Visitor
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8 Messages
Arris 34/36 loses connection upon 'DS profile config update'
Hi All and Xfinity,
I recently purchased an Arris G34. I have found that the device slows down to less than 1 mbps every few days when the event log shows a "DS profile config update. DS Chan ID: 193.;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;" message. The only fix is restarting the device.
This started after the Xfinity 10g network updates in the last few months.
This is a common issue with the Arris G34/36. See this thread from the Arris surfboard community: https://community.surfboard.com/g36-64/dropped-connection-984
I have verified the same result over a hardwired connection to the modem, checked my signal levels with Arris tech support, had an Xfinity tech come to my house and verify the signal levels, and even had Arris support replace the G34 with a new one. None of this has fixed the issue.
The G34/G36 is a compatible device per the Xfinity compatible devices list. As the "DS profile config update" comes from Xfinity, this seems like something Xfinity needs to resolve. Xfinity what are the next steps to escalate and resolve?
Accepted Solution
user_e70641
Visitor
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8 Messages
2 years ago
Hi All,
Issue Solved: After a few months of trying to get the Arris G34 to work, I found there is a new list of 'Recommended' devices for Xfinity internet plans that is different from the list of 'Compatible' devices. The G34 is not on the 'Recommended' List. I returned and got the Arris SBG8300, which is on the 'Recommended' list.
All issues disappeared with SBG8300, and internet works better than ever.
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XfinityGabriel
Official Employee
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2.2K Messages
2 years ago
Hi, @user_e70641! Thanks for spending your time visiting XFINITY and for patiently waiting for a response. At Comcast, we strive in ensuring that you receive the services that you pay for. I am sorry to learn about this experience and will do everything within my power to help get this fixed once and for all. To further assist, please send us a direct message with your first/last name and full address so I can ensure I am working on the correct account.
You can start by clicking the "direct message" icon in the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a private message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.
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