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G36 doesn't work with Xfinity and experiencing with packet loss

  • October 1, 2024
  • 1 reply
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R
The Many
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Hello,

 

As many other users I ran into a problem with intermittent packet loss.

 

Arris sent a replacement - both G36 units have loss.

 

2xXfinity modems + 1x CODA56 - no loss.

 

The issue is clearly with G36. Arris support is trying to blame Xfinity for incorrect signal levels and Xfinity is reasonably responding that their signal levels are good for other modems so Arris needs to fix it - and it doesn’t.

 

So what can be done?

Can I return that G36? Or can Arris fix that problem from their side?

 

Thanks!

Best answer by SURFboard Moderator

The logs are Values read by technicians from the internet provider end, since the logs are what the coaxial cable transmits and the log screen on the router is the translator so can be easily read by them, the coaxial cable is owned by the Internet service provider, we wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your G36. 

In this case could you please share us the modem cable signal level to check on this . 

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S
Wi-Fi Warriors
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The logs are Values read by technicians from the internet provider end, since the logs are what the coaxial cable transmits and the log screen on the router is the translator so can be easily read by them, the coaxial cable is owned by the Internet service provider, we wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your G36. 

In this case could you please share us the modem cable signal level to check on this . 

SURFboard Community Moderator Team

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