G36 losing an Internet connection

Question

I bought arris g36 in November of 25. i’ve been losing my Internet connection ever since it drops randomly. I reset it, pull the power cord. It works fine for a little bit then I have to do the same thing over again. I am hardwired to the modem that drops plus everything over to Wi-Fi drops. I called Xfinity. They came out and replaced all the cable wires and it’s still happening they put one of their modems in to see if it was the G 36 causing the problem and their mode worked fine. I’m still paying for this modem which was over $320. I’d like to get my money back and send it back to you?

SURFboard Moderator · Answer

Could you please confirm your subscribed internet speed plan and the name of your internet service provider?

When the internet connection drops, does it seem like the gateway is rebooting on its own?

Does the connection drops on both Ethernet and Wi-Fi?

We recommend reprovisioning the G36 and 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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