Worst product
Ever
Delist the App
This app should be delisted as it does not have any functionality and therefore violates App Store Review Guidelines for minimum functionality.
Requires Location Services
Update #2: Received another Dev response stating the Location Services are “required” for setup and function. So everyone is clear, I had this app and router prior to this “requirement” and it was able to connect, setup & function properly without the Location Services turned on. As a side, there new app also “requires” location services. No change in star rating.
Update: Developer response states they aren’t sharing my info. I take them at their word, however there is still NO reason to REQUIRE location data. This app worked most of the time prior to the update and that has not changed. To REQUIRE the location data now just doesn’t sit well with privacy conscious users like me. I get no benefit from the sharing of info that I never shared before. Still looking for a new router since this still just ‘feels’ a bit off.
Original Post: I really have enjoyed this router until the App required my location services to work. Worked fine without it before. Seems like they are wanting to cash in on my personal information. Now I’m looking for a new router.
Update: Developer response states they aren’t sharing my info. I take them at their word, however there is still NO reason to REQUIRE location data. This app worked most of the time prior to the update and that has not changed. To REQUIRE the location data now just doesn’t sit well with privacy conscious users like me. I get no benefit from the sharing of info that I never shared before. Still looking for a new router since this still just ‘feels’ a bit off.
Original Post: I really have enjoyed this router until the App required my location services to work. Worked fine without it before. Seems like they are wanting to cash in on my personal information. Now I’m looking for a new router.
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Great coverage, extremely limited options for a $600 router.
I don’t normally write many reviews, but I felt should share. Works as advertised but I feel somewhat deceived by what Arris doesn’t tell you. I’m attempting to explain in detail so you can make an informed decision when deciding to purchase this system. Hopefully this review can be seen by someone who makes decisions for Arris.
Cons:
- It’s unbelievable that even spending $600+ for a router you don’t have the option to manage the router from your computer. Meaning If the app isn’t updated per Apple guidelines or Arris decides to no longer provide development you can no longer access your device, troubleshoot, or make changes to network. Horrible idea.. please please please change this in the next firmware update. It makes no sense even if the goal is to provide a simple user experience.
- I’ve had to install and uninstall the app several times as it states it can’t find my system.
- Arris website states you can access the system from anywhere, this is incorrect you MUST be connected your Surfboard Max WiFi network or the app doesn’t work.
- No access point mode meaning I can’t even use my $600 system to extend my existing network should Arris decide they no longer support the app.
- Be prepared to call the dedicated support line when your app doesn’t work. Again makes no sense that there isn’t a self management option that doesn’t require a cellular data/Bluetooth connection.
- Forgotten/Locked out of your email? Your device is now a $600 brick. Again can’t make any changes to your system without the app and the email used to originally register the system.
- When setting up your system the app setup asks you what type of existing setup you have. Regardless of the option you choose the Surfboard will setup the same way. This is very deceiving again and makes me feel as Arris believes I’m an idiot and don’t understand what my current setup or how I’d like to setup the system.
-No customization outside of pretty much changing your WiFi name and password. There are technically more options but definitely only the absolute minimum options are provided in order for the system to work with different internet connections so you don’t return the product.
- Final Con for the sake of your time. There is extremely limited information on troubleshooting on your own as well as product specifications. You are forced to contact support if the app doesn’t have connection, because if your system malfunctions you cannot connect to the device to troubleshoot it through the app which is the only way to access the system. Help me understand who decided it would be a good idea to require a customer to contact a paid support employee for a product that does not bring in recurring revenue. I’m really not sure how this made it to market with this in mind. There should be multiple options provided to prevent a customer from calling your company. Just about every corporation has this figured out. Provide as many options for the customer to fix their problem as possible to prevent them from calling and having to pay a human to fix their issue.
Now for the Pro’s
- Absolutely the best coverage I’ve had in a mesh WiFi system and I’ve used several. I have a fairly large home and there is nowhere where I get less than 3 bars of WiFi. I have a 1Gb fiber connection and pull about 400Mbps down and 500Mbps anywhere in my home with over 20 devices running at any given time.
- Setup through the app took longer then other options but it was fairly easy. Asks you a couple of questions and your WiFi is up and going. I’m sure a 5 year old that can read would have no problems setting up this system.
- I will reiterate, the speeds are great. I had another WiFi 6 router prior to this purchase that kept shutting down randomly. Hasn’t happened with this. Runs like a champ, but it better since I’d have to call in to get help if I can’t access the app.
- Works with as many devices in a home setting that you can throw at it. Between my wife and I working from home and the kids playing games there hasn’t been a stutter. I’m honestly surprised at how well the system has ran with the lack of options to control it.
Would I recommend it? Honestly not for the price.. if it were $200 then maybe I would but at a minimum of $500 starting I can’t see it making sense when you can but virtually any router form any other company that will allow you to make changes outside of just the app. Hope this helps someone.
Cons:
- It’s unbelievable that even spending $600+ for a router you don’t have the option to manage the router from your computer. Meaning If the app isn’t updated per Apple guidelines or Arris decides to no longer provide development you can no longer access your device, troubleshoot, or make changes to network. Horrible idea.. please please please change this in the next firmware update. It makes no sense even if the goal is to provide a simple user experience.
- I’ve had to install and uninstall the app several times as it states it can’t find my system.
- Arris website states you can access the system from anywhere, this is incorrect you MUST be connected your Surfboard Max WiFi network or the app doesn’t work.
- No access point mode meaning I can’t even use my $600 system to extend my existing network should Arris decide they no longer support the app.
- Be prepared to call the dedicated support line when your app doesn’t work. Again makes no sense that there isn’t a self management option that doesn’t require a cellular data/Bluetooth connection.
- Forgotten/Locked out of your email? Your device is now a $600 brick. Again can’t make any changes to your system without the app and the email used to originally register the system.
- When setting up your system the app setup asks you what type of existing setup you have. Regardless of the option you choose the Surfboard will setup the same way. This is very deceiving again and makes me feel as Arris believes I’m an idiot and don’t understand what my current setup or how I’d like to setup the system.
-No customization outside of pretty much changing your WiFi name and password. There are technically more options but definitely only the absolute minimum options are provided in order for the system to work with different internet connections so you don’t return the product.
- Final Con for the sake of your time. There is extremely limited information on troubleshooting on your own as well as product specifications. You are forced to contact support if the app doesn’t have connection, because if your system malfunctions you cannot connect to the device to troubleshoot it through the app which is the only way to access the system. Help me understand who decided it would be a good idea to require a customer to contact a paid support employee for a product that does not bring in recurring revenue. I’m really not sure how this made it to market with this in mind. There should be multiple options provided to prevent a customer from calling your company. Just about every corporation has this figured out. Provide as many options for the customer to fix their problem as possible to prevent them from calling and having to pay a human to fix their issue.
Now for the Pro’s
- Absolutely the best coverage I’ve had in a mesh WiFi system and I’ve used several. I have a fairly large home and there is nowhere where I get less than 3 bars of WiFi. I have a 1Gb fiber connection and pull about 400Mbps down and 500Mbps anywhere in my home with over 20 devices running at any given time.
- Setup through the app took longer then other options but it was fairly easy. Asks you a couple of questions and your WiFi is up and going. I’m sure a 5 year old that can read would have no problems setting up this system.
- I will reiterate, the speeds are great. I had another WiFi 6 router prior to this purchase that kept shutting down randomly. Hasn’t happened with this. Runs like a champ, but it better since I’d have to call in to get help if I can’t access the app.
- Works with as many devices in a home setting that you can throw at it. Between my wife and I working from home and the kids playing games there hasn’t been a stutter. I’m honestly surprised at how well the system has ran with the lack of options to control it.
Would I recommend it? Honestly not for the price.. if it were $200 then maybe I would but at a minimum of $500 starting I can’t see it making sense when you can but virtually any router form any other company that will allow you to make changes outside of just the app. Hope this helps someone.
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No updates - UPDATED
Update #2 5/8/20:
The firmware update helped on my newer MacBook but it still has latency/packet issues not experienced by my older products. I hope more firmware and Broadcom sdk improvements are in the pipeline. I’ll be patient for now.
Update #1 5/1/20:
The firmware update that went out after my review did seem to improve the latency issue. I’m increasing my rating to 3 stars. I’m glad Arris is making improvements now. With several more updates I could see this being a 5-star product. I’m looking forward to writing a new review sometime in the near future.
Thanks getting back with me!
Original review:
6 months without updates. We should have had a dozen by now. This product wasn’t done when they shipped it, and they haven’t made any meaningful progress since then.
Also, there’s a bug that causes extreme packet congestion on 2018 and newer Airport chipsets in Macs (5Ghz). So my brand new MacBook performs erratically on my home network. Now I have to decide if I’m going to return my $2600 MacBook or drop another $700 replacing this mesh. It might be the Mac’s fault, but I am not confident Arris has the resources to correct it if they could.
I’ve seen screenshots of an updated app in Arris literature online; for some reason they’re not shipping any incremental improvements and stalling. Every product I’ve used in the past that did this gets mothballed after the first big update goes out, as the dev team gets retasked with next years new failure product.
The firmware update helped on my newer MacBook but it still has latency/packet issues not experienced by my older products. I hope more firmware and Broadcom sdk improvements are in the pipeline. I’ll be patient for now.
Update #1 5/1/20:
The firmware update that went out after my review did seem to improve the latency issue. I’m increasing my rating to 3 stars. I’m glad Arris is making improvements now. With several more updates I could see this being a 5-star product. I’m looking forward to writing a new review sometime in the near future.
Thanks getting back with me!
Original review:
6 months without updates. We should have had a dozen by now. This product wasn’t done when they shipped it, and they haven’t made any meaningful progress since then.
Also, there’s a bug that causes extreme packet congestion on 2018 and newer Airport chipsets in Macs (5Ghz). So my brand new MacBook performs erratically on my home network. Now I have to decide if I’m going to return my $2600 MacBook or drop another $700 replacing this mesh. It might be the Mac’s fault, but I am not confident Arris has the resources to correct it if they could.
I’ve seen screenshots of an updated app in Arris literature online; for some reason they’re not shipping any incremental improvements and stalling. Every product I’ve used in the past that did this gets mothballed after the first big update goes out, as the dev team gets retasked with next years new failure product.
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Unfortunately this app ruins a potentially great WiFi network
I was able to use this app to onboard/setup this system easily for both of my Arris Surfboard Max Pro 11000ax units. After that, the app has not worked for me. Over past few days, I’ve checked in with this app multiple times, from both my iPhone 11 Pro and my iPad Pro, and this app says that No devices are connected to my WiFi network, and that I have only the main WiFi unit, with no additional units. But in reality, I do have a working satellite unit (which this app itself added and set up). And, I definitely have 20+ devices connected to this WiFi system (though it always says there are zero).
In addition, I am not able to access many/most of the network information and management functions that this app advertises, because it seems to think there are no devices and only one main unit in the system.
I have tried re-launching this app, rebooting everything including the Arris hardware, the iPad, and iPhone - multiple times. Nothing has helped. I also did a tech-support live chat with an Arris representative and he wasn’t able to give me any answers or solutions. His only suggestion was to wait five days and then to call for tech support if the problem still persists (which so far, it has). If this issue isn’t resolved in the next few days, I’ll try another call, but if it’s not fixed, I will just have to return the whole system.
In addition, I am not able to access many/most of the network information and management functions that this app advertises, because it seems to think there are no devices and only one main unit in the system.
I have tried re-launching this app, rebooting everything including the Arris hardware, the iPad, and iPhone - multiple times. Nothing has helped. I also did a tech-support live chat with an Arris representative and he wasn’t able to give me any answers or solutions. His only suggestion was to wait five days and then to call for tech support if the problem still persists (which so far, it has). If this issue isn’t resolved in the next few days, I’ll try another call, but if it’s not fixed, I will just have to return the whole system.
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No app or firmware update in 5+ months
Not sure which is worse: the bad hardware, the worse app, or the even more worse non-existent tech support.
Well, let’s put it this way: Arris has released NO repeat NO updates to fix the enormous multitude of bugs and security holes in the router firmware (the router is listed as “DO NOT TOUCH” by the US Computer Emergency Response Team and the FBI because of the unpatched security flaws).
And the app? Well, even calling it crapware is a compliment.
And tech support? I didn’t know Arris had any. At least no one answers emails or phone calls. And forget updates. There ain’t any.
Update: I see where Arris told me to contact them for help. Apparently they don’t actually READ the reviews, as mine clearly states I’ve actually TRIED to contact them and no one from Arris ever responds to emails or answers phone calls.
Well, here’s my reply back to Arris: Since you obviously CAN’T or WON’T actually READ the reviews when responding to them, that makes me even happier that I no longer use your routers or any other Arris products. In fact, I haven’t used any in MONTHs. And I WON’T use them ever again, and I will make sure NONE of my friends or family ever use your products either.
Well, let’s put it this way: Arris has released NO repeat NO updates to fix the enormous multitude of bugs and security holes in the router firmware (the router is listed as “DO NOT TOUCH” by the US Computer Emergency Response Team and the FBI because of the unpatched security flaws).
And the app? Well, even calling it crapware is a compliment.
And tech support? I didn’t know Arris had any. At least no one answers emails or phone calls. And forget updates. There ain’t any.
Update: I see where Arris told me to contact them for help. Apparently they don’t actually READ the reviews, as mine clearly states I’ve actually TRIED to contact them and no one from Arris ever responds to emails or answers phone calls.
Well, here’s my reply back to Arris: Since you obviously CAN’T or WON’T actually READ the reviews when responding to them, that makes me even happier that I no longer use your routers or any other Arris products. In fact, I haven’t used any in MONTHs. And I WON’T use them ever again, and I will make sure NONE of my friends or family ever use your products either.
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Easy To use 👍
As of 04-20-2020 this app is easy to use.
I upgraded from Apple’s AirPort Extreme (6th generation) 2013
The layout is different from airport utility but it is easy to use and see what devices are connected by IP and mac addresses.
You are able to rename devices making it easier to know what or who is connected.
It is nice to see offline devices. It makes it easier to troubleshoot. But I do wish I could delete an offline device. I got rid of a HomeKit Security camera and it still shows there. Maybe they can fix this in the next update.
Coming from Apple’s AirPort Extreme it was simple.
I got the SURFboard MAX AX7800.
The reason for upgrading, I have 20-30 HomeKit devices running. From LIFX 💡 lights, MyQ garage, HomePods, laptops 💻 etc. AirPort Extreme was doing good but slow response times to HomeKit devices was starting to become a problem. It was (and still is) a good router. Just know one knew in 2013 home automation was going to be a thing.
I upgraded from Apple’s AirPort Extreme (6th generation) 2013
The layout is different from airport utility but it is easy to use and see what devices are connected by IP and mac addresses.
You are able to rename devices making it easier to know what or who is connected.
It is nice to see offline devices. It makes it easier to troubleshoot. But I do wish I could delete an offline device. I got rid of a HomeKit Security camera and it still shows there. Maybe they can fix this in the next update.
Coming from Apple’s AirPort Extreme it was simple.
I got the SURFboard MAX AX7800.
The reason for upgrading, I have 20-30 HomeKit devices running. From LIFX 💡 lights, MyQ garage, HomePods, laptops 💻 etc. AirPort Extreme was doing good but slow response times to HomeKit devices was starting to become a problem. It was (and still is) a good router. Just know one knew in 2013 home automation was going to be a thing.
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App doesn’t reflect my network
App doesn’t show satellite device or any connected devices
Please fix this app
Terribly designed app. Missing basically every functionality. Can’t create guest network, can’t separate 2.4 and 5 ghz bands, can’t manage devices, can’t configure the network.
NEEDS UPDATE FIX ASAP
NEEDS UPDATE FIX ASAP
Good, but missing important security
The app is easy to use and fairly intuitive. Two security features I would add: First, the ability to block specific devices from connecting to the network. Second, notifications when a new device connects or attempts to connect to the network.
Poor GUI Performance
So these routers as far as performance is concerned are rock solid. With that said the application needs some work. After about 12 hours I lose the application. Meaning it no longer functions and I have to power cycle the main unit. I’ve spoken to tech support multiple times and they tell me an update is coming that was over a month ago. If the application is not going to worked on than Arris needs to let us manage these units via a browser. Also adding some functionality to the end user would be helpful. We can’t even select the internal IP scheme.
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Great Units, a little large. Like any New product needs help!
Purchased a set of of the higher end units to replace my 1st Gen Google Wi-Fi after Google did not add Wi-Fi 6 to the 2nd Gen. I needed something that allows wired backhaul instead of using the wireless backhaul, this was possible with google and is “possible” with my surfboard but there are a lot of unknowns with very little help from support. Most support Reps don’t even understand what I’m talk about and those who do get what I’m try just say why? My why is wired is always faster and with the network I have faster is better. I believe the wired is working as intended as I have had no issues. But who knows since I can’t get any real support other then the confirmation that “you must set up the satellite units wirelessly first as the wired setup for both units has been removed due to issues”.
Link speed indicator between units never indicates a speed unless it’s Wi-Fi on WiFi back hail , regardless of it’s Wi-Fi or Ethernet connected you should still get a speed.
The actual internet speed test never get to the same speed as my actual router
Router list device connected that have been gone for hours
My iPhone looses the ax and ac bands very easily but I think that’s an iPhone issue
Wish list:
Speed test log in app
-scheduled speed tests
-automatic speed tests
Separate speed tests in app
-internet speed
-internal access point link speed
-device to access point speed
Wired satellite setup instructions in app
Wired satellite settings in app
-wired indicator
-wired link speed
-wired to wireless failover
Device specific Wi-Fi band control in app
- force device to connect over 2.4 or 5.0
Firmware/update log
Internet failure notification
Dual Wan support*
Wan/LAN Link aggregation setting in app
Faster updates
Better more knowledgeable support Agent
Revamped FAQ and website
*4g or 5g fail over support
[future units or add on unit ]
-embedded esim
-swappable sim
Link speed indicator between units never indicates a speed unless it’s Wi-Fi on WiFi back hail , regardless of it’s Wi-Fi or Ethernet connected you should still get a speed.
The actual internet speed test never get to the same speed as my actual router
Router list device connected that have been gone for hours
My iPhone looses the ax and ac bands very easily but I think that’s an iPhone issue
Wish list:
Speed test log in app
-scheduled speed tests
-automatic speed tests
Separate speed tests in app
-internet speed
-internal access point link speed
-device to access point speed
Wired satellite setup instructions in app
Wired satellite settings in app
-wired indicator
-wired link speed
-wired to wireless failover
Device specific Wi-Fi band control in app
- force device to connect over 2.4 or 5.0
Firmware/update log
Internet failure notification
Dual Wan support*
Wan/LAN Link aggregation setting in app
Faster updates
Better more knowledgeable support Agent
Revamped FAQ and website
*4g or 5g fail over support
[future units or add on unit ]
-embedded esim
-swappable sim
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Terrible Experience
I had a terrible experience with the app and the Arris hardware. I don’t think this technology was ready for live functionality. The app freezes on “checking satellite placement,” which prevents me from setting up my mesh network. Customer service is awful. I’m switching to another brand.
Pretty terrible for this much $$
App requires you to have location services on to even run, this is a fatal flaw in my books. Even then it only works about half of the time. Your supposed to be able to log in from outside of the network to make changes, but haven’t had that work yet.
Though I have a decent signal throughout my house, the internet just drops off intermittently. (Wasn't a problem with my old google WiFi system.) Real problem is then I can’t get on the app either when this happens - even with full bars.
Very limited control and some poor layout choices within the menus. Seems thrown together and never tested prior to release.
I would skip this mesh system until they fix the app, remove required location services, and improve stability.
Though I have a decent signal throughout my house, the internet just drops off intermittently. (Wasn't a problem with my old google WiFi system.) Real problem is then I can’t get on the app either when this happens - even with full bars.
Very limited control and some poor layout choices within the menus. Seems thrown together and never tested prior to release.
I would skip this mesh system until they fix the app, remove required location services, and improve stability.
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Winner of ‘Worst Design’ award
Initially, I used this app to set up the router. I haven’t really opened it much since then. Today I opened the app, and it says “password attempts exceeded.” I have not tried to enter a password. I have done nothing. It will not let me proceed. I cannot use the app and I cannot make any changes on my router. This has to be one of the worst designs I’ve ever encountered.
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Not sure what pro means!
Only reason for two stars is that it is indeed fast. The firmware coupled with this app is simply terrible.
No way to change the LAN IP range, making it incompatible with many corporate VPNs. Support response is “we don’t support VPNs”, which in my mind is like saying we don’t support internet.
Want to reserve an IP address, best to have a good memory (or two devices running the app), no way to copy/paste MAC address... which in itself is a silly workaround. Why not click on the device and have a choice to give it an IP address?
Why is the DNS a straight pass through anyway? If I could give a device a name, that the router would resolve there would be less reason for ip reservations.
I have one day to bring it back. See how I feel in the morning...
No way to change the LAN IP range, making it incompatible with many corporate VPNs. Support response is “we don’t support VPNs”, which in my mind is like saying we don’t support internet.
Want to reserve an IP address, best to have a good memory (or two devices running the app), no way to copy/paste MAC address... which in itself is a silly workaround. Why not click on the device and have a choice to give it an IP address?
Why is the DNS a straight pass through anyway? If I could give a device a name, that the router would resolve there would be less reason for ip reservations.
I have one day to bring it back. See how I feel in the morning...
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Installed and so far so good
Just bought and installed these, and so far the system is working without issues. I hope with some new updates that can add a few things to the app. One being is to sort the devices connected to the mesh by IP address or alphabetical. Also add a date and time stamp to those devices that go offline. Another is to allow to delete/remove a client from the network. Add an auto refresh the internet download upload speeds when you start the app. Otherwise again I’m enjoying the mesh devices all my devices are having no issues connecting to the 2.4 or 5ghz and staying connected.
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Good coverage and blazing speeds
Got my system at Walmart for an awesome price. Loving it.
Arris WiFi 6
Set up was easy, but did have to do it twice because second unit was not detected the first time. Has worked fine since with only one drop of the second unit since purchase a day after the release date.
HOWEVER, I have a middle of the range golf trainer device that constantly get dropped from the network, but then works fine if I just tether it from my cell phone. (Trying not to do it that way due to data $.)
What gives?
Lastly, I have not seen Google’s Mesh with AX. I saw the new NEST (the new name of Google’s networking stuff), but no where did it tout WiFi 6 (AX). Where did you find that? I like half the price for the same benefits and especially if I can use my golf trainer reliably again.
HOWEVER, I have a middle of the range golf trainer device that constantly get dropped from the network, but then works fine if I just tether it from my cell phone. (Trying not to do it that way due to data $.)
What gives?
Lastly, I have not seen Google’s Mesh with AX. I saw the new NEST (the new name of Google’s networking stuff), but no where did it tout WiFi 6 (AX). Where did you find that? I like half the price for the same benefits and especially if I can use my golf trainer reliably again.
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