G18 | G20

I am unable to connect my printer to the wifi network.   I just installed a G18 Surfboard and my printer is a Canon Pixma MG6821.   The network shows up and is functioning on my computer.   But when I try to connect the printer, it doesn’t ask for the password and then fails to connect.   When I try to connect to other networks, it asks for a password.   Any idea of how to fix this?

I am having this issue too and looking for a solution.

I just got a new G18 Surfboard Wifi Modem but I am only getting 20 Mbs on speed tests when I am paying Optimum for 300 mbs.    I have called their tech support and they are getting normal speeds on their end.   They recommended I contact Arris support to optimize the modem settings.In addition to slow speeds, I am frequently needing to restart the modem because it stops providing internet.   The light will still be solid blue but nothing connects on Wifi or Ethernet.I am looking for solutions.

Hello. Cablevision Optimum is directing me to you. I am hoping I don’t need a new modem since I recently bought an Arris Surfbiard. Today I requested that Optimum increase my Internet speed to 300 MBPS, which they did and will start charging me for it. But the speed test does not show 300 Mbps for the download which it should, according to Optimum. They said my speed is fine on their end and directed me to the modem manufacturer. When I went on your website, I don’t see the product number of the modem that I bought. I’m trying to determine if I have to get a new modem or not. This is the p/n: SBG00DAY20RT. is this compatible? According to the optimum site I can use a DOCSIS certified DOCSIS 3.1 modem for all speeds.thank you for any guidance

So I just installed this G18 router/modem, and while I can see all the devices connected to my home Wi-Fi when I log in through the web interface, I cannot see them on the Surfboard Central app. The only device I can see is my TV which is connected by ethernet directly to the G18. I want to be able to put content restrictions/filters on my kids devices that are connected, but I am unable to do so because the app does not see them. Setting key words to filter out does not appear to be working through the web interface, so I really need the app to work. Please help! What am I missing?

I have tried a number of times to register a new G20 SBG00DAY20RT using the SN on the back of the device. When I do, I get an error message on the webpage that reads “The Serial Number and Model Number that you entered do not match. Please verify and re-enter this information again. In case of any difficulty, please call consumer support.” I called and left my phone number and other info. 

I recently installed G20 Docsis 3.1 Wi-Fi Cable Modem.   Phones, laptop, TV are successfully connected.   However, the Surfboard Central app does not have the G20 as a selection choice.   I have reinstalled the app,  still nothing see other Arris devices not the G20. I reviewed the forum and see this can be an issue with the app and the G20.   Please advise.  Do not really want to connect to the modem using IP address and would like to be able to get to it through an app.  

How does one get a replacement if the warranty information, once confirmed, is now not being confirmed ?  I have a screen shot of the confirmation from previous input.

What user ID and password do I use to connect to the Internet?

For those who would like a user manual for your G20, there is one available at Amazon’s website. Here is the link:  https://m.media-amazon.com/images/I/E1FvupHC7EL.pdf I couldn’t find one at the Arris website, so I went to Amazon to get one. 

I set up my G20 gateway (wifi router and modem combo) and it keeps dropping the connection periodically. Anywhere from every 5-20 minutes or so, it will suddenly cut out and I’ll lose internet access. I had to set this up through xfinity as the app didn’t work so I can’t really use that to see if there’s anything that stands out on the surfboard app. I’ve checked the coax cable and it seems fine and it was functioning properly with my last modem. I’ve done an internet speed test and when it’s working it says my internet is very fast. 

I placed an order from shop.surfboard.com for a G20 to replace my SBG7580, I screen captured the order #. Credit card was billed, no order confirmation or acknowledgment email received.  Yet a email to rate the product.  No email or phone listed for customer service. How does one check status and track an order?

why is the light flashing green all the time? 

I am unable to connect an HP 8600 with either MAC Filtering disabled, Allow-All, or MAC Filtering enabled, Allow, with the HP 8600 in the  Wi-Fi Control List. In both cases, a MAC Filter restriction message is displayed.

After discovering that the modem was rebooting every 5 or 7 minutes “exactly” I completed a “Restore WIFI Defaults” action this cleared this rebooting looping condition. Apparently the restore allows the firmware to reload clean defaults fixing erratic behavior like I was experiencing. My question is how can I determine what the actual cause that sent the modem into this condition in the first place? The modem is relatively new and operated great for a couple weeks before this problem occurred. I don’t want to have to do a restore everytime this happens going forward. Any suggestion would be appreciated. 

Hi!I am trying to get this modem registered, and it’s telling me the model and serial number aren’t matching.I need this fixed please. Justin

I’m trying to set up a site using my new SurfBoard G18 with XAMPP.  I was able to successfully open port 80 to outside traffic -- and verified that these ports were open with canyouseeme.org (see image) -- and ran the Apache web server, only to be met with repeated connection timeouts every time I attempted to connect to my external IP address.I poked some more around my router settings and found that certain security levels found in the Firewall settings would block or at least threaten to block HTTP ports (though I’m not sure this was part of the problem). I turned the router’s firewall off just in case. There were no changes and I still only got timeouts trying to use port 80.I experimented

Turned on bridge for G18 now i have no internet 

Just got my G20-6118. Tried to set up and while the primary green light at bottom lights up, neither my phone, via app, nor computer, will recognize device. I am using DECCA, which is somewhat priority to my community, and only access. On my old Motorola, it works fine, was trying to upgrade. Thanks

Have not been able to connect my printer to new modem router.  Printer works on 2.5g and has wifi WPS button

DHCP is not provisioning any clients on the LAN side.I had the modem activated via the ISP and when I manually set a static ip on the LAN network 192.168.0.20 with gateway and DNS settings, the internet works fine.But DHCP is not working. It does not work when I connect to the WiFi or when I plug directly into the modem with an ethernet cable. Any ideas? I’ve already tried disabled ipv6 and still nothing. No IPV4 addresses are being handed out via DHCP I checked to see if I can do a firmware update, but I don’t see any way to do that.

I can’t get into the Arris - Login.  I activated the Surf Board mobile app, but it only asked for my email, and did not ask for a password.  When I access the site, it asks for an email, and won’t let me type admin for a user and use password to login.  How do I find the password?  I tried doing a factory reset as well.

Just plugged in new surfboard device but it's not connecting to Wi-Fi 

I just got my surfboard G20 set up and running. Can I go in somewhere to change the password? The app just doesn’t work for me at all. I had to have my cable company activate the modem/router on their end since the app won’t let me. 

I will not have a mobile phone for downloading mobile app for installing device. How can I install device without a mobile app?