Firmware update for arris G34 and G36 modem/routers

I did return mine and swapped out for a Netgear. They release firmware to the public and you can install it yourself. They also allow custom firmware if you can write your own.

It is working great. I don’t know if Xfinity or Arris would be at fault here. I don’t see why Arris doesn’t just publicly release their firmware.

The modem is mine though, and have had it for quite some time. I wish I could return it and get a different one, though :( I can't even afford to get a new one right now with a lot of difficulties I've had this year. I absolutely refuse to rent a modem from Xfinity, especially now. So I'm just stuck with a device that doesn't work quite like it should just because Xfinity decided to make our lives harder for what I can only assume is greed. :(

Sorry, but unless you're able to push a firmware update there's nothing you can do for me.

Sorry @EG you are correct, the firmware is only on the router side.

I can say that it does work though, while the Arris never did properly. I had the same issue that many have with it. Xfinity tech service only kept saying that it was my side and I would have to pay for a service call.

@Dynomike75​ 

No worries ! 🙂

Still no plan to push that firmware?? I'm on a G34 and have daily issues. This forum makes it seem like you want to "approve" these devices but then slow roll the support until everyone gives up.. Wonder why?  

That's precisely what I've been thinking. [Edit: Inflammatory]

I just want it resolved, but I guess they still have not reach the threshold in monetary loss to get this fixed and just letting it be.

Hi, mike_j99. We currently don't have a way to push a firmware update to non-Xfinity equipment. I can refresh the device and provision the boot file, but I don't have an update we can send. Previously, we had a similar issue being reported by customers with a Motorola device, MB8611, but an update by the manufacturer fixed this issue from what the customer followed up with. 

Your engineering department received the update last fall, but has not loaded it into your provisioning system for reasons nobody knows. Your engineering department has sabotaged the compatibility of these Arris gateway modems.

DOCSIS system firmware cannot be updated by the user. The ISP has to push them to the devices. And YES you do have a way of pushing firmware to non-xfinity devices. It's been done for YEARS until now, apparently.

Only Xfinity support is unaware that Xfinity routinely pushes out firmware updates to all modems on its system.

As you can see from Xfinity staff responses in this thread and the many others like this, Xfinity support has ignored the firmware update issue for months. The lower echelons, who are responding here, will only send you into the usual loop of restarting your modem and then maybe a service call for which you will be charged -- and your modem still won't work.

Xfinity is responsible for misleading us into buying a modem that is not compatible with the Xfinity system. 

I've spent many hours with Xfinity support and no one has any answers about why Xfinity has not pushed out the firmware update. Upper management in Xfinity support gets no response from the tech team. No one can explain why the page of recommended modems on xfinity.com has not been updated to remove the Arris G36.

According to the threads on the Arris support site, some people have gotten free modems from Xfinity for their troubles. But an Xfinity agent gave me a modem he said was free -- for which I was charged anyway. When I protested, I was told Xfinity does not give free modems.

Xfinity will be happy to rent you one of their gateway modems. But it will work. Then you can sell your Arris G36.

PS This forum still isn't compatible with Safari browser on Mac OS. Overall, the quality of Xfinity engineering seems to be sloppy.

Reporting back.

Disabling SIP didn't help with stability. Had a video conference yesterday and it cut out every 1-2 minutes.

Xfinity, push the modem firmware update already

Disabling SIP didn't do anything for me, either.

@DizzyThermal I am sorry your connection was going in and out during a conference. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken? 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs

I also have the dropped connectivity problem.  It’s been getting worse over the past few months and the past 2 days drops every few minutes-rendering internet unusable. This is a problem related to the 1.04 firmware and it is fixed in 1.05. 

And before any support folks jump in - yes I have done everything. Including reset to factory settings and reconfigure.

My Arris G36 (on xfinity approved list) remains stuck on 1.04 firmware and xfinity does not update to 1.05 like they are supposed to.

It is Xfinity responsibility to send this firmware update out - Arris did their part and sent it to Xfinity last November. 
Xfinity do your job. 
At this point I agree with others about a lawsuit. 

@XfinityDena​ 

I reboot my modem daily in hopes that it will magically provision to version 01.05, but no luck so far.

I have also factory reset the Arris G36, same issue.

Other than Xfinity pushing the update, I don't think there's any troubleshooting on my end that will help this issue.

@XfinityVictor​ you guys are like robots, and not even reading the thread. this is something above your capacity to help on unless you can expedite a firmware push.  blink twice if your supervisor is forcing you guys to reply with the same ol song.

@mike_j99 thank you for taking time out of your day to reply to this post. I searched, and wasn't able to find an ETA of when a mass firmware update will be happening. From experience, I've worked with customers and have gotten modem firmware updates for specific accounts by working with our advanced repair experts and an engineer ticket gets opened. 

- If you need a firmware update, please let me know by sending a direct message: 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

@XfinityJustinC​ I sent Xfinity Support a direct message and have waited a day with no reply.  How often do people reply?

Hello, @user_378fb9 the delay is due to another user being asked to send a direct message. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

Sending unsolicited direct messages will result in a delayed response, as moderator intervention is required to create a ticket and route your request, or your message may be lost due to the number of mentions we receive daily. Unsolicited Modmail may not be addressed over the weekend or Holidays. Our team works to get to everyone as quickly as possible, but it may take up to 72 hours to receive an official response from our team. Community Specialists will provide official support 7 days a week between 6:00 am - and 12:00 am Eastern Time. Bear in mind that after 5 days of no response, your ticket will close, and you will need to submit a new post for a new ticket.

I have your DM and will pick up our conversation there. 

They got me. They broke me. Upgraded my speed and had to get G36 which by their own website was compatible. Multiple issues with it disconnecting. Xfinity disconnected me twice in the past two weeks because they said my router was causing a problem for the neighborhood. They said the solution was to rent one of theirs or buy my own (again). I just shelled out over $300.00 for this Arris G36 months ago. Looked at Xfnintys site to see what was compatible with my internet and from there started doing my own research and kept seeing reviews from others that said so and so router wasn't compatible even though it says on Xfinitys site it is. After 3 hours of research I decided to rent one of theirs for the time being. Neighbor down the street had the same problem and was forced to do the same thing though I don't know which router they had. 

Someone else said it best seems like it their way of getting people getting their product, I/e router. 

@user_2rpox3​ you're on the latest firmware now? 01.05?

I've been going back and forth with Xfinity DMs and have ticket numbers with engineering, yet I'm still being ignored.

Good riddance.

Edit: Even better, I receive a DM saying my ticket was closed because engineering said its the manufacturers responsibility to push firmware updates.

DOCSIS doesn't allow this. How can you be an engineer for Xfinity and not understand the fundamentals?

Lawsuit time? I've about had it with the nonsense from Xfinity, they're liars and crooks

The ISP pushes the firmware, NOT the manufacturer, stop lying to customers

@DizzyThermal​ sound like a plant, new account no details or substance on how they solved the problem

Any update on Arris G36 modems getting the latest firmware pushed?

...echo echo echo...

Actually, since the day I posted the message I have not had any more issues with data connectivity.  All is fine on a device with 1.05.

Mine updated during one of my daily restarts. Once it updated, things got worse. I was restarting my G36 two or three times a day. I gave up and bought a Netgear Nighthawk. I installed it a week ago and have had no problems whatsoever. I wish I had gone with the Netgear in the first place.

You can choose to believe me or not. I hadn't needed to post in the forums here until I bought the G36. I have no reason to make it look like the 01.05 firmware isn't working, because it ISN'T. The update made it worse.

Since I don't have the resources to start legal action, it is far cheaper to go to a different modem/router. From all of the posts I've seen, the G36 has had an issue for over 1 1/2 years now.

This is the last comment that I'm going to make on this. My connection issues are resolved by going to a Netgear unit and I'm moving on with my life. I hope everyone here has good luck with getting this issue resolved. I'm just not going to wait another year for it. 

@DizzyThermal​ yeah I am so tired of this bs.... falsely advertising that it's compatible,  then absolute nightmare since I purchases it when it released.... been with xfinity for 16 or 17 years,  think the ole gfiber may have a new customer @ 30$ less a month... if there is ever a lawsuit,  I'd like to have some sort of compensation over how I've paid for whatever speed and am lucky to get 200mbps if it works... 

Interesting... how sad