ComplaintsforCommScope

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 13, 2024 I purchased Arris G36 advertised as approved for Xfinity. After installing that modem I noticed frequent service interruptions due to packet loss. After multiple calls with Xfinity support and Xfinity's technician onsite visit I opened a case with Commscope and received a replacement G36 - that experienced the same problem. Meanwhile I tried other modems, so in total:Working modems - all working fine 2 different rental units from Xfinity 1 unit from Hitron Failing modems - both having packet loss 2 Arris G36 After multiple calls with Xfinity, Commscope, and researching Commscope Community and Xfinity forums:1. There are numerous reports that G36 doesn't work with Xfinity 2. Xfinity explained that the issue is specific to G36 (makes sense since both units do not work while all non G36 units worked)3. Xfinity's - position - this is the problem with the unit.Commscope support didn't offer any resolution and just ended up hanging up on me.Commscope support explicitly refused:1. To escalate to their manager 2. To exchange G36 for some other model 3. Refund money Commscope doesn't stand behind their products.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an Arris SURFboard SBG7600AC2 DOCSIS 3.0 Cable ************** Wi-Fi modem/router on 11/30/2022 from Amazon.com for $183.58 (including tax). This was to replace the modem/router I'd been renting from the cable provider for $15/month. I have previously purchased and installed Arris modem/routers in other homes and for other family members without issue. I confirmed this model was compatible with my internet, made the purchase, and set it up.I immediately had issues with intermittent connectivity, however, I was on a break from work so wasn't using it regularly. I called Arris multiple times and worked with a tech on the phone to reset the settings, all of which yielded no result. I also had my internet provider service my apartment to ensure it was not an issue with the internet itself. After the provider confirmed it was not an issue with the internet, I had to order a replacement from *****. While ***** provided the replacement free of charge, I had to pay shipping ($21.73). This was in August 2023.I immediately had issues with the replacement modem/router. I called ***** who told me it was a problem with the cable company. The cable company returned to visit the apartment again and found no issue. I reverted back to ***** again, who stated that the the internet provider needed to return again to re-provision the unit. The internet provider returned and re-provisioned. And still the router drops continuously.I'm absolutely out of options in terms of working with *****. They have not been helpful along any step of the way, and I've had to resort to using a hotspot at all times since their router does not work in any capacity. They need to take responsibility for providing a faulty product. Please help me to get a refund for this waste of money.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  About a year ago I was selected to test hardware for Arris/Commscope.I had a point of contact who I am trying to reach for assistance, ********************* and have been unable to reach.I am having issues with the hardware and am not sure what the protocol, if any there is for troubleshooting.I am out of town until tomorrow so can't do testing today, and I plan to go back to my old hardware as I have been unable to use it for a few days on and off.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company is making apps that are messing with people's internet so that they are able to hack people information.

  Business response

  02/28/2024

  Dear BBB,
  
  Our apps developed by ARRIS ****** **** do not impact Internet connectivity.  For information about app's privacy practices and handling of data please the App stores for details.  We will reach out to **************** to discuss her concerns with our apps.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a serious issue with my Arris SB8200 modem, and have had this issue for some time, over a year.I previously contacted Arris customer support, over a year ago, while it was in warranty, and they blamed ******** my ISP, for the issue, they said that it is ********* job to configure the modem. I reported back then, that the port I was using for internet, switched from Ethernet port #1, to port #2, and I was concerned about this being maybe a hardware issue, but they said it was a configuration issue on ********* end. ******* said they didn't know how to configure my modem, despite ***** saying its their responsibility, but the single port at the time was sufficient, so I didn't press it, because I was getting the run around and finger pointing from both corporations, wasting alot of my time for nothing.Fast forward, and I am dealing with both of them today, because I am trying to use the modem's feature of Link Aggregation, which does require BOTH ethernet ports to be active. Deja *** same situation, I contact *****, who says they cannot do anything, they cant update my firmware or configure my modem, they say its ********* job. I speak with ******** including Corporate HQ, who say it is *****'s job, and that they cannot do either of those things. The product, to this day, is sold as officially compatible and supported by ******** but in actual practice, between both corporations, neither is living up to that promise.I want my money back, because it is looking like I'm going to be forced to buy a different modem, because of this issue. I would have NEVER purchased this modem if I was aware that both corporations were going to be negligent, and it matters not who is to blame, because I am not at fault, regardless of whether its Arris or ******** so I want my money back, or I want a modem provided to me that isn't going to have this issue.This isn't my fault, and I shouldn't have to eat the cost and go through this.

  Business response

  05/03/2023

  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************************** regarding warranty replacement.
  
  On May 3, 2023, I contacted ******************** to discuss the issues he was experiencing.  The details form our discussion led me to believe that the SB8200 had an Ethernet port failure during the time when ******************** called our support sometime last year.  We resolve this matter by providing a replacement SB8200.  

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I confirm I spoke with ************** and that he did send a replacement modem. The modem in question is working fine, and I've concluded that the ethernet port on the old modem was defective, as this new one does not have the same issue.
  
  I'm very satisfied with the result. I'm sending the old one back later today. Thank you ************** for helping me & thank you BBB.
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May internet provide provide me with a list of recommended modems and modem/ router combos. I chose the SBG7400AC on 3/25/2022. The product was shipped free of charge for $149.00 plus tax for a grand total of $160.92. After receive the product and attempt to setup with my internet service provided the product did not function as intended. My internet service provider perform diagnostics and determined that on one the boards was not operation as they were unable to receive MAC or IP addresses from the SBG7400AC. I quickly contacted Arris Support for an exchange and/or refund. After, receiving unhelpful customer service I decide on a refund. I was told I would have to pay for the returning in the amount of $5 on 4/2/2022. I do not agree with this policy since I was provided a defective product and was told my refund would $155.92. The Arris warehouse in ********* ** received and signed on 4/12/2022 After multiple phone calls about my refund I was told today 6/4/2022 that my refund will $144.00. This is an unacceptable practice of deception and with holding sales tax for no sale as well and return shipping.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩