S33v3 losing connection to upstream channel with T3 and T4 errors

Question

Hello,I have an S33v3 modem that I purchased about six months ago.Since the thunderstorms at the end of September, the modem has been losing connection on the second upstream channel and is repeatedly showing T3 and T4 errors.My ISP (Xfinity) has already replaced all cables and splitters and performed maintenance on the street line. My neighbors’ modems no longer experience T3/T4 issues—only mine continues to drop the second upstream channel every few hours.Restarting the modem temporarily resolves the problem, but the issue always returns.I suspect the modem may have been damaged during the storm. Is this possible?And if so, would this be covered under the warranty? Also I try to find my warranty info but it says unable to find my serial number.

SURFboard Moderator · Answer

To begin isolating the issue, please connect a computer directly to the modem using an Ethernet cable and monitor the connection to see if it drops. This will help determine whether the problem lies with the modem, the router, or elsewhere.

If the issue persists even with a direct connection, we can proceed with checking the cable signal levels within the modem . If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet

Please refer to the link below for instructions on how to check your cable signal levels:

https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SB8200-Cable-Signal-Levels

If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.

For further assistance, we have reached out to you via private message.

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