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DHCPv6 - Missing Required Option on XB7

phucnb1
I've been here awhile

Hi all,

Recently in the past few weeks, my internet keep dropping randomly  multiple time in a days, each time around 1 minutes then internet comeback.

 

When I check the event logs, there are some critical issues in the log at the time internet dropped:

Event Logs

All logs for Today    

DHCPv6[27235]: 72001002-DHCPv6 Provision - Completed 2023/1/23 12:46:15 Informational
DHCPv6[27235]: 72001011-DHCPv6 - Missing Required Option 82 2023/1/23 12:46:13 Critical
DHCPv6[27235]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:46:13 Critical
DHCPv6[27235]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Jan 23 17:46:12 2023 2023/1/23 12:46:13 Critical
DHCPv6[27235]: 72001011-DHCPv6 - Missing Required Option 82 2023/1/23 12:46:12 Critical
DHCPv6[27235]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:46:12 Critical
DHCPv6[24393]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:46:10 Critical
DHCPv6[24393]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:46:10 Critical
DHCPv6[24393]: 72001002-DHCPv6 Provision - Completed 2023/1/23 12:40:52 Informational
DHCPv6[24393]: 72001011-DHCPv6 - Missing Required Option 82 2023/1/23 12:40:49 Critical
DHCPv6[24393]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:40:49 Critical
DHCPv6[24393]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Jan 23 17:40:48 2023 2023/1/23 12:40:49 Critical
DHCPv6[24393]: 72001011-DHCPv6 - Missing Required Option 82 2023/1/23 12:40:48 Critical
DHCPv6[24393]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:40:48 Critical
DHCPv6[21945]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:40:45 Critical
DHCPv6[21945]: 72001011-DHCPv6 - Missing Required Option 24 2023/1/23 12:40:45 Critical

 

 

This is the Up/Down Stream

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
12
7
8
9
2
3
4
5
6
10
11
1
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
0
33
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
621000000
591000000
597000000
603000000
849000000
855000000
861000000
579000000
585000000
609000000
615000000
279000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
352800000
40.366287
40.366287
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.366287
40.366287
40.366287
40.366287
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.946209
40.366287
40.946209
36.386890
40.946209
40.366287
40.946209
40.946209
 
42.40 dB
5.000000
4.900002
4.900002
4.900002
4.699997
3.900002
3.599998
5.400002
5.300003
4.900002
4.900002
5.000000
4.900002
5.500000
5.400002
5.300003
5.300003
5.300003
5.300003
5.199997
5.500000
5.599998
5.900002
5.599998
5.400002
5.099998
5.400002
5.099998
5.900002
6.000000
5.900002
5.300003
 
4.699997 dBmV
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

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Not Locked
Locked
Not Locked
38700000
21100000
32300000
25900000
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
50.270599
48.010300
52.270599
51.020599
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

 

What I tried:

1. Change to bridge mode and use my own access point but still same problem, still see the same critical issues in logs.

2. Rogers Technician came to change the modem 2 days ago, but still same problem.

 

 

***Added Labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: DHCPv6 - Missing Required Option on XB7

@phucnb1 your signal levels are noticeably better with that temporary repair.  When the tech arrives, ask him or her to install new connectors on that repaired section and a new F-81 connector.  I'm assuming that is the location where the incoming cable connects to the internal cable that runs up to the wallplate, which in turn connects to the modem.  

 

If I'm correct, the ideal situation would be to replace that repaired inbound cable with a new section of RG-6 cable. 

 

Typically the cable path inbound to a house is as follows:

 

1.  Inbound cable from the local tap, either on a utility pole, or located in a green pedestal near your home runs into an external grey coloured enclosure.  That enclosure is called a Network Interface Device, for some reason.  

 

2.  Within that NID, there is typically a cable ground block.  The inbound cable from the local tap connects to the ground block as does the next cable which runs from the other side of the ground block to the basement location where that inbound cable connects to the cable run that heads upstairs to the modem.  There is a ground point on that ground block to which the techs connect a copper ground cable.  The other side of that ground cable usually connects to a clamp, which is clamped to the external house electrical box.  Usually the electrical box that contains the electrical meter and the NID are co-located. 

 

3.  In the basement, that inbound cable from the ground block connects to an F-81 connector which then connects to the cable run that heads upstairs towards the modem. 

 

4.  At the wallplate upstairs, there is usually a single cable that connects to the wallplate and the modem.  If you need a longer cable to replace the existing two cable configuration, ask the tech to cut an RG-6 cable for you and install connectors on it.  At the same time, replace the F-81 connector in the wallplate.  I'm assuming that the tech will have F-81 connectors with him or her. 

 

Each one of those cable runs is one individual cable.  If you have a cable section that is comprised of two or more sections, they should be replaced by one single cable run.  

 

So, what you should have is:

 

1.  Local tap to external NID:  one cable run

2.  NID to basement connector location: one cable run

3.  Basement connector location to the upstairs wallplate:  one cable run

4.  Wallplate to modem:  one cable run

 

Each cable run is a single piece section of RG-6 cable.

 

Ask the tech to:

 

1.  Replace the external cable ground block and install new connectors on all of the outside cables.  If you have underground cabling, that will also include the cable end that connects to the local tap.  Since that is on the ground, the tech won't have any problems reaching it.  Climbing a utility pole is another matter. 

 

2.  Ask the tech about that cable section with the temporary repair to it.  My personal opinion is that it should be replaced.  You'll have to ask the tech to look at that cable run to determine if it needs replacement.

 

3.  Cut the required length of cable to connect the modem to the wallplate and install connectors on it.  Also ask the tech for an F-81 connector to replace the connector that sits in the wallplate.  I'd go ahead and pull the wallplate off of the wall prior to his or her arrival.  If there's enough cable slack behind the wallplate, I'd ask the tech to replace the connector that is on that cable. 

 

If the tech is willing to do all of that to clean up the installation, that might just bring the upstream signal levels down once again.  Their not bad where they are now, but, cleaning up the cable ends and replacing the connectors and cable ground block should improve your signal levels.  Hopefully that might just resolve the IPV6 issues as a side benefit.

View solution in original post

10 REPLIES 10

Re: DHCPv6 - Missing Required Option on XB7

Datalink
Resident Expert
Resident Expert

@phucnb1 ignoring the DHCPv6 log entries at this point, the more pressing problem is the cable problem.  Your downstream signal levels and upstream signal levels are both elevated beyond their normal levels, which is an odd combination.  The target for the downstream QAM levels is 0 dBmV.  Yours are sitting in a range of 3.6 to 6 dBmV, which I don't expect to cause issues on the downstream side.  The Signal to Noise ratios for the downstream QAM channels are all ok, including the one value sitting at 36.4 dB.

 

The upstream QAM levels are a problem.  They should all be running in a 36 to 40 dBmV range.  The DOCSIS spec calls for a maximum of 51 dBmV for three or four channel upstream ops.  Rogers uses a maximum of 52 dBmV for some reason.  At that point, I'd expect to see one of the upstream channels shut down in order for the modem to operate within its maximum power output level.  I wonder if your suffering from short upstream channel disabling?  That might manifest itself as a DHCP6 issue of some type, although I'd expect to see different log entries if that was happening.  

 

Its possible that Rogers has decided to use the upstream power level extensions which have been added to the DOCSIS spec.  That allows upstream channel operation up to 57 or 58 dBmV, but, I'm not sure how many channels are allowed to run at that power level.  That might be a last ditch single channel power level.  If you're losing upstream channels, your downstream and upstream data rates will suffer, so, you'll know that something is amiss.

 

What I don't understand is why the tech didn't tackle the issue of the high upstream signal levels.  No amount of modem swaps will solve that issue.  Either the tech didn't bother checking the upstream signal levels, or he ignored them. So, you're going to have to chat with tech support once again, or simply send a message to @CommunityHelps, seeking assistance with the signal levels and potential DHCPv6 issue.   

 

If the DHCPv6 issue is a real IPV6 issue with the Cable Modem Termination System (CMTS), you're going to have a problem convincing Rogers tech support that there's an ongoing DHCPv6 issue with the CMTS.  You're going to have to chat with a Level II tech who will understand what you're talking about.  First line tech support and the field techs won't be able to help you with this.  At the end of the day, if this is a real issue, then it will have to go to the Network Operations Center or to a Network Engineer for resolution.

 

Fwiw .....  

 

Edit:  Can you have a look at the location where the external cable enters your house.  I'm assuming that you're in a house, but, please correct me if I'm wrong.  Where the external cable connects with the internal cable running to your modem, you should see an F-81 connector which looks like this:

 

https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479

 

There should not be a powered amplifier or a splitter of any type that connects the external cable to the internal cable, and, there should not be any of the other house RG-6 cables connected to either the amplifier or splitter.  What you should see is the inbound external RG-6 cable connecting to the F-81 connector, which connects to the internal RG-6 cable leading up to the modem.  That's it.  Any of the other RG-6 cables should disconnected and moved out of the way.

Re: DHCPv6 - Missing Required Option on XB7

phucnb1
I've been here awhile

@Datalink thank you so much for taking the time to write a useful response for me. I think you are correct about the cable problem.

 

First when I chatted with support, they mentioned that my signals have problems too that why they sent a tech come to help me.

When the tech came, maybe I confused him by mentioned the DHCP v6 errors so we think it was software's problems but not hardware then he just swapped the modem for me. 

This morning I check the location where external cable connect to internal cable and I think that is the root of my problem. The external cable's center core almost fail out of the F-81 connector and they used the old connector removed from the wall before (drywall was in the connector). I plug it back to the connector again (temporary) and I notice that the up/down stream levels are closes to the numbers you mentioned. 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
23
7
8
9
2
3
4
5
6
10
11
12
13
14
15
16
17
18
19
20
21
22
1
24
25
26
27
28
29
30
31
32
0
33
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
693000000
591000000
597000000
603000000
849000000
855000000
861000000
579000000
585000000
609000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
279000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
352800000
40.946209
40.366287
40.946209
40.946209
38.983261
38.983261
38.605377
40.366287
40.946209
40.366287
40.366287
40.366287
38.983261
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.946209
40.946209
40.366287
31.915308
40.946209
40.366287
40.366287
40.366287
38.983261
40.366287
40.366287
40.946209
38.605377
 
40.13 dB
1.799999
1.900002
1.799999
1.900002
1.500000
0.400002
0.500000
2.299999
2.099998
1.900002
2.099998
2.099998
2.400002
3.000000
2.799999
2.599998
2.500000
2.200001
2.000000
1.599998
1.599998
1.599998
2.000000
1.700001
1.900002
1.599998
1.900002
1.799999
3.200001
3.299999
3.200001
2.500000
 
1.599998 dBmV
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

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Not Locked
Not Locked
32300000
38700000
21100000
25900000
5120 KSym/sec
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
44.020599
43.020599
40.010300
43.020599
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA

Screenshot-2023-01-24-at-12-11-44-PM

I have an appointment with a tech this afternoon so he may help me to fix the cable then we will see whether it solve the problem.

 

My modem is not connect directly to the white cable in the image above but to another cable came in the box with the modem (image below), then that cable connect to the white cable. Is it better to connect the modem directly to the white one?

IMG_3819.jpg

 

 

 

Re: DHCPv6 - Missing Required Option on XB7

@phucnb1 your signal levels are noticeably better with that temporary repair.  When the tech arrives, ask him or her to install new connectors on that repaired section and a new F-81 connector.  I'm assuming that is the location where the incoming cable connects to the internal cable that runs up to the wallplate, which in turn connects to the modem.  

 

If I'm correct, the ideal situation would be to replace that repaired inbound cable with a new section of RG-6 cable. 

 

Typically the cable path inbound to a house is as follows:

 

1.  Inbound cable from the local tap, either on a utility pole, or located in a green pedestal near your home runs into an external grey coloured enclosure.  That enclosure is called a Network Interface Device, for some reason.  

 

2.  Within that NID, there is typically a cable ground block.  The inbound cable from the local tap connects to the ground block as does the next cable which runs from the other side of the ground block to the basement location where that inbound cable connects to the cable run that heads upstairs to the modem.  There is a ground point on that ground block to which the techs connect a copper ground cable.  The other side of that ground cable usually connects to a clamp, which is clamped to the external house electrical box.  Usually the electrical box that contains the electrical meter and the NID are co-located. 

 

3.  In the basement, that inbound cable from the ground block connects to an F-81 connector which then connects to the cable run that heads upstairs towards the modem. 

 

4.  At the wallplate upstairs, there is usually a single cable that connects to the wallplate and the modem.  If you need a longer cable to replace the existing two cable configuration, ask the tech to cut an RG-6 cable for you and install connectors on it.  At the same time, replace the F-81 connector in the wallplate.  I'm assuming that the tech will have F-81 connectors with him or her. 

 

Each one of those cable runs is one individual cable.  If you have a cable section that is comprised of two or more sections, they should be replaced by one single cable run.  

 

So, what you should have is:

 

1.  Local tap to external NID:  one cable run

2.  NID to basement connector location: one cable run

3.  Basement connector location to the upstairs wallplate:  one cable run

4.  Wallplate to modem:  one cable run

 

Each cable run is a single piece section of RG-6 cable.

 

Ask the tech to:

 

1.  Replace the external cable ground block and install new connectors on all of the outside cables.  If you have underground cabling, that will also include the cable end that connects to the local tap.  Since that is on the ground, the tech won't have any problems reaching it.  Climbing a utility pole is another matter. 

 

2.  Ask the tech about that cable section with the temporary repair to it.  My personal opinion is that it should be replaced.  You'll have to ask the tech to look at that cable run to determine if it needs replacement.

 

3.  Cut the required length of cable to connect the modem to the wallplate and install connectors on it.  Also ask the tech for an F-81 connector to replace the connector that sits in the wallplate.  I'd go ahead and pull the wallplate off of the wall prior to his or her arrival.  If there's enough cable slack behind the wallplate, I'd ask the tech to replace the connector that is on that cable. 

 

If the tech is willing to do all of that to clean up the installation, that might just bring the upstream signal levels down once again.  Their not bad where they are now, but, cleaning up the cable ends and replacing the connectors and cable ground block should improve your signal levels.  Hopefully that might just resolve the IPV6 issues as a side benefit.

Re: DHCPv6 - Missing Required Option on XB7

phucnb1
I've been here awhile

@Datalink Update Jan 24th

The Tech came yesterday but didn't contact me or go to my house, they did some work out side somewhere. The reason I know because I contact support to complain why they didn't show up then they told me that. 

 

But since they did something outside yesterday, I don't notice any dropping with my internet anymore or any IPv6 issues which I really happy with. 

The damaged cable inside my house still there but I will ask them come to help me fix it later.

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
7
8
9
10
2
3
4
5
6
1
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
0
33
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
591000000
597000000
603000000
609000000
849000000
855000000
861000000
579000000
585000000
279000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
352800000
40.946209
40.946209
40.366287
40.946209
40.366287
40.366287
40.366287
40.366287
40.366287
40.366287
40.366287
40.946209
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.946209
40.366287
40.366287
40.946209
40.946209
40.366287
40.366287
 
42.55 dB
6.099998
6.099998
6.099998
6.199997
5.900002
5.199997
5.400002
6.500000
6.500000
6.300003
6.400002
6.599998
6.800003
7.300003
7.199997
7.099998
7.000000
6.900002
6.800003
6.500000
6.400002
6.300003
6.199997
6.099998
6.099998
6.099998
6.400002
6.500000
7.599998
7.599998
7.500000
6.800003
 
5.599998 dBmV
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
 

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
21100000
38700000
32300000
25900000
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
34.260300
36.520599
36.270599
35.770599
64QAM
64QAM
64QAM
64QAM
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

Re: DHCPv6 - Missing Required Option on XB7

I have been with Rogers for about a month now, and for the first couple of weeks had no internet issues. I was previously with Start.ca on Rogers lines for about 2 years, and we had constant downtime. Probably everyday it would go down, but we just lived with it. We have used multiple routers too and still had the same issues. I originally had a Linksys EA4500. We also for short period had a Netgear Nighthawk. Had the same issues when with Start.ca. I will add that the Gateway Hub is in bridge mode and I am using a D-Link DIR-3040 router. I have some equipment tied to IP and didn't want to change them.

 

I am now on the 1.5G plan from Rogers and multiple times a day we will lose our internet access, and the light on the modem will go from white to flashing orange and green. Normally the connection will only drop for a minute or two and then other times it will be down for longer.

 

Below I have logs from a few nights ago.

 

DHCPv4[31767]: 72001001-DHCPv4 Provision - Completed
2023/2/7 00:25:36 Informational

DHCPv6[31857]: 72001002-DHCPv6 Provision - Completed
2023/2/7 00:25:33 Informational

DHCPv6[31857]: 72001011-DHCPv6 - Missing Required Option 82
2023/2/7 00:25:32 Critical

DHCPv6[31857]: 72001011-DHCPv6 - Missing Required Option 24
2023/2/7 00:25:32 Critical

DHCPv6[31857]: 72001011-DHCPv6 - Missing Required Option 82
2023/2/7 00:25:31 Critical

DHCPv6[31857]: 72001011-DHCPv6 - Missing Required Option 24
2023/2/7 00:25:31 Critical

DHCPv6[31857]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Feb 7 05:25:30 2023
2023/2/7 00:25:31 Critical

eRouterEvents[31715]: 72003004-eRouter enabled as Dual Stack
2023/2/7 00:25:29 Informational

eRouterEvents[27039]: 72003001-eRouter is administratively disabled
2023/2/7 00:23:28 Informational

DHCPv4[22398]: 72001020-DHCPv4 - IP Address Released
2023/2/7 00:23:27 Informational

eRouterEvents[27039]: 72003004-eRouter enabled as Dual Stack
2023/2/7 00:23:26 Informational

DHCPv6[22495]: 72001011-DHCPv6 - Missing Required Option 24
2023/2/7 00:23:26 Critical

DHCPv6[22495]: 72001011-DHCPv6 - Missing Required Option 24
2023/2/7 00:23:26 Critical

DHCPv4[22398]: 72001001-DHCPv4 Provision - Completed
2023/2/7 00:14:27 Informational

DHCPv6[22495]: 72001002-DHCPv6 Provision - Completed
2023/2/7 00:14:25 Informational

DHCPv6[22495]: 72001011-DHCPv6 - Missing Required Option 82
2023/2/7 00:14:23 Critical

DHCPv6[22495]: 72001011-DHCPv6 - Missing Required Option 24
2023/2/7 00:14:23 Critical

DHCPv6[22495]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Feb 7 05:14:21 2023
2023/2/7 00:14:23 Critical

DHCPv6[22495]: 72001011-DHCPv6 - Missing Required Option 82
2023/2/7 00:14:22 Critical

DHCPv6[22495]: 72001011-DHCPv6 - Missing Required Option 24
2023/2/7 00:14:22 Critical

eRouterEvents[22368]: 72003004-eRouter enabled as Dual Stack
2023/2/7 00:14:20 Informational

eRouterEvents[19463]: 72003001-eRouter is administratively disabled
2023/2/7 00:13:14 Informational

 

Is their anything that I need to look for?

Re: DHCPv6 - Missing Required Option on XB7

@Vocalicacorn187 it looks like @RogersMoin has moved your post to this thread, based on the similar problems that you outlined.  Please have a read thru this thread, from top to bottom.  Hopefully you will see the reasons for the following signal level request and inspection:

 

Part 1. 

 

Please log into your modem and have a look for the data tables that are shown above.  They include the downstream table, upstream table and the codeword table.  To copy those tables, one at a time, place your curser just in front of the first character in the top left hand corner of the table.  Hold the shift key down and scroll down and to the right, to just after the last character in the bottom right hand corner of the table.  You can use your mouse to scroll, or the keyboard arrow keys to scroll down and to the right.  Release the shift key and use Ctrl c to copy the highlighted or selected data.  In a new post, use Ctrl v to paste that data into a post.  When the data pastes in, a horizontal scroll bar will be created automatically to allow readers of the post to scroll thru the data to the right.  

 

Please repeat the procedure for all of the tables and paste the copied data into a post.  

 

The normal signal level range for the downstream QAM channels (1 to 32) is 0 dBmV with a Signal to Noise Ratio of 36 to 40 dBmV.  The normal signal level output for the upstream QAM channels is 36 to 40 dBmV.  There isn't enough data presented within the user interface to judge to health of the downstream Orthogonal Frequency Division Multiplex (OFDM) channels or the upstream Orthogonal Frequency Division Multiple Access (OFDMA) channels. That requires inspection by the moderators or Level II Tech Support.  Level I techs don't have access to the OFDM and OFDMA channel internal frequency band data.  They have a single amalgamated data line that doesn't show the detail that the moderators or Level II techs can access. 

 

Part 2: 

 

Can you have a look at the location where the inbound external cable enters the home.  Where the external cable connects with the internal cable running to your modem, you should see an F-81 connector which looks like this:

 

https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479

 

There should not be a powered amplifier or a splitter of any type that connects the external cable to the internal cable, and, there should not be any of the other house RG-6 cables connected to either the amplifier or splitter.  What you should see is the inbound external RG-6 cable connecting to the F-81 connector, which connects to the internal RG-6 cable leading up to the modem.  That's it.  Any of the other house RG-6 cables should be disconnected and moved out of the way.  Any in place amplifier should be removed, and any splitter, for now, should also be removed (see below for further explanation). 

 

Any time a cable signal runs thru a splitter, there is a signal drop, from the input port to the output port, so, the object of the exercise at this point is to remove any splitters from the cable system that can cause a signal drop on the downstream path and signal increase on the upstream side.  If there is an issue with the external cable that runs to the home which also causes a signal drop along that cable, that signal drop will combine with the splitter signal drop to cause large signal drops leading to the modem.  This results in internet outages that can last a few seconds to a few minutes,  That will usually depend on the condition of the external cable and its connectors.  Rebooting/restarting the modem can temporarily resolve the problem, but, that doesn't resolve the underlying external cable problem.  That requires an onsite tech to determine and repair.

 

Also, have a look for any splitters that might be found anywhere along the cable run, from the basement connector location, up to the point that the cable disappears into the floor or wall.  There should not be any splitters anywhere along the path, from the inbound cable connection point, point that the cable disappears into the floor or wall.  And where the modem is located, there should not be any splitters in the cable path from the wallplate to the modem.  

 

Now, having said that, sometimes, during an installation by a tech, if the inbound signal levels are too high, the tech will install a splitter to drop the signal levels to an appropriate level.  The unused ports of the splitter should have been covered with 75 ohm terminators which looks like this:

 

https://www.homedepot.ca/product/ideal-f-twist-on-terminator/1001046721

 

The problem with this approach is that the splitter will drop the signal levels in both directions, downstream and upstream.  The Cable Modem Termination System (CMTS), which controls the modems and provides the modem's data services will react to the drop in the upstream signal levels by commanding the modem to increase its upstream power level output to meet the signal level requirements at the CMTS.  Sometimes the required power output levels are at, or above the point of failure, where the modem cannot provide the required power to run three or four upstream channels at a power level over 52 dBmV as commanded by the CMTS.  At that point the modem will shut down upstream channels one by one to remain within its maximum allowable power output.  If you were there you would probably know it, as the downstream data rates will drop when there is a loss of one or more upstream channels.

 

The real solution in cases where the downstream signal levels are too high is a Forward Path Attenuator such as the following:

 

https://www.multicominc.com/product/multicom-mul-fpa85-forward-path-attenuator/

 

That attenuator drops the downstream signal levels and leaves the upstream signal levels alone, without any attenuation.  That should allow the upstream signal levels to run within in their normal range depending on the condition of the external cable. 

 

For now, lets concentrate on the signal levels and inspection for any amplifiers or splitters within the house cable system.

 

Please let me know what you find.

Re: DHCPv6 - Missing Required Option on XB7

I will have to look again tomorrow at the connection between the external and internal to see what the exact part is. There are no splitters. I have a photo attached below though. 

 

PXL_20230210_074717754-2.jpg

 

These results are right after the internet had gone out and come back.

 

IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
19
7
8
9
2
3
4
5
6
10
11
12
13
14
15
16
17
18
1
20
21
22
23
24
25
26
27
28
29
30
31
32
0
33
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
669000000
591000000
597000000
603000000
849000000
855000000
861000000
579000000
585000000
609000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
279000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
352800000
38.605377
38.605377
38.605377
38.605377
40.946209
40.366287
40.366287
38.983261
38.983261
38.605377
38.605377
38.983261
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
40.366287
40.366287
40.366287
40.366287
 
40.74 dB
-5.900002
-5.500000
-5.400002
-5.400002
-2.000000
-2.000000
-1.700001
-5.299999
-5.400002
-5.500000
-5.799999
-6.200001
-5.900002
-5.700001
-5.700001
-5.900002
-5.700001
-6.000000
-5.900002
-5.299999
-4.900002
-4.700001
-5.099998
-5.200001
-5.400002
-4.900002
-4.799999
-4.700001
-2.599998
-2.799999
-2.700001
-2.500000
 
-4.799999 dBmV
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

 

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
38700000
21100000
32300000
25900000
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
49.020599
47.260300
47.270599
47.520599
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

 

 CM Error Codewords
Index
1
2
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
33
Unerrored
Codewords
18718
18602
18326
18051
17932
17770
17575
17424
17132
16999
16870
16663
16551
16420
16235
16118
15990
15857
15589
15453
15332
15219
14998
14875
14762
14573
14323
14194
14063
13943
11582
11434
48

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

 

Re: DHCPv6 - Missing Required Option on XB7

@Vocalicacorn187 in that picture there are a couple of components.  The first is a cable ground block.  That has the green copper ground block that runs off to a ground point on your house electrical system.  Then there is a filter or attenuator.  I can't tell from the picture.  At this point I'd remove it and then reboot/restart the modem to see what change there is in the downstream and upstream signal levels.  If you run into problems with it removed, you can always reinstall it.  If you can post the ID of the component, that would help. 

 

Your signal levels are all low.  As that's a snapshot taken right after the modem restarted, that's the best that they can get to at this point.  Considering that they will degrade from there isn't a good sign.  Can you log into the modem later in the day, hopefully before it or you reboot/restart the modem and post the signal levels again.  Where those signal levels are sitting, the downstream is at the lowest point that I'd like to see, and I wouldn't necessarily want to see the upstream signal levels increase at all.  

 

When you switched from Start, was the modem a self install, or did a Rogers tech install the modem?

Re: DHCPv6 - Missing Required Option on XB7

This is from early this afternoon. I do not believe I have had any outages since last night.

 

I got it installed by a Rogers tech. I do not believe they did anything other than check the level with the machine and that was it.

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
7
8
9
10
2
3
4
5
6
1
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
0
33
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
591000000
597000000
603000000
609000000
849000000
855000000
861000000
579000000
585000000
279000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
352800000
38.983261
40.366287
38.983261
38.983261
40.946209
40.366287
40.366287
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.605377
38.605377
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
40.366287
38.605377
38.983261
38.983261
38.983261
40.366287
40.366287
40.366287
40.366287
40.946209
40.366287
 
41.34 dB
-3.299999
-3.200001
-3.299999
-3.500000
-1.000000
-0.900002
-0.400002
-3.099998
-3.200001
-2.000000
-3.599998
-3.900002
-3.799999
-3.700001
-3.799999
-3.900002
-3.700001
-3.900002
-3.799999
-3.599998
-3.299999
-3.099998
-3.299999
-3.200001
-3.500000
-3.200001
-3.099998
-3.000000
-1.299999
-1.299999
-1.299999
-1.099998
 
-1.400002 dBmV
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

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
25900000
38700000
32300000
21100000
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
2560 KSym/sec
44.270599
45.770599
44.770599
43.760300
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_TDMA_ATDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
CM Error Codewords
1
2
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
33
16739
16538
16305
16121
15911
15689
15402
15280
15130
14966
14854
14685
14526
14370
14219
14041
13876
13607
13453
13238
13074
12884
12731
12617
12506
12374
12264
12146
11937
11818
11642
11434
107
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
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

 

This is right after I have removed the filter (SAT4206 6dB - 5-42MHz Return Path Attenuator) 

 

The only thing still attached is the ground, which is connecting the inside and outside lines. 

 

IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
7
8
9
10
2
3
4
5
6
1
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
0
33
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
591000000
597000000
603000000
609000000
849000000
855000000
861000000
579000000
585000000
279000000
615000000
621000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
693000000
699000000
705000000
711000000
717000000
723000000
825000000
831000000
837000000
843000000
 
352800000
38.983261
40.366287
38.983261
38.983261
40.366287
40.946209
40.366287
40.946209
40.366287
40.366287
38.983261
38.983261
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
40.366287
38.983261
40.366287
38.983261
40.366287
38.983261
40.366287
40.366287
40.366287
40.946209
40.366287
 
41.62 dB
-0.299999
-0.299999
-0.400002
-0.599998
2.200001
2.299999
2.700001
-0.299999
-0.299999
0.599998
-0.700001
-0.799999
-0.799999
-0.799999
-0.900002
-0.900002
-0.599998
-0.900002
-0.700001
-0.599998
-0.500000
-0.200001
-0.400002
-0.200001
-0.200001
-0.099998
-0.200001
0.000000
1.900002
1.900002
1.900002
2.000000
 
1.200001 dBmV
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

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
38700000
21100000
32300000
25900000
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
37.020599
34.010300
37.020599
35.520599
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_TDMA_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
CM Error Codewords
1
2
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
33
16012
15793
15680
15468
15344
15216
15045
14923
14772
14639
14492
14380
14201
14043
13930
13804
13662
13548
13419
13228
13085
12973
12846
12706
12592
12466
12327
12205
12092
11882
11729
11544
91
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
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

 

 

Re: DHCPv6 - Missing Required Option on XB7

Vocalicacorn187
I'm here a lot

My connection has been more stable, though today it still went down once this afternoon. It is better than it was where it was going down multiple times a day. I will continue to monitor though.

Topic Stats
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