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Getting really upset over the issue with my new modem
Like many people, I have had an issue with the Arris G36 Modem, a modem I only purchased because someone at Xfinity told me it was compatible and could handle 1.2 gigs. After numerous calls, and a technician coming to my house, I consistently got the same response "Sorry, but we are showing that your modem is offline and there isn't anything we can do." How can that be, though? I have access to the internet but I am only getting about 20 MBPS when I am expecting 1.2 gigs. So I called the Arris Modem customer support and they told me that I have the wrong firmware. I am using firmware 01.04 when I need 01.05. They told me that Xfinity got this firmware update back in December and for my modem to work correctly it must be updated. The person at Arris seemed to believe this is why the modem is showing up as inactive on Xfinity's end. So then I called back Xfinity and the people I spoke to told me that Xfinity does not send out updates for user-owned modems and that it's my reasonability to update the firmware. A brief search on the subject reveals this information.
So why are people at Xfinity not trained to know this? Then they tell me a technician will be out there to fix the issue. But I KNOW what the issue is. I figured it out for them. THIS is the issue. And if the people on the phone can't fix it when I tell them what the issue is, why will the technician be able to resolve it? Why would Xfinity tell me to buy a modem that doesn't work on there system? This was a known issue back in December when I got the recommendation. If Arris is refusing to refund me the money for the modem that doesn't work on Xfinity because Xfinity isn't updating the firmware, then do I just have to eat the cost of this $320 modem when I go out and buy another modem that may or may not work? I need firmware version 01.05. Xfinity was given this version in December 2023. DOCSIS standards dictate that Xfinity is the one who provides this update. So just give me the [Edited: "Language"] update. Send out a memo to all your customer service people letting them know this is a problem so people like me aren't bounced around for days from call center to call center.
XfinityDena
Official Employee
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2.7K Messages
11 months ago
@user_l2ckb6 Per the modem, you can definitely own your own modem at any time that you want. You would want to visit the link: https://mydeviceinfo.xfinity.com/ to check on compatible modems. As long as the modem is a modem/ router combination you would not need to get separate equipment. I want to let you know that there are great benefits to using our Xfinity modem https://www.xfinity.com/support/articles/why-rent-wireless-gateway.
I am seeing the G36 under recommended devices. I want to make sure we are respecting your time and not repeat the steps you have taken previously. Outside of reaching out to Arris customer support, 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/my-account-app-mobile-troubleshooting. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
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DirtyDeal
Contributor
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49 Messages
9 months ago
I have a similar problem with an Arris G36 modem, which I bought on Xfinity's recommendation:
Arris says this modem meets all Comcast's specs and Arris management has been talking to Comcast for months requesting release of the firmware updates Arris provided long ago, but Comcast hasn't released it, nobody knows why.
In the meantime, Comcast agents pester customers to rent the Xfinity modem instead. After many, many hours of time-wasting phone calls to Xfinity support, reboots, technician visits, a total outage of Xfinity service for 2 days in my neighborhood requiring replacement of all the node hardware, etc., an Xfinity agent finally offered me a FREE no-charge Xfinity gateway modem to see if that would resolve the problem.
I accepted the modem and my internet service has indeed been smoother, without all those short, intermittent dropouts all day long.
BUT HERE'S THE HITCH -- the agent was lying when he said it would be free. Xfinity now insists on charging me $15 a month for the Xfinity modem, even though I would prefer to use my own $300 Arris G36 modem THAT XFINITY RECOMMENDED.
Appears that there is, indeed, some kind of scam afoot to drive Xfinity customers to rent their modems, a nice little monthly revenue stream. Too bad Xfinity doesn't make it known that it has no intention of keeping third-party modems current with updates -- but that would be a bad look among techies who are heavy users with expensive Internet plans. In effect, Xfinity has deliberately sabotaged the Arris G36. I hope anyone who might be thinking to buy one for Xfinity service reads this.
Coming to this conclusion took hundreds of hours of my time, most of it spent in the most frustrating recursive communications with Xfinity agents you could imagine. If I could bill Xfinity for the pain and suffering as well as the hours, I could retire.
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mike_e133
Contributor
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64 Messages
8 months ago
I had the same issues today with the new modem that they continue to recommend, I was able to get 4.0mbps out of it. I boxed it up and sent it right back was not going to spend hours on the phone with support over this when numerous other people have already done so and Xfinity know of the problem, I will be buy one of the old more reliable modems instead after I first check into maybe switching to fiber optic
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