Skip to main content

Open Letter to Arris - Why do you disable basic functionality (e.g. software reboot on the SB8200) ?

  • December 1, 2025
  • 2 replies
  • 38 views
U
The Many
Forum|alt.badge.img

Dear Arris,

Many manufacturers of cable modems provide software control to reboot modems within their devices’ GUI.

This has always been a helpful option, but gaining significantly more importance with the increased adoption of home automation systems.  It is becoming critical for users to establish automation routines to resurrect WAN connections to the internet after an ISP network, or electrical outage.

Your SB8200 has the ability to reboot on command.

I know this because:

  1. ISP help desks (e.g. Spectrum and others) can reboot the SB8200, and some even allow users to reboot their modems from their user mobile app
  2. You (or my ISP) altered the firmware, hiding the code in the modem’s GUI configuration page by commenting out the “reboot” button - AND - the onboard script checks for a user’s ID# if the form is submitted without using the form on the configuration page.

Here’s the code you commented out, so it no longer displays:

<td align="center" colspan="2">

<input type="submit" value="Reboot" disabled align="middle" onClick="resetReq();">

<input type="hidden" name="Rebooting" value=

</td>

 

So again, Arris, please explain to your customer base, why you are intentionally disabling (or allowing ISPs to disable) necessary functionality in modems - purchased by customers - that significantly impede users - and may be in direct violation of new “RIGHT TO REPAIR” laws that protect your customers from hindering or blocking our abilities to use the full functionality of equipment we purchase from you??!

 

2 replies

S
Wi-Fi Warriors
Forum|alt.badge.img+42

We apologize, but the SB8200 and in fact, all Surfboard cable modems are plug-and-play devices. There are no configurations required, so the feature hasn’t been disabled; it simply doesn’t exist on these devices. 

SURFboard Community Moderator Team
W
The Certified
Forum|alt.badge.img+1
  • wstewart11The Certified
  • The Certified
  • December 9, 2025

​@undotcom As you said, the SB8200 indeed has a reboot feature, because there’s a button for it in the GUI after authenticating (at least, there is on mine) and ISPs have the ability to reboot it remotely. My guess is that the reboot button is disabled without authentication on the client side to prevent denial of service.

With that said, I found a (relatively) inexpensive workaround: It’s a power outlet device called Keep Connect. The Keep Connect device attempts an Internet connection on a schedule. If the Internet connection fails, it has the ability to power-cycle its outlet. There are a number of configuration options with the device to define how often it attempts a connection, how long it should wait for the connection to be re-established, etc.

Terms & ConditionsCookie settingsAccessibility statement