Visitor
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11 Messages
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.
Official Solution
XfinityMarcus
Official Employee
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792 Messages
8 months ago
Thank you for that additional information, can you please try to see if temporarily disabling the IPv6 allows the IPv4 to perform? @LJBPDX
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Accepted Solution
LJBPDX
Visitor
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11 Messages
8 months ago
Okay, I have disabled IPv6. Lets wait 48 hours to see if the issue is resolved. I will report back to you then.
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EG
Expert
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105.7K Messages
8 months ago
The concern is not "Home Security Devices And Equipment" help related. Topic moved here to the proper help section for assistance.
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XfinityNicolas
Official Employee
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1.1K Messages
8 months ago
Hey @LJBPDX, thanks for reaching out to Xfinity Support on our forums. I'm not seeing any acknowledged issues with the software as of yet. Intermittent issues could be service related issues as well. Have you checked your modem's error logs to see if there are any errors to narrow it down?
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LJBPDX
Visitor
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11 Messages
8 months ago
Last week I reported frequent interruptions of service. Your technician suggested I disable IPv6, after which for 48 hours service ran continually and the cases was closed. But today, 01-22-24 frequent interruptions have returned -- see log below. How do we resolve this problem? Is it possible there's a problem with the cable line?
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DirtyDeal
Contributor
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46 Messages
3 months ago
There are many, many complaints in Xfinity's forum and Arris's forums about the poor performance of the Arris G34 and G36 gateway modems on Xfinity's system, despite both modems being on Xfinity's own recommended modem list. They are easy to find if you want to see them (hint to Xfinity agents here).
The reason for the poor performance is that after an Xfinity network change, Arris published a firmware update for the Arris G34 and G36 gateway modems last fall and Xfinity has not yet pushed it out to the modems. Arris managment is very frustrated with Xfinity's delay. This is entirely the ISP's responsibilty.
Contacting Xfinity support will do nothing. I've had a ticket in since early April and have heard absolutely nothing about when the firmware update will be pushed or why it hasn't been pushed. Xfinity support doesn't know anything about the Xfinity technical team footdragging and will have you running around in circles resetting your Arris G34 or G36 gateway modem.
Let me be absolutely specific about this: Xfinity hasn't done anything about the firmware update for about 9 months. Xfinity could not care less that you wasted your money on a modem that Xfinity recommended but now doesn't work with Xfinity's broadband system.
In a just world, Xfinity would give us all free gateway modems as replacements. Absent that, [Edited: "Solicitation"], write off whatever you paid for the Arris G34 or G36, and [Edited: "Solicitation"].
(edited)
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