SBG7400AC2 briefly drops wi-fi many times a day

Question

Hi folks! Need a little guidance.

I recently changed over to using an Arris SBG7400AC2. My ISP (Xfinity) kept bugging me that I needed a newer modem (even though I had noticed no issues or changes using my previous one) and the SBG7400AC2 was on their list of supported devices, so I picked one up and have been using it for about a week.

The wifi speeds and connection strength are just fine, but several times a day the wifi signal cuts out completely. It pops back on quickly, within like 5-10 seconds, but it does drop fully for long enough to do things like interrupt my VPN when working from home, drop from the lobby if playing a game, lose voice chat connection, etc.

I only connect to the internet via wifi as the place I live is not setup for reasonable wired connections, and the wifi has always been plenty sufficient for my needs! Wondering what I can do to stop those intermittent losses of signal.

SURFboard Moderator · Accepted Answer

Would it be possible for you to connect a computer directly to the gateway using an Ethernet cable? This would help us determine if the internet drops only on the Wi-Fi, or if it affects both Wi-Fi and hardwired connections.

Make sure that the gateway is placed in an open area to minimize Wi-Fi congestion.

If you find that the internet drops only on the Wi-Fi, I would suggest trying to change the Wi-Fi channels to improve the connection

It would be helpful to try changing the Wi-Fi channels to reduce congestion and improve the connection quality.

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

https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SBG7400AC2-Changing-the-Wi-Fi-Channel

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