F.A.Q.

G34/G36 Intermittent Connectivity On Xfinity Network

S
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Thank you to the community members who have reported intermittent connectivity with their G34 and G36 devices on their Xfinity Internet service.  Recent Service Provider upgrades to their network for DOCSIS 3.1 higher upstream capabilities as well as preparation for DOCSIS 4.0 deployment have created possible issues with certain devices on certain upgraded networks – across all DOCSIS device manufacturers – that are impacting stability and performance. 

 

We are committed to resolving this matter.  We are working with Xfinity on a long-term solution to update the firmware and will provide an update when this is completed as soon as possible. 

 

In the meantime, the current workaround is to power cycle the G34 or G36 device to regain Internet connection.  We apologize for the inconvenience and appreciate your patience as we work through this.

 

UPDATE 11/16/23: Xfinity is pushing firmware update version 01.05 to G34 and G36 units that are impacted by their network upgrade.   We expect the update to complete by the end of November.  You can find your firmware version on the Login page listed as Software Image Name.
 

 

Thank you for your patience.  

SURFboard Support Team

33 replies

P
Rank

Thank you to the community members who have reported intermittent connectivity with their G34 and G36 devices on their Xfinity Internet service.  Recent Service Provider upgrades to their network for DOCSIS 3.1 higher upstream capabilities as well as preparation for DOCSIS 4.0 deployment have created possible issues with certain devices on certain upgraded networks – across all DOCSIS device manufacturers – that are impacting stability and performance. 

 

We are committed to resolving this matter.  We are working with Xfinity on a long-term solution to update the firmware and will provide an update when this is completed as soon as possible. 

 

In the meantime, the current workaround is to power cycle the G34 or G36 device to regain Internet connection.  We apologize for the inconvenience and appreciate your patience as we work through this.

 

UPDATE 11/16/23: Xfinity is pushing firmware update version 01.05 to G34 and G36 units that are impacted by their network upgrade.   We expect the update to complete by the end of November.  You can find your firmware version on the Login page listed as Software Image Name.
 

 

Thank you for your patience.  

The new firmware update didn't do anything to help 

Didn’t help us either - we have the version in the screenshot and we’re still having to reboot daily.

R

Also received the Xfinity firmware update version 01.05 for my G36 and still experiencing intermittent connectivity issues. Internet goes out multiple times a day every few days. Work from home. Reliable service is essential. Purchased the G36 as this was recommended by Xfinity. Constant rebooting is not a viable solution. Arris and Xfinity, please resolve this before you both lose another customer.

J
Badge

so, i have the G34 with a 2 year history on xFinity on their 1gig service.  G34 has been bulletproof.  the 1.05 update was pushed out to me and now i have to reboot 5 x’s per day.  here is what the update is:

Software:  AR01.05.020.04.01_083123_735.NCS.20

Firmware:  01.05.020.04.01.NCS

xFinity is coming out tomorrow to check everything up to my owned G34.  i already know what they are going to say.  something like, “...yep, we’ve confirmed everything is good on our end.  sorry about your luck, but we have this brand new shiny white vertical brick of a gateway modem dripping with 1.2gbps speed and all the trimmings...would you like to touch it?  would you like to feel it?  would you like for me to plug it in so that you can see all the pretty lights?...”

what a racket!  after effectively obsoleting most if not all other modems with their move to 10G (which really isn’t), they have a proprietary / not-for-sale modem that mitigates all the issues.  how convenient!

B

Thank you to the community members who have reported intermittent connectivity with their G34 and G36 devices on their Xfinity Internet service.  Recent Service Provider upgrades to their network for DOCSIS 3.1 higher upstream capabilities as well as preparation for DOCSIS 4.0 deployment have created possible issues with certain devices on certain upgraded networks – across all DOCSIS device manufacturers – that are impacting stability and performance. 

 

We are committed to resolving this matter.  We are working with Xfinity on a long-term solution to update the firmware and will provide an update when this is completed as soon as possible. 

 

In the meantime, the current workaround is to power cycle the G34 or G36 device to regain Internet connection.  We apologize for the inconvenience and appreciate your patience as we work through this.

 

UPDATE 11/16/23: Xfinity is pushing firmware update version 01.05 to G34 and G36 units that are impacted by their network upgrade.   We expect the update to complete by the end of November.  You can find your firmware version on the Login page listed as Software Image Name.
 

 

Thank you for your patience.  

I don’t understand what the note about firmware means. I’m unclear of action I need to take as  Powering off and on the modem does little good…

A
Badge +1

Well I live in an Xfinity area that has not yet flipped the switch on the upcoming docsis 4 integration (it's coming) and my g34 is behaving much like everyone else's. Yes I have the new firmware and yes the issue persists. And it's a weird one. The 5g wifi vanishes. The wired connection also drops. Simultaneously. The most frustrating part is the blue indicator light does not indicate a network interruption 

J

I’m having the same issues as everyone else with my G36, however I restarted my device and now have no connectivity at all.  This has been going on for 12 hours now.  Any tips? I’m at a loss. 

L

This is maddening.  Can’t stay connected.  Video calls dropping constantly.   I haven’t gotten the new firmware update (and apparently you can’t force it to happen / do it yourself, and Xfinity doesn’t even think they can do it …. because the customer support people don’t know anything about it) and from the discussion above it might not even fix the issue??!!!!  Xfinity definitely seems to be forcing people to pay $200/year before they will take any responsibility for this garbage.  What a scam.  This router was advertised as working with Xfinity and it does not.

J
Badge

when cycling power on my G34, i noticed how warm / hot the plastic housing was on top.  it wasn’t quite roasting hot, but it was hot.  i hadn’t noticed that before.  so….i did a little experiment.  suspecting the shutdowns were due to a thermal issue (the G34 does not report temps in its admin GUI), i enabled bridge on the G34 and passed all traffic through to my wireless router with DHCP NAT enabled to let my router handle everything.  all i can say is that the G34 is running noticeably cooler since it really isn’t processing anything, and i haven’t had a connection drop in over 24 hours now.  i know that xFinity hasn’t done anything to the line or adjusted levels, so….. there’s this.  have any of you guys running full modem-router mode put a secondary external fan pointed at the G34/36 to see if there is any difference in connectivity running as modem/router mode, albeit at cooler temps?  i might be crazy, but i also might be onto something here.

 

i wonder if surfboard has any information or history with thermal issues specifically on their G34, G36, and S33 units?  curious minds would like to know.

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