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Question

Arris Surfboard G36 Internet Keeps cutting out

  • February 3, 2026
  • 1 reply
  • 8 views
J
The Many
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I use this motem/router with Cox Cable’s 1GB gigablast plan.  Every day my WiFi has been intermittently cutting out where I’ve had to unplug to reset the motem over and over again.  I’ve contacted the ISP, and they aren’t seeing any outages regarding signal drops, and are saying this must be a router issue.  How can I get this issue resolved? 
 

Additionally, when it is working, my devices in the very next room are getting pretty lackluster MBPS download speeds.  In the middle of the night, the signal drops turn off my WiFi baby monitor which is a little unsettling.  Please let me know what I can do, as the ISP is saying this is undoubtedly a router issue.

1 reply

S
Wi-Fi Warriors
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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.

Make sure that the gateway is placed in an open area to minimize Wi-Fi congestion.

If you find that the internet drops on both Wi-Fi and wired, 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:

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

If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.

SURFboard Community Moderator Team
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