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user_f38449
1st Topic

Visitor

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1 Message

Thursday, September 9th, 2021 5:58 PM

Closed

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

Question

 • 

Updated 

3 years ago

2.2K

5

0

EG

Expert

 • 

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

 • 

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

 • 

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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CCMorgan

Gold Problem Solver

 • 

3.3K Messages

Hi, user_e02ac6. This modem works for thousands of our customers, but we're sorry to hear about the complications that you're running into with it as well. We can help! We'll first want to pull up your account and take a look at the modem status/readings in order to help from there. Please send us a direct message as well, with your first and last name, along with your physical address so we can get started.

 

To send a direct message chat:
First ~ ensure you are signed in. You will then see a chat icon toward the upper right corner of your page. Click that icon or follow this link: https://comca.st/3dymapU.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

Let me know if you run into any trouble. Thank you!

I no longer work for Comcast

4 years ago

0

Arcanexvi

Frequent Visitor

 • 

9 Messages

I have the same issue and Xfinity customer service can't seem to figure it out. My modem just reports DOCSIS Network Access Enabled: Denied so it seems like Comcast is actively refusing my modem. All the connections are fine as their modem works without issue on all the same ports/cables. Xfinity tech came to my house and charged me $100 to basically tell me they couldn't figure it out.

This reply has been converted into a post

3 years ago

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CCHeather

Problem Solver

 • 

1.1K Messages

@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? 

This reply has been converted into a comment

I no longer work for Comcast.

3 years ago

0

user_e02ac6

Visitor

 • 

2 Messages

@user_e02ac6 Cfinity tech came to house. Checked set up. OK. Connected directly to Arris S33 modem and uploaded new boot file to it. Found bad fiber from box about 100 feet away. Had it replaced.  All working well for now. 

3 years ago

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CCHeather

Problem Solver

 • 

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? 

This comment was created from this reply

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user_1fac5b

Visitor

 • 

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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XfinityPeterH

Official Employee

 • 

1.8K Messages

Hello, @user_1fac5. Thank you for reaching out today on our forum! Spending hours working on activating your equipment to no avail would be frustrating. I know if I was having issues with my equipment I would be reaching out too! We are happy to look into this issue. In order to get started, please send a direct message with your full name and complete service address. Here is how you can be able to send us a direct message:

 

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • Click the "New message" (pencil and paper) icon



  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there



  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list



  •  - An "Xfinity Support" graphic replaces the "To:" line



  • Type your message in the text area near the bottom of the window



  • Press Enter to send it



See https://comca.st/3DZEGBP for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 years ago

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