S33 | S34

The event log generated by my S33 cable modem contains detailed information about the modem’s operation and errors encountered during its normal operation. However, definitions explaining the contents of the event log are astonishingly not included in the user’s manual. Google searches had me going in circles. Does anyone know where can I find the meanings of the various event levels and error messages? What twisted and deluded logic did Arris use to decide that excluding such critical information was a good idea? What's the point of providing this information, yet making the definitions difficult to find?

I have been a long time user of Arris modems. My new S33 that I have had for three months quit working today. It was very hot to the touch and I suspect it was overheating. My old Arris modem was relinked and works fine so I know it’s a modem problem. Arris refuses to repair/replace the modem because it was purchased new off of ebay. Wrapped in a box…… Never connected to the internet. Half of me understands this policy but the unwillingness to help does not. No offer of a partial credit even. I’ll be switching to a different company and will never purchase from you again. Its not about money for me. It’s the unwillingness to do absolutely anything. So here I go to look for other brands.

To minimize vulnerability, can I change the admin password before I connect the cable for internet access? Or does it require xfinity activation first?

S33 was working fine connected to Xfinity. There was a storm in the area with lightning. The S33 is plugged into a Tripp Lite surge protector the coax is plugged into the surge protector as well as grounded on the side of house. Router is still functioning just doesn’t see the Modem. Xfinity app shows no outage but troubleshooting it says it can not connect to the modem. The S33 blinks green even after factory reset. operation of the cable modem. Startup ProcedureProcedure Status CommentAcquire Downstream Channel 687000000 Hz LockedConnectivity State In Progress Upstream Parameters AcquiredBoot State In Progress Upstream Parameters AcquiredConfiguration File In Progress Security Failed BPI+DOCSIS Network Access Enabled Denied Downstream Bonded ChannelsChannel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables44 Locked QAM256 687000000 Hz 5 dBmV 45 dB 0 0 Upstream Bonded ChannelsChannel ID Lock Status US Channel Type Frequency Width Power21 Not Locked SC-QAM 4040

Installed a new S33 modem. Login to monitor fails using Userid:ADMIN and last 8 of S/N Is there a way to find out what should be used or a way to reset the ADMIN password?

I pay Xfinity for 1200 and am lucky to get 400. I’m just off the phone with Xfinity they said it’s a software?firmware update issue with Arris? I’m connected to a desktop Via a Nighthawk Router AC3200 R800 Any help would be appreciated

New modem, local cable company recently upgraded to DOSCIS 3.1. My download is awesome with this modem, but the upstream is missing the OFDMA channel, which is causing my speed to not reach the max speed I’m paying for. Had a technician come out and he noticed that my modem wasn’t connecting to that channel. He put a temp modem on (different model) and it was able to connect to the OFDMA channel. The tech was saying I probably need a firmware upgrade, but the modem I have is one I purchased and they don’t carry those. Therefore, he isn’t sure if they can upgrade the firmware for me. Can anyone help with this or give me advise.

Two ports on back. 1GPS and “up to” 2.5 GPS. The 2.5 port implies I can hook up my 1GPS service into that port since it’s “up to” 2.5. Sometimes the cable provider exceeds the speed I’ve subscribed to. I saw it a lot when I was in the 500 MB/s plan. It’d go to 600-700. So now I have the 1GBPS plan. Should I plug into the 2.5?

Hi All, I purchased and installed S33 in February. It worked well. However, for March and April, Xfinity reported that 3x-4x data usage than before (and charged for additional data). My router reported 1/4-1/3 of the data usage. So I called Xfinity to see why there is a difference in data usage being reported. Xfinity said it was because the S33 did not report data usage correctly. Does anyone know how to solve this problem? Or is this a problem with the S33? Thanks all for your help.

I am struggling lately with disconnects on my S33. The cable connection coming in to the house was terminated by Cox and there are no splitters or any other devices on the line. The connection is from the box at the street to the house to the modem. Despite the constant issues, Cox claims it is my modem because they are able to reach it with a reset packet and if they can do that, there is absolutely nothing wrong with their service at all. Yes, it works sometimes, but many interruptions throughout the day. The modem is less than two years old because I replaced it last time they told me to. I’m not convinced another modem will solve my issues. I have the following types of log messages on the S33 Event Log: Started Unicast Maintenance Ranging - No Response received - T3 time-out; SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; MDD message timeout; Is there any other info I can provide to help troubleshoot the issue? Thank you

I am getting disconnected multiple times a day for a couple minutes at a time. The light is staying blue the entire time. This is happening on a hardwired device.

I have 1000 gbps but my modem only puts out 400. I have reached out to Xfinity and they said that everything is fine on their end. Can you help?

I am trying to connect a TP-Link XE75 Pro to my S33 Cable Modem. It wants to know the internet type and I contacted Xfinity and they told me that since it is not a modem provided by them, they cannot give me that information. They told me to contact Arris.

We've had our s33 for about a year , love it, works great ...tonight while watching TV one of the cats ran passed it and unplugged it, plugging it back in now results in just a green flashing light and no internet, Xfinity can't see it at their end and can't provision it again, I've done a factory reset but it's made no difference. In the web interface it says that DOCSIS network access is denied and also the system date and time is set to Jan 1 1970 but I can't see any way to correct that? Everything else looks normal to me

I’m trying to connect a HP 3056A for wireless printing. I expected to see a WPS button on the physical device, then expected to see a button on the https://192.168.100.1/ settings page. Didn’t see that anywhere, nor Surfboard Central app. There is also an option on the HP printer for a printer pin that I’m supposed to enter on the router settings. I looked on Surfboard Central for my W121 mesh network, didn’t see anything. Can someone point me in the right direction?

As the Title says, checking my event log after provisioning was complete showed SW Upgrade Failed. Is this an issue with Spectrum not pushing the correct firmware? Has anyone else experienced this?

Brand new S33. Installed it last night, and it wasn’t talking. Woke up this morning, had not touched it, yet it was working fine. Proceeded to try logging in to https://192.168.100.1/Login.html I have carefully observed the serial number and tried to log in with the last 8 digits. The serial number is in this format: block 1 - 4 characters, mixed letters and numbers - spaceblock 2 - 4 numbers - spaceblock 3 - 4 numbers - spaceblock 4 - 3 numbers As such, the password I am using is the last digit of block 2, all 4 digits of block 3, and the 3 digits from block 4. That does not work. What am I missing here?

We bought a arris surfboard model s33 in January 2022. Sunday it stopped working. I work from home, virtual school for my kids, and don't have time for any shenanigans with my computer. We went out and purchased another modem but I'm wondering if we have any recourse since this is only a little over a year old and they aren't cheap. This is the second time this has happened but the first time I actually knew when it was purchased and approximately where although I don't have the original receipt. Am I just out because of a bad product or can I get a replacement 🤔?

For the last four weeks now I’ve been having T3 timeouts and packet loss. I was using a SB8200 and was told by xfinity that it could not handle the speeds I am receiving, so I purchased a new S33. After activation I was still getting T3 timeouts and packet loss. After many tech visits, we’ve replaced all lines and connections from the tap to and through my house to my modem and still I am having issues. I have checked the various guides and compared levels with what my modem shows and noticed the upstream power levels are slightly below what Arris says they should be, roughly 39-44 dBmV instead of the suggested 45 dBmV+. I spoke with an Xfinity supervisor today and they informed me that my S33 had reset over 200 times in the last 48 hours and says that their network techs have found no issues up to my tap. So I am wondering if maybe my S33 might be defective or if the slightly low upstream power levels are causing my problems.

Hello, After much back & forth with xfinity, they are telling me that the S33 is NOT mid split ready. Currently xfinity forces you to sub to xficomplete and use their XB7 or XB8 modem. Xfinity customer support: Cable modems need to be able to have the features to access the greater mid-split upstream bandwidth, and not all cable modems have that ability right now(Only our gateways). A modem will need to at least support DOCSIS 3.1. In other words, Retail modems do not yet support the new allocation. As this upgrade rolls out to more of our network in 2023, we anticipate the retail modem manufacturers will add mid-split to their modems and once they do so, you should then have retail device options available for higher upload. Any firmware needed to be compatible is built and approved by Arris. They are the ones you want to ask about compatibility and when they will add the feature/turn it on. My modem goes through several diplexer options on boot and is software ver TB01.03.001.10_0120

Every Windows device in my home, two work laptops, a desktop using Wifi, and a hardwired desktop all will show “Connected, No Internet” for several minutes when first booting up or waking from sleep. The Xfinity tech that came out confirmed the signal is excellent where it is coming into the modem, and I have had the router replaced which leads me(and the tech) to believe its a modem issue. I have tried connecting directly to the modem to register its warranty but it wouldn’t let me and the ARRIS support site kept showing as unavailable. I just want to submit for a replacement.

I had a problem with cable system which Xfinity fixed by running a new line. Once activated, my modem connected to the internet but I’m unable to sign in to the modem. I reset to factory default but it will not accept the default user id and password which came with modem (Admin / password). I need to access in order to reset my home network. I’ve tried unsuccessfully to contact anyone with Arris support for assistance or warranty. I need the modem for work ASAP so will be forced to purchase a new modem (which wiill not be this company brand) unless I can get help immediately.

Got Xfinity to activate and working but can’t log in to admin portal

Just hooked up my S33 and had it activated through Xfinity. I connect to my WiFi router and works great. However, when I unplug from router and hook my modem directly to my laptop, it says unidentified network and it will not connect to the internet. Any suggestions?

Both Arris and Xfinity pointing fingers at each other. Paying for 1.2 gig and getting between 200 and 400 on ethernet. Was getting 900plus on xfinity modem. Attached are logs if someone can help me. (edit: CM-MAC information removed) 31/12/1969 17:02:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 31/12/1969 17:02:22 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=***.***.***.***;CM-QOS=1.1;CM-VER=3.1; 18/3/2023 07:09:40 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=***.***.***.***;CM-QOS=1.1;CM-VER=3.1; 18/3/2023 07:09:49 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=***.***.***.***;CM-QOS=1.1;CM-VER=3.1; 31/12/1969 17:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. 31/12/1969 17:00:20 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timin