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Question

Surfboard Central app is unusable. Cant add W121 satellite

K
The Many
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I'm sorry if this sounds harsh, but this app is a hot piece of garbage and I have no earthly idea how it ever got past QA.

If I close the app then it forgets everything and acts like im setting up a new network.  The ONLY way I am prompted to sign in with my email is during initial setup only after uninstalling the app.  The only time the app shows any details about connected devices or anything is after initially setting up the first node IF I dont close out of the app for any reason.  

Regardless, Ive managed to get the first device setup but no matter what I do I cannot add another satellite.  Clicking the option in the side menu just takes me to the My Network page which is perpetually “Loading...”   If I close out of the app in order to relaunch then it forgets everything. If I redo setup then it fails when adding a satellite.  Im seriously at a loss on what to do.  I can honestly say I have never experienced a worse provisioning process… and I worked in IOT for 10 years…

Does anyone have any advice?  From what I can tell, it seems like I'm not the only one experiencing these issues. Has anyone figured out magic sequence to get all the satellites provisioned or get the app to actually load?  Can I provision satellites without using the app?

K
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2 people like this
  • K
    kbenk321
  • P
    Panda

4 replies

S
Wi-Fi Warriors
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Please make sure your phone’s software is up to date, as the Surfboard Central app receives regular updates to fix bugs and prevent technical issues.

Also, could you share your phone’s make and model, along with the current software version? This will help us provide more accurate support.

SURFboard Community Moderator Team
K
The Many
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  • kbenk321The Many
  • Author
  • The Many
  • 1 reply
  • July 18, 2025
SURFboard Moderator wrote:

Please make sure your phone’s software is up to date, as the Surfboard Central app receives regular updates to fix bugs and prevent technical issues.

Also, could you share your phone’s make and model, along with the current software version? This will help us provide more accurate support.

Im using a google Pixel 7 running adroid v16.   I have also tried with my wifes phone, an iphone 10 or 11 I think.

S
Wi-Fi Warriors
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Please make sure that your phone’s software is up to date, then try restarting the phone and reinstalling the SURFboard Central app.

When logging in, the app should take you to the home screen, where your main router will be displayed. From there, you can try adding the satellite device.

If the app loops back or doesn’t proceed as expected, please reach out to us through our support channel at www.arris.com/consumersupport.

SURFboard Community Moderator Team
A
The Many
  • airjerThe Many
  • The Many
  • 1 reply
  • July 31, 2025

Hey, I bought a set of these for dirt cheap due to all the bad reviews I’m assuming. What I did was start each satellite as if I was using them as the main one and updated all of their firmware’s. I then reset them all and started fresh. This allowed the satellites to be added on as additional units. Currently working great with expanded coverage exactly where I needed it. 

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