Visitor
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1 Message
S33 modem not recognized
Hi,
Xfinity was installed in my house using my own S33 modem and my own router. Everything is working fine.
But the Xfinity account on xfinity.com said my internet has service problem. When I try to restart the modem, it
said no device is found.
From xfinity app, it said it cannot find my modem after I put in the MAC address.
On the xfinity account, it show the serial number of my modem but it actually is the MAC address. Is it the problem ?
how can I fix this and get the xfinity app on my phone connected to my service.
Thanks
Roger
EG
Expert
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110K Messages
4 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.
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XfinityLinda
Official Employee
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1.8K Messages
4 years ago
Hello, @user_f38449! Thank you for reaching out today! We are happy to look into the service issues. In order to get started, please send a DM with your name and complete service address, so I may pull up the account and review it. I look forward to your reply.
To start a Direct Message: 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_e02ac6
Visitor
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2 Messages
4 years ago
My S33 modem worked fine until Sept. 2021 when it started losing connectivity. Xfinity has been no help. Just to make sure the modem is not the cause I replaced it under warranty. The new modem will not work either after spending hours on the phone with Xfinity techs. What has Xfinity done to make the Arris Surfboard S33 not work?
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CCHeather
Problem Solver
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1.1K Messages
3 years ago
@Arcanexvi Hello! Thank you for reaching out to the Digital Care Team today and thank you for your patience while waiting to connect with a Specialist. What is the make and model of the modem you are using?
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user_1fac5b
Visitor
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1 Message
3 years ago
I have been using an Xfinity modem for some time now. I purchased an Arris S33. Xfinity states this is a supported device on the website. I have spent hours on this today with three separate calls to Xfinity. Customer service is stating that your computer system will not allow the S33 to be activated. Two different customer service representatives could not activate the S33 as the activation system prevents it. I have have had to switch back to my Xfinity modem. Please advise.
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