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Community Feedback

Share your ideas and feedback about the SURFboard Community

  • 11 Topics
  • 9 Replies
11 Topics
G
The Many
gleapmanThe Many
asked in Community Feedback
Bad link sent when registering

Message for Arris staff.The email I received to activate my registration had a bad link.  I had to guess at a fix to activate my account.  Here’s the link in the email:https://rn456h8s.r.us-west-2.awstrack.me/L0/https:%2F%2F%2Fmember%2Factivation%3Fuserid=20628%26token=91573edc85473ad93ad784e0312e1510/1/0101019515839ab2-caa8a1e1-3446-47af-a80e-11247e2adbf7-000000/QlETmPrh334etewqeaZZbjoOskk=414That switched in the browser to: https://member/activation?userid=20628&token=91573edc85473ad93ad784e0312e1510As you can see, there is no domain name.  I had to add community.surfboard.com/ before “member” to activate the account.

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S
Wi-Fi Warriors
C
The Many
Chris.BakosThe Many
asked in Community Feedback
Order Tracking / Order support for a modem I have not received

I ordered a Arris SB8200 about 5 days ago. My CC has been charged for the purchase, but I have not received any order status updates or tracking. I have received a “Tell us what you think about your ARRIS product” email asking me to review my not yet received modem. Any attempt to call or live chat about my order stats requires that I “check my warranty” status first which I can’t do because I have not yet received the modem. Any suggestion from within the community only loops back to the community. How can I get a simple order status on my modem?  Tags I can’t add include: Order, Order Status, Customer Support, Tracking

321
plemans
Juggernaut
C
The Many
CorinnecastelliThe Many
asked in Community Feedback
wifi router (dg9450) flashing purple

Hello! My DG9450 wifi router has unexpectedly started flashing purple and nothing I do can stop it or change it. My apartment complex and ARRIS online support won’t be available to help until Monday so I’m asking here to see if anyone has any advice on what to do. Other units near mine have wifi as well so I am just very confused!

291
plemans
Juggernaut
K
The Many
KingeorgeThe Many
asked in Community Feedback
no internet using arris docsis 3.1 modem

ISP  Xfinity.  Just happened today restarted modembypassed router to desktop pcContacted xfinity no outages in my area 

181
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Wi-Fi Warriors
B
The Many
batnashThe Many
posted in Community Feedback
DO NOT WASTE YOUR TIME OR MONEY ON ARRIS PREMIUM SUPPORT $89.99 for 6 Months

I purchased Arris’ Premium Support! Useless, calls routed to India with ? technicians some who speak NO ENGLISH!Techs could care less about your issues, problems or concerns. Made 2 calls for support, 1st call lasted 8 hours and 2nd call for 4 hours.At advise of the technicians, modem settings screwed up, devices that were connecting no longer connected! Techs request to call you back and never do.Far from a Premium Service!Will not be using their support number again. Have requested a refund for a useless non-existing service, So LONG ARRIS

311
S
Wi-Fi Warriors
plemans
Juggernaut
plemansJuggernaut
posted in Community Feedback
Xfinity Next Gen devices added

I feel like this should have been in the news section but xfinity added a bunch more Arris devices to the next gen list. These include: G20G34G36G54S34 See the whole list here: https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.08.14%20Full%20List%20of%20Compatible%20Devices.pdf 

540
plemans
Juggernaut
N
The Many
nawledgeThe Many
posted in Community Feedback
s33 Power Supply Faulty

Have you had to replace your power supply (12V 1.5A 5.5mm with 2.5mm + (pos) middle with -(neg) outside plug) for your S33 Modem?  Thumbs up is a yes.I bought an S33 Surfboard modem on 4/8/2023. On 8/3/2024 it stopped working. Reviewing the community blog it became apparent that the power supply was the likely cause. I replaced the power supply at my own expense and the S33 started working again.  

2880
N
The Many
J
The Many
joseplu2021The Many
asked in Community Feedback
My Dad Bill Lu brought the wrong new home network Arris DG3450 modem model

Hey there,My Dad Bill Lu brought the new home network Arris DG3450 because I need to check the Firmware on Router version but it's not working because of the 2017 release date version because of the lack of IPv6 because my Dad Bill Lu is so mean because of the wrong modem model because I am technical difficulties surrounding my modem because I have to talk to my Dad and Mom including Bill Lu and Mom Lu because I am having technical difficulties, technical issues, technical problems and technical concerns because of the lack of IPv6.Thanks! From,Joseph Can you send the Email and Mail message to my my Dad and Mom email address including Bill Lu and Mom Lu email address because of the outdated version.

271
S
Wi-Fi Warriors
A
The Many
Aznav48The Many
asked in Community Feedback
Arris Surfboard AC 1600 and an external hard drive to my Macbook.

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.

431
S
Wi-Fi Warriors
M
The Many
miridrukThe Many
asked in Community Feedback
password problem connecting to devices

Just got a new Macbook Air and can’t connect to wifi. Apple support said that wifi password needs to be changed. My Apple devices now say, the previous used password.is wrong.

261
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Wi-Fi Warriors
P
The Many
psylocyberThe Many
asked in Community Feedback
Why doesn't Arris provide real support?/Why is this forum mostly useless?

Although I applaud the person that originated the idea of outsourcing the support dept to unpaid customers, that was truly innovative.  Now, of course everyone does it.  In the old days no one would have the audacity to expect paying customers to have to provide their own support. Especially with known problems like the chances of someone knowing more than you could be as low as 1:1000 (admittedly in my case it’s more like 1:8)  But that’s assuming anyone actually answers your question.I’ve had 2 questions up for almost a month.  I got one reply each, right away.  The first person either didn’t really read my question, or maybe I phrased it incorrectly.  But I tried to answer their followup questions and restate my original question better, but never got the followup reply.The second person asked a simple followup question which I answered but also never got 2nd reply.I don’t blame the customers.  It’s not their job to answer my questions.But it should be somebody’s job.

571
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Wi-Fi Warriors
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