I’ve had this S33v2 device in place with eero 6+ mesh devices and Xfinity ISP since Aug of 2023…it worked well until 2 days ago. The WiFi dropped, I assumed it to be a temporary Xfinity outage. After several hours I checked the modem and it had a solid while (greenish) light, normally its blue. The device was making a high pitched buzzing noise that I hadn’t previously heard. I disconnected both the power and coax, waited and reconnected…the light immediately turned solid white upon connecting power. I attempted to reset the device via the recessed reset button on the bottom of the device. I followed the instructions in the user manual holding the reset button for over 7 seconds, the light never changed from solid white. I’ve attempted several more times, holding the reset for up to a full minute, same result, the light never changes from solid white. Disconnecting the coax and connecting only power, the light goes immediately solid white.
To rule out faulty coax, Ii swapped the cable with a known good cable, no change. I also tried an alternative outlet for power, no change.
Using the Surfboard app (updated to latest version), there doesn’t seem to be anything that indicates the device status/connectivity, and no settings that can be modified. It simply shows s/n, Mac, isp, hardware spec. I’ve attempted to access 192.168.100.1 via both WiFi and hardwired connections but it fails to load regardless of browser/device.
I’ve contacted Xfinity support numerous times, they said they successfully sent a reset to the modem and everything is good on their end. They’re sending a tech out tomorrow but indicated it will be a paid service fee if they determine it’s a modem failure.
My device is covered under warranty until Nov 18, 2025. How do I initiate device replacement?
I’d welcome any recommendations for further troubleshooting but it certainly seems to be a hardware issue with the modem.
