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G34 intermittant internet dropping/reconnecting

  • 30 March 2024
  • 2 replies
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despite numerous attempts to rectify this with troubleshooting efforts, the internet connection keeps periodically dropping out.  I use an ethernet connection to the router, and the ISP is Sparklight.  This is very disconcerting, since I am often teaching online when it happens!  I have rebooted the router numerous times, checked all cables, etc..  I can’t seem to get through to “customer support”  either.  I just bought this cable modem/router last month on advice of the ISP and it’s been very frustrating, to say the least.

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Best answer by SURFboard Moderator 1 April 2024, 22:56

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So you have intermittent connection issue even with direct connection and also with Wi-Fi. In this case we need to check the cable signal level on the modem GUI to isolate the issue and

http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels

For Wi-Fi you can also try changing Wi-Fi channel to avoid interference and that will also help you in getting internet consistently, please do follow the steps mentioned on the below article to change Wi-Fi channel and  After changing Wi-Fi channel as recommended on the link restart the modem then i would request you to monitor the connection for next 24hrs.

http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Changing-the-Wi-Fi-Channel

If the modem is under warranty you can reach out to Arris.com/consumersupport to get phone support.

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I will check this as soon as I can and see.  Thank you.  I just got ntoified of your response.