My internet goes out randomly and multiple times a day. The internet company checked and everything is fine on their end. I’ve factory reset the surfboard g34 and the internet works but still crashes and the app is telling me it cannot connect to the gateway after it told me it successfully did.
The app you are currently using is SURFboard Manager, which is an older version. If you follow the instructions carefully, you will find that the updated app is called SURFboard Central.
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 G34 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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