Xfinity not updating gateway firmware

@EG​ thanks for replying

yes i have rebooted multiple times with no luck.

i even factory reset it once (when i first set it up) last week but no matter what i do its stuck on 1.04.

on other hand my BIL set his modem up 2 weeks before me and he is running 1.05 so that means update has been there in field already. Only my modem is not getting it.

any other troubleshooting or recommendations?

thank you

It’s frustrating but i guess there is no other option than wait. 
Given that 1.04 firmware version has critical bug according to this article they started rolling out 1.05 in November

https://community.surfboard.com/docsis-107/g34-g36-intermittent-connectivity-on-xfinity-network-1323

i wonder if there is a way to force push it.

@Petek01​ i am in same boat.

posted in my nextdoor neighborhood group and a guy living a block away has a G34 running latest 1.05 firmware.

on top of that i have called xfinity multiple times and their customer servicr plain outright told me they dont update firmware on customer owned modems which is not true.

They said all they could do was run troubleshooting tool ( same one we have in xfinity app) and all it does is reboot modem

@user_sandhu Did you try factory resetting the modem as @EG recommended? 

@Petek01​ i am still waiting for xfinity to provide any update but since you also recently installed this gateway. Has yours updated to 1.05 since then?

@user_sandhu​ Nope...still on 1.04

Thanks for bringing this to my attention, @EG. I missed it. We will help the customer privately now. 

I too need the updated firmware

@EG​ thanks for escalating to correct PoC

i am waiting on next steps from xfinity and will update this thread as things progress

PS- i factory reset it again last night in hopes that it will force firmware download but that did not help.

@user_8a2lbt​

Hello, Shaminderpal! I hope you're doing well. I just wanted to check in on the firmware issue. It looks like the ticket was closed with the information I mentioned before. At this time, all we can do is wait for the issue to be resolved with the vendor. Have you seen any changes? 

@XfinityDilary​ no my router still has same firmware

i contacted Arris they said they are not aware of any issues on their side that would prevent xfinity from pushing firmwares so i am not sure which vendor issue is that ticket talking about

can you please escalate those tickets and perhaps get your leadership involved because there are lots of customers being impacted by this. If your engineering team does not care your leadership should

@user_sandhu We'll have to wait and see at this point. I appreciate your patience. 

@user_sandhu I am sorry for how your experience has made you feel. At this time we have provided the information available to us to you. I totally get how this is not the best answer or the most desirable and I am really sorry.

@user_sandhu​ Here is a shot in the dark. If you know someone who has 1.04/05, take your equipment to that location and hook up and see if you get the update. Maybe problem with the node you are on.

Hi, @user_mhbz7m. I hope you are doing well. As @EG suggested to the OP, it would help to do a reboot and/or factory reset if possible. I see you already reached out and the provisioning signal we sent didn't change anything on your end. The reason is the provision signal is meant to update the boot file which is what we use to tell your device what service/speeds you need, and it doesn't automatically update the firmware. I would reach out to the manufacturer directly with the next best steps. We aren't able to force this update on our end.  

@user_sandhu at this time we don't have any additional information and the last information provided was this was not an issue on our end and rather something being investigated as an issue on manufacture's side. We can reach back out to the team that we previously worked with to see if there is any new information available to share. Would you be able to meet us back in a direct message so we can re-confirm your account details and share this with that team as an example of an account still impacted by this? To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it

By the way, I'm on the G34 but same issue, frequent dropouts and it seems to be due to older firmware. 

@UsuarioAnon9 We understand this is impacting multiple customers, but we would have to wait for the vendor to get this resolved. 

Could you let us know when the update is planned to roll out in all regions for the Arris G36 firmware update.

I am guessing the update issue is affecting thousands if not 100 of thousands of subscribers. The software push must come from Comcast.  Due to the laws/rules of DocSys.  The patch was released to the utilities in November 2023.  We are approaching 6 months if this lingers into April with no resolution.

Please escalate this issue to whoever  handles firmware updates.  Please do not come back with erroneous or half truth information.  Please know the validity of your answer before posting. 

Also please know that every day a bug like this isn't handled expeditiously that you are angering your customers. This problem and many others make us purchase our own modems due to the lack of customer service found at Comcast.

Returning hardware to you is a dreaded process by millions. At this point I would rather buy a different modem than rent a gateway. Its also a reason i won't consider your cellphone service ( even when advertised as free).  The cost in time and frustration is too high.

Thanks.

That is interesting- I have to admit to being a bit skeptical since I have seen so many outright wrong Comcast statements…

- it’s only the vendor that updates the firmware

- Comcast cannot force an update

- just do a factory reset and it will pull the latest firmware

- we will schedule an update, just wait 24 hours

All incorrect, sadly.

I really hope your appointment is successful- PLEASE post your experience and outcome. 

Either it’s a magical fix using the November 1.05 firmware OR yet another fail to add to the list above, and we continue to reboot the G36 daily

Thanks for your update and good luck! 

Please let me know how this goes as well. I also have the G34 on ver 1.04 and experience frequent connection drops

@user_x6stn1​ Do you really think a Xfinity store employee has access to the firmware and has the competence to do the update?  You have way more faith in them than I do...

Might as well weigh in on this!  Exact same story as everyone else in this thread.  This is clearly and xfinity customer service issue, but its not being handled that way.  Its the old finger pointing thing.  xfinity's answer is give us more money by leasing the equipment for years from us.  Fix the problem!