I recently purchased a G36 Surfboard Wi-Fi Cable Modem to use with my Xfinity internet service. Since I installed the modem, I have experienced multiple daily internet downtime. Xfinity can not find any issues on their end. Could something be wrong with the new modem?
Sharon Cooper
(Edited personal information)
Are the internet drops happening only over Wi-Fi, or are you experiencing them with wired connections as well?
If the issue is only with Wi-Fi, please ensure that the G36 modem/router is placed in an elevated position and away from obstacles like concrete walls or microwave ovens, as these can interfere with the Wi-Fi signal and weaken the connection.
If the issue occurs on both Wi-Fi and wired connections, we recommend 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:
http://arris.force.com/consumers/articles/knowledge/G34-G36-Cable-Signal-Levels
If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.
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