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Tuesday, January 16th, 2024

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Frequent Disconnection Using Arris Surfboard G34 Modem

After 11 months using an Arris Surfboard G34 Modem without any problems, in December 2023 we started experiencing disconnections 3 or 4 times a day. The disconnection durations can last up to 10 minutes, after which connection is restored without having to restart the modem. These frequent disconnections/loss of service periods have persisted for over a month. I have run your AI diagnostic tool at least 5 times over the past month and each time it reports there are no problems with the modem or cable line. The software on the modem is the most current version as per Arris. I've read elsewhere numerous Xfinity customers reporting there may be an incompatibility with Arris modems caused by the latest Xfinity upgrade. I have restarted the modem numerous times hoping a software push may come from Xfinity to resolve this problem.  Please help. 

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