G34 | G36

All support links on the website send you in circles for warranty support.  Links provided in the community send you in the same loop or are dead links. How do I get support for a gateway I just purchased?

I work from home and rely heavily on my ability to access the internet reliably.  I recently switched from my rental Modem/Receiver from Spectrum to your G36 and maintaining a wifi connection has been spotty at best.  Since I am under warranty I need to return this device in exchange for another model with similar capabilities.  I’ve gone through all the community posts here for input and it seems that Arris SURFboard support will do just about anything, including ignore posts, to avoid a return or exchange.  The Live Chat and even the Support Phone number are either down or hidden.   Says a lot about the product and the company behind it.  I hope that this will not be the case here.  I look forward to hearing from support as soon as possible.

I’m having the same issue with a G36, using correct password won’t let me login, hope you find the issue. Not wanting to reset the modem to factory defaults. Looks like it still has some of the settings i had setup, wireless is still working, but the port forwarding is gone and the iPhone app won’t let me add it back. And even when it was letting me into it, it was SO SLOW, hard to believe this it commercial software, seems more like a very early beta….

Just bought/installed G34.  Did speed test just prior to shutting down xFinity Gateway.  910-920MB.  Then I installed G34.  Installation smooth and painless.  BUT, speeds are all over the place.  I have done 20-30 speed test so far.  Frequently the test shows 110-130, sometimes 200s, 300s, even 1 700, but I haven’t seen 900s and wonder if xFinity has dialed down my speed?

Does anyone know how to set up a G36 model with VPN on Surfshark vendor? 

I have a TP-Link TL-SG105-M2 unmanaged 2.5G switch connected to the 2.5G port of the Arris G36. Devices connected to the switch can access the internet just fine until they go to sleep. Upon waking up, the device will say it’s connected to a local network, but not the internet. Unplugging & replugging the switch resolves this.When a device is connected directly to the 2.5G port (no switch), it has no issues When the switch is connected to one of the Gigabit ports, it has no issues (besides the lower bandwidth) After setting my device to never fall asleep, it has maintained a connection for daysI’m using relatively new, short CAT6 cables for all scenarios. I believe the G36 is on factory defaults besides network name and password.

I need to check my G34 modem firmware any update?

New G36- streaming Hulu and video dropped 3 times, internet completely gone. Had to do a hard reset by unplugging modem twice. Then the third time I used to reset button. What is going on- spent over $300 for this piece of junk for it to be doing this? According to Xfinity the internet is fine. 

I subscribe to Fubo and recently we lost access to our locals and RSN, I can see the arris G34 modem thinks my Postal Code should be:{"postal":"06811"}Which is Danbury, Connecticut. I am 170 Miles north of Danbury.Fubo worked fine until last Friday, when my wife had to reboot to get the wifi back up, how did this Postal Code change and how do I change it to my Postal Code? Thank youDavid

I have the G34 model and I’m looking for a good/best Wi-Fi extender, thank you.

I’ve had the G36 for about a month. Overnight the wifi networks and passwords reverted to the factory default without me doing anything. The admin log in did not revert to factory default. Has anyone experienced this before?

Keep getting "Can not get password for admin from backend!" Error when trying to log into G34 admin page. Password and username are correct, and have logged in using them multiple times in the prior weeks without issue. Power-cycling does nothing, restarting router through ISP didn't change anything. Any tips, tricks or helpful insight would be much appreciated.

I’m looking at buying a ArrisG34 I see it’s compatible with cox cable but was wondering if I can connect it with just my iPad. I have no computer only iPad and iPhone. thanks, Eli

I have an old Toshiba with this chip:https://www.intel.com/content/www/us/en/products/sku/75439/intel-dual-band-wirelessac-7260/specifications.html It runs dual band and 802.11ac as you can see.I can't see the WiFi on the laptop: neither band shows up. I tried turning on secondary network and tried ALL encryption types and both bands, including Open access. No signal ever seen by laptop. I see them all on other devices, and no issues connecting. I see numerous other wifi networks in the area on the laptop and can connect no problem to other ones that are encrypted. Is this a compatibility problem that I don't understand?Arris chat has not yet been helpful.Thanks in advance.

I bought this following product in Amazon on December 23, 2022.  Since I connected this modem,  I am using 5g and 2.4G wireless as well as Wired connections.I receive intermittent internet interruptions,  Either I lose my internet or I get message on screen you are facing internet issues.  Don’t know how to connect it.  I verified channel bandwidth that is selected is 2.4 is on 20/40 and 5G is on 20/40/80 and dynamic channel selection disabled.Can any one please help,  why I am getting this issue with internet.  This is causing serious problems when I am on calls audio is dragged.  When I am watching TV I see Connection Problem message very often.Model I bought:  ARRIS Surfboard G34 DOCSIS 3.1 Gigabit Cable Modem & Wi-Fi 6 Router (AX3000) | Approved for Comast Xfinity, Cox, Spectrum & More | Four 1 Gbps Ports | 1 Gbps Max Internet Speeds | 2 Year WarrantySoftware Image Name:AR01.04.028.01.01_040121_724.NCS.20.X2

I guess my previous question/conversation was closedso I’ll reopen another one with more input (i am getting DMs from people asking me if this solved, it isn’t). Does any official person from Arris actually follows the messages or is this just the community? this was a reply to someone who DM’d me: I have NOT found a resolution to this.  I want it to work, especially since I'm past the return date. I have not reset to factory yet, because a simple reset/reboot of the router seems to fix it.  I had one stretch where it went 13 days without needing a reboot, but since that time it's back to reboot every 2-4 days.  I'm not a network engineer, but I still feel that this is an Arris issue, not Xfinity.  The G36 should be able to autocorrect itself, due to poor line conditions but doesn't.  Obviously I have no proof other than, when my system needs a reboot, I can s

I am Not Able to use to Linksys Wireless N Ethernet Bridge with Dual Band with G34-8905. At one point it was working, but only intermittently, now It wont work at all. Can anybody help me?

This is my 2nd of these modem/router. Having same problem as the first one. If I connect with Ethernet cable I get 1000mbps, if I use WiFi I get 55. Same issue I had with the first one that they said was defective. Reset a few times, talked to support which is very frustrating and still nothing. 5G doesn't even show up as a option to connect to but I can connect to 2.4 but only get 54mbps

Hello.  New to this.  I have Xfinity Internet 800 mbps. I bought a G34 Xfinity approved Modem/Router.  I am on my second modem/router where I am getting intermittent connectivity issues where the connection just falls of to 1-2mbps or nothing at all many times a day.  I have had Xfinity out inspecting signals, taps, etc. and “everything is fine”.   Wondering the followingWhat next steps can I take to troubleshoot and mitigate this? Is there a way I can run connection logs that I might interpret or provide Xfinity for troubleshooting?Really appreciate any assistance on this mind bending problem. Thanks! 

I have recently upgraded an 8 year old cable modem to an Arris G36.  This has resulted in greatly increased download speeds which is great.  But I have an issue I can’t resolve.  I have many wired Ethernet devices on my home network.  When these devices have been inactive for some time, maybe a few hours or overnight, they report as no longer connected to the Internet.It’s like the G36 has shut down those ports to save power.  If I unplug then re-plug in the Ethernet cable, the connection is properly restored.  But this isn’t a long term solution.Is there a setting somewhere to leave the Ethernet ports always on?Thank you,Alan RovnerVancouver, Wash.

I have a Brother MFC-L2740DW printer.  I used to have a Netgear 6250 router.  I was able to wirelessly print from my iPad or Android phone. Both devices were always on the 5ghz band.  I recently upgraded my router to an Arris G34, because my Xfinity speed has increased.  Now I am unable to wirelessly print, if my iPad or Android phone is on the 5ghz band.  I have to switch my mobile device to the 2.4ghz band first in order to print wirelessly.  Even though the Brother printer is only on the 2.4ghz band, somehow my old Netgear 6250 router was able to route the information from my mobile device on the 5ghz band to the printer.i am not sure why the newer and better Arris G34 router can’t do this.  Is there any way to be on the 5ghz band and wirelessly print? 

Just swapped out my old Netgear C7000v2 to a new Arris G34.  I have an Optimum 1,000 mbps line (Sadly not fiber optic) that supports both DOCSIS 3.1 and wifi 6.  On setup my new Modem light sequence is amber at first, then when trying to connect to the ISP it is flashing blue which means it is looked for a DOCSIS 3.1 connection.  It apparently fails to connect so then starts a flashing green light and connects to DOCSIS 3.0  Any ideas on how to get it to connect to DOCSIS 3.1  I’ve tried both resetting and rebooting.  

I’m self installing my surfboard G36 for the first time. My WiFi network is asking for my password. I don’t know what that is. Can someone suggest where to find it?

I tried to replace my S33 with a G36, wasted hours of my life to eventually rip out the G36.   Once it’s added to the mix, speeds are great both from wired and wireless.   The challenges are as follows:once it’s configured in the network, the management interface is basically useless, can’t connect or take 10-15mins to get to login page. if I get connected, anything I click on takes so long it comes back and says disconnected from gateway so I have to start again, more time wasted finally Once I connected and it held connection for a little bit, tried to setup a static ip for one host, the internet drops across wired/wireless regardless of browser used, they are all unsupported i tried online support and called support, the support level is less than ideal and do not get what the challenge is.   I have tried support both call in and chat multiple times, could not get resolved.  I have two options, get the device rma’ed, hop

How would I add my printer MAC address to the list of permitted devices for the SurfBoard G36?