Solved

SB8200 will not power-up, no lights.  Website will not validate the S/N to reach tech support.  Confirmed 12v at plug.  Purchased new Jan 2024, so still within warranty.

Rebooted, reset, and still orange. Tried direct connection via lab and the IP won't resolve for me to further troubleshoot. Suggestions? Need it back up ASAP as I work from home.

Referencing topic: G36 won't connect to Surfboard app to change password and network name. I have a similar issue where the app wants me to set up the device (g36)  again.  I am online but cannot access 192.168.0.1 to change the network name and password.   also none of the attached web links to the online help is available.  My internet provider is xfinity.

Guest network disappeared after restart of g34

Hi, I am going to purchase either the G20 or the G34. From what I’ve read the G34 is the better one, but it’s $50 cheaper than the G20, so I’m confused as to why the pricing isn’t the other way round.  I don’t need the extra two Ethernet ports and my apartment is only 600 square feet, so the G20 would be better, but it’s $50 more.Can anyone explain why the G34 is cheaper? In simple terms as I find it hard to get my head around all the info 😊thank you in advance 

​@SURFboard Support ​@SURFboard Moderator I am getting the following message when trying to check the warranty status of my S33 modem:“We were unable to locate your serial number. Please check your model number and serial number andtry again. This information can be found on the label in back or on the bottom of your device.”Please help me correct this error so I can get support with my failing modem.

How do I do the above?

I just installed my Arris G36 modem/router with my Sparklight ISP and everything is working great. I decided to download the Arris Surfboard Central App from the Apple Store and in going through the installation process the app wanted me to reset the Arris G36 to factory settings which I wasn’t about to do since the Arris is working perfectly.I ended up deleting the App from my iPad. Has anyone else encountered this situation?

Good morning,I am using modem Arris DG3270AI am trying to change my Wi-Fi password by logging into the admin panel at 192.168.0.1, but I don’t know the login credentials. I already tried admin/admin and admin/password, but neither worked. Could you please tell me what the default account credentials you usually set up are? I already contacted my internet provider, and they told me I need to reach out to the manufacturer.

I recently factory reset my g20 router (I've done it many times before) but instead of seeing the generic "E09-G20" device name listed on the public wifi list to restart the router setup process, I saw a bunch of wifi names like "wave_10" or "wave_11", etc.  I figured that it must've been my Arris, and I was able to successfully login to one of them to restart the process of changing my Arris interface settings on the website. I successfully set up my 2.4ghz and 5ghz channels, and on the network list on the website, I successfully disabled the other random wifi channels named "wave", etc. However, on the public wifi broadcasting list, visible on my phone or desktop computer, I still see two channels named "wave_22 and "wave_44". They aren't listed on my Arris router homepage, and the interface website only shows my 2.4ghz and 5ghz networks as being active. However, it appears that anybody can connect to these two random wifi channels that are being broadcast to the public. If these two

There are two links provided in an answer on how to reset password.  Neither one works.  The site is down and has been every time I have tried.  Is there a new link somewhere?  Here is the link provided:https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/SVG2482AC-Factory-Reset

I bought a new G34 and set it up through the surfboard app. I was able to do this successfully. After connecting all of my devices to the new modem, I went back in the app and noticed it wasn’t updating. I also tried to change the wifi password, which it indicated that I did, but anytime I went to connect a new device it would make me use the default password. I ended up deleting the app and reinstalling it, but now I keep getting error codes when I try to go back through the set up process and connect to the modem.I am also not able to access the settings via the web because I don’t remember what the auto generated password was. Any advice?

Hi, I have followed all the steps given on various knowledge articles to see if the parent control works on this new routers we bought. But none have worked. I have reset router, reset the iOS app, deleted and redownloaded it but none works. Once I turn on the internet pause nothing happens and kids continue to stay on their PCs. What is the issue here?

My S33 seems to have random brain fog.  Sometimes it’s slow to connect and sometimes seems to get hung up though the light stays blue.  I have near gigbit speed when tested..  

I have mediacom 2000 Mbps/1000 Mbps plan and only get 50 Mbps upload speed. I have it in bridge mode with a eero wifi 7 router. My ethernet is plugged in to the G34. 

As of today, my G54 gateway has firmware “AC01.02.012_022625_G5X.04.20.122”I called my ISP (Breezeline) and asked if they could tell me the latest firmware for my G54, and if different than what I have stated above, push it onto my G54. They said, they’re unable to find the latest firmware, and can push the latest firmware only for their rented routers, NOT for customer owned.Then I called Arris CS and the CSR confirmed with the tech support team, that the latest firmware for G54 does NOT get published, and is unknown to the tech support :)Strange! Why couldn’t ARRIS publish the latest firmware version on their Community board, or provide it to their tech support/CS teams.BTW, does anyone here know the release date/month of my below firmware?“AC01.02.012_022625_G5X.04.20.122”

Hello,I have a S33v2 modem that’s not working anymore but still has warranty - I checked a few days ago. But now I try to contact customer service and I always get the message “We were unable to locate your serial number. Please check your model number and serial number and try again.” This is very aggravating and I don’t why this is called customer service when apparently several people have issues getting in contact and/or you’re forced to make an account here first to try to get in contact with someone who can help.

Have a S33 about a year old been with Xfintiy and recently switched to astound. Gave astound the MAC address and the modem won't connect. The S33 works with Astound as I have bought a new S33 and works fine but want to get my old S33 working so I'm not spending on a new modem Any idea what's holding the MAC address form connecting 

I'm trying to setup my parents wifi extender but I cannot get into the web interface.I tried to setup the G34 via the app but I couldn't because the option for Optimum is not there.  Optimum was able to setup on their end so they have internet...but I cannot get in to change the WiFi name or access WPS to add extender to the network since it asks for a email and password that the product was registered under but I never had to register in the first place. Help getting into this would be appreciated.

How do I enable WPA 2 or WPA 3 on an Arris 8200 modem 

I have my primary home WiFi network set for ‘AP Isolation’ (the checkmark on the admin GUI) in my G36.   Why then is my PC seeing UDP [broadcast] packets from other IP addresses connected to that network?  By that I’m not asking why other hosts are sending this stuff; why is the router forwarding them?   I thought the idea of isolation technology was the router would refuse to forward virtually everything between hosts on such an ‘isolated’ network.  Perhaps the response could summarize what is expected to be blocked by the gateway.  Thanks.

How do I get internet connection after making all the proper connections to the modem?

Recently bought a new 8200. New cat6 cables. Can achieve 950 down directly connected to my PC. When I attach it to my router, it default negotiates to 100mbps full duplex. If I set it to 1000mbps full duplex it immediately loses connection to the modem. Cables are all fine, work individually. Can't find any information online of people encountering a similar issue

A week ago my G20 started to reboot itself every 3 to 5 minuets . I contacted My ISP Comcast about it and they checked the signal and it was sending the proper 600 megs I am supposed to receive , but then in about three min the modem would reboot itself and reconnect again for about three to five minuets I cannot use this modem like this I would like a refund or replacement unit.     thank you.

What did I just buy? This router can’t be configured via LAN? I bought this router to be a dedicated offline local network to use Virtual Desktop with my VR headset. I can not believe that you can even create a device like this and force us into an app this way. It’s absolutely terrible. Why is this app asking for access to ALL MY PHOTOS AND VIDEOS? Why can it not get passed the code verification screen? Why can’t I use a default gateway to access the router? This is an absolute nightmare, and I will NEVER waste my time or money with this company again. I’m about to throw this thing at the wall. This is robbery, you want me to make an account, serve me ads and put me on your email lists, steal all the info from my cell phone, and it is the absolute WORST ethics I have EVER experienced with a networking device. Add Arris to the list of never buy again. Thanks for giving me a garbage product and a lucrative way for me to waste my money.