U

Visitor

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2 Messages

Thursday, November 10th, 2022 4:51 PM

Closed

Arris G36 - runaround with call center, tech support and Arris warranty support

I purchased the Arris G36 as a bring my own device to Xfinity 1.2GBPS to a pretty hefty cost.  I purchased it at Best Buy and they have a 15 day return window and it was purchased on 10/09 so that is out of the question (I tried to return on 10/27 and it was rejected).  So lets get down to the issues here:

I am not getting anywhere close to my advertised speeds.  When doing a speedtest, wired with a desktop that has a Realtek RTL8111H that has 10/100/1000 mbps max speed I am only getting at max 270 mbps.  I called a tech out first 2 weeks ago to which he couldn't find and issue so he hooked up an Xfinity device and voila I was getting 700 mbps.  That prompted me to return the G36 for a different device to which I subsequently found out I couldn't do.

So I brought it back home, reconnected it and reactivated it and called support for troubleshooting.  They couldn't find anything on the phone so they sent another tech out this past week.  This tech found some noise in the line at the street where I was split with some neighbors so he got me segregated from that noise and the downstream power levels increased by about 4 dbmv on average and provided a bit better quality signal apparently.  That still didn't change anything with the G36 connection though.  So again, he hooked up the Xfinity modem and activated it and voila now I was getting 960 mbps.  He left that connected and my rage fueled even more because at the direction of Xfinity I purchased a $350 device to bring (that I can't return) that is compatible with the service but isn't getting what it is supposed to.

So of course, what did I do after he left?  I connected the G36 back and I contacted customer service about the connection issues.  They directed me this time to contact the manufacturer about the issue because everything is looking green on the end of Xfinity.  So I called over to Arris support at 1-877-466-8646 to troubleshoot the issue.  When I discussed the issue with them we reviewed some key levels on the modem itself.  Here are those current results:

Index Frequency (MHz) Power Level (dBmV) SNR (dB) Modulation Lock Status
17 507 3.099998 40.366287 QAM256 Locked
14 489 3.200001 40.946209 QAM256 Locked
15 495 3.200001 40.946209 QAM256 Locked
16 501 3.200001 40.946209 QAM256 Locked
18 513 2.599998 40.366287 QAM256 Locked
19 519 2.799999 40.366287 QAM256 Locked
0 0 QAM256 NotLocked
21 531 3.000000 40.366287 QAM256 Locked
22 537 2.599998 40.946209 QAM256 Locked
23 543 2.500000 40.366287 QAM256 Locked
24 549 2.900002 38.983261 QAM256 Locked
25 555 3.000000 40.366287 QAM256 Locked
26 561 2.799999 40.366287 QAM256 Locked
27 567 2.599998 40.366287 QAM256 Locked
28 573 3.000000 40.366287 QAM256 Locked
29 579 3.000000 40.366287 QAM256 Locked
30 585 3.000000 40.946209 QAM256 Locked
31 591 2.700001 40.366287 QAM256 Locked
32 597 2.900002 40.946209 QAM256 Locked
34 603 3.099998 40.366287 QAM256 Locked
35 609 3.000000 40.366287 QAM256 Locked
36 615 2.900002 40.366287 QAM256 Locked
37 621 2.900002 40.366287 QAM256 Locked
38 627 3.099998 40.366287 QAM256 Locked
39 633 3.200001 38.983261 QAM256 Locked
40 639 3.099998 40.366287 QAM256 Locked
41 645 3.200001 40.946209 QAM256 Locked
42 651 3.299999 40.946209 QAM256 Locked
43 657 3.400002 40.366287 QAM256 Locked
44 663 3.299999 40.366287 QAM256 Locked
45 669 3.500000 40.366287 QAM256 Locked

The upstream flow was this:

Upstream QAM

Index Frequency (MHz) Power Level (dBmV) Channel Type Symbol Rate (KSym/sec) Modulation Lock Status
44 35.6 44.520599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
43 29.2 44.770599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
42 22.8 44.520599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked
41 16.4 44.020599 US_TYPE_ATDMA 5120 KSym/sec 64QAM Locked

What I have come to realize is that one of the channels seems to have continued uncorrectable codewords, the one with over 1M continues to grow until it was like this morning at over 40 million before a power cycle:

Unerrored Codewords Correctable Codewords Uncorrectable Codewords
29262445 0 0
27844646 686 3146
24450677 3397862 6216
27743344 102015 3583
27828719 3 591
27862018 2 4407
307759 92985 1221269
27835835 35766 4527
27882185 83 4644
27888412 0 4773

When talking with Arris, they will not accept any issues are present until the upstream power level is between the range of 45-51 dbmv. 

So with this information I called for my third house call today to have a tech come look at this again but I feel it is going to be the vicious loop of "The line looks good (to Xfinity standards which is below the manufacturers standards), it is customer owned device and best they can do is hook up a $15/month modem to get the subscribed speeds.

So unless XFinity is going to give me a $350 credit to my service we won't be switching back to an XFinity owned device and renting.  What am I supposed to do here?  I want to at least be close to the speeds I am paying for, I am stuck with a modem that every tech so far has refused to work on and the manufacturer states XFinity has to get the speeds within range but XFinity says the speeds are within good limits.  I purchased this device at the behest of compatibility with the service I am paying for that XFinity stated.

Make the loop end, but how??

Official Employee

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2K Messages

2 years ago

@Jacoff 

We wouldn’t own you any credit or money for a modem you purchased as that is your own decision to purchase your own modem, at this point I would wait to see what the that’s coming out can find as there could be something found.

 

Visitor

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2 Messages

2 years ago

I would be curious to know how/if this was resolved for the customer.  I have a very similar issue with an Arris G36 and it disconnects and goes offline every day or two and requires a manual restart.  Arris even replaced my box for me.  Every time I call Xfinity support they say they have done something on the backend to correct the issue such as a software update, or they have sent a technician out.  Every time nothing changes.  

Visitor

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2 Messages

2 years ago

So I have gotten it somewhat fixed.  It is definitely more stable.  On one hand I was split with a neighboring house that didn’t have service and was sending noise down the line with possibly an exposed cord somewhere.  The other was my upstream wasn’t doing so hot.  They ended up putting a splitter on which boosted the upstream while lowering the downstream and that put me into the range I was looking for.  If you want to see the updated states just let me know and I can post those.

Visitor

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2 Messages

2 years ago

Seems to be a common problem with xfinity. It seems odd that Xfinity devices work like a peach, yet the Xfinity recommended devices to purchase with their services get no where near the speeds. I am returning a 3.0 Motorola DOCSIS with speeds up to 900mbps after having the technicians here twice. One told me I am paying for 400mbps speed, so expect to get 60% of that. Well I have blast which is 900mbps speeds. So he was wrong. The second tech said I am getting over 900mbps, yet shakes his head on why my brand new Motorola router which is supposed to support 900mbps is malfunctioning and won’t even work. Shuts my internet down. Plan to hook up a new Arris34G -3.1 today when it arrives. In the mean time I have a lender from Xfinity which is working great. If I don’t return it will cost me $15 per month. No option to purchase their products. I will  let you know if my Arris works as good as Xfinity’s router. 

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