I just got a new G18 Surfboard Wifi Modem but I am only getting 20 Mbs on speed tests when I am paying Optimum for 300 mbs. I have called their tech support and they are getting normal speeds on their end. They recommended I contact Arris support to optimize the modem settings.
In addition to slow speeds, I am frequently needing to restart the modem because it stops providing internet. The light will still be solid blue but nothing connects on Wifi or Ethernet.
I am looking for solutions.
Best answer by SURFboard Moderator
Since the issue occurs on both Wi-Fi and wired connections, we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/G18-G20-Cable-Signal-Levels
The cable signal levels displayed on the interface page reflect the signals being transmitted by your Internet Service Provider (ISP).
If you notice that these signal levels are outside the recommended range, we suggest contacting your ISP to have them reviewed and adjusted accordingly.
While ISPs may have their own approved signal ranges, for this gateway to function properly, the signal levels must align with the acceptable values outlined in the reference article provided.
Since the issue occurs on both Wi-Fi and wired connections, we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/G18-G20-Cable-Signal-Levels
The cable signal levels displayed on the interface page reflect the signals being transmitted by your Internet Service Provider (ISP).
If you notice that these signal levels are outside the recommended range, we suggest contacting your ISP to have them reviewed and adjusted accordingly.
While ISPs may have their own approved signal ranges, for this gateway to function properly, the signal levels must align with the acceptable values outlined in the reference article provided.
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