do I have the latest update on my G36

If you are referring to firmware updates DOCSIS standards dictate that the service provider must distribute firmware updates to cable modem devices.  The end-user cannot simply install an update like most other network-enabled devices.

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 on distribution by the service providers.

When the internet connection drops, does it seem like the gateway is rebooting on its own?
Also, do the connection interruptions occur on both Ethernet and Wi-Fi? 

Cable Co.= Comcast/Xfinity, they have replaced everything they can, even new cable boxes that work off Wi-Fi. Still getting picture pixelation, audio drop and some freezing. not all time, but seems to happen when we sit down and watch a program around 8:00 PM on local channels. The next step for the cable co to replace my router with their own, to see if that will work. My G36 is out of warranty as of April 2025. Also sometimes when I use my computer, It will go off line for a few seconds. Not sure if it is rebooting on it’s own, but I have rebooted several times in hopes that it will fix any problems.

Interruptions still occur on both Ethernet and Wi-Fi. any ideas?  Xfinity will be coming today to try there gateway.

Since it is happening on both we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

When the signal levels are within the recommended range, your gateway can maintain a stable, high-quality connection to the internet

Please refer to the link below for instructions on how to check your cable signal levels:

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

If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.

I am having the same issue.   Internet connectoin used to be solid. About a month ago, it has started dropping throughout the day.  Usually for just a minute or two, then reconnects.  But as I work from home, when this happens in meetings, I drop out of the meeting.  Or if I have my remote work screens setup --- they all drop and it takes me 5 minutes to get them all setup again. 

FWIW firmware on my G36 is as follows.

AR01.05.020.13_032624_735.NCS.20

I have Xfinity.  I purchased the G36 myself though, not from Xfinity.  So not sure if they are pushing firmware updates to it or not.  Seems like I can’t do that myself if I read this forum correctly.

 

More informatoin from the sofeware screen on my G36, in case this provides a clue. 

Software Image Name:AR01.05.020.13_032624_735.NCS.20

Gateway FW Version:01.05.020.13.NCS

RDK-B-LLC:rdkb-2022q1-dunfell

SDK:7.3.5.0.134

Wi-Fi Driver:6.2.0.114

When it comes to firmware update DOCSIS standards dictate that the service provider must distribute firmware updates to cable modem devices.  The end-user cannot simply install an update like most other network-enabled devices.

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 on distribution by the service providers.

However, when the internet connection drops, does it seem like the gateway is rebooting on its own?
Also, when the connection is lost on both Ethernet and Wi-Fi, do the Wi-Fi network names disappear as well?

If happens on both, then we recommend checking the cable signal levels within the gateway as mentioned above. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

Thank you.   The G36 is not rebooting (if that is what ‘gateway’ refers to).  Sometimes the connection drops for 10 seconds or so, then reconnects, much faster than a reboot of the G36.

Make sure that the gateway (modem/router) is placed in an open area to minimize Wi-Fi congestion.

If you find that the internet drops only on the Wi-Fi, I would suggest trying to change the Wi-Fi channels to improve the connection

It would be helpful to try changing the Wi-Fi channels to reduce congestion and improve the connection quality.

Please refer the link below, where you can find the steps to change the Wi-Fi channels 

https://arris.my.salesforce-sites.com/consumers/articles/knowledge/G34-G36-Changing-the-Wi-Fi-Channel

Thank you for the suggestion, will try that and report back.