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user_ji4gbt
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Saturday, June 22nd, 2024 5:09 PM

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S33 300Mb on 1Gb

I've recently been troubleshooting Arris S36 devices (bought them with hope - Puma chipset issues, "I was wrong") and have returned them.

So to get a reliable connection, I've purchased an Arris S33 - which has been "packet perfect" reliable.

But I'm only getting a bit over 300Mb on a 1Gb account.

I've used the app to troubleshoot but it seems completely oblivious that the speed/throughput isn't what I'm paying for (and what I got on the S36s - when they worked well enough).

How can I have support send the config back to my new S33, please ("reprovision my modem")? MAC address at the ready!

Question

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Updated 

11 months ago

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EG

Expert

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110.4K Messages

11 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJorge

Official Employee

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2.2K Messages

11 months ago

 

user_ji4gbt Hello there! Thanks for letting us know about your issues and our team is here to help with your connection. To get started can you send us a DM with your name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

 

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user_dj7627

1 Message

11 months ago

I am also seeing a similar issue with my Arris S33 and reaching only 25mbps upload speed on a 1000/100mbps plan. I'm not sure how to send a direct message via those instructions provided for this customer on this forum. Thank you!

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XfinityAmandaB

Official Employee

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2.2K Messages

 

user_dj7267 Thank you so much for your comment. The upload with the S33 would be a different issue. If you are in a next generation upload speed area you would need to use one of the few devices we have approved to support the new upload speeds. Currently, the S33 is not one of those device. You can check Xfinity approved customer owned modems and enter your address to see all the approved modems for normal upload speeds. If your area has been upgraded you can click on the view all devices option in the blue tile located in the bottom right corner to view a PDF that is updated all that time with approved devices. The top 7 devices listed under the Next Gen Speed Tier are the only devices that will receive the upgraded upload speed. 

 

(edited)

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11 months ago

0

user_ji4gbt

2 Messages

11 months ago

I wanted to add that on the day of the posting, XFinity reached out to me to help. It took several restarts of the modem, but in validating everything along the way, one of the times that the config was sent and I hard rebooted the modem, I started getting the 1Gb down that I was supposed to be getting. It wasn't the first reconfig (and I did notice the soft reboots), but one of the later ones. It took about 2 hours of proving out cables (all were good), different systems, and so forth.

I've learned that the S33 is NOT yet on the 100Mb up that XFinity will give me if I switch to a supported modem, or "wait until this one is certified." I can wait a bit to see if it's ever certified, though I do long for 100Mb up when dealing with YouTube videos.

Thanks to the support staff for their patience with this device, and maybe a bit of a curmudgeonly old WAN/LAN admin.

(edited)

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