Search product FAQs here, and get answers to your most pressing issues. You can also visit our Consumer Support website for more detailed information.


SURFboard mAX™ Mesh Wi-Fi System

What are the key benefits of Whole Home Wi-Fi?

Local Area Network (LAN) speed improvement —True gigabit speeds in your whole home. The SURFboard mAX™ Pro system is the first and only Mesh Wi-Fi System with 4x4 802.11ax radios on every single band, delivering the fastest speeds possible. SURFboard mAX Pro uses 4x4 802.11ax on both the 2.4 and 5Ghz low bands to deliver the fastest possible speeds throughout your home. Your mesh network gets a third, dedicated 4x4 802.11ax radio on the 5Ghz high band specifically to communicate between SURFboard mAX Pro units.

Adaptable, intelligent Wi-Fi — Mesh gives you a strong Wi-Fi signal everywhere in your home. It’s an intelligent system of routers working together to create a seamless, wall-to-wall network.

Greater coverage. Your home network can consist of one SURFboard mAX™ router, or 2 SURFboard mAX routers working as a system for up to 6000 sq. feet of Whole Home Wi-Fi coverage. When SURFboard mAX is connected with an 802.11ax device, the improvements in 802.11ax (Wi-Fi 6) can translate to up to 400% longer range than 802.11ac

Do I need a modem?

Yes, the SURFboard mAX™ router replaces your Wi-Fi router working with your modem. For existing home networks run by a gateway (a device that serves as both modem and router), we recommend turning off the Wi-Fi on the existing gateway to prevent any interference with the SURFboard mAX router. Consult your gateway User Guide or your ISP (internet service provider) to learn how to turn off Wi-Fi.

Can I use SURFboard mAX™ router with my current modem?

Yes, the SURFboard mAX router should work with your current modem right out of the box. Some modems and Internet Service Providers (ISPs) may require special configurations.

Combo Modem/Routers -Many ISPs provide a single device that acts as a modem and a router simultaneously called Gateways. If you have one of these devices, you should follow the user guide’s instructions to turn Wi-Fi off on those units and connect the SURFboard mAX main router to the Gateway.

Verizon FiOS - SURFboard mAX routers work well with Verizon FiOS Internet-only service. If you want to control your FiOS TV from within your SURFboard mAX network, there are some additional configuration steps you'll have to take.  Steps can be found here.

AT&T’s U-verse - SURFboard mAX routers work well with AT&T U-verse service. To set up your SURFboard mAX network just follow the setup instructions in the SURFboard mAX Manager app. After your network is set up, we recommend disabling Wi-Fi on the AT&T U-verse router.

What is the benefit of transferring my devices from my existing network to the SURFboard mAX™ network?

Speed and coverage! Setting up the SURFboard mAX with the same SSID as your previous Wi-Fi allows your existing devices to automatically enjoy the new Whole Home Wi-Fi!

How to contact customer support for SURFboard mAX™ products?

Contact us at  Consumer Product Support.

Phone: 866-757-3598

For order questions or troubleshooting, we recommend giving us a call or sending an email. For feedback and feature requests, use any of the options above.

Can I get the SURFboard mAX™ Mesh Wi-Fi System internationally?

Not at the moment.

What type of encryption does the SURFboard mAX™ use?

Transport Layer Security (TLS 1.2) and WPA2 are supported.

What type of security protocol does the SURFboard mAX™ mesh use?

WPA2

Does my SURFboard mAX™ system or router have a firewall? How does it work?

Yes. SURfboard mAX’s firewall creates a barrier between the Internet and your home’s WiFi network—only data associated with a known active connection can be received by your network.

What is the warranty period for the SURFboard mAX™ router?

The warranty for all ARRIS SURFboard® products, including SURFboard mAX, is two years.

How many SURFboard mAX™ routers do I need?

For multilevel homes, we recommend 1 SURFboard mAX per floor. A single SURFboard mAX unit can cover up to 3,000 sq. ft., depending on which model you have.

What devices are compatible with the SURFboard mAX™ router?

SURFbuard mAX™ is designed to work with all Wi-Fi connected devices, as it is.

Does SURFboard mAX™ have WPS?

No, connecting to the mAX is fast and easy with the owner-defined SSID and password.

Does SURFboard mAX™ speed drop by half when multiple routers are being used?

No! The SURFboard mAX system is designed with a dedicated radio for backhaul between the main router and satellite routers. So, unlike other systems, the SURFboard mAX system does not experience a performance drop when using additional, satellite routers.

I have a home with thick, dense walls. Will the SURFboard mAX™ system still work?

Yes, if you live in a house with dense walls, you probably have trouble getting Wi-Fi when you are not in the same room as your router. By using the SURFboard mAX router and a satellite router that mesh together in a system, you'll be able to get Wi-Fi coverage throughout your home. That said, the thicker your walls, the more difficult it is for Wi-Fi signal to get through them. You may need the SURFboard mAX Mesh Wi-Fi system that comes with 2 routers (main unit and satellite) rather than just the single SURFboard mAX router, to cover a home with extremely thick or dense walls.

Can I use a SURFboard mAX™ satellite router with a non-SURFboard mAX router?

No, the SURFboard mAX router can only create a mesh network with another SURFboard mAX router.

Can I manage my SURFboard mAX™ network remotely?

Yes, you can access your SURFboard mAX router from anywhere at any time using the SURFboard mAX Manager mobile app. Your mobile device running the application must have access to the internet.

The SURFboard mAX base looks like metal. Is it really metal?

Yes. Both the SURFboard mAX Pro and SURFboard mAX Plus feature a premium all metal-base. This not only makes the mAX great to look at, it helps manage cables while keeping the device sturdy.

Is SURFboard mAX the fastest mesh system?

SURFboard mAX Pro and Plus are designed to distribute your Gigabit service plans to your whole home. They are also designed to be the fastest mesh system available today. According to our internal testing as of April 2019 we succeeded, by a big margin!


SURFboard® Cable Modems

Why own your modem?

Most people that lease equipment from their Internet Service Provider (ISP) keep their modem for several years. Renting a modem from your ISP can cost an average of $100 per year. In just this amount of time you could own your own modem, one with better performance and faster speeds. So stop leasing and start saving today! People tend to upgrade their routers more often than their modems. Why? Because they typically purchase this equipment on their own and when speeds slow down, many people assume it’s the router. The modem is the backbone of a home network. Upgrading the router and the modem together, will ensure your home network is running at peak performance.

Which products are compatible with my modem?

All SURFboard products are compatible with all U.S. Cable providers.

ARRIS engineers also perform rigorous testing in real-life environments with a multitude of devices such as gaming consoles, Smart TVs, tablets, mobile phones and much more to ensure seamless integration into your home network.

SURFboard Modems are IPv6 compatible – it’s the latest Internet standard, which allows for multiple, simultaneous browsing sessions on multiple devices.

What is a DOCSIS® 3.0 modem?

DOCSIS®, which stands for Data Over Cable Service Interface Specification is a technology standard used by cable operators to provide Internet access.

With the highest speeds currently available to consumers, DOCSIS® 3.0 Cable Modems enable real-time gaming experiences with virtually no lag and HD video streams with no jitter or buffering. The modem is the backbone to any home network. Power it with the fastest speeds of a DOCSIS® 3.0 modem.

What is modem & Wi-Fi router?

A Modem & Wi-Fi Router is an all-in-one device that combines a high-speed cable modem (delivers internet access) with a Wi-Fi Router (allows you to share one internet connection and network multiple devices). The combined device saves you money, energy and desk space.

Our products have been put through rigorous testing to ensure that they fit seamlessly into any home network and support a multitude of devices.

What's the difference between 802.11n and 802.11ac Wi-Fi?

Today’s wireless products are based on either 802.11n or 802.11ac radio standards. Devices may have one, two or three radios: 2.4 GHz, 5 GHz, or dual 5 GHz. These configurations may be designed to work as one or the other, or a dual-band or tri- band concurrently operating radios.

802.11ac is the newest technology and offers the best throughput potential. Beamforming is also a feature supported by 802.11ac radios. This technology focuses the radio signals on the client device location for better performance.

Depending on the device’s antenna configuration you Wi-Fi throughput will vary for each standard. Examples of throughputs:

  • 2.4 GHz with 802.11n 2×2 antennas = 300 Mbps
  • 2.4 GHz with 802.11n 3×3 antennas = 450 Mbps
  • 2.4 GHz with 802.11ac 3×3 antennas = 600 Mbps
  • 5 GHz with 802.11ac 2×2 antennas = 900 Mbps
  • 5 GHz with 802-11ac 3×3 antennas = 1300 Mbps
Why do I need gigabit ethernet ports?

A multi-port Ethernet device – the ultimate high-speed connectivity for lightning fast streaming needs – allows you to connect several devices to a secure, high-speed, interference-free Internet connection.

Two years of free product support.

Slow internet speeds, lost internet connection, intermittent or poor wireless range? You can rely on ARRIS. We provide real-time, one-on-one out of warranty phone support for $39.99.

Chat and email support is always free. Start here!

LIVE CHAT SUPPORT

EMAIL SUPPORT

PHONE SUPPORT

We also offer support for legacy and discontinued products

Whether you’re looking for a replacement battery or a manual for a discontinued ARRIS product, chances are you can find it on our consumer support site. You can also get support for older cable equipment or register your new product to get support today under warranty.

 

Available Premium Support takes our service to the next level!

The ARRIS Assist™ Premium Technical Support service can provide you with peace of mind for your home network and many of the devices connected to it. 

FIND ARRIS SURFBOARD® PRODUCTS AT THESE FINE RETAILERS

 

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