Zennon Posted June 9, 2017 Share Posted June 9, 2017 Original post Here from http://www.theregister.co.uk. A class-action lawsuit claiming Arris's gigabit Surfboard modems buckle under light pressure is gathering in size and pace – once again putting the spotlight on Intel's much-maligned Puma 6 chips. The legal battle, unfolding in a California district court, accuses Arris of breaking consumer protection laws in eight US states and the District of Columbia by touting buggy modems as the "fastest and most reliable" on the market. The case centers around the Surfboard SB6190, a cable modem sold as a gigabit-speed DOCSIS 3.0 gateway. The boxes are powered by Intel's Puma 6 chipset. Due to the now well-documented technical problems with Intel's networking chip, customers found that their SB6190 boxes suffer spikes in latency and poor performance under certain conditions, ruining online gaming and other interactive connections. The chipset cannot cope with even modest streams of small, or zero-sized, TCP or UDP packets spread over multiple IP network ports: an internal lookup table can be rapidly filled up, degrading the modem's ability to process traffic. "Since its launch in late 2015, Arris marketed the modem as a high-end cable modem delivering 'the fastest speeds and most reliable connection to the Internet.' However, Arris failed to disclose that the modem contains a serious defect that prevents it from operating properly," the complaint, which also cites a 2016 Reg article, reads. "News reports and customer complaints since the release of the modem indicate that it suffers from high spikes in network latency – delays in data communication over the network – that degrade users' Internet connectivity." Now, lawyers want to collect damages from Arris on behalf of all consumers who purchased the SB6190 modems. Earlier this week the case was cleared by the intake judge and assigned to be heard by Judge Lucy Koh, who has a long history of presiding over suits involving tech companies. She famously told Apple's lawyers they were "smoking crack" when they tried to call 75 pages of witnesses in a 2012 battle with Samsung, for instance. The Arris case is nearly identical to a complaint filed in late March with the same Northern California District Court. However, while that case only alleged violations of consumer protection laws in California, this more recent suit expands that to allege violations of state laws in Hawaii, Arizona, Oklahoma, Louisiana, Ohio, Illinois and Kansas, as well as the District of Columbia. Arris did not respond to a request for comment. Link to comment Share on other sites More sharing options...
BIG__DOG Posted June 9, 2017 Share Posted June 9, 2017 this same intel puma is also in the virgin hub 3 which is why there are so many issues for virgin customers at the moment with packet loss, and huge ping spikes. Link to comment Share on other sites More sharing options...
Zennon Posted June 9, 2017 Author Share Posted June 9, 2017 Yes it is, it has been a nightmare for users of many different modem/routers, more so for gamers. Link to comment Share on other sites More sharing options...
fuzzy clam Posted June 11, 2017 Share Posted June 11, 2017 Nice find Z,and I hope they hit them hard enough (financially) so it makes them realize when they have an issue they need to address and fix it ASAP. Seems like this has been going on for ever for Arris users,I feel sorry for the people that can't afford to get something else or don't know about the issue and just suffer with it. Link to comment Share on other sites More sharing options...
Yam Yam Posted June 11, 2017 Share Posted June 11, 2017 Thanks for bringing this to our attention Zennon, just got off the phone to Vermin asking when they're gonna compensate me and change the Superhub 3 they installed when I already told them there was nothing wrong with my Superhub 2. This will make you laugh... so after I explained everything to them, a lady told me to press the reset button with a pin if I'm suffering problems with my WiFi ?!?!?! I repeated to them that that's not the problem so she told me... there is work going on in the area and it will be completed tomorrow around 4pm I asked her if she had listened to anything I had already said. Customer service & their checklists pmsl ! Edit: WOW, look at my graph, the fastest BB in the UK hahahah Link to comment Share on other sites More sharing options...
Zennon Posted June 11, 2017 Author Share Posted June 11, 2017 Thanks for bringing this to our attention Zennon, just got off the phone to Vermin asking when they're gonna compensate me and change the Superhub 3 they installed when I already told them there was nothing wrong with my Superhub 2. This will make you laugh... so after I explained everything to them, a lady told me to press the reset button with a pin if I'm suffering problems with my WiFi ?!?!?! I repeated to them that that's not the problem so she told me... there is work going on in the area and it will be completed tomorrow around 4pm I asked her if she had listened to anything I had already said. Customer service & their checklists pmsl ! Edit: WOW, look at my graph, the fastest BB in the UK hahahah I guess Virgin are not admitting that it is the puma CPU in the SH3 that is the issue, and there phone staff will not know there is a problem with it more than likely. Did you not keep the SH2 yam? Link to comment Share on other sites More sharing options...
Yam Yam Posted June 13, 2017 Share Posted June 13, 2017 I guess Virgin are not admitting that it is the puma CPU in the SH3 that is the issue, and there phone staff will not know there is a problem with it more than likely. Did you not keep the SH2 yam? I did manage to keep hold of one SH2 Zennon, they swapped it for a faulty one a while back. They then swapped an SH2 for the SH3 I got now & left it behind. Were you thinking of asking them to activate it in place of the SH3 ? Link to comment Share on other sites More sharing options...
Zennon Posted June 13, 2017 Author Share Posted June 13, 2017 I did manage to keep hold of one SH2 Zennon, they swapped it for a faulty one a while back. They then swapped an SH2 for the SH3 I got now & left it behind. Were you thinking of asking them to activate it in place of the SH3 ? Yes Yam. Link to comment Share on other sites More sharing options...
Yam Yam Posted June 13, 2017 Share Posted June 13, 2017 Yes Yam. Well, they did say they'd call me within 48 hours to get more info from me but as you might guess, they haven't called I'll call them in a bit & see what bs they feed me I'll let you know how I get on... Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.