It made me angry that I had to enable location data to manage my router via app-what's the point of having an admin tool on a portable device if you have to be home to use it? It was touchy to get in and the parental controls were absolute garbage, no value or functionality to them if there's more than one adult connecting a single device to the network. The modem/router and this associated software are DEFINITELY not worth eventually saving the $14/month we were paying comcast for their device and far superior network management tools. I'm not sure how long ago it happened but the app just plain stopped working. Access devices must be on the wifi network to connect to the app, and the app never recognizes that my phone is on its network so NEVER connects. Awesome feature when you're troubleshooting connection issues with your network and can't get into the management tool, kudos to the Bloody Stupid Johnson who programmed that bug in. We're getting a new modem and router and I won't be putting my money into any AARIS products again.
Routers worked ok until I tried to do any kind of custom configuration. Software constantly reports that it can't connect to the network yet it shows and let's me modify simple settings. I can't add devices to the static IP list, can't remove items already there, and can't even get to parental controls. I call it worse than useless because I have wasted so many nights trying to reconfigure my network and have gotten absolutely nowhere. The fact that the statement at the top of this page offering more fixes soon is 10 months old only rubs salt in the wound. I've read too many similar reviews (note the abysmal rating) to think it's just me. I'm done, I have had it and I'm not very forgiving when a so-called high end company would let these kind of ratings stand for nearly a year. I can't tell others what to do, but FYI, I'm on my way out now to buy something that works. Sure junkware.
App no longer fetches router information, worse when you proceed to log in to router via web manager a pop up alerts you that someone is already logged on to web admin and add sad asks if you want to log them off. Once you choose to do so it keeps alerting you that another user is logged on. You have to literally reset the entire router to get back into web admin. This is not only a high risk liability for keeping you locked out of tour web admin it also creates many security problems. ARRIUS Fix this app immediately or Apple should remove from store. For a company that claims to have sold over 300 modems how in the hell do they develop complete garbage software and create security issues for millions of households. Get your act together ARRIUS - i paid over $400 for your DOCS 3.1 wifi router and you can’t even reply your reviews here? Your app breaks your routers, you need To update your app for ios 13 or your customers will demand Apple to take down at once.
Aside from wishing it was easier to speak to someone my biggest issue is with the network map. The network map shows and “helps” you manage all the connected devices to your WiFi/router. On the top right corner after tapping a device there is a button that says “pause” if you pause a device it will pause its WiFi connection and have no internet access. After you pause a device, there is NO WAY OF UNPAUSING. PLEASE FIX! Someone keeps pausing my laptop to get better internet but then I get screwed because now that I figured this out, I have also figured out that there is no way of unpausing my device after it’s been paused. As far as I can tell my device will eventually get internet access again. And then not too long after get paused again because someone wants better internet connection. Bottom line is, it’s easy to pause a device. There is NO OPTION TO UNPAUSE and it needs to be fixed.
I got my new arris gateway a few days ago and so far I’m much happier with it than the one xfinity provided. But this app is useless. It tells me I’m not connected to the internet when I clearly am and the most irritating part is the network map never works. The first 1.5 days it seemed to work fine but now it doesn’t show any connected devices. No matter how many times I refresh, nothing. I’ve deleted and reinstalled the app and nothing has fixed it. I have always relied on this type of feature to turn off WiFi for gaming devices so the kids don’t stay up past their allowed time. Now I have to gather every single device (or take power cords) if I want to ensure my kids are off devices. Please fix the app!
Hello, I was worried about using the app because of negative reviews. Hopefully this review counters the negative reviews. Please read full review. I bought this brand router docsis 3.1 modem router combo yesterday and used this app yesterday (Nov 9, 2019). Everything worked perfectly. Location: Sunnyvale, California Here is how I did it: Using xfinity/Comcast internet First connect one end of coax cable to modem and other end to coax cable socket on wall or splitter if you have xfinity cable Plugin power cord into modem Plugin power cord in wall socket Wait for like 15-30mins until internet light stays solid green(This will happen only if your service is active) and WiFi light stays slow blinking green at the same time. Once the modem becomes stable like in last step, download and start the app on your mobile (hopefully you have an alternate internet access to download the app). Register in the app, and follow the steps. Once you login to the app all information should be available. Some tasks in the app take a lot of time like (30secs-1min 30secs for me), so be patient.
Modem works fine, haven’t had any problems with that but this app is pretty useless. Unless I’m just not seeing it, you can’t even reset the modem from the app which is weird. I’ve used 3 other modems and they all had options to reset device from the app. I also don’t see an option to remove a connected device... what is the point of listing what devices are connected if I can’t do anything to remove them. Once again, 3 other modems all had options to remove connected devices from the network. I don’t think the app is good for anything other than looking at how many devices are connected. You can’t manage the devices and you can’t reset the system so there’s no point in even having an app with no functionality.
The app never seems to show the actual settings on the router, so I end up having to log in with IP address anyway. Beyond that it took my 11 year old less than a week to hack his way around the parental controls which are set up using MAC address, so all he does is change the MAC address on his PC and he’s back online. It needs to restrict access to only the devices I approve if it’s going to only go by MAC address. Beyond that, this is the second router of this type I’ve bought because the first one died and they wouldn’t cover it claiming it was an act of God that took it out because we had a power outage and it never came back up. I wish there was a competitor but Cox only recommends this one. Augh! Thanks for letting me vent.
I just upgraded my modem to this high end Arris one and its great. The app is a great idea but so far 90% of the time I try to use it it gets stuck at the first screen with a “please wait” window which I cant get past. I close and reopen the app and it does the same thing. The few times I was able to get it to work it was cool but unfortunately that’s rare. Kinda useless garbage. Update 10/11 The app is total trash. Since my review yesterday the app will do nothing except start, and then hang on the “please wait” pop up. I’ve closed and restarted the app, rebooted my phone and iPad, rebooted the router. Nothing works. Don’t bother installing it. Just use the web interface.
For a few months, I had nothing but good things to say about this application. It worked every single time I open the app, but now it tells me I’m not connected to my Wi-Fi when I am. I’ve turned Wi-Fi on and off multiple times, and even turned off my data to make sure my phone wasn’t trying to use that, and still it tells me I’m not connected to Wi-Fi. I don’t understand why this was working months ago and all of the sudden decided to completely stop. But it seems like this is a trend with this application based on previous comments
I’m reading a lot of snarfing on here, mostly from frustrated folks who don’t understand what this app is for. This app provides a basic interface from which you can access your home network and manage some of the more popular/frequently managed settings on the fly without having to localhost your way in and screw around with the clunky control panel that essentially exists for virtually every hardware product of this type. For me, I like having quick access to disconnect my kid’s Xbox from the network when it’s 11:53pm and for the third f.ing time I told him to turn the volume of carnage down to a low roar. He didn’t feel like listening the first three times? Watch this. Why three stars? Because the interface could use a little overhaul and update to get it better in line with the current iOS.
NONE of the Arris apps work! It won’t connect to the wifi. Even when I’m right next to the router. Then after several failed attempts. It says you now have to go to the Surfboard app. To get into this app. But it’s the same story. Surfboard app won’t connect to Wi-Fi either. And eventually tells you to go back to the app you were just on!!! . IF YOU HAVE THE OPTION OF RETURNING YOUR ARRIS ROUTER. I WOULD DO IT IMMEDIATELY! This piece of crap app/apps and ARRIS as a whole. ARE LIARS! I hate you people. I can’t even change my wifi name & password. Arris is putting me at risk. Will they do anything? NO! LIARS LIARS LIARS.
Set up is fine....but parental controls are lacking
I just hooked up the modem/router for my Xfinity service. I’ve been paying to rent one for the last 4 years. As I just upgraded my service to 1gb, I bought my own. However, owning means I can not longer utilize xFi. I loved the multiple time slots I could out on my kids devices. As of now, I can set one control per device. This is a huge disappointment as I could previously limit time on the Xbox and other devices. Please add additional controls... parents rely on them!
This is a incredibly frustrating app to use. You can’t change the password without it crashing the program. You can’t assign parental controls if the computer or device is not online at the time. You cannot have multiple timeslots for parental controls for a single device; for example, weekday rules and separate weekend rules. This is obviously shareware that they utilize so they don’t have to pay to develop their own interface to the gateway.
It shows all my WiFi connections as 2.4Ghz when they’re on 5Ghz, and indicates I’m having internet troubles when I have no apparent issues. You can launch a web GUI that is far more useful, with utilities to restart etc. why not put that in the app? Strange for the “most amazingly popular retail modem.” I want accurate information displayed so I can act accordingly. I don’t trust anything this is telling me. It makes me want to reconsider my purchase. Support told me to just reinstall the app. Thanks for that.
Why would you need my physical geo location for services on a LAN (local being the key word) connection? Weirdest app ever, I get it when streaming service’s want to know who’s using their services and where they are in the world, but for a device I paid top dollar for needs my physically geo location in the world all the time just to use their app to connect to a physical device that’s literally 5 feet away from me hmmmmmmm? Nefarious. Why? Just dumb.
Nothing on this app works. Cannot make changes to anything network related, passwords, parental controls or tiny adjustments. If it did, you would not need to allow location services. Also one of my biggest pet peeves is misspelled things when something should be kind of professional. Did Arris let China just go to town in this app? Nothing on it makes any sense to read and never works. Shameful that Apple let it into the App Store.
The app tells me that I don’t have internet; Wi-Fi service is constantly interrupted saying no internet on one of the dual settings yet the other one works fine. I can not reset the modem from the app; which is problematic given the modem is centralized behind a panel in the wall. The SBG8300 modem has a solid green light even when my service is ‘interrupted’ on one of the dual channels. I’m about done with this. I’m ready to send back the modem and delete this app.
This is one of the few times that I write a review. This app. Useless. And I will advice anyone to keep your mind and anger. To yourself and don’t bother even to download it. For this reason, it makes the Arris product’s Useless too. I have returned their product because of this garbage software. Don’t bother or Even thinking about Arris. The only way I was able to set the router, was via a direct line to my pc. So don’t buy Arris or download this application.
I had this app for three days and the app on day three refuses to log into the account. It just keeps saying that I don’t have an account when I do. Very frustrating and needs to be fixed. At least the web gateway works... but apparently isn’t secure. So that top needs to be fixed. If it wasn’t for the lack of a secure web gateway to the device and the app issues I’d have no problem with five stars as the speed of the connection is great compared to my old equipment.
OK if you want a basic router set up you probably already done it you don’t really need the app because the app is well useless they haven’t updated it since 2017 quite honestly if you’re reading this don’t even waste your time on setting it up because it’s not worth the money or your time just go back to the store you bought it from and buy a new router because it’s a waste of money.
The app set my user name and a password I couldn’t see (and crazy username/password that I’d never remember) and now that I had to get a new phone I can’t get into my account because I don’t know the user name or password. I tried to reset my info by deleting the app and re-doing the modem set up but it doesn’t change my login and there isn’t anything to figure out my user name or password. Very frustrating!! I’d give this no stars if I could.
I had the most smoothest time with the app. You have to call your cable people first. Once it’s set up, following the paper that comes with it. I had zero issues with this, idk what’s happening with everyone else.
The app does not work at all, it asks you to connect to your router, once I sign in it goes to a loading screen before I can put my info in and just sits there then tells me it can’t connect, does this everytime, if your going to release an app like this to operate your settings for your router/modem at least make it work this isn’t usable, it’s junk it should just be removed from the App Store.
All I would like to do is sign in to my manager app and I go through every step still can’t even sign in try to get help doesn’t work tired of seeing wrong email/password when it’s not and can’t even use the admin password way. So modem/router is decent but if I would have known everything but the device it’s self is TRASH i would have bought a different brand because at least I can get farther than no where!!!
It’s disgusting that you have to pay for customer support
I called customer support to help reset my password. They told me that my warranty is up soI have to pay to get any customer support. This is the most ridiculous thing I’ve ever heard of, I’ve never heard of any company making you pay for customer support. I’m throwing away this router and buying a new one and will never recommend this company.
According to the manufacturer, my wireless gateway is compatible with this app which requires access to your location data before reporting that network connectivity has been lost (even though it hasn’t). The other reviews on this app mirror my own experience and I regret installing this app and providing access to my location data. This was another negative experience with ARRIS/Commscope.
Opened app, logged in with info on tag with password, then app said success with a green check mark then suddenly dropped to a big exclamation point and said the user is and passwords had been updated and to use the App central Menu GUI to retrieve current login info!! Geez… how in the work do I find the Central App to get this info? Why in the world would the equipment not use the log in info on the tag attached to the ARRIS?????????????
I have no idea if this app really works. That’s because it doesn’t log in correctly. It times out instead of signs in. I contacted Arris Support which was a waste of time. They thought that my ISP provider should upload a firmware update and that would make the app sign in on my iPhone! Really? I’m having the same sign in problem with my iPad. I am deleting the app as soon as I finish this review.
IF YOU ARE THINKING OF BUYING THIS PRODUCT, DON’T! AND IF YOU HAVE, TAKE IT BACK!! We bought this modem/router for our high speed internet, and from day one had issues. I continually am trying to figure out why we are having log in issues, devices disappearing, internet saying it’s off when it’s not, and on and on. Never thought to look at the reviews on the app until today! I almost feel relieved! Not that the app is so bad, but that I’m not just completely incompetent when it comes to setting up this app! Today, after seeing this, I told my fiancé about EVERYONE having problems with this app! He said to get online and find another one. Can’t wait to disconnect this one! Anyone need a really bad modem?? LOL😉
In order to set up internet, you have to download an app? Seems a little ironic and cruel. Then you are required to share your location, the QR scanner is broken but the manual connection takes forever, it gets stuck on time zone page and then after it’s finally all set up, it won’t let me login and tells me to go use a different app.
Several months after setting up my account & modem, I needed to make changes to my network. For some reason I was logged out of the Surfboard app & my username/password wasn’t saved. After many attempts, I still cannot log into the app & there is no option to reset your password. I can’t manage my network if I cannot log in.
I’ve had a lot of trouble with my new arris modem all year. Installed the new app update two weeks and I’m locked out. App doesn’t recognize my WiFi network anymore and my parent controls are completely unavailable. I even deleted and reinstalled the app. Nothing. My previous user account seems to be gone as well. I can no longer login. HORRIBLE TIMING for a parent who’s child attends virtual academy and was prepping for finals!!
We purchased this router to make our WiFi range better. It made it worse and this app is awful. The one feature I was excited about was being able to see what devices are connected and the parental control for when they have access to the WiFi and being able to block it when they’re in trouble. Well that doesn’t work. 😡 please fix this!
Experiencing spinning on the App. Doesn’t connect.
Received this Arris Cable Modem + Wi-Fi for Xmas. Since setting up and downloading the SURFBoard app I have only been able to get into the app fully ONE TIME! Every other time I see a black box center screen on my iPhone with a spinning icon. That’s it, never works. The developers need to fix this App ASAP or I and I’m sure many others will be returning their Arris SURFBoard devices.
Looking at the reviews for this app, I was sort of thinking my phone was going to explode or something if I installed it! The app is NOT that bad!! Admittedly I have noticed it is a bit choppy. I noticed I might have to refresh the app to get accurate readings if I am looking for data. Changing settings within the app is no problem. Could this be better, yes! Does it deserve better than 400+ 1 star reviews? I think so. UPDATE: I did come back and remove a star. The WiFi Spot Meter now crashes each time I try to use it lol.
Wish there were a zero star option. Was eventually able to get the modem/router connected. App and instructions did not describe all the different ways the app would hang. Turns out it set up correctly but you would not know that if you just relied on what you saw on the phone screen. What should’ve been a simple follow the instruction steps turned into an involved trial and error process.
Tried setting up my account through this app numerous times. It is a complete piece of trash. Because of numerous delays and warnings saying it lost contact with my router. I would spend almost 20 minutes each time trying to set up an account. It would deny my access every time I logged in. Only way to reset password is to reset router.
Tried to change my wife password once, after that my devices kept kicking me off and requesting the password. Now the app doesn’t even let me login most of the time. “Big fixes” don’t seem to include making the app actually usable. I don’t know if anyone can actually get in but I’d like to know how you do after the first attempt.
It takes forever..... to set up The QR scanner has a very difficult time trying to pick up the image. The app will freeze while trying to install at different steps of the process. The modem/router received rave reviews that I am believing were planted. None of them mentioned the PIA with this app. Loaded onto an iPhone 12.
How can I ‘be in charge of my home internet usage’ when neither the direct nor the remote app allow me to see summary statistics of my usage? Other routers like the Netgear Nighthawk modem/router track and display daily/weekly/monthly (current and previous) information. Hard to stay within my provider data limits when I can’t see the usage.
Worst app ever. Calling Customer Service doesn’t help either.
Managing one’s WiFi network should be nowhere near this complicated. Then if you forget your password, that requires an entire factory reset of your WiFi system, after which you have to go through a password reset process that doesn’t even work. Just terrible all around.
-Takes multiple tries to get logged in. -Very limited on what the app can actually do. -And no way to view data usage for connected devices. We have never gone over our data cap until this modem/router was installed. Now we go over our limit every month. I need to see what is using the most data. This app is worthless to me. If I could give 0 stars, I would.
Locked me out of my router because the app crashed and it never gave me an actual password, and won’t let me start the setup again. This app is literally trash. I’m so disgusted that a company that PRIDES itself for selling routers would completely fail so miserably at creating a working app. I’m sure the router would be nice if it worked but because of your app YOU TOLD ME TO USE I now have a $120 piece of junk plugged into my wall.
I had a very hard time connecting the app to my 7600AC2 modem/router. It took several attempts to connect to the modem/router and several more to login. Also I’m struggling to log in to advancement settings via my MacBook because it says I’m logged in elsewhere when I’m already logged out.
I downloaded it to set up my new Surfboard modem and it wouldn’t work because it couldn’t find an Internet connection! Idiot engineers at Arris didn’t consider that there wouldn’t be an internet connection until the modem was set up in the first place. Worst product design I have seen in 45 years of working in the software industry.
My password no longer works. There is no way to reset it without factory reset. I am unable to log into the surfboard manager app because it tells me to connect to my WiFi but it already is. I will end up buying a new modem / router because Arris has been so frustrating since i started using this modem router and the app doesnt work. 🤦♀️
I already seen the past review for this app but I wanted to try it anyways since I have a different router. But the same issue happens where I can’t access the router and it gives me an error saying “cannot connect to you’re wireless gateway”. I would like to be able to access my router from anywhere in my home like I was able to with my old router.
I asked my device to save my password and for some reason this is the only app it hasn’t. I can’t get into the app I’ve spent 20 minutes trying to figure out my user name and password. It doesn’t have an option to retrieve it and now I can’t access it. I went to the website and no help there either
The ARRIS SURFboard® Manager app is being updated to SURFboard Central - https://apps.apple.com/us/app/surfboard-central/id1478418148 SURFboard Central will help you get the most of your device with new features, new UI and new experiences. We are excited to have our new and current customers shift over to SURFboard Central and have worked to make the transition as easy as possible. For our SBG8300/SBG10/SBG7580-AC / SBG6950AC2 / SBG7400AC2/ SBG7600AC2 customers: New customers - please start with SURFboard Central App for onboarding and managing your device. If you already completed onboarding, no worries - you will be prompted to seamlessly transfer all your information to the new App. Existing customers - with this update, you will be prompted to launch SURFboard Central that will seamlessly transfer your existing configuration and settings to the new App. For our legacy device users: SBR-AC3200P / SBR-AC1900P / SBR-AC1200P / SBX-AC1200P Stay Tuned - we will be updating our Mobile Application to support these devices. For now, please continue to use the ARRIS SURFboard® Manager App to manage and configure your devices.
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