Arris G34 Intermittent Issues

I have been having an issue that i need assistance with. I purchased and setup a Arris G34 modem as few weeks ago. I have been some weird issues. My ISP is Comcast. The weird issue is every few (random) days. I end was with slow activity in WIFi and even ethernet internet. In random cases even the ethernet doesnt work but the WIFI always seems to albeit slow when it happens. Comcast is reporting the modem is offline.

I can even access the Surboard app and connect to the modem, most of the time. I can reboot the Gateway from that and everything again works fine and not slow...for a few days until it happens again. I can also manually unplug and reboot when the slowness/disconnect happens and again...it works fine few a few days until it happens again.

Why would this be happening and how can i resolve this so its more consistenly up without this issue?

Any information on this would be greatly appreciated.

Please let me know.

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do you have a screensnip of the cable connections page and event logs?

Those show the connection back to the isp.

If the ISP is saying its “offline” during those periods, it could be a poor connection back to the isp.

I will see about getting that. The next time the situation occurs. When i do now us i have a powerstrip that i have set to reboot every other day to help wuth this situation but it does i still have a sometimes when it happens and i really shouldn't need to do that.

Its not the Comcast or a poor connection because i used to have Motorala modems on it and the latest was the MG8702 that was in there for almost a year and I *never* had the problem.

All it takes it swapping out a modem and twisting the cable ends wrong or the foil touching the copper line to create a bad connection. you can do a lot by checking your own coax lines as well.

Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

I will double-check that coax. I have my reservations on it because it’s the same coax that I used with my Motorala that I just recently had on there (recently being a couple of weeks) and I did not have this problem even on it.

But coax is the same coax. There are no amplifiers, splitters or anything on it. I will check it and clean it. Then see again. If it happens again, I will put my MG8702 back on and activate it with Comcast again. I will leave it there for a couple of weeks. If there is no problem there then there is differently something going on the Arris Modem which I do have the extended warranty on.

That sound like a reasonable plan?

Sounds reasonable. I’m not arris so the warranty thing’s totally on them/your plan. I’m just a guy from the public who konws enough to be dangerous :)

Got it. Thanks for the info. I will take that action and let you know on findings good or bad.

So, please stay tuned

Thanks!

Actually, happening again, right now… Notice: Comcast is showing offline. Most WIFI is working. Albeit, things are really slow. Some websites cannot be reached. Here is the event log today. Rebooted this morning around 1 am.. The System Log only shows 1 activity and that is me logging. Here is the contents of the event log.

Any info you can provide would be greatly appreciated.

Log:

“

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 07:36:06 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 07:36:06 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 07:29:32 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 06:24:54 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 06:24:54 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 06:19:18 Critical

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 1 times
02/24/2023 06:19:18 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 05:19:09 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 05:19:09 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 05:09:31 Critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 02/24/2023 04:34:21 Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 04:22:19 Critical

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 1 times
02/24/2023 04:22:19 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 04:22:19 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 03:57:37 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 03:20:43 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 03:20:43 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 02:47:04 Critical

DS profile config update. DS Chan ID: 193.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 02/24/2023 02:44:31 Notice
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 02:18:35 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 02:18:35 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 01:35:08 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 01:11:36 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 01:11:36 Critical

DHCPv4: 72001001-DHCPv4 Provision - Completed
02/24/2023 01:03:47 Informational

ti_dhcp6c: 72001002-DHCPv6 Provision - Completed
02/24/2023 01:03:39 Informational

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 01:03:35 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 01:03:33 Critical

ti_dhcp6c: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Fri Feb 24 01:03:32 2023
02/24/2023 01:03:33 Critical

ti_dhcp6c: 72001015-DHCPv6 Failed - No Prefix Available
02/24/2023 01:03:32 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 01:03:32 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 01:03:32 Critical

ti_dhcp6c: 72001014-DHCPv6 Failed - No Address Available
02/24/2023 01:03:32 Critical

eRouterEvents: 72003004-eRouter enabled as Dual Stack
02/24/2023 01:03:30 Informational

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 00:30:02 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
02/24/2023 00:01:37 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
02/24/2023 00:01:37 Critical

“

Those are line issues/cmts issues. Did you put the other router/modem back in line that you mentioned prior?

Not yet. I just rebooted this router and I will be putting the other back on at the end of my work day today.

Is this normal: “No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 02/24/2023 04:34:21 Critical”

and

“DS profile config update. DS Chan ID: 193.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 02/24/2023 02:44:31 Notice”

Actually, maybe, I will just do it now…give me a few...

T3 are line issues with connection back to the ISP

Switched over...I will give it a couple of days. But if there are no issues is it safe to say to exchange the Arris Modem for another? You’re thoughts?

Or should I discuss with Comcast? I would need something to support that a “T3 are line issues with connection back to the ISP.” Do we have or is there any documentation that I can bring up with Comcast then?

Because it will be a hard-sell to say that it’s an ISP connection issue if I don’t experiencing anything on this Motorola.

And wow...just wow… using the ethernet and not WIFI. I get like 300+ Mbps more on this than the Arris which is WIFI6. I have a router behind the modem (Motorola or Arris) - same router). When it’s corrected with the Motorola (which is not a WIFI6 but gig speed just like the Arris) I get a 300+ Mbps connection speeed improvement.

I am really, really wondering now if it’s justified to keep this Arris. Slower speeds, more problems

hmmmm….

What modem and router are currently hooked up? tough to compare without models

The Motorola modem is a MG8702 and the router is a LinkSys MR9600 v2 Mesh Router.

well the MR9600 will give you more speed. Its an AX6000 device and the G34 is only AX3000. Plus its a dedicated router and not a modem/router combo device. Combo devices have to split their power budget and cpu power between the modem and the router versus the MR9600 is a dedicated device. You will have faster speeds with it. If you already own it and the modem and can still return the G34 I would. You’ll have faster speeds.

Got it.

Thanks for that clarification. I will be done that and returning it.

Thanks and very much appreciate the discussion!

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