G36 Dropping 5Ghz Transmitter

The same issue has been happening to us. Looking to hear what the resolution might be.

If I don’t get a prompt resolution from ARRIS on this issue I will return the Surfboard. 

I have the same problem. See the previous post!

To: SURFboard Moderator

As you can see by the screen shot below, both Dynamic Channel Selection and DCS Scan Interval are grayed out, once you change the Wi-fi channel.  So you can do one, or the other, but not both.

I’ve been experiencing the same issue (5 Ghz network simply disappearing) for a few weeks now.  I have a G36, which I bought in January 2023.  This problem is NEW, it did not occur until recently (about 3-4 weeks ago).  It has persisted with two different ISPs (I switched from Xfinity to Glofiber on 11/21/23).  The problem began occurring about 2-3 weeks before the switch.

The guidance provided by the moderator(s) has NOT worked.  I’ve done scans and manually set channels as detailed in the instructions link, with no resolution to the problem (if anything, it’s worse).  Sometimes the 5 Ghz network shows, and my computer tells me it can’t connect to it!

A previous problem with this G36 modem/router involved the firmware and the Xfinity ISP:  the internet simply shut down every 36 hours or so and I had to reboot it, until a firmware fix was pushed out (I was told).  I’m having a hard believing this new problem isn’t a result of a flaw in the router, or firmware version. 

The sheer number of people experiencing this problem on these message boards should be an indicator, Moderator, that it’s the product, not the user.  Might want to run some tests.  Needless to say, this will be the last Arris product I purchase.

Posting to add my frustration to the pile. This started happening for me after the immediately after this update was pushed out:
 

For me, both the 2ghz and 5ghz have slower speeds and intermittent drops. Interestingly, the 2ghz is faster at ~50mbs down vs the 5ghz at ~15mbs. I have random ping spikes and disconnects on both.

In attempting to narrow down the issue, I’ve tried all the a/b/g/n/ac/ax settings. Specifically when we to ax, none of my devices are able to connect to the 5ghz (but still can to the 2ghz). This used to work fine, and was the reason I bought the g36 as ax is wifi 6e if I’m not mistaken. 

Before the update, I was getting 300+ mbs on 5ghz with a silky smooth connection. After, and currently, it’s borked 90% of the time.

I also tried a full reset - as in pressing and holding the tiny button in the back until it reset the whole thing. It took maybe 10 minutes and wiped all of my wireless settings… but this method also fixed everything for me! I also cannot explain why - the settings are back to defaults but all of my devices can connect and I am getting 200+ mbs on the 5ghz. Very few lag spikes.

Thanks @RyanB036! I highly recommend anyone that’s having wifi issues with the g36 take the time to do this. It’s annoying, but I’m going on 12 hours now with no issues. I’ll definitely come back to report if that changes.

Unfortunately @vishal.shah is right. Only 5 days later the 5gz is back to being gone, and the last day or two were very unstable connections. I’m going to attempt to return this - should be within the 1 year warranty yeah?

Oh, thats not good..I bought it this month and having extended holiday return policy till Jan-2024, so should be fine to return. Any idea if calling to Arris Technical support helps, maybe some configuration change? Did any of you tried this?

I called Xfinity and they said everything is fine from their end and push some advance signals to boost up performance but of no help, so they said to check with Modem vendor .