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  • At 9pm last night, my Arris SB8200 stopped working, Xfinity ran diagnostic and told us to get a new modem

Last night our modem suddenly stopped working. The modem has sat near the coax cable at a computer desk. We haven’t moved it in almost a year. I spent 2 hours on the phone with our provider troubleshooting and running diagnostics. Xfinity told me that we’ll need to buy a new modem. This is frustrating because I bought the Arris SB8200 around this time last year and had an xfinity technician come out and confirm the configuration. 

 

I assumed these modems should las for more than a year. What are we supposed to do if the provider is telling us the modem is broken? I made the investment in the Arris modem so that I wouldn’t waste money renting one from our service provider. Now we’re worried that we don’t have a choice and don’t want to waste more money purchasing another modem. What do you suggest we do?

Hi G_T,

We understand the modem is broken , no worries as you had mentioned that you had purchased around this time last year .

For warranty claim and further assistance , please contact  arris.com/consumersupport

Let us know if this helps..

An Xfinity texh came out and determined the issue was on their end. Their cables outside the home were damaged. 

 

They replaced the outside cables and I also bought a new Arris surfboard S33. It is providing faster speeds than the old modem. 

Problem solved. Thank you!

 

Glad it wasn’t a modem issue!

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