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G36 dropping internet because ISP had Wi-Fi turned off

  • December 11, 2025
  • 1 reply
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S
The Many
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The Arris G36 was dropping the internet daily even though the blue light was on when there was no connection and I cycled power often for it to work.  The signal power is ok. When internet worked WiFi was ok.  The ISP tech said my connection problem was that WiFi was turned on at my end but the Cable company had WiFi turned off from their end.  He turned it on and it has worked for about 6 hours now.  Is it likely that this will fix the problem long term?                                                  I asked about modem updates and He told me that user owned modem updates are not done by Mediacom and must be obtained from Arris by the customer.
 

 

Best answer by SURFboard Moderator

If you are referring to firmware updates DOCSIS standards dictate that the service provider must distribute firmware updates to cable modem devices.  The end-user cannot simply install an update like most other network-enabled devices.

ARRIS develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  ARRIS has limited control or visibility on distribution by the service providers.

Does the connection interruptions occur on both Ethernet and Wi-Fi? 

If it happens on both 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 gateway 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.

This topic has been closed for replies.

1 reply

S
Wi-Fi Warriors
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If you are referring to firmware updates DOCSIS standards dictate that the service provider must distribute firmware updates to cable modem devices.  The end-user cannot simply install an update like most other network-enabled devices.

ARRIS develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  ARRIS has limited control or visibility on distribution by the service providers.

Does the connection interruptions occur on both Ethernet and Wi-Fi? 

If it happens on both 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 gateway 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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