Modems

The modem has stopped connecting to the Internet. I have had it 6 weeks. Goes off line all the time and has to be reset. I can’t participate in the live chat because the site doesn’t recognize my serial number and I’m reading it from the modem and the box. Nothing. This is terrible customer service.

Yesterday, during a pretty heavy thunderstorm my trust TP-link Archer AX55 suddenly stopped working-it had the one green powerlight, but no other lights after several reboots and hard resets. So I fire up amazon and order a BE3600, figuring I’d get to use the 2.5 gig ports on both the S34 and the BE3600. Strangely, when I connect the cable from the 2.5 port, there is nothing, no lights no connection. When I connect via the 1 gig port, everything comes to life. Now I had been using the 2.5 port with my old, 1 gig port modem and it seemed to be ok with working with a slower port. Now, with the 2.5 capable router, , the port just goes dead. I have done a ton of power cycles-no difference... Now, i’m not at a crazy high tier with Xfinity, so I likely wouldn’t see much of a difference, if any. but I’m curious- is there a setting I’m missing

I know this is a SB Board, but I have a CM8200A I am using (same as the SB8200 in some ways). My question is more about the Web Interface rather than the modem itself. I am use to LinkSys web interface with I find palatable. On the CM8200A Web Interface, I seem to be missing a “Clear” button for the event log and the status page. A clear button helps me to see exactly what is going on without having to look through the clutter (if I may). There are events dated 1969 which I understand is standard if the device does not have it’s clock set. On the bottom of the Status Page, the clock time seems to be 7 hours ahead of my local time. Possibly not getting a time signal from the ISP, don’t know. OK… enough of that. Now for the question… Is there any way (other than a factory reset) to clear the log and the status? Thanks in advance.

I have a SB6190 that’s maybe ?6 years old with COX Cable internet service. My download speed was around 90 MBPS when I had it routed through/to the wireless router but I had close to 0 upload speed (would vary between 0 to 0.1 to as high as maybe 2 if I was lucky). I then disconnected the wireless router and connected the Ethernet cable from the modem directly to the computer and the download speed went to 250-270 MBPS !! but the upload stayed very low, somewhere close to 0 or 0.2, rarely above 1-2. The speed I’m paying for is around 250 down so I don’t think I’m overtaxing the modem which is rated at 1000/1000. This all started about 6-8 weeks ago so I had COX come out and they replaced a connection at the house and the cable all the way to the pole and to the junction or distribution box at the top of the pole. I don’t know if they replaced a connection at the pole or the whole box. I live near the Gulf so the connections apparently can get corroded but the Tech did not leave any not

Hello. We have Centurylink DSL with a download of 17 MPBS. I am trying to use the following: Wireless Setup: Wireless Schedule Utilities: Web Activity Log Advanced setup: (No Secure WIFI) Access Scheduler; Service Blocking; Website Blocking (device) Century link modem router combos mess up using those features. For example, if I try to set the Access Scheduler on my daughter so she is cut off around 1 AM it causes all of the connected devices to be cut off. Also, the Web Activity Log is not good it contains jargon I can’t decipher and does not have a good history. Also, when I use the Wireless Schedule to turn off the entire wifi at lets say 12 midnight before it is even that time it cuts all connected devices off. Would anyone please know of a modem / router combo or a modem / router via bridge etc. that might achieve this? Thank you.

I’m trying to register my modem (S34) and my serial number is not recognized, seems like a common occurrence. When I try and access the link www.arris.com /consumersupp ort it redirects to “CommScope”. Is this normal? I don’t see any Arris product page there. Whats up with that?

Hi there, I have xfinity and am looking to get a good modem/router combo that is not compatible with their 3D mapping. Can someone tell me what the best arris options are for gaming and downloads? Thank you!

Hi folks, I had to hard reset my SB8200 after it started to lose connection to Optimum. The status of the channels now show “Locked” and I can’t seem to connect to ISP. What do I do?

Internet has been spotty for last 2 weeks. Replaced old Netgear router w new Archer AXE75. Connected it to Surfboard 8200 v3 that was bought 3 months ago. Now there is no Internet at all. Do these 2 work w each other? Or do I need something different. Cox Communications is my service provider.

One year later, can you provide an update on this? @SURFboard Moderator ​@SURFboard Moderator ​@SURFboard Support SB6190 403 Forbidden | Community “Once that firmware was pushed to the unit I was no longer able to access any management functions and the exact same issue as the prior unit surfaced. This to me points directly to a Firmware configuration issue. Arris support has brought in their Tier 3 support team to review the case and it sounds like they are working through the issue and I should hear back after the holidays” “I am having this exact issue with the same modem and ISP. I was able to get to the admin login page after factory reset and without connecting to coax. After connecting to coax, I got blocked with 403 Forbidden. I contacted Sparklight support and all they did was pushing out a new firmware, which did not help at all. ”

I downloaded the app, followed the instructions, have centurylink all ready to go, yet it keeps freezing on the app when I try to use the WiFi the modem is supposed to to put out, and cannot use the app without the WiFi. What do I do

I have a SB8200 modem that has stopped working. My internet provider came by, tested the modem and confirmed it’s receiving the signal from the provider, but not then passing along the signal to my laptop (if direct wired) or my wireless router. I checked your site and based on the serial number of my modem, it is under warranty until Sep 13, 2026. I’ve tried to find how to submit a warranty claim on your site, but any instructions I’ve found appear to keep sending me in a loop from one site to the next. Can someone please direct me to the precise site that explains how to submit a warranty claim on my modem? Thank you.

Just activated a new Surfboard S33. Got the notice to do a one-time network scan using Fing. Now I’m stuck in the spinning little circles of death as it is supposedly scanning. How do I stop this? Nothing else works on the app. And it was the only option on the app...kind of a dollop to use Bing...whatever that is?

When power is restored after an outage, SB8200 modem does not power back on. I have to power cycle it to get it to boot up. This is a problem when traveling it remains off until I return home and power cycle it. What would cause this?

I recently upgraded to the S34 and use Xfinity with gig speed. Just tested the speed from the street, and I have 1300 Mbps coming in. When i connect to the S34 modem and my Deco mesh wifi router, i only pull 180-190 Mbps? Xfinity configured the S34 when I activated it on my account. any suggestions? Xfinity shows good signal strength and speed at the street box, at my house port as noted above

The model number and serial number do not match. I cant get anything done!

I have a new SB8200. Want to register it for warranty. But I cannot. When I go to the site, I enter the Serial number and model number and it says there is no match. When I call tech support, I get disconnected. When I go to chat, it’s not available (in their business hours). I have not yet found an email address. Can anyone here help me? Thank you.

I bought a Arris off of Amazon used and it didn't come with username or password. What should I do

My SB8200v3 upstream and downstream lights stay solid but the internet light keeps blinking. My old SB6183 was working just fine when I connected it however this new modem doesn't want to work.

Got a brand new S34 from Amazon (sold by Amazon, not some third-party seller), which has now died just over a month after plugging it in, but the website shows “We were unable to locate your serial number. Please check your model number and serial number and try again. This information can be found on the label in back or on the bottom of your device.”, despite copy+pasting the serial from Cox.com/the modem’s admin page.

Using www.arris.com/consumersupport I can't register my SB6190 because submitting the form results in the erroneous "The serial number and the model number that you entered, do not match" I made no typographical error; this happened on each of 3 different browsers. Doing it over the phone or in a community forum is a bad look for a technology company. Ditto that this is a long-known issue. What's the solution, please?

It''s Saturday and am attempting to log into "consumer" help but just go to community page. what's up?

Keep getting laptop invaded how to do I find address and stop it?

Hi, I recently switch out my old cable modem to a new S34 with my Xfinity service and every few days my internet stops working. Modem shows connection is still there (Blue light) but no traffic. It will stay this way until I reboot the S34 modem. The log/status shows no obvious error, the log does show some critical issues now and then but does not seem to affect or correspond to the issues I’m having. My old cable modem did not have this issue so I wondering if this is a faulty modem? Status : Startup ProcedureProcedure Status CommentAcquire Downstream Channel 501000000 Hz LockedConnectivity State OK OperationalBoot State OK OperationalConfiguration File OK Security Enabled BPI+DOCSIS Network Access Enabled Allowed Downstream Bonded ChannelsChannel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables20 Locked 256QAM 501000000 Hz 2.4 dBmV 40.9 dB 0 04 Locked 256QAM 405000000 Hz 2.4 dBmV 40.4 dB 0 028 Locked 256QAM 549000000 Hz 1.7 dBmV 40.9 dB 1032 43481 Locked 25

I am unable to secure my arris modem. Can you assist me with this?