G20 disconnecting and connecting every 30 seconds

Question

I’ve had the G20 modem for two months. It worked fine at first and then about a month ago there was one day where it was connecting and disconnecting intermittently for about 24 hours and then it resolved itself.

It started happening again yesterday. I have unplugged and reset the modem at least five times. Everything seems to be fine with the signal. The light on the modem remains blue the whole time but every 30 seconds it disconnects and then reconnect again. It’s been doing this for hours.

I’ve read in other places that this can be a common issue with the G20. I’m not sure what to do.

SURFboard Moderator · Answer

Would it be possible for you to connect a computer directly to the gateway using an Ethernet cable? This would help us determine if the internet drops only on the Wi-Fi, or if it affects both Wi-Fi and hardwired 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.

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