Where is the G34 / G36 Firmware Update?

Question

It’s obvious that version 01.04.028.01.01.NCS of the G34/G36 firmware has bugs / flaws that is causing major issues with connectivity. As paying customers (for a device close to $300) we have reported this issue over and over again. This is not specific to Comcast/Xfinity as these connectivity issues also occur with Spectrum as the service provider. Tell us, your paying customers, what is going on with this buggy firmware and when you will provide a fix? What is the estimated time for an updated firmware? Is it already available? How do customers get this updated firmware or assure our cable service providers like Xfinity and Spectrum have been provided the new version to push out to customers. Please provide answers and remediate your flawed product. A good or even “standard” quality product shouldn’t have to be manually power cycled every 1-2 days. Why are you not providing answers?

-Very Unsatisfied Customer

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Best answer by SURFboard Moderator 26 August 2023, 09:17

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SURFboard Moderator · Accepted Answer

Whenever a tech from an ISP says a modem needs a firmware update and to contact the manufacturer, they’re just trying to get you off the line or they don’t know what they’re doing so don’t trust anything they say.

They know the firmware is part of the provisioning when the setup the modem. Its pushed by the ISP.

jd11184 · Answer

The Updated Firmware for G34/36 is been provided by your Internet Service Provider (ISP).. Contact them for the latest Version,

We are not aware of any known issue with connectivity to Spectrum caused by the firmware.

Further on the connectivity issues, If there is a drop in the internet let's try the below links for troubleshooting:

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

To change the Wi-Fi channels :

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

Please EXPLICITLY provide the version number of the latest firmware that Spectrum should have for both the G34 and G36 devices, so that when speaking with them I can reference this version. In addition, if they already have the latest firmware then why hasn’t it been pushed to my device? Provide your customers the exact date that Arris provided this update to Spectrum. What should we be telling them or asking for that hasn’t been automatically completed on their end if you’re saying this is their responsibility and not yours?

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