Skip to main content
Solved

S33 Intermittent Dropouts

  • January 18, 2025
  • 3 replies
  • 57 views
P
The Many
Forum|alt.badge.img

How can I get a longer timeframe of Event Logs on my S33v2? Have been having intermittent dropouts. I believe this is a cable supplier (Spectrum) problem vs. Arris. However, I would like to set up a computer on the modem via internet port to log various elements over a longer period of time. How can I do this vs. the somewhat short period of time the Arris logs events.

If it turns out this is the Arris modem how can I get a warranty replacement? I do not have a backup modem so would need to continue to use this one until a warranty replacement is sent to me and then I would send to Arris.

Best answer by SURFboard Moderator

To isolate the issue, connect any device directly and monitor the connection for 24 hours. If the internet still drops, we would suggest checking the cable signal levels. A cable signal level refers to the strength and quality of the signal that travels through the coaxial cable to provide your internet service.

Please refer to the link below on how to check the cable signal levels.

http://arris.force.com/consumers/articles/General_FAQs/S33-Cable-Signal-Levels

To understand you better, are you trying to use both Ethernet ports on the S33, and do you have a router connected to the modem already?

View original
Did this topic help you find an answer to your question?
This topic has been closed for comments

3 replies

S
Wi-Fi Warriors
Forum|alt.badge.img+42

To isolate the issue, connect any device directly and monitor the connection for 24 hours. If the internet still drops, we would suggest checking the cable signal levels. A cable signal level refers to the strength and quality of the signal that travels through the coaxial cable to provide your internet service.

Please refer to the link below on how to check the cable signal levels.

http://arris.force.com/consumers/articles/General_FAQs/S33-Cable-Signal-Levels

To understand you better, are you trying to use both Ethernet ports on the S33, and do you have a router connected to the modem already?

SURFboard Community Moderator Team
P
The Many
Forum|alt.badge.img
  • peyermanThe Many
  • Author
  • The Many
  • 2 replies
  • January 19, 2025

The issue seems to have been a bad cable line from the pole to the line coming to the house. Cable was replaced by cable company after they tried to tell me it was the modem. I was able to us the data from the modem to give clear indication it was not the modem. I got them to give me a credit for 1 day service and I indicated I would call every day until the problem was fixed. 
Watching the Event Log on the modem I also now see, for approx 24 hours, there have been no sync issues and no other errors (prior events were type 16 and type 24 as well as MDD message timeouts. The only indication in the index is me logging in multiple times. So, seems problem solved by cable company fixing their line.

P
The Many
Forum|alt.badge.img
  • peyermanThe Many
  • Author
  • The Many
  • 2 replies
  • January 19, 2025

Just checked again and now see MDD message timeout ; then an event Type Code 4 approx 6 minutes ago. Will watch for another 24 hours.

Most helpful members this week

Terms & ConditionsCookie settings

Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings