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Question

network disappeared on G36

  • August 19, 2025
  • 2 replies
  • 43 views
H
The Many
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Hi, 

we have a G 36 router. Yesterday our network disappeared.  The router is getting a connection from our service provider.  There is a Wi-Fi signal coming from the router, but we are locked out of it.  On the app, it’s saying our network that disappeared is still active along with the password.     we have tried to turn off the router and reset the router, but it locks us out. There’s also a new guest network that wasn’t previous there or set up. 
 

I have tried to set up a chat with the company, but it still says it’s unavailable even though it should be open. Also all the links to the support pages are currently down


 

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2 replies

H
The Many
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  • HimegThe Many
  • Author
  • The Many
  • August 19, 2025

it is now saying the live chat is available, but there’s no way to initiate a conversation. There’s also no phone number listed to call

S
Wi-Fi Warriors
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Could you please confirm the LED light status on the front panel of the gateway?

To troubleshoot, please disconnect the coaxial cable and restart the gateway. Ensure the coaxial cable remains unplugged during this process. While the cable is disconnected, the LED light on the front panel should blink blue. At this point, check if the network names are being broadcast.

If the network names are still not visible, try performing a factory reset by holding the reset button for about 20 seconds without reconnecting the coaxial cable.

For further assistance, we’ve reached out to you via private message.

SURFboard Community Moderator Team
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