Skip to main content

Hello, I own an Arris G36 that I bought 10/6/2023.

Since then, I've had very unstable internet, where I would drop multiple times during a 1-hour conference call making working from home impossible.

I've found numerous forum posts about firmware 01.04 causing this issue and that version 01.05 fixes the intermittent connectivity issues.

I've also been told that per DOCSIS, Arris (the manufacturer) is unable to update this firmware, and that it is the ISP's responsibility to verify and push out the update to their customers.

First, is this true? Am I stuck and at the mercy of Xfinity?

It's almost been a full year of degraded service and I'm not only in the hole for a $320 modem that barley functions, AND the 9+ months of 1.2Gbps I've been paying for and not enjoying.

What's the answer here? Am I out $320 because people don't want to support their recommended hardware? People can't afford to be making these mistakes, this isn't insignificant.

Thank you,

-DizzyThermal

Cross-posting the Xfinity issue:

https://forums.xfinity.com/conversations/your-home-network/firmware-update-for-arris-g34-and-g36-modemrouters/65fedfd38b98bb082d049d74?page=2

 

Everyone's radio silent about this issue now.

Users on the Xfinity forum claiming 01.05 is as bad, if not worse than the 01.04 firmware for the Arris G36.

My question for Arris is, are you working on a new update to address these intermittent connectivity drops in 01.04 AND 01.05? Is this why Xfinity won't release the 01.05 update, because it failed verification?

Anyone?

ARRIS develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  ARRIS has limited control or visibility over distribution by the service providers.

Since you are experiencing intermittent internet connections, I would suggest checking the cable signal levels and changing the Wi-Fi channels.

http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels

http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Changing-the-Wi-Fi-Channel

This has nothing to do with WiFi. Solely with hardwired Cat6 Ethernet.

Downstream Power/SNR and Upstream Signals all look to be in the range per your guide.

Why won't Xfinity accept, verify, and push out Arris' 01.05 firmware update for the G36? Is it as buggy, or worse than the 01.04 firmware version for intermittent connectivity?

01.05 has been out since November 2023. Arris might as well make a 01.06 and send it to Xfinity for verification, they obviously have a problem with your 01.05 version.

It's customers who suffer when two companies can't agree, and it makes Xfinity and Arris look like fools.

Surfboard was king when it came to modems, used them for decades. Now it's just the buggy, expensive, paper weight that no one wants to assume responsibility for.

Firmware updates will be handled only by internet service providers. Because they are the ones who provide signals to the modems.

Since you are experiencing a wired intermittent internet connection and the signals are within range, I would suggest contacting the internet service provider to reprovision the modem.

Just noticed this morning I am on:

AR01.05.020.13_032624_735.NCS.20

We'll see how this version works, new accounts on the Xfinity forum claiming its the same if not worse, but it could easily be Xfinity employees trying to shut customers up.

Hopefully its good 👍

It is great that the firmware was updated successfully by your internet service provider. Please monitor the performance and keep us posted.

Terms & ConditionsCookie settings