Review on ARRIS SURFboard SB6190 DOCSIS 3.0 Cable Modem, Compatible with Cox, Spectrum, Xfinity & others (Black) by Michael Rosario

I have the device from August 2018, I had firmware 9.1.93N and I had latency problems after upgrading to higher speeds 3 months ago (250 Mbps instead of 100 Mbps). I called Arris and told them about my problems and they said my ISP was causing the problems and they needed to fix it. I then called my ISP and the tech came out 3 times every few weeks to check why I was still having issues and after many 48 hour ping tests the ISP said he was not on their side and that the problem might be router related. I called my ISP to update the firmware to the latest version (9.1.103CM) and was told that this would hopefully solve the problems. Well it isn't. I've upgraded my router and wireless access point to a Ubiquiti (Enterprise) system and I know that's not the problem. Called Arris again and said I changed routers but the problem persists. They told me the ISP is still to blame and I need a technician to fix the SNR and check the event logs and he would know how to fix the problems. The tech came out and spent over an hour observing the problem and showed me a ping test they ran less than a day ago and it showed no problem on their end. Called Arris on March 3, 2019 to let them know the modem was broken and had the chance to 1) be without a modem and mail mine to the facility and wait for them to receive it and then mail me a new one or 2) pay $15-50 shipping and keep $100 on my credit card until I get my old one send back. What a joke for a product that doesn't work and now I have to pay to keep my internet up at least 7-10 days. Worst Business Practice. Why should I pay for shipping if I didn't do anything to damage the device? I even asked to pay the difference to upgrade to one without the Puma 6 chipset (SB8200) and they said they won't. I was willing to spend more money for this company to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. I even asked about the difference on one without upgrading the Puma 6 chipset (SB8200) and they said they don't. I was willing to spend more money for this company to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. I even asked to pay the difference to upgrade to one without the Puma 6 chipset (SB8200) and they said they won't. I was willing to spend more money for this company to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. to help solve the problems I have. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. I even asked to pay the difference to upgrade to one without the Puma 6 chipset (SB8200) and they said they won't. I was willing to spend more money for this company to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. to help solve the problems I have. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. I even asked to pay the difference to upgrade to one without the Puma 6 chipset (SB8200) and they said they won't. I was willing to spend more money for this company to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. to one without the Puma 6 chipset (SB8200) and they said they don't. I was willing to spend more money for this company to solve my problems. I just had to be able Play online games without lag issues. I will update this after I get a new modem and connect it to my network. to one without the Puma 6 chipset (SB8200) and they said they don't. I was willing to spend more money for this company to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network. to solve my problems. I just needed to be able to play online games without lag issues. I will update this after I get a new modem and connect it to my network.