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odd issue G36 - intermittent internet connection

  • June 11, 2025
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I have a G36 with Xfinity, purchased in 2023, been working fine. Two or three months ago, started noticing connection issues, everything would be disconnected from the WiFi network, I could restart it remotely through the app and it would start working again. The odd thing, is that it always says “your device is connected” in the Xfinity app, and their tech support says they see no issue.

it’s been happening more often, and now when restarted, it often shuts the WiFi network down again after 5 minutes or so. Can’t always do it in the app, have to go upstairs to unplug it. Ethernet cable plugged into desktop, that network goes down the same time as the WiFi.

 

Had Comcast reprovision it, and a tech came out to check, signal strength is showing no issues. Also have tried the factory reset button. Didn’t help.

 

the odd thing is my wife works from home, and after weeks of dealing with it in the evenings, she had her first issue during the day. Wouldn’t work for like 3 days, and then started working again, the day the Comcast tech was scheduled. And it’s been working fine for two weeks now during the day, but disconnecting in the evening for the last 2 days. Resetting it and then having Netflix time out after a few minutes of watching, over and over, is getting old.

 

Have confirmed that SIP is unchecked.

 

Are there any other troubleshooting steps I can try?

Best answer by SURFboard Moderator

Are the internet drops happening only over Wi-Fi, or are you experiencing them with wired connections as well?

If the issue is only with Wi-Fi, please ensure that the G36 modem/router is placed in an elevated position and away from obstacles like concrete walls or microwave ovens, as these can interfere with the Wi-Fi signal and weaken the connection.

If the issue occurs on both Wi-Fi and wired connections, we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

Cable signal levels are like the volume and clarity of a conversation between your modem and your internet provider. If the signal is too weak or too strong, it can cause communication issues—just like it would be hard to hear someone whispering from far away or shouting too loudly in your ear.

When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet

Please refer to the link below for instructions on how to check your cable signal levels:

http://arris.force.com/consumers/articles/knowledge/G34-G36-Cable-Signal-Levels

If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.

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Are the internet drops happening only over Wi-Fi, or are you experiencing them with wired connections as well?

If the issue is only with Wi-Fi, please ensure that the G36 modem/router is placed in an elevated position and away from obstacles like concrete walls or microwave ovens, as these can interfere with the Wi-Fi signal and weaken the connection.

If the issue occurs on both Wi-Fi and wired connections, we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

Cable signal levels are like the volume and clarity of a conversation between your modem and your internet provider. If the signal is too weak or too strong, it can cause communication issues—just like it would be hard to hear someone whispering from far away or shouting too loudly in your ear.

When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet

Please refer to the link below for instructions on how to check your cable signal levels:

http://arris.force.com/consumers/articles/knowledge/G34-G36-Cable-Signal-Levels

If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.


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