Every month or so, the “Primary Home” password resets to its default. The other networks and all other settings, including the admin login password, remain intact.
Arris support blames Xfinity. Xfinity blames Arris.
Will someone fix or replace my G36 already?!?!
In this case to assist you better could you please help us with the following details
when did they start using the gateway, when did the issue started, what is the Firmware (FW) on their G36.
To isolate the issue, you can try performing reset for the Wi-Fi on the modem GUI. so please do login to the modem GUI or web interface of the modem then
select Troubleshooting > Restart/Restore > select restore Wi-Fi default
After resetting the Wi-Fi will go to default setup any custom settings will be removed so use the default network name and password to connect to your network.
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Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
