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user_qbggw0
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8 Messages

Wednesday, April 2nd, 2025 3:34 AM

Arris G34 keeps dropping internet

Hi,

My Arris G34 started having internet connectivity issues since last 2,3 weeks. It was working fine for the past 3 months but recently it keeps dropping internet and the router restarts quite often (sometimes 2,3 times within an hour).

I tired another modem (hitron coda) with a separate TP Link router which does not have such issue. I have been using that for the past 3 days with no issue.

Hence, the culprit is definitely Arris G34. So my question is how can I fix my G34. I read in multiple threads that it can be a firmware issue. The g34 shows AR01.05.020.13_032624_735.NCS.20 as a firmware version. Is this the latest firmware? Can someone help on this matter?

Thanks

Question

 • 

Updated 

15 days ago

57

3

0

XfinityDilary

Official Employee

 • 

2.2K Messages

1 month ago

 

user_qbggw0 Thanks for posting on our Community Forums. I'm sorry to hear about the issues you have been experiencing with your G34 device. In this case, I would recommend you reach out to the device manufacturer for further assistance. Arris Support. 

 

0

0

user_qbggw0

8 Messages

19 days ago


Downstream QAM

Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
20 501 7.500000 40.366287 QAM256 Locked
28 549 6.500000 43.376591 QAM256 Locked
36 597 7.099998 40.946209 QAM256 Locked
44 645 7.199997 40.946209 QAM256 Locked
13 459 7.599998 43.376591 QAM256 Locked
14 465 7.699997 43.376591 QAM256 Locked
15 471 7.800003 43.376591 QAM256 Locked
16 477 8.000000 43.376591 QAM256 Locked
17 483 8.000000 43.376591 QAM256 Locked
18 489 7.900002 43.376591 QAM256 Locked
Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
19 495 7.599998 43.376591 QAM256 Locked
21 507 7.300003 43.376591 QAM256 Locked
22 513 7.300003 40.946209 QAM256 Locked
23 519 7.300003 44.625977 QAM256 Locked
24 525 7.099998 43.376591 QAM256 Locked
25 531 6.699997 40.946209 QAM256 Locked
26 537 6.400002 43.376591 QAM256 Locked
27 543 6.500000 40.946209 QAM256 Locked
29 555 6.400002 40.946209 QAM256 Locked
30 561 6.300003 43.376591 QAM256 Locked
Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
31 567 6.300003 43.376591 QAM256 Locked
32 573 6.400002 40.366287 QAM256 Locked
33 579 6.599998 40.946209 QAM256 Locked
34 585 6.800003 40.946209 QAM256 Locked
35 591 6.900002 43.376591 QAM256 Locked
37 603 7.400002 40.946209 QAM256 Locked
38 609 7.500000 43.376591 QAM256 Locked
39 615 7.599998 40.946209 QAM256 Locked
40 621 7.599998 40.946209 QAM256 Locked
41 627 7.699997 40.946209 QAM256 Locked
Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
42 633 7.599998 40.946209 QAM256 Locked
43 639 7.500000 40.946209 QAM256 Locked

Downstream OFDM

Index FFT Type Channel Width (dB) # of Active Subcarriers First Active Subcarrier (MHz) Last Active Subcarrier (MHz) Avg RxMER Pilot (dB) Avg RxMER PLC (dB) Avg RxMER Data (dB) Power Level (dBmV) Modulation Lock Status
193 4K 162 2742 649 808 51 45 45 8.2 QAM4096 Locked
194 4K 192 3736 811 1000 50 45 44 8.5 QAM4096 Locked

Upstream QAM

Index Frequency (MHz) Power Level (dBmV) Channel Type Symbol Rate (KSym/sec) Modulation Lock Status
1 16.4 42.020599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
4 35.6 41.770599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
3 29.2 41.770599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
2 22.8 42.020599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked

Upstream OFDMA

Index First Active Subcarrier (MHz) Last Active Subcarrier (MHz) Symbol Rate (KSym/sec) Power Level (dBmV) Lock Status Modulation
41 39.9 84.3 18 50.7 OPERATE 4096_QAM

1

0

XfinityChelseaB

Official Employee

 • 

1.7K Messages

@user_qbggw0, If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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17 days ago

0

EG

Expert

 • 

110.2K Messages

17 days ago

@user_qbggw0 @XfinityChelseaB 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

8

0

user_qbggw0

8 Messages

Update: For the past 3 days, it has been working properly. I reconnected the modem after about 2 weeks. It does disconnect once a day, but other than that, it's fine. I am not sure what has changed. The firmware is still the same. I have still sent the message to the support team in case this occurs again in the future.

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16 days ago

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

I appreciate you providing that information, I need to send you a 6 digit security code, would you prefer to receive the code by email or text?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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16 days ago

0

user_qbggw0

8 Messages

You can send me the code through email.

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16 days ago

0

user_qbggw0

8 Messages

I spoke too soon. The modem has started dropping internet again. It has already disconnected and restarted three times in the last 1 hour. 

(edited)

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15 days ago

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

Thank you for letting me know you are still experiencing the issue, would you like to move forward with scheduling the technician appointment?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

15 days ago

0

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