001002-DHCPv6 Provision - Completed 2022/6/30 11:09:11 Informational
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 11:09:09 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 11:09:09 Critical
DHCPv6[24260]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Thu Jun 30 18:09:07 2022 2022/6/30 11:09:09 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 11:09:08 Critical
DHCPv6[24260]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 11:09:08 Critical
eRouterEvents[24162]: 72003004-eRouter enabled as Dual Stack 2022/6/30 11:09:06 Informational
eRouterEvents[19409]: 72003001-eRouter is administratively disabled 2022/6/30 11:07:59 Informational
DHCPv4[13620]: 72001020-DHCPv4 - IP Address Released 2022/6/30 11:07:58 Informational
eRouterEvents[19409]: 72003004-eRouter enabled as Dual Stack 2022/6/30 11:07:57 Informational

Event Logs

All logs for Today
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 10:53:33 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 10:42:47 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 10:42:47 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 09:44:49 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 09:37:19 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 09:37:19 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 08:38:20 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 08:26:52 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 08:26:52 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 07:26:32 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 07:17:25 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 07:17:25 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 06:15:45 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 06:06:33 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 06:06:33 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 05:11:23 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 05:06:32 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 05:06:32 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 04:01:40 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 03:55:31 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 03:55:31 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 02:55:31 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 02:55:31 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 02:55:05 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 01:48:16 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 01:48:16 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 01:45:59 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 00:43:42 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/30 00:43:42 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/30 00:40:08 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/29 23:35:24 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 82 2022/6/29 23:35:24 Critical
DHCPv6[16910]: 72001011-DHCPv6 - Missing Required Option 24 2022/6/29 23:35:24 Critical
DHCPv6[16910]: 72001009-DHCPv6 - No Advertise or Reply Received 1 times 2022/6/29 23:35:24 Critical
EG

Expert

 • 

95K Messages

1 分钟前

Quite welcome ! For curiosity's sake. What do the signal stat numbers look like now ?

New Poster

 • 

6 Messages

@EG​ 

Downstream
Channel Bonding Value
Index
20
4
12
28
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
193
Lock Status
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
Locked
Locked
Frequency
621000000
519000000
573000000
669000000
501000000
507000000
513000000
525000000
531000000
537000000
543000000
555000000
561000000
567000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
675000000
681000000
687000000
693000000
807800000
SNR
38.605377
38.605377
38.605377
37.636276
37.636276
38.983261
38.605377
38.605377
38.605377
38.605377
38.605377
37.636276
38.605377
38.605377
38.605377
38.605377
38.605377
38.605377
38.983261
38.605377
38.605377
38.983261
38.605377
37.636276
38.605377
37.636276
38.605377
38.605377
38.605377
38.605377
38.605377
37.355988
39.54 dB
Power Level
0.400002
-1.500000
-0.099998
0.400002
-1.299999
-1.200001
-1.200001
-1.599998
-1.500000
-1.299999
-1.200001
-0.900002
-0.500000
-0.400002
0.299999
0.299999
0.599998
0.700001
0.700001
0.700001
0.500000
0.400002
0.500000
0.500000
0.299999
0.000000
-0.200001
0.000000
0.700001
0.700001
0.099998
-0.400002
0.299999 dBmV
Modulation
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
QAM256
QAM256
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
35600000
10400000
40400000
16400000
22800000
29200000
Symbol Rate
5120 KSym/sec
2560 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
46.770599
47.760300
49.260300
47.520599
48.020599
48.020599
Modulation
64QAM
8QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
EG

Expert

 • 

95K Messages

1 分钟前

Much better ! The upstream power is still a bit on the high side, especially on channel #3, but it will be o/k if things remain stable. Hope things hold up for you. Good luck !

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