Bests & Worsts Reviews from Amazon

I have had the unit since August 2018, I was on firmware 9.1.93N and was having latency issues after i changed to the faster speeds 3 months ago (250Mbps from 100Mbps). I called Arris and told them my issues and they stated it was my ISP causing issues and that they need to fix it. I then called my ISP and had a tech come out 3 times every few weeks to check why im still having issues and after many 48 hour ping tests the ISP said it was not on their end and could be the router causing the issue. I called my ISP to have the Firmware upgraded to the latest (9.1.103CM) and was told that would hopefully fix the issues. Well it didn't. I have changed my Router and Wireless Access Point to Ubiquiti (Enterprise Grade) system and know that it is not causing the issue. Called Arris again and let them know I changed out the Router and still having the issue. They told me that the ISP is still to blame and I need to have a tech out there to fix the SNR's and check the Event logs and he will know how to fix the issues. Had a tech come out and spend over an hour seeing the issue and showed me the ping test they had done less than a day ago and it shows no issues on their end. Called Arris March 3rd 2019 to let them know that the modem is bad and there options were, 1) be without a modem and ship mine to the facility and wait for them to get it and then ship me out a new one or 2) Pay $15-50 for shipping and hold $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 not have my internet down for at least 7-10 days. Worst business practice. Why should I be out paying for shipping when I did not do anything to mess up the device. I even asked to pay the difference to upgrade to one without the puma 6 chipset (SB8200) and they said they don't do that. I was willing to spend more money with this company to help fix the problems I am having. I just was to be able to be gaming online without the issues for latency spikes. I will update this after I get the new modem and provision it to my network.