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

mAX® Wi-Fi® 6 AX6600 Mesh Routers

  • 69 Topics
  • 177 Replies
69 Topics
S
The Many
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. 

3
S
Guardians of the Gateways
28 days ago
D
The Many
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?

1
N
Rockstar!
29 days ago
M
The Many
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?  

2
M
The Many
1 month ago
K
The Many
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?

3
S
Guardians of the Gateways
1 month ago
J
The Many
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

1
N
Rockstar!
1 month ago
J
The Many
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.

1
J
The Many
1 month ago
D
The Many
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.

2
N
Rockstar!
1 month ago
E
The Many
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.

10
S
Guardians of the Gateways
2 months ago
C
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?

2
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Guardians of the Gateways
2 months ago
L
The Many
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!

1
S
Guardians of the Gateways
2 months ago
E
The Many
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.

5
T
The Many
3 months ago
T
The Many
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.

1
S
Guardians of the Gateways
4 months ago
C
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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C
The Many
5 months ago
M
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

6
S
Guardians of the Gateways
5 months ago
D
The Many
danhiemstraThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Can I specify/change wifi channels on Arris W121

Ping reports poor quality on ALL the channels (36,40,44,48,52) for my wifi.  quality is Medium or Very good for others.  Performance is lousy for iOS devices (iPad and iPhone), but excellent for MacBook and Samsung TV connected via ethernet directly to routers.  CHANNEL QUALITY ACCESS POINTS WHO'S CONNECTED   44 Poor 26 This PCDIRECT-79-HP ENVY, SpectrumSetup-89, Spectrum Mobile, ATTBjTnBA2, ATT8uCHTJA, Kissmygrits, Sky WiFi, Sasquatch, TP-Link_E8CB_5G, reno2D, ATTUmXpUIa, Spectrum Mobile, Spectrum Mobile, NETGEAR05-5G, Connecttheworld, SpectrumSetup-78, ATTkDG6r3A, ATTI6NdA22, SpectrumSetup-21, AAT4uyy7Dh, ATT76Jd3UI, Spectrum Mobile, SpectrumSetup-D7, Bacon_is_best, I Wish My Wife Loved Me, I Wish My Wife Loved Me Guest

1
S
Guardians of the Gateways
7 months ago
P
The Certified
Peterb49The Certified
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Switch for S33 - W21 setup

Need a 5 port switch for S33 - W21 setup. Recommendations?

6
plemans
Legends
7 months ago
O
The Many
Oren41The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
How to split 2.4 and 5g networks on the mAX 121?

Hello, When I set up my surfboard system with the mAX 21, I remember that I selected the option to combine the 2.4 and 5g networks. Unfortunately, a smart device I have refuses to set up with this configuration. I can’t seem to find the option to separate the networks, either in the app or in the options in the 192.168.0.1 menu.  Thanks

1
S
Guardians of the Gateways
7 months ago
S
The Many
SurfjobThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
network reboot, router and satellite not on app - W21

Setup my mesh system, no hassles first week. Modem SB8200 and router in office, EOP from router to satellite for basement coverage. And EOP switches for two TV’s to reserve WiFi bandwidth for other devices. Everything was working great. Came home and WiFi network is down, couldn’t get it to come back online even though I was getting service when plugged into the modem. Deleted “devices” from Surfboard app and tried to add the router and satellite back on, but can’t get to the setup process again, “onboarding WiFi” doesn’t appear after deleting router and satellite from the app and trying to go through the configuration again. Router is plugged into modem, was able to join my original WiFi network that I setup, but the w121 doesn’t appear as a device in my app anymore even though I’m connected to it.

8
S
Guardians of the Gateways
7 months ago
S
The Many
SakipThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Do I need a firewall for W122 or is it built-in?

I have ISP modem and connected to W122 to modem… configured and now I have connection to internet But I do not see any firewall application on the phone app … Do I need a firewall for W122 or is it built-in?

1
S
Guardians of the Gateways
7 months ago
S
The Many
SaltySunkenShipThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
W21 Super Slow Speeds

Hello. I just recently move over to my own hardware from Xfinity. I have a S33 Modem and a W21 Router. I recently upgraded my internet speed as well to 1.2gb. If I run a speed test at the modem I can usually get 1Gb for download. However over WiFi or connecting directly into the w21 with a cable I can only get about 100mb download. I have factory reset the W21 and when I did that I was about to get 900mb on download. 8 hours later it was back at 90mb for download. I’ve been digging through the app trying to find a setting that might be causing it but I can’t find anything. I’ve restarted both router and modem since then and seen no increase of speed. I will say if the router is connected to the 2.5gb port and I connect my computer right into the 1Gb on the s33 I am unable to connect to the modem. However if I restart the modem with my computer connected I will be able to access it when it comes back up. 

2
S
Guardians of the Gateways
7 months ago
G
The Many
GabeThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Failed to connect satellite on W21

I lost power with W21 satellite plugged into a surge protector. Now it cycles on about 2 minutes, dies, and repeats. I tried hard reset and same. It only gives me the onboarding signal a few seconds and restarts. When power first came back on the satellite failed to reconnect and was disappeared from the surfboard app. I’m really thinking it’s faulty. The main W21 is working great. 

4
S
Guardians of the Gateways
7 months ago
M
The Certified
mhconleyThe Certified
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
SURFboard Central Error Code: 0015-1805

I recently changed phones 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?

1
M
The Certified
9 months ago
M
The Many
MjlloydThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
No internet when connecting to W121 LAN port via switch

I have cable modem > W121 > Ethernet Switch > devices. Some of the devices show up on the app as connected via Ethernet, but they don’t have internet connection. Wi-Fi internet connections are working properly.

2
S
Guardians of the Gateways
9 months ago
J
The Many
j-bachThe Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
How can I check my router logs?

I’ve been having issues with my internet provider (Xfinity) who has told me I used 400 Gb of data in one day (a third of my allowable amount) in November (on a day my kids were in school, my wife was at work, and I was flying to a conference). It seems to have happened a second time, possibly on the same day of the month now in December. Since I don’t have Xfinity equipment, they say they can’t see my event logs for the modem or history for the router and told me I need to submit the logs to them for them to review. When I try to pull my Arris modem event log (SB6141), it is blank every single time. When I try to find a way to pull logs/history for my router (W121), I’m told to use the Surfboard Central Mobile App but it doesn’t show any history (or I just can’t figure out how to see it). Can you please help me pull the logs I need so I can see what could possibly be consuming 400 Gb of data in a single day from my network?

1
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Guardians of the Gateways
9 months ago
S
The Many
siscoreg2The Many
asked in mAX® (W21/W121) | mAX® Express (W11/W122)
Email Address Change in W121/W21

How can I change my email address on a wifi 6 mesh w121 system? Thanks

1
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Guardians of the Gateways
9 months ago
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