Arris Customer Service Issues

I recently purchased a Norton Core router for enhanced security. I have Xfinity internet through my Motorola SBG6580 gateway. After connecting the gateway to the router using the Ethernet cable provided by Norton, I followed the setup process on the Norton Core app on my iPhone. Initially, the Core's white ring light blinked, indicating a good connection. However, it later turned amber, indicating an error. A message on my phone asked about using static or dynamic IP, and whether I use DSL (PPPoE). I am aware that I use dynamic IP, but I'm unsure about PPPoE. This detail is crucial for the setup. I am also unsure if the gateway needs bridging for the Core router to function properly. This setup process is unfamiliar to me, so I require some guidance.

I am facing a connectivity issue with my wifi network. Whenever I try to use it, my devices can connect but I am unable to search the web, stream videos on YouTube, or access any online services. The only solution is to use an Ethernet cable for internet access. Even after increasing my Mbps through my cable provider, the problem persists. I would appreciate guidance on how to resolve this issue so that all my devices can function properly over wifi. Currently, I have to resort to using the cellular network on my phone or the hotspot provided by my mobile carrier. Your assistance would be greatly appreciated.

Issue with SVG2482AC due to faulty Intel chip From: William R Smith Zip Code: [redacted] Email: [redacted] Internet Provider: Comcast/Xfinity I encountered slow internet connection issues with the SVG2842AC purchased in late February at Best Buy in Santa Cruz, California. After an overseas trip, I discovered online that an Intel chip in the SVG2814AC may be causing these problems. I am seeking information on what steps Arris or Intel are taking to address this issue. Is the faulty chip specific to the modem's electronics only, or does it affect other components like the router or telephony? To potentially resolve this, could I repurpose the SVG2842AC as a router and use a separate modem? Would the telephony function normally in this setup? Thank you in advance for any assistance. Regards, William R Smith

26 June [redacted] To whom it may concern, I previously reached out to Arris about my issues with an SVG2482AC due to a faulty Intel chip. Since then, I have not received a response. The slow internet connection problem persists, and I am considering using a separate router and modem without the faulty chip to resolve the issue. I am still awaiting assistance from Arris on this matter. Sincerely, William R. Smith

I placed an order for an item that was supposed to be in stock the same day I ordered it. However, the status still shows as "awaiting shipment" after weeks. Unfortunately, I have been unsuccessful in reaching out to their customer support as both technical support and an operator were unhelpful. I even suspect the operator was intoxicated. Despite charging my credit card for an item they do not have, I cannot find a way to cancel the order. Frustrated, I have contacted my credit card company to dispute the charge, but they mentioned the refund is "conditional." This company's lack of customer service is disappointing, and I simply want a full refund for the product I do not wish to receive.

My modem/router was working perfectly until yesterday when Spectrum made some changes to increase my internet speed. Since then, I've been unable to connect my computer to the router using both ethernet and wifi. I've attempted various troubleshooting steps without success. Interestingly, my iPad and phone can still connect to the router without any issues. To test further, I tried connecting another computer, but encountered the same problem. Strangely, the computer can connect to the internet using my phone's hotspot.

I recently purchased the sbg8300 Modem/wifi router last week. After upgrading my plan and activating the device, I've been experiencing glitches during webinars and video calls. While my download speed is showing [redacted] Mbps, my upload speed is only at 14 Mbps. With the [redacted] Mbps plan, this should not be an issue for the sbg8300 capable of up to 1.0 Gbps. I have only 7 devices connected, including 1 Apple TV, 2 iPhones, and 3 laptops. Despite restarting the router and updating all settings, the videos still lag, limiting me to view only about 7-8 people's videos out of 20. I tried contacting Arris customer service but was left on hold for over 35 minutes with no response. This lack of support is disappointing, especially considering their advertised 24/7 customer service. I hope for a callback soon, otherwise, I'll have no choice but to return the device and not recommend Arris to others in the future.

I am experiencing difficulties with my router/modem gateway device. Despite resetting it, I am unable to use my own username and password. Upon checking my network, I noticed another Arris product connected to it. Additionally, I found settings on my computer indicating remote access. I tried the self-help troubleshooting on the website, but it did not address cyber stalking concerns. I need assistance to regain control over my gateway device.

I am a 68-year-old individual who struggles with technology. Recently, I purchased a T25 monitor and managed to connect it to my computer successfully. However, I am facing issues accessing my house phone, internet on my cell phone, Alexa, and Kindle. Xfinity informed me that I need a username and password that should have come with the monitor. Despite multiple attempts to contact support, I have been unable to reach a resolution as the calls keep getting dropped. The service representatives advised me to call, which is not helpful given my phone connection issues. I tried setting up an account but got stuck when asked to download something from Google. Could you kindly provide me with the username and password for my modem so that Xfinity can assist me? If necessary, please reach out to me via call or text on my cell at [redacted] to proceed with resolving this matter.

I own an older Arris TM822G cable modem. Comcast informed me of an upgrade from 200mbs to 300mbs, which I usually don't achieve. They claim my modem is not compatible. I wonder if it's truly incompatible or if it just won't reach the full speeds. Could this be a tactic by Comcast to push me into buying a new modem? Besides this, my modem works perfectly. I'd rather not invest in an upgrade right now.

I recently moved into a new apartment and discovered that I am unable to access my Arris modem router combo to update the router settings and change the WiFi name and password because I don't have the login information. The previous tenants did not remember it either. I am looking for advice on how to proceed as I am currently unable to make any changes. Additionally, I am considering getting a new router/modem combo. The landlord mentioned that the internet provider is Xfinity but unfortunately, I cannot activate an account without his login information, which he also doesn't have. He has tried contacting support but hasn't been successful. Any assistance on resolving these issues would be greatly appreciated. Thank you.

I currently own an Arris SB6183 modem paired with an ASUS router. Unfortunately, I'm experiencing connectivity issues when I attempt to connect my computer directly to the modem. Upon checking my router settings, it indicates that "your ISP's DHCP does not function properly." Following advice from my service provider, Xfinity/Comcast, it seems that I need to release/provision my DHCP through my modem. I've attempted to access my modem settings by entering [redacted].[redacted].[redacted].1 in my browser, but I'm unable to progress. Therefore, I would appreciate guidance on how to resolve this matter from Arris.

I recently changed the passwords for my Arris DG [redacted] WiFi networks, but now I can't connect to either network. I've been very careful with my settings, disabled WPS, and ensured that only my VoIP phone is connected. I've double-checked everything, so I know the password is correct. Unfortunately, I can't reach out for support at this time. It seems like my modem is causing the issue, and they are suggesting I buy a new router because mine is outdated. Money seems to be the driving force here. If I still had a laptop, I could solve this myself, but I have transitioned to using my cell phone for everything. How can I restore my WiFi without waiting until morning or finding a laptop and Ethernet cable? My VoIP phone has internet access, but I prefer wireless connections. I regret letting go of my laptop. I just wanted to watch "8 Mile" on Netflix.

I recently installed a new T-Mobile Gateway Box for internet. While the TV downstairs and the computer are functioning properly, the old LCD TV upstairs, next to the Gateway, is not working. The Arris Modem is located in the garage. When I try to turn on the upstairs TV, it prompts me to sign in to the Arris modem, which I am unsure how to do. Before the new modem, both TVs worked fine with their Firestick connections. Unfortunately, the remote for the upstairs TV was damaged by my dog, so I have been using my phone as a substitute remote. The remote for the downstairs TV is operating without any issues.

For the past two days, the Wi-Fi has been down because an orange light appeared on our router. Following the steps on the website, such as resetting the box and power cycling by unplugging, did not fix the issue. Currently, there are no lights on the box, and our network cannot be found on devices. I'm seeking assistance and would appreciate someone checking the box as I'm unsure of how to proceed, and online advice has not helped.

Hello. I am using a Cable Router Station 6. I want to use the WLAN timer function. When I activate this feature, I have no WLAN, only on Sundays. Then I have to manually turn on the WLAN at the router - it turns off again after a few minutes. If things go well, I have WLAN again in the evening for my devices. The activation works on weekdays. Is this normal? Looking forward to a reply. Best regards, Roland H.