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Yesterday, during a pretty heavy thunderstorm my trust TP-link Archer AX55 suddenly stopped working-it had the one green powerlight, but no other lights after several reboots and hard resets. 

So I fire up amazon and order a BE3600, figuring I’d get to use the 2.5 gig ports on both the S34 and the BE3600.

Strangely, when I connect the cable from the 2.5 port, there is nothing, no lights no connection.  When I connect via the 1 gig port, everything comes to life. Now I had been using the 2.5 port with my old, 1 gig port modem and it seemed to be ok with working with a slower port.  Now, with the 2.5 capable router, , the port just goes dead.  I have done a ton of power cycles-no difference...

Now, i’m not at a crazy high tier with Xfinity, so I likely wouldn’t see much of a difference, if any. but I’m curious- is there a setting I’m missing 

Make sure that only the 2.5G port is connected on the S34 modem, leaving the 1G port empty. Restart the modem and check the light status on the 2.5G port. If there are no lights, the port might be malfunctioning. At this stage, perform a factory reset. If there is still no connection on the 2.5G port after the reset, further troubleshooting may be needed.

Please try changing the Ethernet cable, and consider swapping the ends to see if that helps.

To check the Ethernet port status, you can connect the modem directly to a computer and check the IP address without the coaxial cable connected.

To check the IP address on a Windows computer, please follow these steps:

  1. Press the Windows button + the letter R on your keyboard to open the "Run" command box.
  2. In the box, type "CMD" and press Enter.
  3. A black screen will appear. Type "ipconfig" and press Enter.
  4. Under the category 'Ethernet adapter Ethernet,' you’ll find the IPv4 address.

To check the IP address on a Mac:

  1. Click on the Apple menu.
  2. Then, select System Preferences or System Settings.
  3. Navigate to Networks and click on the Ethernet option to view the IP address.
  4. If you're using an adapter, you’ll see an option for USB under Networks.

If the IP address starts with 169.254.., or if the media state shows 'disconnected' or the category is blank, there could be an issue with the port itself.

Thank you for the guidance and further ideas- I tried the power cycle with the ethernet already hooked up, and then the factory reset- sadly no change. I’ve tried 3 different cables, including a brand new Cat 7, and still no connection or lights from the 2.5 port.  I’m afraid I don’t have PCs that have ethernet ports anymore, and am not sure it’s worth buying a hub just to test this, I think the port is malfunctioning. I bought the unit in Dec 2024, so it should still be under warranty, correct?

 

Thanks!

That's correct! If your S34 modem is not a refurbished unit and is purchased from an authorized reseller, you will receive a two-year manufacturer's warranty starting from the date of purchase. If you are experiencing issues, such as no lights on the Ethernet port when connected to a router, try factory resetting the modem. If the problem persists, please reach out to our support team by visiting www.arris.com/consumersupport.

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