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I bought an Arris G34 about a  year ago and have had mediocre internet assuming it was the ISP because I live in a poorer neighborhood. I recently finished a remodel and had all new COAX installed ( RG6) through out the house to include two CAT6 lines to every room.

It wasn’t till I got a roommate who complained about constant internet drops and high ping spikes that I investigated more.

 

 

 

My signals are good and this was confirmed by Spectrum.

 

 

 

My ping is all over the place and this is confirmed by two different stability tests. Some spikes are over 1,000 ping.

 

 

Spectrum does list this router/modem combo as approved

 

 

Spectrum has also issued the most recent firmware for this product.

 

 

I am aware of the PUMA CPU lawsuit and issues with the Intel PUMA CPU.

 

These ping spikes are reflected on both Ethernet and Wifi for all products connected to this modem/router combo. 

In fact my wifi hotspot from my phone provides more stable internet connections and comparable speeds referenced below.

 

 

 

I am still under warranty. After calling customer support the solutions were as follows:

  1. (free) ship out my current model, wait a month, and then receive the same model with this known defect. Essentially go without internet for a month to receive the same unit with the same defect. Up on asking if they had fixed the issues with the PUMA CPU the representative told me they dont have that technical information about the product.
  2. (20$ shipping) Pay for shipping of the new model and a core charge of MSRP value (200$), and send my defective model after reception. Although im under warranty im expected to pay the shipping costs to have the new model shipped with a core charge and receive the same unit with the same defect.

Obviously im not going to have myself and my tenant go a month without internet. Im also not going to receive the same defective unit to deal with the same issues.

Please stand by you products and you decisions to run the PUMA chipset. It is not the customers fault Arris Company made this mistake. I would gladly buy another Arris product that does not contain a PUMA CPU given the company honors their warranty in reasonable fashion. I would like a full refund of the product (ill pay for shipping back) and would additionally pay the overhead to receive a higher quality model that does not contain the PUMA chipset.

A couple things.

  1. Your power levels are all over the the place. And you don’t include your upstream/downstream errors/issues. those tend to be line issues when I see a modem with power levels all over the place like that. You also don’t include the event logs that show long term connection back to the ISP
  1. You have the option of replacement. Doubt it’ll help. Every manufactuer I know has a free policy that takes longer because they have to get it back before shipping. Or you put down a deposit and pay extra for it faster. Thats your choice. Its not unique to Arris. 
  2. You could replace every line in your home but if the issue is the connection back to the hub, or the hub, nothing in your home will fix it. And even sometimes replacing all the lines don’t always fix it because the issue could be poor crimping on the lines. Its tougher to troubleshoot. Try moving the modem right to where the coax comes into the home so you know it isn’t anything in the home/walls (I’ve seen a screw through a interior wall cable). 

What are the power levels i’m looking for? Here they are as of today.

 

 

Here is the log as of today.

(Edited private information)

 

 

 

According to Arris I am within specifications.

 

Also according to Spectrum I have one of the best signals in the neighborhood.

Also I dont understand why I must get the same device? I will gladly pay the price difference between the G34 and a higher quality model. I will even pay shipping AND return the G34. The G34 is money lost in my eyes and I just want a functioning product.

well you only provided specs on 4 of the 32 channels. 

And if your wanting a different device, your best bet it to contact support. They’ll be the ones you need to deal with. This is the community support forum where members of the public try to help out a little. We’ve got zero pull 

Worst case, sell it and pickup a different device. Personally, I’d recommend getting a modem separate from the router. That way you control the firmware versus being locked in on what the ISP will push to a combo device

Yup, I bought a used CM1200 from Net Gear. Here are the stability tests now.

 

 

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