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Question

G36 frequent, intermittent internet drop

  • July 26, 2025
  • 4 replies
  • 82 views
A
The Many
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I just purchased and installed a brand new G36 wifi cable modem. It intermittently but frequently drops the internet, both on wired and wireless connections, across a variety of devices. Every 7-8 minutes it drops the internet and then remains without internet for about 1.5-2 minutes before reconnecting.

I have gone through the following support pages for a fix, tried every potential solution or spec check listed, and nothing has worked:

One Two Three 

I have also read through others' similar posts on here and tried several other suggestions. Again, to no avail.

The modem is elevated and out in the open, right next to my smart TV (one of the devices connected and dropping, both wired or wireless). All my cables and cords are relativly new, free of kinks or other issues, and hand tight. The signal levels are within range. This was one of 3 devices listed by my service provider (Xfinity/Comcast) that is compatible with my service plan. My download speed is up to 1100mbps and upload speed is 300mbps.

I decided to try this Arris option, from a company I'd never heard of, instead of going with a netgear like I usually do, because it got decent reviews and is a combo unit. Now I'm regretting that decision. I previously had a netgear cm700 modem and a netgear router; the modem stopped working. 

Any additional assistance would be greatly appreciated because otherwise I'm going to return this modem and try something else. Thanks.

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4 replies

R
The Many
  • RodHar00The Many
  • July 27, 2025

I don’t remember the factory setting, but seem to recall the initial setting for LAN-side DHCP lease time being quite brief (maybe it was one hour?).  Short leases might be fashionable these days for reasons I haven’t considered, but its not the way I run my network.  As a suggestion, log into the G36 and see if increasing that time helps.  I remember setting mine to one WEEK - one of these days I’ll renew the lease in the middle of the night to get a non-disruptive renewal cycle going.

You might also want to poke around in the status of the WAN side to see if your ISP has intentionally or accidentally set a similarly small lease timeout.  I don’t have the G36 here with me now to try to locate where you’d see that status information.

Alternately, or additionally you could set one or more of your devices to fixed IP to avoid the lease just as an experiment.

-Rod
A
The Many
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  • als52The Many
  • Author
  • The Many
  • July 28, 2025

Thank you for the suggestions, I'll give this a try.

S
Wi-Fi Warriors
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I don’t remember the factory setting, but seem to recall the initial setting for LAN-side DHCP lease time being quite brief (maybe it was one hour?).  Short leases might be fashionable these days for reasons I haven’t considered, but its not the way I run my network.  As a suggestion, log into the G36 and see if increasing that time helps.  I remember setting mine to one WEEK - one of these days I’ll renew the lease in the middle of the night to get a non-disruptive renewal cycle going.

You might also want to poke around in the status of the WAN side to see if your ISP has intentionally or accidentally set a similarly small lease timeout.  I don’t have the G36 here with me now to try to locate where you’d see that status information.

Alternately, or additionally you could set one or more of your devices to fixed IP to avoid the lease just as an experiment.

Adding to this, 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.

Cable signal levels are like the volume and clarity of a conversation between your modem and your internet provider. If the signal is too weak or too strong, it can cause communication issues—just like it would be hard to hear someone whispering from far away or shouting too loudly in your ear.

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:

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
A
The Many
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  • als52The Many
  • Author
  • The Many
  • August 1, 2025

If you read my original post, you'll see that I checked the levels and they're within the rec'd range. I bought a new netgear modem and it is working perfectly fine. So I will be returning the G36. 

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