Hello, after many hours working with comcast and missed sleep trying to provision my new S33 modem, I had a thought to log into it but couldn't. So I factory reset the S33 & was then able to connect. Looked at log & see a critical error TVL-11. Basically, saying the MAC id doesn't match the model in comcasts system saying its something other than the S33. So, when they send signal to provision it, it fails. How can mac id & model be different. Tried calling modem support but they are not open yet. Has anyone seen this before? Is there a fix besides returning it & posting a very negative review?
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- Wi-Fi Warriors
- 3605 replies
Could you let us know the LED light status on the modem?
Do you have internet access?
The error you mentioned appears in the web manager or event logs?
- The Many
- 2 replies
Ok, after many hours of working with comcast, & I mean MANY, it was decided that I call surfboard support when they decide to wake up in California. Explained how comcast said my mac id is showing the wrong model # for my modem, infact they said it was a combo wifi/modem. Arris said NO they looked it up & it was correct. So Comcast had a bad database?????? Who knows, but they told me to return it for another 1 which I did this afternoon. Which comcast set it up correctly finally.
Thank you for responding & trying to assist!!! By the way the error was in the event log once I got dialed into it..
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