Just upgraded to G36 from a SB6141about a week agoEverything seems to be working fine (450M down/10M up) for a few days (2-3 days) and then all connectivity slows down… Sometimes I will see 25M d/10M u other times it will be < 0 Down.Slowness is on both wired and wireless devices. Using my android phone to connect to the Surfboard app does not work (maybe i have to wait for more than 5 minutes for it to load) and I have to use a hardwired desktop to connect to the admin interface. If I restart the G36 (through the admin interface), everything works fine again, full speed. At times I thought it was the DHCP lease, 1d x 2.5 = 2.5 days, but I have no proof, yet. Thought i’d ask here instead of Xfinity since this seems to be G36 specific. Hoping someone else has a fix for this. Details: BOOT Version:CGR2.86C.635901.R.2007141716Core Version 0.0.0.0Download Version:01.04.028.01.01.NCSFirewall - default MediumSystem uptime (22h)WAN IPV4 - DHCP lease 13h (currently)WAN IPV6 - DHCP 13h (currently)

G36 and Xfinity -- every 2-3 days

I understand that you are having slow speed issue on both the direct and Wi-Fi connection, in this case i would suggest you to check the modem signal level on the modem interface since you have done with basic trouble shooting on the modem already, Slow speed occurs usually out of cable signal level, out of acceptable range and it will be resolved after the power level are adjusted by the service provider.

The bellow article will explain you the complete details about the downstream and upstream acceptable range and if the values are not in acceptable level tat can be corrected by your Internet service provider to get this issue fixed.

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

Hope this is helpful

So looking at:
Downstream QAM256
31 power levels are all -4.0 thru -6.4 (dBmV) and the 34.4 thru 35.08 SNR(dB)

UpStream 64QAM

Power Level , 36.01 thru 41.27 (dBmV) and the Symbol Rate (K Sym/sec) 3 x 2560 & 4 x 5120
These number all look to be within spec as identified in the FAQ.

I am currently experiencing slowness (xfinity speedtest 40M/s download). if I reboot the router, i’m betting i will get back up to 450M dl speeds
(took 3 days to hit noticeable degradation)

I am having the same problem as ii fred. Every 2-3 days I have to recycle the power on my g36 (connected to xfinity) because of lost packets. Xfinity tells me that up to 47% of my ip packets are being lost. As soon as I recycle the power, all looks normal in terms of response time.

This has be going on for sometime now and I am at my wits end. Can you remotely trouble shoot my modem? It’s still under warranty.

Thanks.

Uhh that's not the best answer(mistaken click), but misery loves company. Glad it is not just me.

Still an issue

Actual screensnips of the cable connection page and the event logs help

Here’s a sample…
reboot #1
Slowness then After reboot

	Slowness (12/22/2022 10am, 40M dl)				After Reboot (12/22/2022 10.30am)
Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)	Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)
4	375	-4.200001	34.345688	4	375	-4.099998	34.48357
5	381	-4.200001	35.083549	5	381	-4.099998	35.083549
6	387	-4.5	35.083549	6	387	-4.400002	34.92561
7	393	-4.400002	35.083549	7	393	-4.400002	35.083549
8	399	-4.700001	35.083549	8	399	-4.700001	35.083549
9	405	-4.799999	35.083549	9	405	-4.700001	35.083549
10	411	-4.799999	34.92561	10	411	-4.799999	35.083549
11	417	-5	35.083549	11	417	-5	35.083549
12	423	-4.900002	35.083549	12	423	-4.900002	35.083549
13	429	-5	34.92561	13	429	-5	35.083549
14	435	-5.099998	35.083549	14	435	-5.200001	35.083549
15	441	-5.200001	35.083549	15	441	-5.200001	34.92561
16	447	-5.5	35.083549	16	447	-5.5	34.92561
17	453	-5.299999	34.92561	17	453	-5.200001	34.92561
18	459	-5.299999	35.083549	18	459	-5.299999	34.92561
19	465	-5.200001	35.083549	19	465	-5.200001	35.083549
20	471	-5.299999	35.083549	20	471	-5.299999	35.083549
21	477	-5.200001	35.083549	21	477	-5.200001	34.92561
22	483	-5	34.92561	22	483	-4.900002	35.083549
23	489	-4.900002	35.083549	23	489	-4.799999	35.083549
24	495	-4.900002	35.083549	24	495	-4.900002	35.083549
25	501	-5.099998	34.345688	25	501	-5.099998	34.48357
26	507	-5.5	34.92561	26	507	-5.5	35.083549
27	513	-5.5	35.083549	27	513	-5.5	34.92561
28	519	-5.900002	34.92561	28	519	-5.799999	34.92561
29	525	-6.200001	34.345688	29	525	-6.099998	34.48357
30	531	-6.400002	34.48357	30	531	-6.299999	34.48357
31	537	-6.299999	34.345688	31	537	-6.200001	34.48357
32	543	-5.900002	34.48357	32	543	-5.799999	34.92561
33	549	-5.5	35.083549	33	549	-5.5	35.083549
34	555	-5.299999	35.083549	34	555	-5.20001	35.083549

Reboot #2
First set of data is when slowness, then numbers after a reboot, then numbers with no issues (3x). Just noticing in the “index” column of the “slowness” data, has duplicate Index #’s… Might be an issue with my sorta/cut/paste

	Slowness (12/26/2022 8pm, 12M dl)					After Reboot (12/26/2022, 8:05pm)				12/27/2022, 7:30am)			12/27/2022, 2:30pm)			12/28/2022, 3:36pm)
Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)	Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)	Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)	Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)	Index	Frequency (MHz)	Power Level (dBmV)	SNR (dB)
4	375	-4.400002	34.345688	17	453	-5.400002	32.962662	17	453	-5.400002	32.962662	17	453	-5.299999	32.962662	17	453	-5.700001	32.584778
5	381	-4.400002	35.083549	18	459	-5.5	33.062504	18	459	-5.400002	33.062504	18	459	-5.400002	32.962662	18	459	-5.799999	32.962662
6	387	-4.700001	34.92561	19	465	-5.299999	33.062504	19	465	-5.400002	33.062504	19	465	-5.299999	33.062504	19	465	-5.700001	32.962662
7	393	-4.599998	35.083549	20	471	-5.5	33.062504	20	471	-5.5	33.062504	20	471	-5.400002	32.962662	20	471	-5.799999	32.769611
8	399	-5	34.92561	21	477	-5.5	33.062504	21	477	-5.5	33.062504	21	477	-5.5	33.062504	21	477	-5.900002	32.962662
9	405	-4.900002	34.92561	22	483	-5.200001	33.062504	22	483	-5.099998	33.062504	22	483	-5.099998	33.062504	22	483	-5.5	33.062504
10	411	-5	35.083549	23	489	-5.099998	33.376591	23	489	-5.099998	33.376591	23	489	-5	33.486542	23	489	-5.400002	33.062504
11	417	-5.200001	34.92561	24	495	-5.099998	33.062504	24	495	-5.099998	32.962662	24	495	-5	33.062504	24	495	-5.400002	33.062504
12	423	-5	35.083549	25	501	-5.299999	32.321487	25	501	-5.299999	32.237156	25	501	-5.200001	32.237156	25	501	-5.599998	31.993563
13	429	-5.200001	35.083549	26	507	-5.700001	32.962662	26	507	-5.799999	32.962662	26	507	-5.599998	33.062504	26	507	-6	32.676208
13	429	-5.200001	35.083549	27	513	-5.700001	32.962662	27	513	-5.700001	32.962662	27	513	-5.599998	33.062504	27	513	-6.099998	32.676208
14	435	-5.200001	34.92561	28	519	-6.200001	33.062504	28	519	-6.200001	32.962662	28	519	-6.099998	32.962662	28	519	-6.5	32.676208
14	435	-5.200001	34.92561	29	525	-6.5	32.676208	29	525	-6.5	32.676208	29	525	-6.400002	32.676208	29	525	-6.799999	32.584778
15	441	-5.400002	35.083549	30	531	-6.599998	32.676208	30	531	-6.5	32.676208	30	531	-6.5	32.676208	30	531	-6.900002	32.584778
15	441	-5.400002	35.083549	31	537	-6.599998	32.676208	31	537	-6.599998	32.584778	31	537	-6.599998	32.676208	31	537	-6.900002	32.584778
16	447	-5.799999	34.92561	32	543	-6.099998	33.062504	32	543	-6.099998	32.962662	32	543	-6	33.062504	32	543	-6.400002	32.962662
16	447	-5.799999	34.92561	33	549	-5.799999	33.376591	33	549	-5.799999	33.486542	33	549	-5.700001	33.486542	33	549	-6.099998	33.376591
17	453	-5.5	34.92561	34	555	-5.5	33.486542	34	555	-5.5	33.486542	34	555	-5.299999	33.486542	34	555	-5.900002	33.376591
17	453	-5.5	34.92561	35	561	-5.299999	33.486542	35	561	-5.299999	33.376591	35	561	-5.299999	33.486542	35	561	-5.700001	33.486542
18	459	-5.5	35.083549	36	567	-5.5	33.486542	36	567	-5.5	33.834164	36	567	-5.400002	33.599354	36	567	-5.900002	33.486542
18	459	-5.5	35.083549	37	573	-5.5	33.486542	37	573	-5.5	33.715172	37	573	-5.400002	33.486542	37	573	-5.799999	33.376591
19	465	-5.400002	34.92561	38	579	-6.200001	33.486542	38	579	-6.200001	33.486542	38	579	-6.099998	33.376591	38	579	-6.5	33.062504
19	465	-5.400002	34.92561	39	585	-6.5	33.486542	39	585	-6.400002	33.376591	39	585	-6.299999	33.376591	39	585	-6.799999	33.062504
20	471	-5.400002	35.083549	40	591	-6.599998	32.962662	40	591	-6.599998	33.062504	40	591	-6.5	33.062504	40	591	-6.900002	32.962662
21	477	-5.400002	35.083549	41	597	-6.799999	33.062504	41	597	-6.799999	33.376591	41	597	-6.799999	33.062504	41	597	-7.200001	32.962662
21	477	-5.400002	35.083549	42	603	-6.700001	33.486542	42	603	-6.700001	33.376591	42	603	-6.700001	33.376591	42	603	-7.200001	33.062504
22	483	-5.200001	35.083549	43	609	-6.900002	33.062504	43	609	-6.900002	33.376591	43	609	-6.799999	33.062504	43	609	-7.299999	33.062504
22	483	-5.200001	35.083549	44	615	-6.799999	33.062504	44	615	-6.700001	33.062504	44	615	-6.700001	33.062504	44	615	-7.200001	32.962662
23	489	-5.099998	35.083549	45	621	-6.400002	33.062504	45	621	-6.5	33.376591	45	621	-6.400002	33.062504	45	621	-6.900002	33.062504
23	489	-5.099998	35.083549	46	627	-6.599998	32.676208	46	627	-6.599998	32.676208	46	627	-6.599998	32.676208	46	627	-7	32.584778
34	555	-5.5	34.92561	47	633	-6.599998	33.062504	47	633	-6.599998	33.376591	47	633	-6.599998	33.062504	47	633	-7	33.062504

I seem to have the same problem.

I am using the G36 with Xfinity. The device slows down and stops working every 2-3 days after which I need to power cycle. It works fine after that. Even otherwise, I see that some tabs do not navigate to the URL I am trying to open, the browser spins and displays a blank page. It usually works when I hit the refresh button.

I tried to troubleshoot with instructions provided by @SURFboard_Moderator but I don’t see anything wrong with the downstream and upstream signal levels.

I have another 2-3 weeks before the return window for the device closes, so need to figure this out in the next week or so or prep to return it. Would appreciate any help.

Agree, my return date is coming up Jan 31

If there is something in the logfiles I can try and include, but I have read reddit complaints and I don't think this is new, just new to me.

@ii fred You didn’t include any of the errors/code words. Or the logs. those are key

@plemans what particular parts in the logs are you looking for ? The article that was listed did not point anything specific out to look for in the logs.
I’m just a little hesitant to posting the full log on an open forum.

t3, t4 errors. power window violations, etc. Those tend to indicate line issues.

there’s others too but they need to be taken as a whole in conjunction with the line info to help figure it out.

@plemans
Part of today’s logs when the slowness happened (event logs lower). Only changed IP & MAC Addresses below

=-=-=-System logs =-=-=-=-=-

GUI: User:admin login
01/10/2023 09:59:19 Notice

IGD: config.utapi s_add_portmapdyn: add entry (index 1): add/overwrite entry param portmap_dyn_1 value:enabled,none,9308,my.ip,9308,udp,540000,1673373230,my.ip:9308 to 9308 (UDP)
01/10/2023 09:53:50 Notice

IGD: config.utapi s_add_portmapdyn: add entry (index 1): add/overwrite entry param portmap_dyn_1 value:enabled,none,9308,my.ip,9308,udp,543600,1673369624,my.ip:9308 to 9308 (UDP)
01/10/2023 08:53:44 Notice

IGD: config.utapi s_add_portmapdyn: add entry (index 1): add/overwrite entry param portmap_dyn_1 value:enabled,none,9308,my.ip,9308,udp,547200,1673366018,my.ip:9308 to 9308 (UDP)
01/10/2023 07:53:38 Notice

IGD: igd.info IGD_pii_get_traffic_stats: Enter
01/10/2023 07:34:21 Notice

IGD: igd.info GetTotalBytesSent of WAN1
01/10/2023 07:34:21 Notice

IGD: igd.info GetTotalBytesReceived of WAN1
01/10/2023 07:34:21 Notice

IGD: config.utapi traffic stats: bytes sent 1021900550, rcvd 2147483647, pkts sent 4779924, rcvd 5946833
01/10/2023 07:34:21 Notice

IGD: config.utapi traffic stats: bytes sent 1021900438, rcvd 2147483647, pkts sent 4779923, rcvd 5946832
01/10/2023 07:34:21 Notice

IGD: config.utapi traffic stats: bytes sent 1021900438, rcvd 2147483647, pkts sent 4779923, rcvd 5946830
01/10/2023 07:34:21 Notice

IGD: config.utapi traffic stats: bytes sent 1021900384, rcvd 2147483647, pkts sent 4779922, rcvd 5946827
01/10/2023 07:34:21 Notice

=-=-=-= Event Logs =-=-=-=-

No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 10:02:52   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 10:02:28   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 10:02:28   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:56:03   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:55:39   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:55:39   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:49:15   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:48:51   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:48:51   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:42:03   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:41:39   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:41:39   Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
   01/10/2023 09:41:00   Critical

No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:35:14   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:34:50   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:34:50   Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
   01/10/2023 09:29:02   Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
01/10/2023 09:29:02 Critical

No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:28:26   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:28:02   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:28:02   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:21:37   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:21:13   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:21:13   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:14:49   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:14:25   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:14:25   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:09:36   Critical
CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:09:32   Notice
DS profile config update. DS Chan ID: 48.;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:09:28   Notice
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:08:00   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:07:36   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:07:36   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:01:11   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:00:47   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 09:00:47   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:54:23   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:53:59   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:53:59   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:47:34   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:47:10   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:47:10   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:40:46   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:40:22   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:40:22   Critical
No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:33:58   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:33:34   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:33:34   Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
   01/10/2023 08:33:07   Critical

No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:27:09   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:26:45   Critical
Ranging Request Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:26:45   Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
   01/10/2023 08:23:48   Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
01/10/2023 08:23:48 Critical

No Ranging Response received - T3 time-out;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:20:21   Critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=my:mac1;CMTS-MAC=my:mac2;CM-QOS=1.1;CM-VER=3.1;   01/10/2023 08:19:57   Critical
ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
   01/10/2023 07:33:07   Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
01/10/2023 07:15:48 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
01/10/2023 07:15:48 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
01/10/2023 06:31:04 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 82
01/10/2023 06:04:29 Critical

ti_dhcp6c: 72001011-DHCPv6 - Missing Required Option 24
01/10/2023 06:04:29 Critical

Not sure of the implications of (first of 4 pages):

CM Error Codewords

Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
132977025	0	0
140196789	0	6896
140205716	0	7398
140203746	0	6776
140226366	0	7811
140225876	0	7572
140249335	0	8489
140228453	0	7080
140256686	0	8403
140233015	0	6636

seems to indicate line issues with the logs and errors

Some of you are way more advanced and technical than I can understand. All I know is that my G36 was working great for a while and then most recently I would have to power off and on to get it moving but when I checked my speeds they were in the 2 digits, like 11 or so and I am paying xfinity for 200Mbps. The maintenance guys kept telling me it could be the modem/router so I rented the Xfinity Gateway and my speeds are back to 198Mbps +/-.

So many complaints like this on the reviews and Arris now wants to charge you for any consultations and that is just not right. I don’t think I want to purchase any more Arris items.

I just want to know if there is a way to test a modem/router for problems. Is there a particular maintenance type that can check it?

Interestingly this seems to be happening to my SBG6782-AC too. I”ve created a new topic on this issue too. Although I don’t have anything new to add to this thread I’ll post anything that will work for my situation.

Also having this exact same issue. So +1 from me…

Seems as though there is still no actual solution posted anywhere? My old modem and router worked flawlessly and never had to be reset, so this has to be a G36 thing…

What say you actual Arris people? What’s the plan to investigate and fix this for the people unfortunate enough to have this issue?

Thanks

Just had a thoroughly unhelpful chat with a support tech. Asked me for my logs from the Connection>Status>WAN page and to copy in the upstream/downstream values.

Said that my downstream signal values looked good, but the upstream did not. I was getting like 44, and that they should be 45. All my subsequent internet research into DOCSIS3.1 modems shows that anything from 40-50 should be fine.

They told me to call Xfinity to have them :”re-provision my device”. To which I asked several more questions about how being only 1 dBmV away from the upstream recommended spec would cause my modem to need to be rebooted every 2 days. To which they responded “only they can adjust power levels” Then the chat was cutoff abruptly

So I feel like I was paid some lipservice, and they don’t know or care about getting things fixed.

Transcript of the relevant portion of the chat below (which was emailed to me a few minutes after the chat ended)

And one more annoying thing about the chat system, was that to get into the chat, you have to enter your model and SN of your device. I did that on one screen, and then had to do it directly in the chat with the tech. I understand the need for Tech’s to verify that the device is under warranty to have support, but thier system can’t carry that over? So for anyone who wants to initiate a chat, be sure to copy your SN from the first screen so you can paste it into the chat window…

With that said, until I was cutoff, I did feel like the support tech wanted to help me find a solution. So that was helpful in some senses.

Anyway, I guess I will now call Xfinity to see if they can “re-provision” my router, and try to explain upstream signal Power Levels to them and that apparently mine were too low. I’ll post back here if there are any updates…

For anyone still having this issue, suggest going through the Arris support chat and seeing if you get the same solution provided… And then maybe call Xfinity to have them “re-provision” the router.

Please do report back if you have better luck!

( 14m 46s ) Sridevi S: Thank you for the information. Based on the values you have provided the downstream power and SNR values are in the acceptable range. But the upstream power level is almost near the acceptable range. It should be between 45 dbmv and 51 dbmv. Since it is 44 dbmv, I request you to contact your service provider and ask them to try re- provision the arris device.
( 15m 20s ) Me: Would that really lead to a slowness every 2 days that is fixed by rebooting? That does not seem to make sense to me...
( 16m 21s ) ME: And when you say "re-provision
( 16m 40s ) ME: "re-provision" what exactly does that mean? What exactly do I need to ask Xfinity to do?
( 18m 20s ) Sridevi S: Yes, for the cable modem to work properly, the cable signal should be in the acceptable range. If the cable signal fluctuates, then it will cause intermittent connection, speed issue and sometimes no connection at all.
( 19m 8s ) ME: Right. But how will me calling Xfinity fix this? Do they set the power levels in the modem? I'm just not understanding how Xfinity can set powerlevels in my modem?
( 21m 51s ) Sridevi S: Yes, they are the one who send the cable signals to your device via coaxial cable.
( 22m 9s ) Sridevi S: Only they can adjust the power levels.

CHAT ABRUPTLY ENDS.

...

Wow, thank you all for continuing the discussion, apparently I am not being notified when someone replies.

I get if a signal is slightly off, but when I reboot the g36 the numbers are the same or close enough and working at full speed again. It is a degradation of service overtime. I will monitor my speed with xfinitys speed test and as time passes the speed becomes slower.

However when I have to reboot due to loss of network --- some of my devices say no DNS. I don't know how to troubleshoot if this is because of lack of connection to Xfinity vs actual lack of DNS service.

I believe this is a G36 issue because I do not see this issue searching the other non-surfboard Xfinity supported cable modems. OR the other companies have found a way to overcome this issue.

CM Error Codewords

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