Hello Kristen Westermann

                                             We understand that you are having intermittent connection issue on G36, for this case to understand the issue better we need some more details, 

                                 Is this happening on both the network 2.4 and 5G as well?

                                 Is this happening only on Wi-Fi or even with direct connection to the modem , have you checked with direct connection?

I’ve been having the same issue with my G36 since I purchased it a month or two ago. Xfinity. user. My Devices  all connect and show internet but are extremely laggy, as proven by speed tests. Upload seems less effected, it’s the download that trips mine up. Alexa devices can’t respond or take 20 seconds to give an answer or feedback they can’t connect. Laptop data comes in very very short bursts of data -not complete web pages and then sits idle for 30 seconds or more until the next burst.  

Ring  notifies that it has goes offline and cutover to cellular and that usually is how I know it’s acting up, that’s when I reboot/power cycle it.

Restarting the router fixes it until it happens again a day or so later. I’ve been looking for some way to have it automatically power cycle each night. Smart plug with resident schedule memory or similar.

Hard wired devices may or may not go down with it. My Arlo shows orange (offline) less often than my Ring goes to cellular.

I have been dealing with the same issue. Arris tech support reads from scripts. They couldnt get me off the phone fast enough. No knowledge of system operations, error codes, their answer is to reboot the modem. 

As I alluded to in my post… I bought a cheap Timer/power plug that has it’s own memory, now my G36 router is shut off and turns on a minute later in the middle of the night. This has improved the service overall, but it’s not bullet proof, I still get laggy Alexa replies during the day.and other oddities 

FWIW, I have 2 dedicated Xfinity lines. the one in my office has an old Arris surfboard SG10 I think. And that is flawless throughout my work day, so it’s not the internet to my house, it’s this router. I’m going to look into returning it and finding something else that actually works.  Arris - Are you trying to fix this issue?

Yep.  My internet has be dropping out daily for at least 7 months.

I signed up with Comcast 1.2gb service in Oct of 2021. from the very beginning I didnt want to rent
the Xfinity modem and searched for another vendor that had at least one 2.5gb port, which the G36
did, so that’s what i bought for around $300.  Since there was only one 2.5gb port (and four 1gb ports), if you wanted to expand that port you had to get a switch that also had 2.5gb ports. I went through several switch manufacturers and ended up sending two back because the G36 2.5gb port would not
work with a switch in between. I finally ended up purchasing QNAP’s switch (QSW-2104-2S-US) as a final attempt and that didnt work either.  I tried working with Arris and QNAP but Arris was totally useless. QNAP support did all they could to try and resolve even trying to help me get a log of transactions back and forth, but Arris , on two separate calls, just stopped responding to me.

Ultimately I was never able to resolve the switch issue but i was pretty sure it was an Arris issue
since i tried several switches and none worked.  

So then about a month ago i get a letter in the mail from Comcast/xfintiy that they would be updating lines in our area to the new 10G service (has nothing to do with cellphones 4G/5G service) and there
might be disruptions while they did that. supposedly when complete they would be offering 2GB speeds and higher upload speeds.  From that moment on i experienced all the drops, speed reductions and poor service from my Xfinity/G36 setup.   

Then i get the letter from Comcast saying there is an issue with the G36 with a fix 7months away.
They offered their very own modem lease free for one year…. i figured what the heck, lets see how it works.  Well not only did that resolve the issue, but it also works with the QNAP switch too!  Also i have been noticing higher speeds on all devices and sometimes even hitting 1.4gbs!

I am not a big fan of rental equipment, i like to own my own stuff, but i think i may just keep this XB8 modem/router (model# CGM498COM).  Even if Arris does come out with a firmware update to restore connectivity and speed issues, i doubt they will every address the fact that their single 2.5gb port does not work through any switches. maybe not a big deal for some, but it was for me.  Now i am stuck with a $300 doorstop!

i have had for almost two years and am still requesting a refund since it is still under warranty and they can not send me a new one (because it wont work).  In True Arris fashion, i would say it was their lack of response when Xfinity tried to work with them to get the G36 up to speed.  Havent heard back from Arris in over a week so i will soon be submitting a complaint to the state attorney general!

@cerickson54 , i have the exact same scenario here. G36 replaced with XB8 and all previous issues are gone now.  What brand name 2.5gb switch are you using?

If anyone finds a cable modem/router with a 2.5GB port that actually works with a 2.5GB switch, let me know. thanks……….

hiya, this isn’t just G36! I have a voice enabled SVG2482. As of this week, I my Arris unit restarts every few minutes. I can’t get through a 20 minute meeting. I can’t rely on the unit to browse this page and post this. I’m using a phone hotspot. It seems none of your units are compatible with Xfinity. 

@cerickson54 - in the email they sent me there was a brand new promotional code.

i just took that to the local xfinity store and they gave me the XB8 modem.

In the email from xfinity they offered one year free using the XB8. I called them and they sent me one.