• Report: #1164388
Complaint Review:


  • Submitted: Wed, July 23, 2014
  • Updated: Wed, July 23, 2014

  • Reported By: John — Orlando Florida
I-15 Cener St Orem, Utah USA

ownyourcablemodem.com stores.ownyourcablemodem.com Sold a modem that did not work on Brighthouse or Comcast. Refused to help. Orem Utah

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Some of this may be my fault for the delay in filing a problem with the modem. I thought I may have a one year factory warranty.

Feb 27, 2014 I bought the Arris TG 852G modem thinking this would work with Time Warner / Brighthouse or Comcast.

This modem is unique as it has internet access / a wireless router and can handle two phone lines.

Fo over a month I had one delay after the other with Brighthouse due to me trying to keep two analog AT&T lines and the process of porting my existing numbers. Then came an issue of the cable installer that did not like my dog.

We finally tried to install the modem ourself like I did a Motorola Surf Modem. Should be ok. Just call the cable company, give them my serial number and mac address. They were sending a signal but the modem did see the signal is what I was told.

My thoughts were that later I would get a phone guy in to handle the phone addressing referred to as a SIP address.

The modem never would recieve the signal. We took the Arris out of line and I tried it at a friends house with COMCAST.

We reviewed the manual and procedure. Still no go. A cable instgaller came out and we could not do anyting.

By now a couple of months went by and I knew I wold be SOL on trying to get a warranty.

As I got caught up with things around the house, I tried to talk to ARRIS themsleves. I asked them if coud pay some one to fix this. their response is in the below e-mail:

-----Original Message-----

From: noreply@salesforce.com [mailto:noreply@salesforce.com] On Behalf Of ARRIS Customer Care

Sent: Wednesday, July 23, 2014 8:36 AM

To: redacted (rockford481@gmail.com)

Subject: ARRIS Customer Care [ref:_00D30kUAL._500a0kvCVA:ref]


 Thank you for choosing ARRIS Technical Support. I understand the device isn't getting online. I apologize for the inconvenience you are experiencing with the TG852G, and I am glad to be of assistance. 

I apologize but we currently don't have support for the TG852G/other I recommend that you contact your service provider for assistance. (fat chance lady. He does not return my calls and his web site is constantly under maintenance review)

 I hope was able to answer your question. Please do not hesitate to contact us if you have any further questions.

 You can also visit us online at arris.com/consumer to access the user's guide and Frequently Asked Questions about your product.




ARRIS Technical Support


From: noreply@salesforce.com [mailto:noreply@salesforce.com] On Behalf Of ARRIS Customer Care
Sent: Wednesday, July 23, 2014 12:04 AM
To: redacted ( rockford481@gmail.com)
Subject: ARRIS Customer Care


Dear Valued Customer,

Your question has been received. You should expect a response from us within 24 hours.



Summary Information:





Question Reference #:



TG852G Not Getting Online

Product Level 1:


Product Level 2:


Date Created:


Last Updated:


Place of Purchase:

Other / Provider

Serial Number:




Case Description:
Hi, I have an Arris model TG852G modem. When I tried to get this connected through Brighthouse, they said they were sending the signal but the modem was not receiving it. A cable installer came out and said the same thing. I realize I did not buy this from your agency. It was purchased through another vendor Feb 27, 2014. The other vendor does not return my phone calls or e-mail at this time. Could I send this to you for warranty work? If not, could I pay your company to review this modem and do any repairs that may be needed? I hate to throw it away. Right now its not ding me any good other than I learned a lesson about internet vendors. Thanks John (redacted) ............Orlando, Fl

 As you can see from Arris, they do not want to get involved in repair of the TG 852G model modem even though it has their and manufacture name. Does not matter if you are willing to pay for repair of this modem.

Ownyourcablemodem.com tried to say it was not approved for Brighthouse although Brighthouse said otherwise. A last ditch attempt was made to get it working with Comcast after reviewing the manual and getting a cable installer to help. NO GO.

Be careful of Ownyourcablemodem.com and the ARRIS TG852G modem. It sounds neat but no one wants to service it if sometiung happens. The factory refused to help even if I paid a ticket on this.


After 60 days, if it lasts that long, and if you can get through the web site of ownyourcablemodem which is constantly under service repair for the past two weeks, the buyer is SOL.  


This report was posted on Ripoff Report on 07/23/2014 12:27 PM and is a permanent record located here: http://www.ripoffreport.com/reports/ownyourcablemodemcom/orem-utah-34058/ownyourcablemodemcom-storesownyourcablemodemcom-sold-a-modem-that-did-not-work-on-brig-1164388. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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