UPDATE 3 **************
You can read my sad tale below if you choose. But a quick summary may suffice. I got the SB8200 and it worked for 58 days. It then stopped working. It was replaced by Arris but the second modem did not work, either. That modem was replaced by Arris and the third modem did not work. The odds of getting three bad modems were pretty near zero so attention turned to Comcast. A tech came out and confirmed that the SNR was way low and the signal levels were out of bounds. He ran a new cable to the Comcast distribution box and installed a new splitter. The third modem connected immediately and worked perfectly. The fact that my old modem (not a docsis 3.1) worked had initially suggested that the problem was the new modem instead of the Comcast line.
Arris support was GREAT through all this. I got right through to a live tech after about 3-5 rings (after their voice menu system answered and directed my call). They replaced the modems quickly (I had to send old modem back via ground - free return shipping - but they sent replacement modem via next day delivery). This is some of the best support of any company I deal with. It is pretty much the opposite of Comcast where getting to a live agent can be very difficult.
This review was originally a 2 star but is now a 5 star - and I would give Arris support 6 stars if I could.
ORIGINAL POST *********************
I have had this modem for 58 days. It was working well connected to Xfinity. Good download speed. Then, today it became intermittent. It ran for a couple of minutes, then lost internet connection, then was back but at slower download speed. Then it was running fine. That pattern continued to repeat. I had hoped it was an Xfinity issue, but I reconnected my previous modem and everything is working just fine.
Before purchase I had read the bad reviews, but there were way more good reviews so I hoped that I would be one of those customers that got a "good one". Nope. Besides EVERY modem I looked at had about the same number of bad reviews. Many saying - don't buy this. So what is one to do?
UPDATE **************
I contacted Arris customer support. I got through to a tech IMMEDIATELY. He said they needed to check the modem while it was online. Since I had already installed by backup modem, I had to contact Comcast and switch my MAC address back to the Arris and get in connected. I then called Arris back and again was connected to a tech, immediately. The reason this is a 2 star rather than a 1 star is because of the ease of contacting support. The tech looked at the modem stats and agreed it was bad. After a 5 minute delay while he consulted with a supervisor, he approved my return of the modem. He emailed me a prepaid shipping label and said they would send a new modem to me as soon as they received the old one back.
So what Arris may lack in quality, they do mostly make up for in good customer support. Realistically, any product can fail, so the experience in dealing with a failed product is an important part of the buying process. Arris support gets 4 stars from me - one star off for making me reinstall the modem so they can verify it was bad. Though that was a perfectly reasonable request from them, I had pretty good evidence of my assertion that it was their modem which was the issue.
Update 2 **********
I got the replacement modem. I spent about 90 minutes on the phone with Xfinity and Arris customer support trying to get that modem working with Xfinity. We could not get the modem to work - it seemed like it was working for a few seconds here and there. So I am sending this replacement back and will get yet another replacement (for the replacement). Hopefully the 3rd times the charm.
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This Item  ARRIS (G18) - Cable Modem Router Combo - Fast DOCSIS 3.1 Multi-Gigabit WiFi 6 (AX1800), Approved for Comcast Xfinity, Cox, Spectrum & More | Recommendations  |  |  |  |  | |
| Price | -7% $166.63 List: $179.00 | -17% $74.99 Typical: $89.94 | -25% $149.00 List: $199.99 | $297.00 | -8% $349.99 List: $379.99 | -23% $99.99 List Price: $129.99 |
| Delivery | Get it as soon as Thursday, Jul 31 | — | Get it as soon as Thursday, Jul 31 | Get it as soon as Thursday, Jul 31 | Get it as soon as Thursday, Jul 31 | Get it as soon as Thursday, Jul 31 |
| Customer Ratings | ||||||
| Sold By | Amazon.com | planet technology (we record SN) | Premier LogiTech | Amazon.com | Amazon.com | Woot |
| connectivity tech | Ethernet, Wi-Fi | Ethernet | Wi-Fi, Ethernet | Wi-Fi | Wi-Fi | Ethernet, USB, Wi-Fi |
| number of ports | 4 | 4 | 4 | 4 | 3 | 6 |
| data transfer rate | 1.8 gigabits per second | 1900 megabits per second | 1 gigabits per second | 2700 megabits per second | 800 megabits per second | 1900 megabits per second |
| wireless standard | 802 11 AX | 802 11 AC | 802 11 AC | 802 11 AX | 802 11 AX | 802 11 AC |
| frequency band class | dual band | dual band | dual band | dual band | dual band | dual band |
| lan port bandwidth | 1000 Mbps | 40000 megabits per second | 10/100/1000 megabits per second | 1000 Mbps | 1000 Mbps | 10/100 megabits per second |
| max upstream rate | 300 megabits per second | 131 megabits per second | — | 1000 megabits per second | 800 megabits per second | 384 megabits per second |
| security protocol | WPA2, WPA3 | WPA2 | firewall | WPA/WPA2/WPA3 | WPA2-PSK | WPA2-PSK, WEP, WPA-PSK |
| frequency | 60 hertz | 5 GHz | 5 GHz | 5 GHz | — | 5 GHz |
| operating system | SurfOS | — | — | ZyNOS | Netgear OS | Mac Os,Vista,Windows 7 |
| antenna type | — | — | internal | internal | internal | fixed |
From the manufacturer
Get 2 products in 1 device, a cable modem with built-in Wi-Fi router.
ARRIS SURFboard G18 DOCSIS 3.1 Gigabit Cable Modem & Wi-Fi 6 Router (AX1800)
Experience faster streaming and downloading throughout your home & eliminate monthly modem rental fees.
All-In-One Solution
A Wi-Fi cable modem is a cable modem and a Wi-Fi router in one device. It's a convenient, space-saving device that provides the connection to the internet and the ability to share it with all of your devices.
Sold over 260 Million in Home Connectivity
Own Your Modem & Save:
Own Your Modem & Save: Reduce your cable bill & no longer rent a cable modem, remove those monthly fees. Compatible with major U.S. cable internet providers including Cox, Spectrum, Xfinity and others.
Fast Downloads & Uploads:
DOCSIS 3.1 is the newest technology available from cable internet providers. Its 10x faster than DOCSIS 3.0, provides better security, reduces lag while gaming & enables high speed networking in your home. By featuring the latest DOCSIS 3.1 technology, the SURFboard G18 takes advantage of next-generation speed tiers offered by cable operators.
Built-in Wi-Fi Router:
No need to manage multiple devices. This space-saving device combines a cable modem & Wi-Fi router, with speeds up to 1 Gbps and Two 1 Gbps Ethernet ports for wired networking.
Straightforward Set-up:
Plug-in the device, download the SURFboard Central App, and follow the instructions to activate the modem and create your Wi-Fi network.
Product information
| Package Dimensions | 9.49 x 7.44 x 4.41 inches |
|---|---|
| Item Weight | 2.4 pounds |
| ASIN | B0DV1VFFVJ |
| Item model number | G18 |
| Customer Reviews |
4.3 out of 5 stars |
| Best Sellers Rank |
|
| Date First Available | January 24, 2025 |
| Manufacturer | Vantiva |
| Country of Origin | Vietnam |
Warranty & Support
Manufacturer’s warranty can be requested from customer service. Click here to make a request to customer service.
5GTOTO Terpercaya
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This Arris Modem is plug and play, yet you do need to register Mac ID with your Internet Company
I have Sparklight Internet, which is very reliable and dependable, as I am a remote worker. Only, they traded in their Arris Modems for Hitron brand and I ended up losing two days of work due to Hitron going offline over and over as it was too sensitive to weather events, so they gave me their last Arris Modem as I needed a workhorse that would keep going and that is the Arris Modems. My current leased Arris was starting to act ups and Sparklight wanted to send a tech out with a new Hitron modem again. Noooo! So, the Sparklight tech guy showed me where to find the list of Sparklight approved DOCSIS 3.1 modems and said I could buy the Arris modem and avoid having the Hitron. I found the ones with built in Wi-Fi were out of my budget, yet the Arris SB8200 was budget friendly. Only, I needed a router so I could have Wi-Fi for my other devices. I then found the budget friendly Amazon eero Mesh Router. The description was it turns any modem into a Wi-Fi one and it was so budget friendly. In fact, buying this model of Arris modem with the mesh router was over $100 less than the lowest priced two in one modem. Sparklight Billing was able to not only register my Mac ID for the modem she also guided me to set up the eero mesh router. Now they both work great as my Dynamic Duo to allow me to have stable internet for work, while allowing my other devices to connect to my internet as well. I am very happy with my little team, and I will always choose an Arris Modem.
Top reviews from the United States
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- Reviewed in the United States on August 12, 2022Style: SB8200 Gigabit ModemVerified Purchase
BUYER BEWARE:
STAY FAR FAR AWAY, Worked marginally for about 6 months then exhibited a number of defects
Reviewed in the United States on August 12, 2022
This product being a DOCSIS 3.1 Modem seemed to be safe and solid when I purchased last year on Amazon.com. Little did I know that problems would gradually start to increase with the Arris Surfboard SB8200, and seems to be an unfortunate pattern I have found with Arris Brand Cable Modems and Gateways. Customer Support is lacking and avoids addressing the issue while frequently diverting from the main problem they are asked to assist with. Arris brand products I have experienced continue to demonstrate noticeable defects and appear to be made with poor quality parts. I have purchased the Arris SB8200, SGB8300, SB6190 and SB6183 Cable Modems and Gateways and this is particularly if you have Cox Communications for an ISP, it is wise to reconsider this brand if you want a reliable internet connection and service. I strongly suggest you steer clear from this brand! The SBG8300, SB6183 and SB6190 all exhibited problems from the start, but this Surfboard SB8200 was particularly deceiving, since on the surface it seems that it would be a top performing product being DOCSIS 3.1 and not made with the Puma 6 Chipset some of us had the misfortune of experiencing defects with. I have now found this SB8200 device to be useless after 6 months and hours and hours troubleshooting with Arris customer support via chat, phone and email. You will be out of options when this product starts to fail, which for me is outside the return time frame with Amazon and Arris will refuse to take any type of accountability or responsibility for this failing product. The numbers of issues faced with this defective product has been extremely frustrating and caution a prospective buyer of this DOCSIS 3.1 modem to reconsider. Do yourself a favor, choose another brand Modem or Gateway. Anything with this brand made within the last 5 years I have noticed lacks basic performance and will begin to exhibit these issues and defects no later than 6 months into operation. I suspected it was my Internet Service Provider or Router that was the problem at first when I began to have increased and unexpected as well as unexplained internet outages. Knowing Cox had a history of preferring Arris brand equipment, I never suspected I would encounter problems with their products. After I could not ignore the unexplained connection drops and unusual amount of internet outages I finally uncovered this cable modem was the culprit, however was too late to recover the investment. It wasn't until a Cox technician noticed the unusually slow and odd way this modem rebooted after a connection drop and told me he had nothing but problems with this brand of equipment he never encountered with the others. I began to look into the problems with this product, and started to see a noticeable pattern of dissatisfaction from customers like myself. I have replaced this cable modem now with the Motorola MB8600 and had success with the modem and absolutely no issues since purchasing it. The MB8600 worked right out of the box, which I cannot speak for it down the road, but already seems more promising that any of the Arris brand products I have unfortunately purchased in the past. I thought I would provide a review on this product as I am able to speak now to the longevity of this Arris Cable Modem model SB8200 and a few other Arris products that failed prior to this one. This investment I made was a big mistake so hopefully this can help you make an informed decision which I strongly caution you all with purchasing this product.
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