Surfboard Central Mobile App not working for S33V3

Question

I bought a Surfboard S33V3 in Oct 2025 and installed with Breezeline with the 1 Gbps plan. The modem can only give me 80 to 200 Mpbs via cat6 wire connection. ISP asks me to enable the UPnP port on the modem. I logged into the modem admin page. I don’t see anywhere to change any settings, can only see status, event logs, etc. The web page asks me to use the Surfboard Central App and say I can configure my modem there. I downloaded a copy of the Surfboard Central App, manually entered my MAC address and S/N. The app only allow me to see the modem mode, S/N, Mac address, and a link to the user guide. There is absolutely nothing else I can do or see on the App.

I also went to Surfboard support website and trying to find Arris support phone number or chat. It asks me to enter the model and Serial Number. After I entered the info, it tells me that it can’t find my S/N.

This is very frustrating to say the least.

Have I missed something?

SURFboard Moderator · Answer

To isolate the issue, we recommend connecting the modem directly to a computer using an Ethernet cable to verify if it delivers your subscribed speed.

Please note that UPnP is related to your router, not the modem. The S33 is a simple plug-and-play device with no configuration options.

If speeds remain low even when connected directly, then we recommend 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/S33-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.

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded