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G18 | G20

DOCSIS® 3.1 Gigabit Cable Modem & Wi-Fi® 6 AX3000 Router

  • 27 Topics
  • 64 Replies

G18 | G20 Announcement (2)

27 Topics
W
The Many
WildRaYsThe Many
asked in G18 | G20
new G20 set up

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.

281
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Wi-Fi Warriors
R
The Many
Rombus82The Many
asked in G18 | G20
install and set up G20 modem/router without mobile app

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

292
R
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S
The Many
Stowns0316The Many
asked in G18 | G20
Return/refund defective modem- G20

I purchased a modem on 3/10/25 at Best Buy. The modem stopped working correctly. Went to Best Buy on 4/12/25 to return. Was told it was past the 15 day return policy & we needed to contact Arris directly to return the item & get a refund. How do I go about doing so? Thank you!

253
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Wi-Fi Warriors
D
The Many
danjohnson116The Many
asked in G18 | G20
Connecting IOT device, need detailed log on G18

I have an Arris G18 router, trying to connect an Etekcity smart outlet. Would like to see a detailed log of why it is not able to connect. The logs I see do not have any information on devices connecting.

234
D
The Many
N
The Many
NsolowThe Many
asked in G18 | G20
G20 not connecting to internet

I’ve had my cable guy come out. I’m connected to the cable/internet . I’m trying to set up modem/Wi-Fi and cannot get it connected to my PC with ethernet cord.

811
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Wi-Fi Warriors
M
The Many
Msmithny83The Many
asked in G18 | G20
Unable to connect TCL tv with G-18

My TCL tv will not connect to Wi-Fi modem but my phone and the neighbors tv will. My TV will connect to a mobile Hotspot. So the how do get my TV to connect to my router

312
plemans
Juggernaut
F
The Many
FromanThe Many
asked in G18 | G20
On the new G20 I need to rename my stuff? and change my password? the link does not work?

Rename my router and add new password.

927
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Wi-Fi Warriors
Y
The Many
YngjspThe Many
asked in G18 | G20
G18 says no wifi connection

Called my provider they activated device on my network I go through the steps all the way to the end tells me I’m good I can connect to the modem but it is not providing connection even though my provider said it is receiving connection not really sure what else to do

1274
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Wi-Fi Warriors
B
The Many
bideThe Many
asked in G18 | G20
G18 intermittent connection / rebooting on its own

New G18 I've had provisioned by xfinity appears to be repeatedly attempting a firmware update, it'll start with the solid amber “receiving power" light, then switch to a blinking amber “firmware update" light, then a blinking green “aquiring downstream / upstream signal” light and then a solid blue light which should be where it stays but it'll quickly return to the blinking amber stage and then repeats everything again. I've tried factory resetting it multiple times but it does not help. I've considered that maybe the upstream or downstream power levels or SNR are too high or low but they all seem within spec I was on the phone with Xfinity support for an hour when I initially got it and they could not determine an issue on their end, after leaving it for a night it fixed itself for a couple days but has started doing it again after a power outage.

1323
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Wi-Fi Warriors
R
The Many
rliscoeThe Many
asked in G18 | G20
G20 first time setup

I don’t have a laptop to connect to the modem. Is there another way to get past this step?

882
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Wi-Fi Warriors
J
The Many
JkmerasThe Many
asked in G18 | G20
G20 says device is not capatible with Cox

I have tried to change to the device and Cox flags it as not supported. When I have them do it by phone it will not connect to the internet.

402
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Wi-Fi Warriors
T
The Many
tlochetto13The Many
asked in G18 | G20
change factory password on G20

how do I personalize the password for my Arris SurfBoard?

1512
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Wi-Fi Warriors
F
The Many
FromanThe Many
asked in G18 | G20
I cannot find the New G20 in the mobile app to set it up?

I cannot find the new G 20 in the mobile app to set it up?

436
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Wi-Fi Warriors
A
The Many
Arth2806The Many
asked in G18 | G20
conect

How to conect my modem i can't

483
plemans
Juggernaut
G
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gakeesThe Many
asked in G18 | G20
QR Code on G20

when I scan the QR code on the bottom of my new G20 it says “no usable data found”. Haven’t been able to connect to the internet however the G20 is showing as connected and secured in my settings.

281
plemans
Juggernaut
P
The Many
pasmokerThe Many
asked in G18 | G20
G20 - Slow speed internet connection

Not tech savvy. Purchased a G20 at the recommendation of Best Buy for gaming. I have a 600mbps plan. I'm only getting 6 download and 1 upload after swapping my previous router-modem. Talked to ISP and they're not sure. Is there a setting I need to change? I didn't see one on the website for the modem-router. Any help would be appreciated. Thanks.

1044
plemans
Juggernaut
F
The Many
fifi2154The Many
asked in G18 | G20
Unable to log into 5G network, only 2.4 on G20 Arris

Won’t accept my passwork when I attempt to use 5G, I’m only able to use 2.4 on my Arris G20 modem

662
plemans
Juggernaut
A
The Many
AndyAyyThe Many
asked in G18 | G20
Inconsistent website access with G20

Hi all, I purchased a Surfboard G20 to utilize DOCSIS 3.1 from Xfinity, but it’s been nothing but headache so far. After connecting it and activating via the Xfinity App, I’m only able to access specific URLs. Notably, any Google domain (like Youtube or Gmail) as well as wikipedia. No other websites will load at all. I called Arris support and they said it was corrupted firmware and had me exchange the modem/router at the place I purchased it. I did so, and the replacement has the same exact behavior. I spent 4 hours on Xfinitys tech support chat, and they have no idea what the cause could be. I suspect it’s some kind of DNS problem, but I’m not savvy enough to be able to isolate it further. A windows 10, Linux, Android, and ChromeOS device all share this behavior so I’m absolutely sure it’s not specific to any device. If it helps, here’s the output of an ipconfig: Ethernet adapter Ethernet: Connection-specific DNS Suffix . : IPv6 Address. . . . . . . . . . . : 2601:1c2:c103:ee80::d1b6

1541
A
The Many
P
The Many
PennycThe Many
asked in G18 | G20
No Internet connection on G18

G18 connection not working

601
plemans
Juggernaut
P
The Many
PennycThe Many
asked in G18 | G20
Internet not connecting

New modem is not connecting to internet

571
plemans
Juggernaut
M
The Many
mknewbyThe Many
asked in G18 | G20
Can't connect HP envy 45400 printer to new Arris router

Got a new router and now I can’t connect my HP ENVY 4500 printer. Is says something about adding the MAC address to the list of permitted devices for my wireless router? How do I access any information about my router?

381
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Wi-Fi Warriors
M
The Many
Motohead-121The Many
asked in G18 | G20
got a new g20 modem and im trying to activate it without using a app

Trying to activate modem with using apps

771
plemans
Juggernaut
C
The Many
ChazandtrinaThe Many
asked in G18 | G20
Arris G20 rebooting on its own.

Anytime I reboot this modem it intermentantlly goes on and off for several days before it finally stays on. I effectively have no internet for days. Is there a solution?

1266
plemans
Juggernaut
M
The Many
MikeFThe Many
asked in G18 | G20
Older extender compatible with G20

I have a Linksys extender RE7000 purchased about 4 years ago, but not able to connect. Is it compatible with G20 ?

121
plemans
Juggernaut
S
The Many
seggsc01The Many
asked in G18 | G20
IMMEDIATE REFUND?!

I purchased the new G18 Docsis 3.1 Modem/Router Combination 48hrs ago. I downloaded Surboard Central on iphone. Connected brand new shielded Coaxial cable wire tightly with a pair of pliers, plugged in power to unit and ran Ethernet cable correctly. I had my ISP send a tech to my home to ensure my home pathway was clear from THEIR equipment signals. It is. After 27 unplug, plug back in sessions and 14 factory resets I still cannot get out into the internet. I ran 10 brand new Samsung Smart TV diagnostics and all come back saying unable to source internet. An Entire weekend with NO WIFI OR INTERNET!! I took it back to Walmart where I paid for it brand new, with tax almost $200usd I want a refund. This app Surfboard Central you refuse to genuinely make product installation “ plug n play” easy is costing you millions. I'm going to pay the extra $50 and get Netgears product. Then, I'm going to Trash the hell out of Arris on my social media to all my followers with a video to SHOW them the

1501
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Wi-Fi Warriors

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