Hello,

I recently swapped to an S33 modem, which went well.  Since then I purchased the W161 mesh package.  I followed the instructions today to get the router connected but have had a string of failures.  Once the router is plugged it turns on with the yellow light.  Once the light is flashing white-green, I click continue on the Surfboard app on my phone as instructed.  My phone is connected to my old WiFi which is still running separately. I did try without the old WiFi on, but the app said my mobile device didn’t have internet, which it did.  After a short wait, the light on my router is now red, the app will spinning wheel for a few minutes and claims it got to 2% completion connecting to the back office.  I ran it again while typing this and this time I got 5% in about 8 minutes.  I did notice that my phone was no longer on my wifi, I assume the app removed it?  I again got the same message “Internet connection if currently NOT available on your mobile device”.  Error Code 0002-2500.

I’ve tried this a dozen times, removing the router from the app before each new attempt and re-adding it,  today across several hours.  What am I doing wrong?

Any help would be greatly appreciated.

Also, it seems any links other people post to articles are not loading with the following webpage message copy/pasted:
“

ARRIS CONSUMER CARE

We currently are experiencing issues with our support site. Please check back again at a later time.

We apologize for the inconvenience.

”