Modems

There is a link on the website to check warranty status. BUT, it’s broken and doesn’t work. How can I check the status of my warranty? I have an S33 that I’d like to find if it is in warranty. Thank you in advance.

This is very strange. My ISP is Spectrum. It took them an HOUR to provision this modem to connect it to the internet. It works. It’s worked for a week. But we cannot even VIEW the login page. It times out. Nothing has worked. 20 second factory resets, blah blah blah blah. I’m an IT professional. I believe this modem is a dud. The app is completely useless. It doesn’t even let me log into the app, so don’t even try to tell me to go there. To clarify, I try to log into the IP that the instructions say to go to, and it times out. This is with ethernet directly into the modem, no router, etc. Firefox, Edge, and Chrome all time out. It says the modem is busy and may not have access to the internet. But it does. The internet works fine.

How do I reset the password? I’ve pushed the pin on the bottom to factory reset but the default user name and password doesn’t work.  Also. Is the SURFboard app supposed to be so barebones? I feel like I’m missing something. 

​@SURFboard Support ​@SURFboard Moderator Hi, I’m currently involved in a dispute with my ISP over this modem. More info on that below, but here’s the main issue:I came here to reach out to support for information on the modem, and could not verify the warranty. I entered the model number and serial number exactly as the label shows, with and without spaces, uppercase and lowercase, etc.If I try a serial number for an older modem, it comes up and shows the warranty status. However, but the SB8200 does not show up. It was purchased new from Amazon with Amazon.com as the seller, not through a third party. More info about the ISP dispute:Signed up in 2023 for 1Gbps service Promo included a free modem/gateway since it required a newer DOCSIS version Activated the ISP gateway Bought my own modem (n

I returned a new ARRIS S34 modem on 1/30/2026 but have still yet to receive a refund. How do I talk to someone about this issue? Fedex RMA return was used and delivery is confirmed to ARRIS.

We purchased an ARRIS S33 modem new less than a year ago, and it appears to be failing.The front LED is solid green (online), but the 1GE Ethernet port shows both green and amber link/activity lights even when no Ethernet cable is plugged in. The factory reset button also does not trigger a reboot, even when held for 20–30 seconds.Internet connectivity has become unstable, and based on troubleshooting, this appears to be a hardware issue with the Ethernet controller.Additionally, when attempting to file a warranty claim, the ARRIS/CommScope website is not accepting our S33 model information or serial number, even though we are entering it exactly as printed on the device.Has anyone successfully: Processed an S33 warranty replacement recently? Worked around the warranty page rejecting valid model/serial information? Found a reliable way to reach support? The unit is less than one year old

I was out of the country when my internet connection failed. Wife wanted to see the cats on out internal cameras. About 7-8 days ago, the modem failed to connect to the ISP.Today, an ISP technician came out, verified the signal from the cable was strong. However, after power on/off and reset, the modem refused to get any signal from the ISP. It maintains a solid yellow light, but no signal.I replaced the Surfboard S33 with my older Asus CM-16 that connected after it was reassigned as my cable modem by my ISP.I purchased this modem August 2023. It’s been running fine until now. Is there something else i can do to recover operation or get a replacement? 

I have the SB6183 and have had it for at least 10 years. I swear I bought it from my ISP (Suddenlink, now Optimum-they suck) instead of renting. I never rent service equipment because it’s soooooo much cheaper to purchase and own. Otherwise, it has to be returned when you cancel service, even if it’s obsolete after a certain time period. Plus, at the time I chose to buy it rather than rent monthly, circa 2015, it was the best available. But I have no record to prove I own it and I’m getting harassed by Optimum that even though I properly canceled my service, following their online protocol to a T, that I owe them money, 10 months after I switched ISPs. They have sent me to a debt collection service at this point. I need to find out if the serial number is registered to an ISP as their equipment they rented (in which case I lose) or if I actually own it. I would have had paper records 15 years ago, but no longer. For me, it’s not about the money, it’s about the principle of the thing

I need help and I can’t find a phone number to contact anyone.  I’m trying to sign into my router.  I’m reading everywhere online that I should be able to type my router’s default gateway number into the search bar and hit enter but it keeps saying webpage not available.  Any suggestions?  Thank you.  I have the Arris/Surfboard Router SB8200Default Gateway number is 192.168.4.1

Can’t get Arris to connect to TV

I have had an s33 for several years. Optimum will not update the firmware. I am getting us profile assignment changes every minute or more. Optimum has been out here twice in the past week and says it's not their problem. I wanted to upgrade to the s34 to rule out problems with my modem, but there has been no availability for a couple of months on every online or in person retailer. Is the s34 being discontinued? Will a new model be coming soon?

Comcast went out, blinked on and off a few times and then my modem died. 2 years 3 months, just out of warranty. My guess is a spike came down the cable line.I have another one on order due today. Is it possible to get the old one repaired so I can keep it as a spare, since I have been down and running my phone hotspot for 5 days now? 

Hi there,I’m hoping a moderator can help me out with a warranty claim. My S33 recently hit the "pale green light" death spiral and stopped booting. I was able to confirm it’s definitely the power brick because I took it to a friend’s house who has the exact same modem—mine booted up perfectly with his power supply.My serial number shows as in-warranty until 4/8/26, but I’ve hit a wall: I work during the phone support hours, and the chat feature on the site hasn't been loading for me at all. On top of that, I paid cash for this at Walmart and didn't save the paper receipt, though I still have the original box with all the matching labels.I have photos of the modem and the original packaging labels ready to go and can provide them via private message upon request.Since this seems to be a known issue with these adapters, is there any way you can help me get a replacement brick sent out? I

Arris router sbg6900-ac delivers only 45 mbps Wi-Fi on laptop placed next to it while cable connected desktop to the same router gives 340 mbps. What’s causing this much degradation of WiFi signal? Thanks in advance. 

This is likely the same issue I’m seeing in several posts, but my lights are cycling a little differently and there is an odd sound coming from the model.Regardless if I just rebooted or it’s been on for a while, my modem will show the power light, then flash the uplink light, then seem to power down and do it all over again. While this is happening, I hear a screeching sound coming from inside the unit (almost like an old phone modem). I’ve tried the reboot, the factory reset, etc, but every time, it continues to do the same thing. This all occurred after a long power outage, followed by a long Comcast outage. I have a surge suppressor on the plug, but who knows if that really helps.Is my unit borked?

Hello, I’ve been having issues connecting to my ISP (Optimum Online) for the last few days and they are suggesting that it is an issue with my modem. I’ve replaced my ISP installed coaxial cable with a brand new RG6 cable as there was a tear in part of the old cable. The modem is on a constant blinking green light as of Saturday 2/21 at ~12:30 AM. On checking the status, I see the following:Startup ProcedureProcedure Status Comment Acquire Downstream Channel 609000000 Hz Locked Connectivity State In Progress Upstream Parameters Acquired Boot State In Progress Upstream Parameters Acquired Configuration File In Progress   Security  Failed BPI+ DOCSIS Network Access Enabed Denied

For the past couple of months, my internet speed has been irregular and sluggish. Lately it’s barely coming through at all. My internet provider said I need to check that it’s not a modem issue before they send someone out again.Is there a way to check if it’s a modem issue or a wifi issue?

Where do I find the password? Why is my modem not showing up on the network after it's already activated? 

I want to personalize the log in and the password. I don’t know how.

Hello,I recently purchased an Arris SB8200v3 modem because my prior modem seemed to be failing (less than 10Mbps download speeds - tech came out to check and said the cable was fine).I activated the new modem with Astound, but since then I have not gotten more than about 35Mbps download speeds. I’ve done several hard resets (methods: unplugging power, pushing reset button, both when coax connected and disconnected from the modem), but nothing seems to be working. I have a 1Gig plan with Astound, and, in the past, generally, I’ve had very fast speeds. I’ve tried to troubleshoot using information from other topics/websites, but nothing is working. Is my new modem defective? Here are the specs:

Internet speed is slow.  Sparklight says they are unable to update the software on their end because they keep getting an error message.  how do i fix this.  

Power light on. Two boxes below have blue lights on. Bottom signal blue light flashing.  World net white light seems on but all devices in house indicate connected but no internet.  No longer have Ethernet plug on anything to check directly hard wired from the box 

I purchased a new EECO7 router and am unable to get an internet connection when I hook up direct to my model S33. Everything works fine when connected to my old Apple Tower router  and my Ecco will connect to the internet when hard wired to the Apple . Tried all the unplugging and resetting multiple times. What’s preventing me from connecting to the S33? 

How can I be de-registered from a recently-purchased modem/warranty that I have had to return - in case someone else purchases it and needs to register it for warranty?Thanks, in advance!

Hello, I have an old Motorola Surfboard modem/router SBG6580-G228.I had to get a new notebook computer.I do not remember the ID / Password to sign into the router.Went to 192.168.100.1.I can connect wirelessly using Motorola_Guest, but not Motorola-66291 which needs a password.Using new ASUS G814PH with Windows 11 Home Edition.Any assistance appreciated. Thanks,Jim