Are you attempting to connect using the default Wi-Fi credentials or a customized one?

Could you confirm whether the issue with connecting to Wi-Fi is occurring on a specific device or across all devices?

Please note that the Wi-Fi must be connected during the SBC app setup process; otherwise, it will result in an error.

I was just trying to set up the app so that I could try to figure out why my wifi reception is cut in half only 20ft away. I am receiving wifi on all devices, including my phone that I was setting up the app with. When I called customer service, your foreign employee wouldn't help me without paying for a tech membership (I think he said like $40/mo) because my product was not under warranty. That forced me to use this format, which is less than efficient. I will never buy another Arris product.

Please ensure the gateway is placed at a higher altitude and in an open area. 

Is the weak network connection on the 2.4GHz or the 5GHz network?

Try changing the Wi-Fi channels, as Wi-Fi congestion can affect the network.

Please find the link below, where you can find the steps to change the Wi-Fi channels.

http://arris.force.com/consumers/articles/General_FAQs/SBG6950AC2-Changing-the-Wi-Fi-Channel