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New G18 I've had provisioned by xfinity appears to be repeatedly attempting a firmware update, it'll start with the solid amber “receiving power" light, then switch to a blinking amber “firmware update" light, then a blinking green “aquiring downstream / upstream signal” light and then a solid blue light which should be where it stays but it'll quickly return to the blinking amber stage and then repeats everything again. I've tried factory resetting it multiple times but it does not help. I've considered that maybe the upstream or downstream power levels or SNR are too high or low but they all seem within spec

I was on the phone with Xfinity support for an hour when I initially got it and they could not determine an issue on their end, after leaving it for a night it fixed itself for a couple days but has started doing it again after a power outage.

Since the LED light began flashing after the power outage, have you reached out to the ISP to reprovision the modem?

You mentioned that all the signals are within range. Could you share the signal ranges for the downstream and upstream channels?

Same intermittent issue as above (wont stay connected), but without any power outage complications. I just received the G18 and tried to set it up using the Surfboard iPhone app (no joy). Then I spent 2+ hours on the phone with Xfinity, who found no solution on their end. I plugged back in the old SBG6782-AC for now (and it works fine).

I don’t want to return the new G18, but will do so and find another brand if Arris has no solution. It appears there are similar connectivity issues mentioned elsewhere - what can we do? Thanks!

Same intermittent issue as above (wont stay connected), but without any power outage complications. I just received the G18 and tried to set it up using the Surfboard iPhone app (no joy). Then I spent 2+ hours on the phone with Xfinity, who found no solution on their end. I plugged back in the old SBG6782-AC for now (and it works fine).

I don’t want to return the new G18, but will do so and find another brand if Arris has no solution. It appears there are similar connectivity issues mentioned elsewhere - what can we do? Thanks!

Could you let us know who your internet service provider is and the speed plan you have opted for?

Would it be possible to provision the G18 again? I would then suggest monitoring the gateway for 1-2 hours to see if it reboots. If it does, please remove the coaxial cable and check if it still reboots without the coaxial connected.

Note: The gateway should not reboot on its own if the coaxial cable is not connected.

 

 

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