Solved

I just installed a G36 modem on my Comcast ISP (setting it in Bridge mode).  After the fact I discover that many others have had connectivity issues with this modem, with the finger pointed at the firmware. And the finger pointing solution seems directed away from Arris toward the ISP. My firmware is what came installed when I bought the unit late last year : 01.04.288.01.01.NCSDoes anyone have newer firmware than that? And how bad are the connectivity problems?   

Hello, Yesterday afternoon my internet cut out and I have been unable to restore it. I checked with my ISP and they aren’t showing any outages in my area, and tried resetting my network on their end but are unable to communicate with my modem. The upstream light on my SB8200 consistently blinks despite resets and factory resets. I logged on to my Connection pages and Event Logs.On my connection page it shows Acquire Downstream Channel-813000000 Hz -LockedConnectivity State-In Progress- Upstream Parameters AcquiredBoot State-In Progress-UnknownConfiguration File-In Progress-Security-Failed-BPI+DOCSIS Network Access Enabled-Denied  My downstream and upstream bonded channels seem to have proper power and SNR outputs.On my Event Log Event Level 3 with description “No ranging response received - T3 time-out”Event level 5 with description “B-INIT-RNG Failure - Retries exceeded” Thank you for any help!

Need help connecting to internet

Cannot get DOCSIS 3.1 running on my new sb8200. Lights on the front always are green. Checked the event log and there are critical error saying the config file will not load.Have xFinity coming out on Wed. but don’t think they’ll be able to fix it unless the tech is aware of this issue and there is a fix.From what I’ve read others had this same problem - wondering how it got fixed so they get full speed and take advantage of DOCSIS 3.1.

I cannot the admin portal up on wired connection.  Looked through all positions - updated firmware, reset modem. User name and password found on the mobile app used on login page of admin portal. Splash screen stating “login first” appears for a moment and then back to overview page with login. Using chrome, which G36 doesn’t like so also tried MS Edge - same result. Need to check advanced settings in G36 as my child’s Yoto player no longer will connect to g36. 

The only change I made was factory reset. The Factory reset completed successfully. After reset the wifi SSID now reads ARRIS-2A8D, so I know it made some changes. I can access the iternet from this win11 desktop that is “wired.” But I cannot access Web Manager.  I haven’t used this modem router in 3 years, but my main router failed. I’m only using 2 ethernet cables. one coming from the outside fiber optic line that adapts to ethernet. Other ethernet cable is this plugged into this desktop. errorThis site can’t be reached192.168.0.1 took too long to respond.Try:Checking the connection Checking the proxy and the firewall Running Windows Network DiagnosticsERR_CONNECTION_TIMED_OUT I’ve tried downloading Arris surfBoard app on iPhone. I’ve tried scanning QR code on router/modem. invalid code the app says.I’ve tried other IPs, using command arp -aI’ve tried typing in password as the password. Do I have to use Coaxial cable to also connect? This router seems to be working as a hub like rout

I just brought a G36, now being told I need a firmware update to 1.05I see a lot of frustration out there about this.Xfinity tells me they do not do it. Not true I know.Where do I go from here?Bottom line for me should I just return the g36?Sorry if this is old news. I should have done better checking before buying it.

Hoping for some guidance here on what to do. Out of nowhere this morning, G36 just decided to stop working. We have Xfinity internet, they show no outages in the area. Tried power cycling the modem, didn’t help. Tried the reset button and holding that for 30,60 seconds, didn’t help. Not sure what to do here going forward, Cables all check out and are connected just fine. 

I bought my G34 September 2023 and it has been working on the Xfinity Network until 2 days ago, it went offline all of a sudden. I have disconnected from power source, tried to reconnect via Xfinity app and it just continues to be offline. I called Xfinity and they were no help, they want to send a technician to my home and charge me. I work from home and internet access is crucial. Please advise what I can do to get my G34 back online with Xfinity Network. Thanks. 

I’m trying to connect to my now modem and it’s connected to my internet provider but I can’t figure out how to get the password 

Problems with my SB8200 Modem (purchased 06/11/2023), I can no longer restart my modem without restarting it many times to get it to work. I have what is called a net reset device NetReset that would automatically restart my Modem and router everyday but can no longer restart the modem unless I restart it many times to get it to work.If you restart it or the power goes out it will reboot like normal with the 4 lights on the front all on solid when booted up from the top down Solid Green, Solid Blue, Solid green, and solid green and the light on the back will be blinking green like the internet is working but router tells me connected but no internet, even if you connect a computer or laptop directly to the modem it tells you the same thing connected but no internet.So then I have to restart the modem and have to do this many times, normally 4 to 5 times then it will work as long as it stays on, if you unplug it you have to do the same process all over again. And yes I have done a reset

I’d welcome any insight as to what may cause the 5GHz WiFi signal on the G36 to regularly provide slower (19, 27, 35 40, 65mbps, etc.) network speed than the 2.4GHz (72mbps). 2 Coax cable connected devices meet network speed service levels (Network is WOW, Service Level is 300/20.) Only two devices connected to 5GHz channel (1 Android phone, 1 Tp-Link Mesh WiFi Extender.) Other factors for consideration:Both frequencies are using non-congested channels in my area (they are the only signal on their respective channels according to the WiFi Spectrum analyzer.) Bandwidth selection set to Manual: 2.4Ghz is 20/40; 5GHz is20/40/80 Default settings for MU-MIMO enabled; DFS disabled Distance from the modem/router does not change these results (10 inches up to 50 feet.) Rebooting the modem/router does not change these results.I’m unsure of any other potential signal interference to consider. I’m unsure if this issue is a product Warranty Issue. I did achieve 433mbps speeds when I first install

I’m having trouble trying to log in to my ARRIS W21 Router.  MS Windows 10 identifies my router’s local IP-address.  When I try entering that IP-address into my browser, the message “Unable to connect.  An error occurred during a connection to (my router’s local IP-address).”  When I run Microsoft’s troubleshooter, it says “The remote device or resource won’t accept the connection.  The device or resource (my router’s local IP-address) is not set up to accept connections on port “The World Wide Web Service (HTTP)”.  I checked my firewall and don’t see anything preventing the connection.  I have rebooted the router several times with no effect. My local network is up and running through the router with all devices connected to the internet.  I have been able to connect to the router in the past but not now.  How do I correct this?

The title says it all. I no longer use Time Machine with my MacBook Air M2. I recently purchase the Arris  Surfboard AC1600. I have attached my external hard drive to the Surfboard but cannot locate it to sync with my MacBook. Any help would be greatly appreciated. Thanks.

Hi, I recently bought a second hand SB8200 and went to the events log at the web interface and noticed there's a constant 'FW update initiated' followed by a 'FW update failed due to incompatibility' every time I either reset the modem or every few hours or so. I'm aware I'm way behind in FW updates and that my ISP is supposed to update it, but for some reason it can't or it won't take it. I've talked with Xfinity agent through both their app and Reddit, the first telling me that they couldn't see the modem as online and the latter saying that the update Arris provided to them is not good and that this modem has a lot of problems with many ISPs so they couldn't do anything until Arris fixed it. I'm trying to get it updated cause from time to time I lose internet connection and apparently it's because it's trying to update itself but because it doesn't work, it resets briefly, enough to ruin games or streaming, and sometimes connection slows down permanently, needing a modem reset. I ho

I purchased the combo through Amazon. As soon as the window closed to return (1 month), it started dropping connections. After 6 service provider visits and nothing was resolved because the modem router would work and as soon as the tech would leave, it started dropping connections. Sparklight cannot update firmware and Arris won't. This is the only item that I have purchased from Amazon that is absolute junk and not cheap. NO ONE will address this issue.

Where do I find the Network and password to sign in on my computer?  It’s not on the bottom of my modem.

I have an Arris SBG8300. What make and model extender should I buy?

Wifi starts out really well (350mbps) then after a while it consistently drops  to a crawl  (~10MBPS ). See below, there is something very wrong with my Internet. Thousands of attempts within minutes (average of 6200).  Once I disconnect from wifi and reconnect, it goes back to normal speed until its gone… all over again to a crawl and repeat every few hours.  Advice appreciated 

I just bought an SB8200 and in addition to having issues with connecting to Xfinity during peak hours (still don’t have an answer on that from Arris or Xfinity) I am trying to download Fing.  When I go through the initial set up where it says it’s sending an email to download and set up, the email never arrives. Any suggestions?

I have spectrum internet at my lake house. 8 years ago installed a SB 6141, working great until last few months. now intermittent disconnections. I am guessing that the modem is likely outdated, and I need to upgrade? does this make sense?

I have a 34 gateway and the wifi and ethernet speeds are extremely slow compared to what I pay for. I have a 600mbps plan and I get 150-200mbps on wifi and 100 on ethernet on the second port as the 1st port I only get 50mbps if anyone has any ideas I would be greatful.

https://pastebin.com/embed_js/0ZtMiAxP   

I bought a new arris sbg8300 modem. When using it every 48 hours it disconnects the internet the light is still green and I have to unplug and plug the modem back to work again. It disconnects exactly same time all the time. I was thinking because on my arris app there is zero my devices connected, it thinks nothing is on so it stop connecting. I can’t add any devices on the app because are no choices to add my devices. When logging on arris on my computer it show what is connected. I rest the modem and that didn’t work. Any idea?

The surfboard central app is stuck on error code 1613 while trying to register a brand new SBG10 unit. I am able to connect to both the 5GHz as well as the 2.4GHz WiFi signals with my phone. I’ve tried the app while connected to both without any success. I am online and able to browse but how do I get access to manage my home WiFi primary and guest networks?