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mAX® (W21/W121) | mAX® Express (W11/W122)

mAX® Wi-Fi® 6 AX6600 Mesh Routers

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  • 225 Replies
80 Topics
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rays787The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Have no internet when setting up W121 ax6600 router connected toT25 modem

Have a Arris T25 cable modem with Xfinity 600mbps Internet/Voice plan.  I have a Netgear 6400v2 ac1750 router and everything runs great. I want to replace the Netgear router with a mesh W121 MAX ax6600 (P/N WR00ZAE21DB) which I have two units as one will be a satellite. I run the Surfboard Central App and follow directions (power down modem and router, modem cable to WAN of W21...) and go through the setup process fine until I get to end where it wants me to connect to newly created SSID which I called (Buddie’s) with my new password which I entered 100% correct. Can’t connect to the WIFI and am thrown to the Xfinity activation screen. W21 router blinks green and white at this time and when I checked Xfinity app to activate T25 modem it says I do not have an Internet plan when I do (Message from Xfinity app: (“You need xfinity internet to continue” exit activation). I did a chat with Xfinity and had them activate the modem but still couldn’t connect W21. I tried this with both w21 unit

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tgdavis5The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Unable to connect with SURFBOARD-Onboarding network on W122

During the install process I am unable to connect to the SURFBOARD-Onboarding network. I can’t find it on my available network list on my iPhone. I’m right next to my W122 that I’m trying to install and it’s definitely within range of my network. Please help. 

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Wi-Fi Warriors
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marsh955The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Unable to setup the SBC app on W121

I seem to have set up my Arris surfboard max w121 ax6600 and satellite correctly (both are showing a blue ring and I have internet access). At one point I had access to the Arris surboard manager and could see my network and run speed tests) but for some reason I am now unable to. I re-installed the app (orange colored) and clicked setup my wireless gateway device - provided my wifi network name and password and got a success you have successfully connected. clicked continue and got an error cannot connect to your wireless gateway. Provided my credentials again and got the error network connectivity to wireless gateway has been lost. Please try again.  Tried several times with no luck. Suggestions?

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Wi-Fi Warriors
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bryanh99The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
W121 - App will not remember my setup and hangs on "Add a satellite"

So many issues:  I can setup the initial router.  But it just hangs on “add a satellite” with “next” doing nothing. Cancel works just great.Assuming I give up on adding a satellite (which I am not) once the initial router is up and running (and working) if I exit the app on the phone and restart it, it wants to redo the entire setup of the initial router over again.Should I just return this ? 

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Wi-Fi Warriors
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rocklikevjThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Led went off and not able to connect to W21 when setting up

I have W121 MESH that I tried connecting. First W21 I tried connecting as main didn't connect for a while even after multiple resets. After 30mins the LED turned off completely and not sure if it is dead. Second one in the set I am able to connect as main and tried connecting the one with no led as a satellite but no luck. Is it dead? When I try to reset the LAN and WAN light glows and turns off. No issues with the power adapter. Please advise.

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dbozykThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Arris Surfboard w121 install additional satellite, hangs on add a new satellite

I have 2 w121 routers, i am able to setup the “main” router, when i go through the app (firmware: Edit : personal information). I proceed to install additional satellite, install now, select my w121, it goes to add satellite screen and does NOTHING after that. I have reinstalled the app, reset both routers, keep 2nd router off, tried with 2nd router on and also hardwired. It does not move forward from this point. I have reviewed there pdf, to ensure proper procedures are followed. This seems to be an issue with the app itself. Any help is greatly appreciated. 

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Lbwright1977The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
SURFboard W21 mesh router- enabling 2.4 GHz

How do I enable only 2.4 GHz on my SURFboard W21 mesh router, I’m trying to install my Arlo doorbell chime. And it needs to install on 2.4 GHz.  Thank you for your help!

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Wi-Fi Warriors
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aomelkoThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
How do i limit my wifi speed on W21?

Hello i have the W21 mesh router and i want to make my wifi speeds slower because im almost at my data limit for my ISP. If i use more than my threshold, they will charge me fees. How do i limit my wifi speeds? I have tried it on the surfboard central app and there are no such settings, and the surfboard max app doesnt work either. I assume the w21 isnt supported by that app. The surfboard central app has barely any functionality. I have had super cheap routers with much more capability in the settings. 

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plemans
Juggernaut
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eddavis2890The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
W121 router and satellite both offline

In the Surfboard Central app, both my router and satellie are appearing offline.I still have an internet connection and both lights are blue.I have rebooted the router a couple of times but no luck

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HamburgerChefThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
W21 firmware versions

Can you tell me the latest firmware numbers for the W21 series? I was gifted 2 of these and I’m trying to update the firmware. Apparently that is usually automatic, but I want to be sure. 

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Wi-Fi Warriors
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The Many
HamburgerChefThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Is there a way to disconnect individual devices on the network on W21

When I bring up the remove device page in the app, it only shows the satellite. I need to disconnect an individual device on the network not an entire W21. 

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ChuxAcctThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
ARRIS SURFboard mAX connectivity issue

When I try to access my ARRIS SURFboard mAX router, I get the following message:“The device or resource (the local IP-address for the router) is not set up to accept connections on port “HTTPS”.  I have been using the IP-address or xxx.xxx.xxx.1 on my local network.  Is that correct?  If not, what address should I be using?  If it is, how do I correct the issue?

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SurfboarderThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
W21 Online But not showing in SBC app. cant add satelite

Had one of my W21s go down after the software update bricked one of my routers.received my replacement, and have been trying to add the second replacement w21 router as satellite. unfortunately, the main router doesn't show in surfboard central. I only see the modem in the application, so it won’t let me add a satellite. the main w21 router is blue and connected to the internet; just doesn’t show up in the Surfboard Central Application; therefore can’t add the satellite.saw a similar post, but didn’t see the issue ever resolved. 

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Wi-Fi Warriors
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DorianzmThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Wi-Fi ranges on 2 W21 routers

So I'm new with these routers, and I'm wondering I have 2 of these. Can I put one where my modem is at and also one on the opposite side of my house. Will it make the range further if I do that. Also, these are only Wi-Fi 6 not Wi-Fi 6E, so I can't get the 6GHz with these correct? Also, to get its max potential I need cat6 cables not cat5E. Am I correct about this?

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mioppolo4The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
xfinity with W21 mesh system slow upload speeds

Have Xfinity Internet with an XB8 Xfinity gateway. This gateway is in bridge mode and I have a W21 mesh router connected to it. There’s currently 1 satellite attached to the system and I plan to add a second satellite.  internet plan is 500 mbs upload and 20 mbs download speed.I have a wireless security camera that is receiving a strong signal 52 dBm but has erratic upload speeds. Sometimes 14 mbs sometimes around 1 mbs upload speed. (Camera needs 2 to function properly). Ran through troubleshooting steps with Xfinity including swapping out Xfin modem with a new one without success. Thoughts on next steps?  

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kdpineThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Issues with wired backhaul on W21

I just purchased a new W21, I now have 3 W21 units in my mesh network. I am trying to confirm if the wired backhaul I setup to one of the units is working. But I cannot find anywhere in the app where I can check this setup.I am using version 4.3.3 of the app on my I phone. Is there anyone that can help me confirm the wired backhaul is working?

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jrahmThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
How to reinstall the app on W21

I have an established WiFi network at my house.  There are usually 20-25 devices logged on.  The network uses an ARRIS W21 with a W21 extender.  It has worked great for 2-3 years.  I have computers, cell phones, gaming systems, security cameras all successfully working.  I wanted to add a 2.4GHz (only) device and so i wanted to log into my router to momentarily disable the 5.6GHz band.  My Surfboard Central app was uninstalled from my cell phone, so i downloaded it and ran it but it hangs because the SC app can’t find the router.  I disconnected all the wired devices (not the cable modem LAN connection) and it won’t connect no matter what i do.  The error on my cell phone is: ‘Couldn’t find your mAX router.  We are not able to find your mAX Router nearby.’  Well, i’m standing next to it with WiFi enabled on my phone….NOTHING.  I’ve spent hours on this.  Please help me re-establish the Surfboard Central app so i can manage the router that is otherwise successfully working great.  Thank

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J-StizzyThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
W21(Dual pack)Can’t Get Ahold of Customer Support!!!

2 of my 3 W21 Sattelites suddenly stopped working. I called Arris a week ago they gave me a Case# and told me they would ship replacements out immediately. Received zero update, I’ve been trying to call ARRIS customer support but instantly get hung up on. And yes I have the correct number. I got it from this website. I go to check my warranty through the website and it won’t even let me input my serial number to issue a claim here. I go to check my case number and I just get a error loading page. Arris has basically made it impossible to contact them, get an update. I’m not sure if they care about their reputation or keeping customers but it’s looking like they don’t. Very disappointed. I’m hoping Arris will reach out to me to get this issue resolved.

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DawsManThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
switch issues dchp w21 router s33 modem

Problem is houses is wired up with RJ45 Cat 5 cables in all the rooms. Can connect router is any room with the modem in any room. But cannot get a wired internet connection from the switch to a console or computer. Xbox said that the problem was with DCHP settings. Notes should includethis is a wifi mesh system with a modem router and satellite.  network switch is a self managed switch so I can plug in the modem and router wherever and they figure it out.

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ec1980The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
mAX W21 mesh routers stop working suddenly

Both of my mAX W21 mesh routers suddenly stopped working early morning today. The Internet and modem are working fine (if I connect directly with an Ethernet cable to the modem) but the routers won’t even power up. Called Tech Support and they said many others have similar issues today and are escalating. Waiting for responses. No Wifi.

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The Many
Cyuw26eg1The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Surboard Max mesh wifi 6 AX6600 router simply stopped working - W121

One of my 2 Surboard Max mesh wifi 6 AX6600 routers simply stopped working. I’ve switched out power cables, no improvement, not a single light came on. Will I need a new unit? Any suggestions?

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enlarsonThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Max W121 setup issues

Hello:The setup app gets stuck with a couple different error codes when trying to install my new W121 mesh system.  First error code was 0006-1205.  Latest error code is 0001-1201.  The WiFi connection seems to be failing with my Android/Samsung phone.  I’m right next to the device and should have a good connection.  I’ve rebooted the W121 several times.  Switched to a second WAP and now get a different error code:  0000-1204.  The system does not seem to want to stay connected to my phone to be able to proceed through the setup.  Any advide would be appreciated.

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TatsujinThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
network name disappeared mAX router w21

Hi. Internet slowed down from the router, so I unplugged it for 15 seconds and plugged it back in. Network name disappeared and now appears as SURFBoard-Onboarding. Did reset on router, same thing. I did reset on modem thinking it’s the problem, which is of course is not the problem. Plugged the modem directly to TV to check if internet is working and it is. So now the problem is the router.Edit - it blinks green light. That’s it.What do I need to do to fix this problem? Been at it for an hour now. I have the app, and the screen is not updating at all. Still stuck on the last time it was at. So now I am so confused on what to do. Please advise, I did unplug the router for more than a minute and reconnected. I reset the router many many times. I just don’t know what to do. I also tried to add a new device and it is asking to be on the same network, which I did connect to the SURFBoard-Onboarding and nothing is going.Appreciate any help, please be clear with instructions. Thank you.

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Wi-Fi Warriors
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The Many
ChuxAcctThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Trouble logging in to W21 Mesh Router

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?

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The Certified
mhconleyThe Certified
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
SURFboard Central Error Code: 0015-1805 (redux) - W21

I posted this question 3 months ago:I recently changed phone from an iPhone XS Max to an iPhone 15 Pro Max. SURFboard Central was installed and working perfectly on my iPhone XS Max. When using SURFboard Central on my iPhone 15 Pro Max connected to my SURFboard Wi-Fi network I get the above error. The phone is connected to the Wi-Fi network. When I turn off cellular service I get the same error. If I choose Try Again I get the same error. If I choose Continue Onboarding I eventually get to a screen that says “To continue, manually connect to the (SURFboard-Onboarding) SSID through your mobile phone setting.” That SSID is not available and the phone is still connected to the SURFboard Wi-Fi network. How do I get out of this error loop without resetting my entire network and the several dozen devices connected to it?I thought I had found a solution:So I tried uninstalling the app, reinstalling it and connecting to my SURFboard S33 cable modem first. That worked and after entering my ARRI

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