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 (no Wi-Fi) shortly thereafter
- ISP began charging $14/month for modem rental
- Customer service kept giving me credits to offset the $14, but the fee never got dropped from the bill
- Finally returned the ISP-owned gateway in September, using RMA # and prepaid FedEx label from the ISP -- delivered and signed for by a representative
- ISP continued charging $14/month even though they now have their equipment back.
- Customer support kept saying it would get corrected but never did - tried all levels of support
- Filed a NJ BPU complaint which got their “Escalation Department” to contact me quickly
- They asked for proof of purchase, which I provided. They asked for a photo of the box (from 2023) showing the MAC address, which I no longer have. I gave them a photo of the bottom of the modem showing S/N and MAC.
- After a few weeks, they closed their investigation claiming the modem I purchased is theirs and they won’t remove the $14/month from the bill and won’t provide a credit to offset this
- I told them they have it wrong in their system, and they need to escalate to someone who can fix it, and they said there’s nothing else they can do
- I informed them they will be losing a customer over this, but the next issue is they will try to charge me for unreturned equipment when I leave and close my account
- Now I am here trying to get support from Arris on this modem to prove it is not owned by this ISP. This should be fairly simple for Arris to do, by telling me who they sold the original equipment to.
Looking for help from Arris support here and any advice the community can offer for handling this with the ISP after they claim I have exhausted all options with them even after a formal BPU complaint with the state.