Surfboard app changed my login on G34

You use either the app or the browser. I don’t believe it supports both (like most should)

Thanks, plemans. I was on the phone with tech support for over an hour. The tech and I tried multiple times to reset the modem and failed. He recommended that I exchange it which I'm doing. I uninstalled the Surfboard app; I can do my own network setup. 

Failed to reset it? 
You pushed and held reset for up to 30 seconds while powered on? 
One other option is a 30-30-30 reset. You push reset while powered on for 30 seconds, then you continue to hold reset and power it off for 30 seconds, then you continue to hold reset and power it on for 30 seconds. 

You could try that. 

I was on the phone for over an hour with a Arris tech. We tried all that and the router finally wouldn't get back to normal operation, it just kept reverting to initializing modes, never got back to normal operation. I've already sent it back for an exchange. Fortunately, I still had my Verizon DSL router - I'm back to 2.75mbps max for the next few days after enjoying 180mbps for less than 24 hours.