Visitor
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2 Messages
Firmware update for arris G34 and G36 modem/routers
Does anyone know when Xfinity will be pushing the firmware updates for the Arris G34 and G36 modem/routers (AR01.04 to AR01.05)? Apparently, this firmware update was released to the ISPs back in November 2023 but hasn't made it to the street yet. This update was supposed to fix (hopefully) intermittent connectivity issues with these devices for customers who have Xfinity as their ISP.
Official Solution
XfinityTony
Official Employee
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860 Messages
1 month ago
I am closing this thread as the firmware update is being pushed out and the OP hasn't responded since March.
These updates are not done all at once in case something goes wrong. Our engineering teams test these firmware updates as much as they can, but there is no way they can catch everything. Additionally, there may be other factors causing intermittent drops in service.
If you are having an issue with your internet still, please create a new post with as much detail as you can about what is going on, how long it has been happening, and what troubleshooting steps have been taken. Thank you, everyone!
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XfinityTy
Official Employee
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376 Messages
6 months ago
Hello @user_378fb9! Thank you for taking the time to reach out to our team on Forums. I'd be happy to assist you with your intermittent connectivity issues that you are experiencing. Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct 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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Petek01
Contributor
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135 Messages
6 months ago
There are several threads on this issue. The bottom line is Xfinity has no clue. They will tell you to contact Arris and Arris will tell you it's up to Xfinity. Some users have reported they recieved the update. Xfinity will also tell you to reboot your device and/or set it back to factory settings. Both actions do nothing.
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user_j09vai
4 Messages
6 months ago
I have had DAILY connectivity issues with my Arris G36 - extremely frustrating getting booted out of XBOX LIVE games multiple times every day!
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Alive65
New Poster
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2 Messages
5 months ago
Why doesn't Xfinity just push the [Edited: "Language"] firmware update to all G36 modem/routers? Mine also is stuck at AR01.04 and restarts don't help.
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DirtyDeal
Contributor
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46 Messages
5 months ago
Another Arris G36 modem owner here!
The answer to the OP's question is
NOBODY KNOWS
I've wasted hundreds of hours on this. Xfinity simply will not issue the firmware updates. They want you to rent an Xfinity gateway instead.
Meanwhile:
I hope that prospective buyers of Arris G36 modems see the many, many complaints about Xfinity's inaction on this.
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DirtyDeal
Contributor
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46 Messages
5 months ago
Calling or chatting with Xfinity support will get you nowhere but endless directions to restart your modem. I've wasted countless hours on this.
[Edited: "Solicitation"]
Arris management has urged the Xfinity technical department to release the updates, insisting that their hardware is compliant with Xfinity's specs. Arris is a very well-established modem manufacturer (they make some of the Xfinity modems). I trust Arris's statements about their hardware over anything Xfinity says.
My theory is that Xfinity won't do anything to fix this technical issue until they see it's costing them money. [Edited: "Solicitation"]
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Petek01
Contributor
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135 Messages
5 months ago
Well, I finally fixed the G36 issue. I just cancelled my Xfinity internet. There is finally an alternative in my area. I now have a 1gb asynchronous fiber connection. It is $30/mo cheaper, I haven't lost a connection in 2 weeks and there are no data caps. I was with Xfinity/Comcast for over 30 years. Now, what to do with a 5 month old G36....?
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EG
Expert
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105.7K Messages
5 months ago
@user_j09vai
FWIW. The G36 is a coax cable / DOCSIS modem. It can't interface with a fiber (FTTH) feed.
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user_w9nj96
1 Message
4 months ago
Plus 1, internet drops daily
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mike_j99
5 Messages
4 months ago
can we get an update on the no update?
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jp71ss
1 Message
3 months ago
I started having the same issues a couple days ago. Looks like I'm going with the Tesla guy if it isn't fixed soon. I've been with xfinity for many years but I don't mind moving on if they won't co-operate.
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DirtyDeal
Contributor
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46 Messages
3 months ago
No, nobody knows anything about this firmware update. I've had a support ticket in since early April and have heard absolutely nothing.
There are many, many complaints in Xfinity and Arris forums about the performance of the Arris G34 and G36 gateway modems on the Xfinity network. Oddly, Xfinity support knows nothing about this and will have you running around in circles resetting your modem. Maybe the memo hasn't reached Xfinity's technical team either.
Xfinity's failure to to push the November 2023 Arris firmware update has frustrated Arris management as well as cheated those of us who purchased the modems because Xfinity had recommended them.
If I were you, I'd demand a free compatible gateway modem from Xfinity. If they don't provide it, [Edited: "Solicitation"].
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user_3d7lwp
2 Messages
3 months ago
Has there been any update on when they plan to push the firmware update out? It’s been months and everyone I’ve talked to from Xfinity is clueless. A bit ridiculous, I feel we should get a free rental equipment in the meantime since Xfinity hasn’t been proactive at all.
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Dynomike75
3 Messages
3 months ago
I’m personally giving up on the Arris modem. I’m going to Netgear. At least they allow doing your own firmware upgrades. I just got off chat with Xfinity customer service and they said someone needed to come out and look at my equipment and it would be a $100 charge.
Luckily it has been less than 30 days and I can return my router and pick up a different one.
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