In this case to check on this further you can check the cable signal level on your modem GUI by accessing modem interface and using the signal level we can confirm to the ISP tech whether the issue is on the modem or else with your ISP configuration?

Is this Arris’ typical canned response when you pedal in defective modems? 
 

I wasted eleven hours of my time trying to troubleshoot my internet connection and six of your tech support people told me ad nauseam that the cable provider was at fault. They even had the nerve to tell a twenty-five year tech veteran he didn’t know what he was talking about.

At the end of the day, Arris had the audacity to charge me for a replacement for their defective equipment (tier two determination, not mine) just in case I decided to keep their junk because it looked so stylish on my mantle.

I purchased a $400 Eero 6e mesh system to try and boost a signal that was impeded because of Arris’s defective modem. 

I’m out $1,400 and not even a proper apology from Arris for causing this. 

Then to add insult to injury, when I voiced my displeasure with the tier two tech support he has the nerve to tell me that if I hadn’t spoken to him I would have been asked to pay for shipping me a new modem.

Is it me, or does Arris sound like a company you’d like to purchase anything from?

Did you get the arris working? 

A question I was going to ask what how are you testing the speeds? What device? Website? Wired/wireless? How are you running it? (aka going g36->eero? g36-->device? )

Those are key questions when discussing speed test results. 

(The eero 6e is pretty rock solid but doesn’t have a 2.5gig output port so won’t see greater than gigabit speeds)

Arris sent me a new G36 because the original one I purchased from Amazon was defective.

The Eero 6e is wired to the Arris G36 2.5 Gghz port and Eero can do a speed test of the data coming into the 6E via it’s App. I can also wire my computer to the G36 2.5 port and get the speed.

The eero was more of a statement. It does have a 2.5g input port but only a single one. So anything hardwired to it will be limited by that. 

plemans

Thank you for getting back to me.

I hard-wired my computer directly to the Arris G36 2.5 Gig port to test the speed out of the modem. The Eero 6e Main pod is wired into the 2.5 Gig port so I’m getting optimal speeds converting to wifi.

After Arris sent me a replacement modem, I finally received Comcast's full 2 gig speeds.

As much as I detest Comcast because they seldom deliver on their promises, I was fortunate to get a senior local tech who visited my home several times to assist with this troubleshooting process with Arris.