Visitor
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4 Messages
Arris g36 modem disconnect twice a day at 8am and 8 pm
Not getting any help from xfinity. All the checks have been done and I'm told everything is fine.
Twice a day at 8am and 8pm on the dot, my internet disconnects and has to be unplugged or reset in the xfinity app.
I've read that a recent xfinity update is the problem and it may take up to 7 months for a software fix from Arris.
I also have read that xfinity has given modems with no fee to some customers until the fix is complete. I tried this and xfinity told me that my modem is not on "the list" of being able to receive a free modem until the fix is complete.
This is unacceptable and xfinity needs to make this right. I already spent over a month watching xfinity stream app when an update caused my TCL TV to n ot sync up the picture and the audio. Try watching a sports event when the picture is 10 second ahead of the announcers.
XfinityJorge
Official Employee
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2.2K Messages
2 years ago
Greetings @user_4e2c90 thanks for contacting our Xfinity Support Team over our Forums. We are sorry to hear about the modem disconnects and we are happy to work with you to resolve this. Please send us a DM with your full name and serrvice address to get started. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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