Motorola has NO available support for modems!

[Choppie]

Seriously, this is CRAZY! It's a $180.00 modem still in warranty
Who can please chime in with an actual number I can call to get a legitimate RMA processed...

I'm on my 3rd day trying to find support for a dead Motorola Motorola MB8611 modem. I bought 2 of them off Amazon, one died. I started some chat on their website and received an email requesting model, sn, mac and copy of my invoice showing where I bought it, and date of purchase. I provided all needed info and received a followup email with a shipping label.

I shipped the item out, 2 days ago, today I received an email from someone saying they got my modem but they do not process motorola products there. !!!!!

I just spent 2 hours (TWO HOURS) calling Motorola numbers, each person gives me a new number to CALL....!!!!
Here is the list of useless numbers, most AI bots that don't work!

800-753-0797
800-734-5870
888-331-3383 RMA BUSY SIGNAL
888-944-4357 AI BOT
877-466-8646 ARIES MODEMS
833-411-1397 BUSY SIGNAL
888-325-9336 AI BOT

copy of email reply below

Hello,

We received a package from you that appears to be shipped to us incorrectly.

It's a Motorola modem.

We do not process Motorola product.

If you want to provide a shipping label, we can ship it for you.

Regards,
Rob





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PREMIER


Premier LogiTech


Services & Solutions for Logistics & Technology



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Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you.

Question Reference # 260801-000107​

Date Created: 07/31/2026 10:35 AM Date Last Updated: 07/31/2026 12:21 PM Status: Solved

Response By Email (Karmen) (07/31/2026 12:21 PM) Hello, Once we verify your purchase, we will review your case in accordance with our company policies. To begin, please provide the following information: The serial number of the device The model number of the device A receipt / proof of purchase (including the date of purchase and the store name where you purchased the product) Customer's shipping address Customer's phone number We appreciate your support and sincerely apologize for any inconvenience this experience may have caused. Best, Motorola https://www.motorola.com/us/en/legal/privacy-policy Customer By Email (. .) (07/31/2026 10:35 AM) How do I process an RMA for a modem How do I begin the replacement process? Motorola MB8611

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

​ Question Reference # 260801-000107​ Date Created: 07/31/2026 10:35 AM Date Last Updated: 08/07/2026 08:42 AM Status: Updated

Response By Email (Karmen) (08/07/2026 08:42 AM) Hello, Thank you for providing the requested details. At this time, we are unable to provide additional troubleshooting or further technical assistance for this matter. After reviewing the available support options, the resolution currently available is to proceed with a refund. To proceed with your refund, please return the product and follow these steps: 1. Print the included shipping label. 2. Carefully wrap the product and all original accessories and components provided at purchase. 3. Pack the items securely in a box. 4. Attach the shipping label to the box. 5. Take your package to a FedEx drop off location Please ensure that all original accessories and components are included and that the product is returned in its original condition. Failure to do so may affect your eligibility for a full refund. We recommend returning the product within 14 days of receiving this email. Once the return is received and verified, we will proceed with the refund. Please be aware that refunds are processed via an Electronic Funds Transfer (EFT) direct deposit to your bank account. Motorola is not responsible for loss or damage to the product during shipping if the provided label and instructions are not used. If you need assistance with the return shipment, please let us know. Best, Motorola Customer By Email (08/07/2026 08:19 AM) Hello Motorola MB8611 SN# 2674-MB8611-30-1575 MAC: 00:40:36:94:26:E6 My amazon info, also please see copy of amazon invoice attached PDF

 

[Choppie]

UPDATE;

I replied to their email containing the wrong shipping label, and this is the email I received just now! WTF! I'm NOT giving them that info...looks like a SCAM to me...can anyone tell me how to proceed... see email below,

Question Reference # 260801-000107​ Date Created: 07/31/2026 10:35 AM Date Last Updated: 08/11/2026 12:24 PM Status: Updated

Response By Email (Karmen) (08/11/2026 12:24 PM) Hello customer, Please disregard that email. We will have the device re routed at no cost to you. In the meantime we can proceed with your refund. Please be aware that refunds are processed via an Electronic Funds Transfer (EFT) direct deposit to your bank account. This method is considered generally safe and protected, as the identification of both parties is confirmed prior to transfer. Please note that your bank may charge fees for electronic funds transfers; Motorola is not responsible for any such fees. To protect your privacy and security, please do not send your banking information by email. I will contact you directly by phone to collect the following information: Account Holder Name Bank Name Billing Address Account# Routing# Please let me know a convenient time to reach out to collect this information, Monday - Friday 9AM CST - 2PM CST. Once we have received your complete and accurate information and your refund is processed you should receive it within 7-10 business days subject to your bank’s processing times. Motorola is not responsible for delays caused by incomplete information or bank processing. Karmen https://www.motorola.com/us/en/legal/privacy-policy

I already bought an ARIES SB8200 modem for the customer to get them up and running, looks like I'm getting scammed here!

 

[Choppie]

Just looked up the MAC address, not motorola. Could this be a FAKE motorola modem???
MAC 00:40:36:94:26:E6

MAC address prefix 00:40:36 is registered to Minim Inc., located at 848 Elm StreetManchester NH 03101US.
This registration is classified as MA-L (Mac Address Block Large) containing approximately 16 million MAC addresses
The prefix was initially registered on 09 November 2000, with the most recent update made on 15 September 2021.

OUI: 00:40:36
Vendor name: Minim Inc.
Address:
848 Elm Street
Manchester NH 03101
US.
Assignment Type MA-L
Mac Address Block Large (previously named OUI). Number of address 2^24 (~16 Million)
Last updated: 15 September 2021
Initial registration: 09 November 2000

 

[phaZed]

Motorola isn't Motorola, anymore... I stay away from their products in general.

On February 11, 2010, Motorola announced it would separate into two independent, publicly traded companies.[65] The cell phone and cable television equipment businesses would spin off to form Motorola Mobility, while the remainder of Motorola, Inc., which comprised the government and enterprise equipment businesses, would become Motorola Solutions. The split was closed on January 4, 2011.[6] Motorola Mobility was eventually acquired by Google on May 22, 2012.[66] Google later sold Motorola Mobility's cable equipment business to Arris Group in December 2012,[67] and Motorola Mobility itself to Lenovo on October 30, 2014.[68]

 

[HCHTech]

Motorola isn't Motorola, anymore... I stay away from their products in general.

@Choppie I thought Arris took over support on existing Motorola boxes. I think I would start there (although you are no longer the starting line) Try to get the current holders of your device to send it back, but I wouldn't waste a lot of time on it. <$200 I suspect. Frustrating for sure.

 

[Choppie]

I sent them an email with serious concerns... see below for their reply...
Basically the support person said it was shipped to the correct place but they were in error when stating they did not support motorola modems....

Hello,
I understand your concern and frustration. The modem you have was a licensed product through Motorola to Premiere, which is why the device was sent there. We are reaching out to see why they have informed you that was the incorrect address.

I assure you that this is not a scam, and I am located in the US. If you would like to provide me your phone number and a good time to call Monday - Friday 9AM CST - 2PM CST I would be more than happy to call you and hopeful put you at ease.

If you would like to cancel the refund request and have the device sent back to you instead, I have included a pre paid label. That tracking number is 875636193383

Regards,

seems like an interesting support log on this post....I'll let you know how or if it gets resolved....

I bought it through amazon, its way past the return time so motorola has no place to refund the amount and I don't know why they just do send me a replacement....

will report back when able..

out.....

 

[lan101]

Holy smokes that's wild.

 

[Choppie]

@Choppie I thought Arris took over support on existing Motorola boxes. I think I would start there (although you are no longer the starting line) Try to get the current holders of your device to send it back, but I wouldn't waste a lot of time on it. <$200 I suspect. Frustrating for sure.

Thanks for the reply, I did get passed on to the ARIES support number which they promptly told me they do not support motorola, they gave me a number to call....which was nothing more than a loud busy signal....haven't heard that in 10 years or more...

 

[Markverhyden]

Just because you bought it "new" doesn't mean it's under warranty. Arris bought that part of Motorola from Google like more than 10 years ago. Arris got bought by CommScope a few years back. If the modem is bad I'd just let it go. You're on the clock doing this stuff and there's no incoming revenue to cover that. Besides the current DOCSIS is 4.0 which was introduced several years ago. Your model is 3.1 so it's already obsolete. You might be able to write off the original purchase as a loss but check with a bean counter first.

 

[Choppie]

Just because you bought it "new" doesn't mean it's under warranty. Arris bought that part of Motorola from Google like more than 10 years ago. Arris got bought by CommScope a few years back. If the modem is bad I'd just let it go. You're on the clock doing this stuff and there's no incoming revenue to cover that. Besides the current DOCSIS is 4.0 which was introduced several years ago. Your model is 3.1 so it's already obsolete. You might be able to write off the original purchase as a loss but check with a bean counter first.

I'm supporting many retired folks in South East Florida. In the last 5 years our SCAM insurance company's went around looking for BS faults on everyone's property, my cement driveway had a 8 inch crack barely noticeable, lawn needed cut on that day. Lack of pride of ownership was one of the comments on the report.....everyone's insurance went from 1,200/yr average to 6,500/yr, mine included! Many people had theirs increase to over $10K/yr, living on a fixed income. So there's that. $200.00 scammed from me by a billion dollar company, an item that the packaging cost them $5 and the modem cost them $6 to produce...is a thing! Just saying.

 

[lan101]

I'm supporting many retired folks in South East Florida. In the last 5 years our SCAM insurance company's went around looking for BS faults on everyone's property, my cement driveway had a 8 inch crack barely noticeable, lawn needed cut on that day. Lack of pride of ownership was one of the comments on the report.....everyone's insurance went from 1,200/yr average to 6,500/yr, mine included! Many people had theirs increase to over $10K/yr, living on a fixed income. So there's that. $200.00 scammed from me by a billion dollar company, an item that the packaging cost them $5 and the modem cost them $6 to produce...is a thing! Just saying.

From all the videos of various things I've seen on this topic over the last few years on Florida...it seems like it's going to be as bad as NY or Cali before too long...not there yet but heading that direction. All the old folks are gonna get priced out one way or the other. Inflation and scams like this are ruining it for the non wealthy class.

Pretty much if you don't have at least 100k a year or more it's gonna be tough to maintain. My mom is in the seminole area near Tampa and things in at least her area still seem reasonable.....for now.

Everyone in those condo buildings all have spectrum and they all use spectrums equipment. It's like part of a package deal there.

 

[Choppie]

Everyone in those condo buildings all have spectrum and they all use spectrums equipment. It's like part of a package deal there.

We also have HotWire down here, starting to show up in more areas. I haven't heard too many complaints about them. We have HotWire in the office, no issues and their support when called is really pretty good.

 

[xrobwx71]

I'm supporting many retired folks in South East Florida. In the last 5 years our SCAM insurance company's went around looking for BS faults on everyone's property, my cement driveway had a 8 inch crack barely noticeable, lawn needed cut on that day. Lack of pride of ownership was one of the comments on the report.....everyone's insurance went from 1,200/yr average to 6,500/yr, mine included! Many people had theirs increase to over $10K/yr, living on a fixed income. So there's that. $200.00 scammed from me by a billion dollar company, an item that the packaging cost them $5 and the modem cost them $6 to produce...is a thing! Just saying.

Perfect depiction of insurance companies.

https://i.makeagif.com/media/8-26-2018/3CB9L4.mp4