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Internet Connection Drops

Grasshopper

I've noticed that there's been a lot of random internet drops on my computer (It's connected to the internet via ethernet). 

Below is a log from one of the servers I host on my computer. It seems to be dropping really small packets of information. Several people have noted that they've lost connection to my computer (it disconnected them) then shortly after regained connection.

[09:27:26]: CURL ERROR: Operation too slow. Less than 5 bytes/sec transferred the last 5 seconds

 

Logging onto my router I found the following logs. Seems like it's a fairly common problem when I've searched Google, but have not come across an answer.

ti_dhcp6c[8471]: 72001011-DHCPv6 - Missing Required Option 82	2020/3/13 18:50:07	Critical
ti_dhcp6c[8471]: 72001011-DHCPv6 - Missing Required Option 82	2020/3/13 03:51:41	Critical
ti_dhcp6c[8471]: 72001011-DHCPv6 - Missing Required Option 24	2020/3/13 03:51:41	Critical
ti_dhcp6c[8471]: 72001011-DHCPv6 - Missing Required Option 82	2020/3/12 18:50:07	Critical
ti_dhcp6c[8471]: 72001011-DHCPv6 - Missing Required Option 82	2020/3/12 03:51:41	Critical
ti_dhcp6c[8471]: 72001011-DHCPv6 - Missing Required Option 24	2020/3/12 03:51:41	Critical

 

My router's specs (the DRAM used seems high.... also so does the processor speed)

Processor Speed:4000.10 MHz
DRAM Total Memory:667 MB
DRAM Used Memory:573 MB
DRAM Available Memory:93 MB
Flash Total Memory:469 MB
Flash Used Memory:436 MB
Flash Available Memory:33 MB

 

Other information

HW Version:11
Vendor:ARRIS Group, Inc.
BOOT Version:0.2.8.491938
Core Version:daisy
Model:TG3482G
Product Type:XB6
Flash Part:469 MB
Download Version:7.1.1.1.69

 

If there's any other information needed please let me know. 

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15 Replies
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Looks like a DNS issue.

Grasshopper

Looks like a DNS issue. 

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You are not the only one. Although, if you talk to Shaw t...

Grasshopper

You are not the only one. Although, if you talk to Shaw they will adamantly say that there is no errors...regardless if there are 100's of people all complaining about the micro-outages. Very frustrating. Seems like most of the complaints are with the Blue Curve. My children cannot even play online games of Overwatch because they are continually booted due to these micro-outages(that are just a figment of our imagination...lol)...

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This IS a known issue, Shaw! If all of these forum poster...

Grasshopper

This IS a known issue, Shaw! If all of these forum posters are reporting this, then it is an issue with these Blue Curve modems. When is Shaw management going to WAKE UP and LISTEN to its customers?? I have gone through 3 of these modems within 1 year, and all have had the same random internet disconnection issue on wifi. No, it isn't Windows fault, as I am using a Chromebook, which are not known to have these problems. I have a technician scheduled to come out next weekend and I will have thes Blue Curve garbage replaced with the reliable Hitron modem. Even if the internet speeds are slower with this modem, it is worth the downgrade just to have a reliable modem. Shaw needs to seriously re consider these Blue Crap  modems!

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Same issue all the time. We lose our phone service and ou...

Grasshopper

Same issue all the time. We lose our phone service and our internet on a regular basis. Had our modem replaced twice in less than 3 months. Terrible system. Blue curve is a waste of money. 

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checking your account. The signal looks solid with no err...

Moderator
Moderator

@Regis checking your account. The signal looks solid with no errors showing up. From what I understand, you use a 3rd party router connected to the BlueCurve Modem? If so, the modem is not set in bridged mode for the router to work properly. When the modem is in WiFi mode, it will cause an IP-mismatch when you connect a 3rd party router to it. Please bridge your modem and reconfigure your router settings. What are some other troubleshooting steps you've tried so far?

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Yes the signal is good most of the time. There are random...

Grasshopper

@shaw-tony 

From what I understand, you use a 3rd party router connected to the BlueCurve Modem?

This is incorrect. I only use the BlueCurve Modem as listed here https://support.shaw.ca/t5/internet-articles/equipment-info-bluecurve-gateway/ta-p/5632

Specifically the Arris TG3482ER3.

The signal looks solid with no errors showing up.

Yes the signal is good most of the time. There are random interrupts however that disconnect users from my server and disconnects my from others servers.

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thank you for clarifying. Hmm, it may be a faulty modem o...

Moderator
Moderator

@Regis thank you for clarifying. Hmm, it may be a faulty modem or something else is happening. Can you run a WinMTR ping to Google.ca and Youtube.com to see how often there is a drop/loss in the connection?

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>  DHCPv6 - missing required option When your computer se...

Master

>  DHCPv6 - missing required option

When your computer sends a DHCP (Dynamic Host Configuration Protocol) to your BlueCurve, the DHCP-request has some "mandatory" fields, e.g., the MAC-address of your computer's network adapter, and some "optional" fields. For some reason, the BlueCurve is demanding a field that your computer is not supplying.  Weird.

Note that this DHCP-request is using the newer "V6" protocol, not the older "V4" protocol.  The older protocol used 32-bits of information to give an IP-address, i.e., a maximum of about 4 billion unique values. Given the future where every person on the planet has multiple devices, each needing a unique IP-address, 32 bits will not be enough. So, the "V6" protocol was established, with the capability of giving a unique IPv6-address to every square-inch of land on the planet.

On your computer, within the settings of your network adapter device, disable the IPv6 protocol, leaving the IPv4 protocol active. This will eliminate those error-messages, and your computer will get send a DHCP-request to the BlueCurve, and your computer will receive an "IPv4" address in the DHCP-response, and your computer will be fully functional.

 

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> We lose our phone service and our internet on a regular...

Master

> We lose our phone service and our internet on a regular basis.

> Had our modem replaced twice in less than 3 months.

So, by now, I think that you can rule-out the modem as the cause of the problem.

So, what could it be?

  1. the coaxial cable between your BlueCurve and your wall-port;
  2. the coaxial cable between your wall-port and the "demarcation" box, either on the outside of your house, or in a "wiring closet" on your floor in your condo/apartment;
  3. the Shaw coaxial "splitter" inside that box;
  4. the coaxial cable between the demarcation box and the Shaw box on the telephone-pole on the street;
  5. the coaxial cable between that Shaw box and the Shaw distribution centre location (the one with all the satellite-dishes outside).

Other than you replacing the cable in #1, above, or you tightening its connectors, you will need to schedule a Shaw technician to trouble-shoot each of these segments.

 

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