We bought this modem about two years ago. In June 2023 (about ten months after we bought it) the problem started. We would lose connection and then it would slowly come back. Since it was in warranty, I contacted customer service and they sent me a replacement. While I waited for the replacement to come, I borrowed an old Motorola modem from a friend. It worked fine, so I didn’t bother using the replacement Arris.

We moved some things around this past weekend so I figured I’d put the replacement Arris into use. It (the fresh out of the box Arris) seems to be having the same issue as the one it replaced. This makes me think it was probably not a mechanical error.

I took a video of the lights on the modem so that I could describe it in this forum. When the modem's working properly, there are five lights lit, but the second from the bottom, which I think is for the WiFi, flickers repeatedly. When we lose the bottom two lights, then 3 seconds later we lose the top three lights, so that all the lights are out. Then about 1.5 seconds later the top light, which I think is for power, comes back on, and then all the lights come back in turn.

My general impression is that when the internet is in higher demand the problem happens more frequently and when it's less in demand, the problem happens less frequently.

Any idea why this is happening? Any suggestions for how to fix this? Thanks.