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Business Profile

Marketing Consultant

Arris Interactive L.L.C.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marketing Consultant.

Complaints

This profile includes complaints for Arris Interactive L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Arris Interactive L.L.C. has 4 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased an ARRIS SBG8300 modem March 3, 2025. The item is still under warranty; however, I can find no way to submit a warranty claim through their website. All I get is a forum to ask a question, but there is no way to speak with an individual or submit a claim.

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an Arris G34 modem router combo from best buy ...spent $200 for this modem router combo .. everything was working fine until right passed the return date to best buy ... and then the wifi on the modem started having issues .. i was in contact with Arris today 2/3/25 .. about this issue .. of course they were giving me a run around about it. They finally told me i have 2 options ...they are willing to replace the modem .. however they either want me to send in my modem first ... so therefore i would be without internet for unseen amount of time or pay $200 plus dollars as a deposit for them to send me another one until they receive the one i ship back. This is under warranty ... but i Cannot be without internet because i use it for everything including home security and i do not have 200 + dollars to have them send me another modem.. as i told them if i had that available i would throw the modem in the trash and buy new. However due to my research these G34/G36 modems are problematic with the wifi .. and i was also told once they sent me a new modem that if the new one had same issues ... that they would not be able to replace it again .. so either way i would be out 200 plus dollars and nothing to show for it. They claim its issues with my ISP but i have since bought a wifi router and that doesnt have a single issue with the quality of my service. Its their wifi on the modem that keeps dropping.

    • Initial Complaint

      Date:01/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been in the process of a warranty claim for over a month. My SB8200 modem was approved to be replaced and they have already received the faulty device (I have the tracking number and proof of delivery) on 12/19/2024.I have reached out three times to find out why I have not received anything. Each time, I was told I would receive a dispatch confirmation, but I have not. This needs to be resolved ASAP.

    • Initial Complaint

      Date:12/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a formal complaint against CommScope (formerly ARRIS) regarding the defective performance of the ARRIS Surfboard S33 modem (Serial Number: ******************* and the lack of resolution provided by the company's customer support.I purchased the ******************** Surfboard S33 modem via Amazon for $201.39 (invoice attached). Since installation, I have encountered intermittent internet connectivity issues. ******* Xfinity, my **************** Provider, conducted thorough diagnostics, including an analysis of cable signals, upstream/downstream power levels, and Signal-to-Noise Ratio (SNR). They found no abnormalities and attributed the connectivity issue to the modem. ARRIS support had also confirmed that upstream/downstream power levels and SNR levels were to specification.Note that I have already contacted ARRIS customer support multiple times to address this problem. Unfortunately, despite extensive troubleshooting, the issue remains unresolved. Furthermore, ARRIS has repeatedly failed to provide a definitive resolution or replacement. Support interactions with ARRIS occurred at least on the following dates: Oct 13, 18, Nov 6, 14, 28, and Dec 14, 29, all in 2023, as well as Jan 20, 2024. Each interaction either resulted in repeated basic troubleshooting steps or was dismissed entirely, with no effective resolution offered. ARRIS support has ultimately ceased to assist, leaving me with a defective product and unresolved connectivity issues.I trust that the BBB will assist in resolving this matter and ensuring that CommScope honors its responsibilities. I look forward to a response within ********************************************************************* to pursue further action, including filing with the ************************ (***) or seeking legal recourse.Thank you for your time and assistance.

    • Initial Complaint

      Date:12/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an Arris Surfboard S34 on 12/11/24 , but did not receive an email confirmation nor tracking number from Arris. On 12/12/24 the charge went through on my card. Arris has no working support number nor any chat function that works to get a hold of someone, you get redirected a community support forum. This is un-sat for a business to not send a tracking and not to have legitimate support. The community forum moderators direct you to the Arris consumer support which takes you right back in a circle; not getting anything resolved. Arris is practicing shady business techniques to egt people to purchase there equipment. If I would have known this I would have gone with the competitor. I would like a tracking number for the S34 I purchased and for Arris to provide REAL customer support. This company needs to be investigated and fined.

    • Initial Complaint

      Date:11/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an Arris G36 modem for $300 in January 2023. I have had several issues with my modem since buying it. I have called Arris several times about my issues. I have spent over 4 hours calling Arris about my modem not connecting to my internet this week. Arris is blaming ******** I paid ******* to come out and check our internet. ******* said the internet is good that the Wifi Module in the Arris Modem is not connecting. When I called Arris again the tech told me the Module is fine and I need ******* to come out again with a rental modem to try for 4-5 hours to see if that works after I just had a ******* tech come out to check everything. When I told him I am not spending anymore money on this the Arris tech told me he would talk to his manager. He came back and said I have 2 options. Spend $300 on my credit card and they will send another model out to me and I will have to send the defective one back to them or send this one back and they will send me a new one that will take 7-10 business days. i told him I'm not spending anymore money. My modem is under warranty until March 22, 2026.

    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been in contact with Arris since 8-19-24. My modem has been overheating with no explanation given. I have had a total of 3 units shipped to me. Again they replace replace replace. The last time ai called them on 9-6-24 they told me they could not ship out any more modems. The unit needs to be checked internally. Finally on 9-23-24 Arris replied the following. ARRIS ************* From:************************************************************************************************************************************************************** Mon, Sep 23 at 3:39 PM Dear ****,Thank you for contacting ARRIS ************************* I will be happy to assist you...We would like to inform you that your Arris device is not listed on **************'s compatibility list, and it is not a hardware issue with the device. Therefore, you will need to check with your service provider regarding the device's compatibility with their service.If you need immediate assistance or information on ARRIS products, please contact ARRIS ************************ at **************. We are open 8 am - 6 pm PT, Monday Friday, closed on Saturday and Sundays.For information on ARRIS products, we invite you to visit our website at: ************************************* This dated I called **** Media and they tell me it is compatible with ****.

    • Initial Complaint

      Date:09/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased an Arris Surfboard S33 for $200 on April 1, 2023. It is under warranty still but they will not send me a new product unless I pay high fees for shipping ($50). This leaves me without internet for several weeks while I have to send my current device back and then they ship me a new one after my current one is received and processed (this is the alternative they offer). They claim that is resolving the problem, but they should not be making me pay more money in order to have internet again in a timely fashion. I'd rather just have my money back at this point so I can buy a product that doesn't fail.

    • Initial Complaint

      Date:07/30/2024

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 31, 2023 I purchased an Arris Surfboard Modem model SB6190 from Best Buy in *********** **. On January 5, 2024 I connected the modem to my computer system, contacted my ISP to register the new modem and contacted Arris for activation. In a few minutes, I had activation and could use the internet. I used my computer again on January 8, 2024 for about 1 hours with no internet problems. On January 10, 2024 I had MAJOR problems with internet connections. This modem was now constantly dropping connections. For the next several days I called the tech support line and nothing they did helped. I went to Best Buy to return the modem and they told me that it was several days passed their 15 day return policy and that now I needed to get my refund or replacement from the manufacturer. I contacted Arris.com and was told that I needed to ship the modem to them to receive a refund. On February 26 Arris received the modem that I sent. I did not receive a refund, instead, in March, Arris sent me another modem. I set this modem up and it did not work as well as the first one. This modem did not connect for one day, was extremely hot to the touch and when I input the serial number, it shows that this was not a new modem, but a refurbished modem.In March, I spent several days going back and forth with people from Arris tech support giving them information regarding this second modem. The last person I spoke with was in May. This woman from tech support had me on the phone for 45 minutes asking me the same questions over and over about the modem. I explained to her that at this point, I have a modem from a different company. I could not wait all these months until they decided to return my calls/emails. As of May, each time I email them, they return with an email stating that they tried to contact me. That is not true.If possible, I would like a refund ($86.70) or at least a partial refund. I will gladly return the modem.

      Business Response

      Date: 08/05/2024

      Dear Sir/*****,

      This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding a refund request for her SB6190 cable modem.

      Our Consumer Support team provided support in good faith.  According to our records, on February 13th ******************** reported the modem was losing Internet connectivity and it no longer powers on.  We processed a replacement after troubleshooting was exhausted.  An RMA confirmation email is sent after the order was created.  We provide like-for-like replacement and issued a new replacement unit, not a refurbished unit. 

      On March 6th, ******************** contacted our phone support to report the modem was too hot to touch.  We offered a supervisor to call back, but she requested a follow-up by email before ended the call.  Our supervisor reached out to ******************** 6 times between March 7th - March 13th, 5 by email and one by phone.  We were unable to leave a message during the call back because the mailbox was full. The case was closed because we were unable to reach ********************.   We do not have records after March. 

      Per our policy, we do not provide refunds for products purchased directly from a retailer. Refund request will need to be submitted to the original place of purchase. Per customer satisfaction, we will issue a refund in an amount of $86.79 as a one-time courtesy.  We will email a pre-paid return label from *** and will process the refund check after the return unit is processed.  ******************** can call our Consumer Support and provide case number 2403-11317 for a status update.  

      Regards,
      ****************
      Vantiva

      Customer Answer

      Date: 08/09/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I dropped the modem off at *** on August 8, 2024.  The modem is on its way back to Arris Interactive L.L.C.. Arris claims that once they receive the modem, they will issue me a full refund.

      Sincerely,

      *******************************

      Customer Answer

      Date: 08/28/2024

       
      Complaint: 22062406

      I am rejecting this response because: Hello, I am writing regarding a complaint I filed at the beginning of August. I had a modem from Arris (that kept dropping calls) and wanted a refund. My complaint ID was: ******** This is part of the response I received from Arris: Per customer satisfaction, we will issue a refund in an amount of $86.79 as a one-time courtesy. We will email a pre-paid return label from *** and will process the refund check after the return unit is processed. ******************** can call our Consumer Support and provide case number 2403-11317 for a status update. Regards, **************** Vantiva I returned the modem by *** with a label sent to me by Arris. According to the tracking number (*** tracking # 1ZHF78959027496128 ) the modem was received by Arris on 8/13/24. 08/13/2024 1:33 P.M. Delivered DELIVERED FAIRVIEW, **, ** 08/13/2024 9:28 A.M. Out for Delivery Out For Delivery Today ********, **, ************* I have not received a refund. I call this number ************** from ****** GA to inquire about the refund and no one answers. I call this number **************** and am told that they can help me as this is the number for tech problems. I know that my case/complaint is considered closed. It was closed after I agreed to their response. Now they have their product back and have not issued a refund and I have no way of getting in touch with them. Is it possible that the Bureau can help me with what to do next? Thank You, *******************************

      Sincerely,

      *******************************

    • Initial Complaint

      Date:02/27/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a defective product from them on Amazon.com for $52.06 on Jan 16,2024, so I contacted arris support to refund the item and they said because I was still in warranty it was refundable through Amazon, but the amazon return window is closed. I informed them of that and they said they dont do refunds. I just want my money back. Order# ***-7140098-5094622

      Business Response

      Date: 02/28/2024

      Dear BBB,

      It is our policy that we do not provide refunds for products purchased directly from a retailer.  The refund requests are directed to the place of purchase.

      Per customer satisfaction, we will issue a refund as a one-time courtesy. We will require a valid proof of purchase of the SB6183.  Our supervisor will reach out to ************** to begin the refund process. 

    Arris Interactive L.L.C. is NOT a BBB Accredited Business.

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