G34 up/download speeds inconsistent

Question

I have an Arris SURFboard G34 DOCSIS 3.1 Wi-Fi Cable Modem
PN: SBG00DAY34
SN: 25A5 G748 ---- ---
ISP: Cox Communications (100 Mbps service)
Location: Alexandria, VA

Ookla Speedtest reports 100 Mbps one minute.
5-10 minutes later it's down to 20 Mbps.
5-10 minutes later, it’s back up to 100 Mbps

I called Cox.
After every router remote reset, the speeds tested at >100 Mbps 3-4 times in a row.
5-10 minutes later the speeds are down to 20 Mbps.

Cox is sending a truck out to check the cable leading to the house.

Is the problem with the Arris cable modem?
Is the problem in the coaxial cable?
Is the problem with Cox?

And why can't I do a firmware upgrade on this box?
It has to be over 3 years old.
Would new firmware help?

SURFboard Moderator · Answer

Are the internet drops and the speed drops happening only over Wi-Fi as well?

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 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/G34-G36-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.

While ISPs may have their own approved signal ranges, for this gateway to function properly, the signal levels must align with the acceptable values outlined in the reference article provided.

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