We purchased an ARRIS S33 modem new less than a year ago, and it appears to be failing.
The front LED is solid green (online), but the 1GE Ethernet port shows both green and amber link/activity lights even when no Ethernet cable is plugged in. The factory reset button also does not trigger a reboot, even when held for 20–30 seconds.
Internet connectivity has become unstable, and based on troubleshooting, this appears to be a hardware issue with the Ethernet controller.
Additionally, when attempting to file a warranty claim, the ARRIS/CommScope website is not accepting our S33 model information or serial number, even though we are entering it exactly as printed on the device.
Has anyone successfully:
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Processed an S33 warranty replacement recently?
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Worked around the warranty page rejecting valid model/serial information?
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Found a reliable way to reach support?
The unit is less than one year old and was purchased new.
Any guidance would be appreciated. Likely going to file a chargeback if I can’t get in touch.