“We do not offer support in Spanish. If you have an English-speaking friend or relative, they may reach out to us on your behalf at your home to troubleshoot the SURFboard device. We apologize for the inconvenience this may have caused.”
 

google translate puts this as: My Remote Control is not working properly, I can't change channels or do any other maneuver with the Control, from turning off or turning on the encode, the brand of my Control is arris

Then what actual device do you have? Model?

And what are you trying to do with it?