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Intermittent Internet drop outs with both high and low output signal levels on G36

  • 7 October 2023
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This is a new ISP, cable modem, and my Internet connection has been intermittently dropping since it was first  setup. My new ISP has checked and repaired all my new connections and the neighbors around me are not having any issues with their Internet. Today after three visits I saw what was happening with my output signal level when I lose connection and it increased by 15 t0 20 dbm and in the pas it dropped 5 to 10 dbm when I lost connection. Any ideas on what to do? Is the modem defective or is there any way to stabilize this output fluctuation?

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Best answer by SURFboard Moderator 9 October 2023, 22:17

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Hello crmatts

                       Are you facing intermittent connection on WIFI or even on direct connection so that we can isolate the issue. If this is happening on WIFI network alone you can try changing WIFI channel on the modem interface since you have done with all basic trouble shooting steps like restarting and resetting modem. If other Wi-Fi sources such as neighboring wireless access points are using the same wireless channel, this may cause intermittent connectivity issues, even if the competing signal is relatively weak. Changing the wireless channel within the  gateway can improve connectivity. You can follow the steps mentioned on the below article to change the WIFI channel on the modem.

                      http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Changing-the-Wi-Fi-Channel

If you have the problem with the direct connection then we need to check the cable signal level to confirm what causing this issue. So you can also use the link to find the signal level on the modem.

               http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels

SURFboard Community Moderator Team
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This was only on wired connections. Not drops on WiFi connections.

Craig

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Since you are experiencing intermittent internet connection on wired connection, I suggest you to check the cable signal levels to make sure all the signals are in range.

To check the cable signals, find the link given below:

  http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels

SURFboard Community Moderator Team

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