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

I've had this device since August 2018, I had firmware 9.1.93N and was having latency issues after upgrading to higher speeds 3 months ago (250Mbps instead of 100Mbps). 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 3 times every few weeks to check why I was still having issues and after many 48 hour ping tests the ISP said they were not on their side and that that Problem may be router related. I called my ISP to update the firmware to the latest version (9.1.103CM) and was told that hopefully this would fix 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 was given the option of 1) being without a modem and sending mine to set up and waiting for them to get it and then mine send a new one, or 2) pay $15-50 for shipping and $100 on my credit card until I send my old one 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.