ComplaintsforCommScope

• 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.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased three (3) Arris *********** Devices in the past two weeks. I have had issues with all three units; two of which I have since returned. The third is giving me the same issues. I spent an hour on the phone with your technical support, as well as an hour online via the Live Chat with customer support; neither of which were able to provide any solution to my issues. Rather than re-hash the issues herein, I'd appreciate if someone within your technical operations team could reach out to me to assist with these issues -- to give a bit of information, it ties into not being able to access VPN ****** AnyConnect) which my wife uses for work. I have tried to use three of your Arris G36 devices and all three are causing issues with this and your support either can't assist because they don't know how, or because they are unwilling.

  Business response

  12/28/2021

  On 12/16 our tier-3 technical support agent reached out to ************************ and provided a few troubleshooting tips.  Unfortunately ************************ no longer had the product in question with him therefore the troubleshooting steps could not be performed.  A replacement device was sent to ************************ on 12/17 and received by 12/21.  An appointment is scheduled with ************************ on 12/21 with our tier-3 technical support agent to help him perform the troubleshooting steps.
  
  Our preliminary analysis indicates that the technical issue ************************ was experiencing may be related to his specific set up, including the specific *** client version, the operating system, and the *** server settings, as we were not able to duplicate the issue in our own internal testing. 
  
  Based on the progress to-date, wed like to close this issue as we have met Mr. *********** request to speak to someone with the technical know-how to assist his issue.  Please respond and confirm, or let me know if there are any questions.
  
  Thank you.
  *********************
  VP ****************** and Customer Support.

  Customer response

  12/28/2021

   
  Complaint: 16141998
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  12/28/2021

  I was under the impression, based on conversations with ****, that this would be an ongoing case, wherein he was going to reach out the engineering and follow up with me. We did last speak on 21 December, and I was advised that based on the testing we had done, that he believed he had the necessary information to provide to engineering.

  I questioned if this would be a "back and forth" type scenario, wherein he'd be given steps to try, and reach out to me to do so, and I was advised that would in fact be the case. I also advised that I was more than willing to do any testing that was needed to find a remedy to this situation. Additionally we did discuss that given the recent release of this hardware, that there had been no reports by others who were having these issues (I've read at least two scenarios wherein others have had this problem; whether they chose to reach out to you directly or not, I do not know).

  I am more than willing to take as long as it will take to find a solution. **** seemed to believe that a setting that had been afforded to the end user on previous devices, that is not on this device, could be a reason for the issue I am having (It was not stated that this *WAS* in fact the issue,

  I need to be advised what I am to do next, and if in fact this is the "end of the road" for CommScope trying to assist me, then I know I won't be purchasing their products for my personal or business need nor will I suggest their hardware to anyone, since it seems they "throw in the towel" rather quickly.

   

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 15, 2021, I purchased a modem (model*******) for $105.56 from the SURFboard Store, which comes with a one year warranty. On August 18, 2021, it stopped working. I called to get a replacement or a refund. I was on hold for 30 minutes waiting to speak to a manager or supervisor after the first person I spoke to told me that he could not do anything for me. He stated that they do not service this modem, even though it was under warranty. After waiting for 30 minutes my phone call went to voice mail. I never received a call back. I called back the following day and went through the same process and was told a manager or supervisor would call back within 3 hours. Again, the manager / supervisor never called back. order number is****** case number **********

*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. ↩