Have installed a G34 modem/router and have experienced delayed or interrupted online service. When using service provider "loaner" equipment, we do not experience those issues. The provider referenced similar problems other customers with G-series equipment had. Has Arris recently pushed firmware either causing or correcting this issue?
What are my options if this issue continues?
Best answer by SURFboard Moderator
There are several potential causes for internet connection drops, such as improper placement of the gateway, issues with cable lines like corrosion, or signal transmission problems from the internet service provider.
Do internet connection drops occur over Wi-Fi, wired connections, or both?
Before checking the gateway, ensure it has been restored to service.
If the issue occurs on both Wi-Fi and wired connections, we recommend checking the cable signal levels within the gateway. If the signal levels fall outside the acceptable range, they may be causing the connectivity problems 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/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.
There are several potential causes for internet connection drops, such as improper placement of the gateway, issues with cable lines like corrosion, or signal transmission problems from the internet service provider.
Do internet connection drops occur over Wi-Fi, wired connections, or both?
Before checking the gateway, ensure it has been restored to service.
If the issue occurs on both Wi-Fi and wired connections, we recommend checking the cable signal levels within the gateway. If the signal levels fall outside the acceptable range, they may be causing the connectivity problems 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/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.
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