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Unanswered questions

71 Topics
C
The Many
cbattenThe Many
asked in G34 | G36
G36 Smart Device keep dropping off.

I cannot connect to support from the email you sent me; my product is still under warranty.

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drichardson2864The Many
asked in S33 | S34
S33 bad after less than 3 years?

I bought an S33 less than 3 years ago. Recently was troubleshooting a slow internet issue and rebooted my modem by unplugging it for a minute. When I plugged back in, it never connected to the internet again (green flashing light). I has my ISP come out today and they replaced all the cables and still were unable to get my modem to connect. The tech said modems typically last only 2 years and that mine may not have the latest firmware update or is just gone bad. He installed a different modem which connected immediately. Is it true this modem could have gone bad after less than 3 years of use? It’s out of warranty now, so I’m unsure what else I can do to validate if it truly is bad or not. 

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Wi-Fi Warriors
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Steeltiger1The Many
asked in mAX® Pro (W31/W133) | mAX® Plus (W30/W130)
Unable to add satellite on SBC app in w133

Surfboard app won't let me add additional satellites to my w133 mesh system. I have looked through all the previous questions like mine and the only thing that anyone says is to reinstall the app. I've done that over 20 times and 20% of the time I have to completely reinstall my network. This app doesn't work! Is there anyone out there with intelligent rational answers that don't involve the delete and reinstall the app ? 

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Wi-Fi Warriors
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jameslacey6The Many
asked in G34 | G36
Unable to connect the printer with G34

I bought this new Modem Wi Fi last Saturday. I have gotten all my devices up and running except my HP5530 Printer. HP tells me I need to change the MAC address on the Modem Wi Fi because the printer cannot log onto the new Wi Fi network. The Geek Squad spent hours and couldn’t get the printer connected. Can someone tell me how to change the MAC address?

71
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Wi-Fi Warriors
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SusanGuigleyThe Many
asked in G54
how to port forward on surfboard G54

Steps to port forward on surfboard G54 and is there a way to protect personal data. Need specific ports for cameras 

41
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Wi-Fi Warriors
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slang1272The Many
asked in mAX® Pro (W31/W133) | mAX® Plus (W30/W130)
Unable to Set up Satellite on W130

I am trying to set up the W130 using Surfboard Central. And am experiencing the following:Surfboard Central App doesn’t retain settings on main router.  Every time I open the app it attempts to walk me through set again and again. During setup the app stalled and crashed while trying to add the satellite.  I have yet to get the satellite working.Things I have done so far:Tried set up on both android and iphone devices. Factory reset router and went through setup again….and again. Cleared cache/data in the app.  This sometimes allows me to get to the management screen, but no devices appear connected to the router, despite there being more than 20 connected devices.  If I try to go through the Add Satellite setup, the app stalls and ultimately crashes.  What in the heck can I do to either get these routers working properly?  Or, what is my recourse for warranty replacement or refund?

171
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Wi-Fi Warriors
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briand805The Many
asked in SB8200
SB8200v3 Suddenlink/Optimum footprint compatibility.

We decided to up-grade our service recently yesterday and purchased a new SB8200 from Amazon(shipped and sold from Amazon). In the add it clearly shows compatible with Altice optimum/ Altice Suddenlink.Very shortly after ordering I became aware after reading several post on reddit and other places that there is an issue with the V3 connecting on optimums networks that were previously Suddenlink, as is our area. However from what i also read is it was kind of a game of chance which version you get shipped from Amazon so we let he item ship and hoped for the best. It arrived today and unfortunately it is the V3 model.  I know contacting amazon and trying to explain that i need a v1 or v2 would be an exercise in futility with my only option being return for a refund. However there was a sale going on and we were able to get it for $138 including tax which is a steep discount. I am curious if I reach out to Arris support regarding the version issue they might be able to help with a replace

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jcencisoThe Many
asked in Wi-Fi Modems - General
Ethernet ports not working sgb6580

They were working fine, and then they just stop transferring data

81
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Wi-Fi Warriors
C
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cbattenThe Many
asked in G34 | G36
Need help purchasing a new modem since the G36 was a disaster

I returned this modem shortly after I got it, and over a year later, it still does not work.  I would love to get another modem from you all, but I do not trust the company anymore.  Please get in touch with me before I seek another company.

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Wi-Fi Warriors
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pmack0The Many
asked in G34 | G36
changing wifi password on G34

need to change original password on my G34 wi-fi cable modem 

41
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Wi-Fi Warriors
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annethulThe Many
asked in G34 | G36
help with setup

Plugged in the WiFi cable modem and connected to cable. The app setup says that I can’t connect and there is no internet

171
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Wi-Fi Warriors
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STPimagesThe Many
asked in SBG8300
Wifi Somker will not connect to SBG8300 Router

I have owned a T25 router in Texas for about 4 years now and it has worked flawlessly for the entire time I’ve owned it.  However, a new problem has popped up.I purchased a wifi enabled pellet smoker made by Recteq.  The smoker will not connect to my router.  I have reached out to Recteq’s technical support half a dozen times and they cannot resolve it.  What they are telling me is that something with the router is preventing the smoker from connecting (they confirmed this when the smoker will attach to my secondary cell phone’s hotspot).They informed me that there is something with the router blocking the smoker from connecting.  I have gone into my router dashboard via the IP address and have confirmed that the “blocked list” button is turned off (and even if it was on, there are no devices or addresses in the list).  I have also lowered my firewall protection to the lowest setting allowed.  The smoker simply won’t connect.Does anyone have an idea why this might be and how might I re

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Wi-Fi Warriors
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Rombus82The Many
asked in G18 | G20
install and set up G20 modem/router without mobile app

I will not have a mobile phone for downloading mobile app for installing device. How can I install device without a mobile app?

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Sharkie229The Many
asked in SBG8300
What is the warranty for a refurbished SBG8300-RB

I’m about to purchase a refurbished SBG8300-RB from Amazon. What is the warranty for a refurbished product?

30
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zerodarkthirtyThe Many
asked in Modem - General
Cable guy question + upgrade to SB6141

Two questions , unrelated. I have a single coaxial cable that runs straight into my SB6141. For a noisy exterior wiring, the cable guy insisted he had to test my modem ( it was already perfect, not broken) and then put on a splitter even though I don’t need one. I looked at the splitter model online and researched why I would need it. The  reason seems very weak. And Arris states I don’t need it. Was the cable guy creating work ( maybe billing ) for himself? I think it was all nonsense. Any reason to upgrade my individually owned SB6141 modem? Is it old? If so, any suggestions and what will I gain? Thanks for the responses and the consideration, in advance. 

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jhereg_2025The Many
asked in Modem - General
Need to cancel order but unable to find any way to contact customer service

Scanning the forums it appears I’m not the only one having issues with the shop but I’m trying to figure out how to cancel an order. I ordered an S33 yesterday but realized immediately my error and that I needed an S34 yesterday. I had hoped cancelling the order would have been possible, but so far I have not received an order number to  work off of. I have also had trouble getting to customer support via: https://arris.my.salesforce-sites.com/consumers/ConsumerProductSupport?t=SupportTried making an account, but when I go to try and reset my password for my email (it automatically added me to their user database when I bought the item), I also do not get an email ...so I’m pretty frustrated at this point x.xIf anyone has any suggestions on how to cancel an order, or return an item if it is too late, that’d be super helpful...maybe an email or phone number… thank you!

120
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Faiz.zaman35The Many
asked in Wi-Fi Modems - General
my guest network is slow

My guest network is very slow and not close to my normal network speed. Is there anyway to fix this. 

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MagistarThe Many
asked in mAX® Wi-Fi® 6E (W61/W161)
W161 setup issues (S33 Modem on Xfinity)

Hello, I recently swapped to an S33 modem, which went well.  Since then I purchased the W161 mesh package.  I followed the instructions today to get the router connected but have had a string of failures.  Once the router is plugged it turns on with the yellow light.  Once the light is flashing white-green, I click continue on the Surfboard app on my phone as instructed.  My phone is connected to my old WiFi which is still running separately. I did try without the old WiFi on, but the app said my mobile device didn’t have internet, which it did.  After a short wait, the light on my router is now red, the app will spinning wheel for a few minutes and claims it got to 2% completion connecting to the back office.  I ran it again while typing this and this time I got 5% in about 8 minutes.  I did notice that my phone was no longer on my wifi, I assume the app removed it?  I again got the same message “Internet connection if currently NOT available on your mobile device”.  Error Code 0002-2

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JMEDThe Many
asked in G34 | G36
NEW

On my new G34 how do you get into the Surfboard App to configure or manage wifi?

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JTurnerThe Many
asked in SBG8300
WiFi Extender for SBG8300

I have a SBG8300 on my first floor; the home is 3 floors/2700 sqft - the coverage inside the home is solid but if I step out to the deck the signal is very weak. Want to add a Wi-Fi extender on the 3rd floor to improve connection/coverage but not sure what model/brand is compatible with my SBG8300.   Note: don’t think adding a mesh is possible, don’t have cable/Cat5 on third floor.

121
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Wi-Fi Warriors
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Rene1970The Many
asked in S33 | S34
arris s34

Connect arris Modem  

131
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Wi-Fi Warriors
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christine62626The Many
asked in SBG8300
Arris Model SBG8300

Needed to upgrade router bought the model listed above. It is a Modem & Wi-fi Router. I believe it can broadcast 2.4 or 5. Since installing my generator and house cameras will not work because it is saying I need to use a 2.4 connection. I have downloaded surfboard and thought I changed it but I can’t get them to connect. Please help a completely in-tech savvy person get my stuff to work. Layman’s terms are appreciated. lol

211
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Wi-Fi Warriors
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pringlesThe Many
asked in G34 | G36
Arris G34 Cable Modem Router Combo

I have an Arris G34 Cable Modem Router Combo. I have set it up and the Internet is working fine. I can’t figure out how to get the router to connect with my printer. When I print the network status/check network connection, it says that the “MAC address filtering check failed. Check whether your router/access point has restrictions such as MAC address filtering. See the documentation of the router/access point or contact your network administrator for assistance.” Can someone please help?Thank you.

1034
go4thexring
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nancibeeThe Many
asked in G34 | G36
Cannot connect HP 2028 Printer to G34

I see that this is a common question but none of the replies are resolving my issue. I have connected all of my devices to my network except my printer. None of the networks, i.e., 2.4, 5ghz, and guest do not appear in the list of networks in the HP setup wizard. I tried entering my network name manually with the WPA password. Nothing works. The printer cannot find the network. I have restarted the router and the printer. I really need to get this fixed.

273
go4thexring
The Many
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BobdayThe Many
asked in G34 | G36
G34 - log to service

My previous modem had the ability of sending the logs to a log service (I use PaperTrail / SolarWinds). I recently purchased a new modem Arris G34.  I cannot seem to find any UI option in the web UI (http://192.168.0.1).  There does not appear to be a way to send logs to a logging service.  Or maybe the option is hidden under some section that has to be enabled first? I tried looking through the owners manual online, and did some internet searches, but they either didn’t mention it or just said “turn it on in the logs section” for which there is no logs section in the UI. can you give me specific instructions, or tell me it is not supported?  Thanks!!!

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Wi-Fi Warriors
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