Visitor
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4 Messages
ARRIS G36 Firewall VPN Disconnecting Issue
I'm requesting escalation of an issue involving my (owned) ARRIS G36 modem/router and its Xfinity-provisioned firmware. My G36 has the latest firmware (AR01.05.020.13_032624_735.NCS.20).
I connect to a corporate VPN for work (FortiClient 7.4.7.2003 VPN, latest version). The VPN disconnects after 20-30 minutes. I have isolated the issue to the G36's IPv4 firewall. I have conducted the following testing:
- IPv4 Firewall Medium security setting: disconnects after 20-30 minutes
- IPv4 Firewall Low security setting: disconnects after 20-30 minutes
- IPv4 Firewall Disabled: stable for my work day
- Cellular hotspot used to connect to internet then VPN: stable for my work day
- Issue occurs on both G36 Ethernet and Wi-Fi
- Issue occurs on a different laptop and under different versions of Forticlient
- General Internet connectivity remains active after VPN disconnects
- FortiClient frequently reports "dead peer detection" related error messages on disconnect
I have also tried to report this to ARRIS but they're customer support service phone line and web forums are down.
Please escalate this as a potential ARRIS G36 firmware/firewall compatibility issue and confirm whether AR01.05.020.13_032624_735.NCS.20 is the latest Xfinity-approved firmware for the G36.
Thank you!
XfinityBillie
Official Employee
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4.5K Messages
1 day ago
@bosley_bear We appreciate your time in reaching out to us here on our Xfinity Forums. Since this issue involves a VPN you use for work and a modem that is not provided by Xfinity, we would need to recommend that you work with your IT department and the manufacture of the modem to troubleshoot this concern. We can only provide troubleshooting support if the issue is occuring while not connected to the VPN.
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