Upload speed upgrade with Arris SurfBoard S33

Hi, I've got the same question. 

My Xfinity account says my service is eligible for 100Mbps upload speed. 

I'm using Arris S33 and I'm only getting 10Mpbs upload speed. 

I would like to know how I can enable the faster upload speed with my own S33 modem. 

Thank you. 

Hi there and welcome to Comcast @seanzxx. Thank you so much for reaching out to us today about your concerns to our higher upload speeds. At this time the higher upload speeds are not available with customer own modem. 

Thanks, @XfinityRoberto!

Will higher upload speeds be available with customer own modem in future.   Do you have the ETA?

I find Arris S33 is in the list of certified devices which support higher upstream speeds. 

https://www.xfinity.com/support/articles/upgraded-areas-leased-equipment-required-for-upload-speeds

Great question. Unfortunately, We do not have an ETA as to when the new speed will be available for customer owned modems.

@XfinityAirelle​ Is this a regional thing.  Support over at reddit said that my account would be able to use a MB8611 or an Arris S33 and get the 100mb upload.

Here is the conversation I had with them today: https://imgur.com/a/eoxBiLZ

@Dave-xyz​ I have my own modem (CODA56) and I get 100mbps upload.  Check the Comcast supported device page.  The rest is market dependent.  Good luck!

The requirement to XFi Complete to get 200mbps on customer owned modems was lifted!  Rebooted and now have 200+mbps upload.  

@Flyinace2000​ which modem do you have? 

I also have the S33 and after reboot still getting ~20mbps.

Edit:

just saw your comment 2 above, nevermind.  Wonder if s33 is lagging for the firmware update from Comcast.

I’ve got the same issue, though I routinely get 40mbps up. Have the S33 and a UniFi Dream Machine SE, which enables me to get the 1.2mbps down but have yet to see the 200mbps up I’m paying for. 

Hello, @lee52. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance in regard to your upload speed concern. Working from home myself, I rely on my higher upload speed to perform work optimally. 

I would definitely like to investigate the upload speeds further, as the S33 is showing compatible up to our Gigabit extra speed tier. Since I will need to gather some information to locate your account, please send a direct message. 

To send a direct message: 

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To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

Thank you for reaching out to us here @user_f1s43l. If you visit the https://www.xfinity.com/support/devices site you can see all of the supported device. Make sure to choose the all compatible devices including next generation speeds on the bottom right. 

I have an Arris S33 and my upload is around 20Mbps even though I'm supposed to "up to 100Mbps".  I did a chat with Xfinity and was advised to contact the OEM for updated software.  Has anyone gotten Arris to supply updated software?  From what I've read it's Comcast/Xfinity that would need to update the SW and/or config file.

My upstream is 54 to 55 dbmv for all 4 channels. Should be plenty of power.  Still stuck on 23mpbs.

Hello @user_qu326b, thank you for posting those signal levels and the relevant info 🙌! I can definitely help make sure you get the support you need, and I'll stick with you until we get this figured out. I want to make sure we're on the same page and work on the best resolution for you. Are you in a Next Gen speed area and not receiving the upgraded upload speeds? Or are you just getting slow upload speeds for your speed tier? 

@XfinityMarcos​ I am in the Huntsville, Alabama market. I have a Arris S33 modem. My plan is Download speed: up to 1000 Mbps, Upload speed: up to 100 Mbps. 

Thanks for letting us know. We can take a closer look into this and see what is going on. 

Please send us a direct chat message with your full name and complete service address to 
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Let me know if you have any questions.

Thank you for the direct message. To get started, may I have your full name and full service address?

There is no solution yet.  I am still stuck with 20Mbps upload till Comcast supports S33.

owlhuang go ahead and send us a direct message, so we can take a closer look at your address. We want to confirm your location is Next Gen eligible. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

Hey there @user_o2nkhv, I'm jealous of those new upload speeds, I can't wait until my area gets the upgrade. I can appreicate wanting to see them on your end, so I'd love a chance to work with you on these upload speeds. Using your own modem is also a really great way to save money, and I'm glad Xfinity gives that option to our customers, but only a select few modems are compatible with our upgraded speeds. The S33 isn't currenlty a device that is compatible, are you able to review the Compatible Device list and select the PDF link for compatible modems with our Next Gen speeds? 

Thanks for adding context. I did look into the compatible device list:

https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.11.22%20Full%20List%20of%20Compatible%20Devices.pdf

What's not clear to me is that the `Wired Upload Speed` is not listed for `Recommended Devices` section table.

| Model Number                  | Built-in WiFi | Voice Telephone enabled | DOCSIS    | Wired Download Speed |
|-------------------------------|---------------|--------------------------|-----------|-----------------------|
| ARRIS / Surfboard S33 (Recommended) | No            | No                       | DOCSIS 3.1 | Up to 2.33 Gbps       |

and what you mentioned as nextgen has the upload speed column:

| Next Gen Speed Tier | Model Number               | Built-in WiFi | Voice Telephone enabled | DOCSIS    | Wired Download Speed | Wired Upload Speed   |
|----------------------|----------------------------|---------------|--------------------------|-----------|-----------------------|-----------------------|
| Hitron Technologies   | CODA                       | No            | No                       | DOCSIS 3.1 | Up to 934 Mbps        | Up to 456 Mbps        |
| Hitron Technologies   | CODA56                     | No            | No                       | DOCSIS 3.1 | Up to 2.33 Gbps       | Up to 455 Mbps        |
| Netgear              | CM3000                     | No            | No                       | DOCSIS 3.1 | Up to 2.33 Gbps       | Up to 486 Mbps        |
| Netgear              | CBR750                     | Yes           | No                       | DOCSIS 3.1 | Up to 924 Mbps        | Up to 471 Mbps        |
| ARRIS / Surfboard     | G54                        | Yes           | No                       | DOCSIS 3.1 | Up to 2.34 Gbps       | Up to 474 Mbps        |

Since on hardware specs the G54 and S33 are both on DOCSIS3.1 and have identical channel#, I don't really see a difference from end user perspective.

It'd be cool if comcast can update this device list and explicitly adding a column to recommended devices that even hardware can support higher upload speed, it's not achievable on comcast for now. that may clarify the issue a lot.

See on ARRIS official website:

https://www.surfboard.com/products/wi-fi-cable-modems/g54/

32 downstream x 8 upstream DOCSIS 3.0 channels or 2 downstream x 2 upstream OFDM DOCSIS 3.1 channels

https://www.surfboard.com/products/cable-modems/s33/

32 downstream x 8 upstream DOCSIS 3.0 bonded channels 2 downstream x 2 upstream OFDM DOCSIS 3.1 channels

@user_o2nkhv, We're taking every step to ensure that customer owned modems will be fully capable to bring our Next Gen speeds to homes. The specific device does need to be listed as compatible regardless of the shared specs or abilities. I don't have a way to add your modem or make it compatible with the speeds. We are working to add more devices to the compatible list, so it's possible your modem is compatible in the future. Other than your Next Gen upload concern, did you have any other speed issues? 

nah thanks for confirming the issue. appreciate the positive forward looking attitude. 

Good evening @user_04etmj. We can check on our end to see if we can identify any issues that are preventing you from receiving the upload speeds. Please send our team a direct message with your full name and full address and we can get started.

To send a "Direct Message" ("Private") message:

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Hi, @user_4tbvzx. Thank you for reaching out on this post. Currently, the Arris S33 is not on the list of compatible devices to acquire the next-gen speeds. This link https://www.reddit.com/r/Comcast_Xfinity/wiki/knowledgebase/next-generation-internet/ covers all the updates we have so far. There you'll find a list of approved customer-owned devices. They include HitronTechnologies CODA, HitronTechnologies CODA56 , Netgear CM3000*, Netgear CBR750, CommScope G54. This list may grow as we add more devices. You can find a full list here as well. 

If the S33 is not a compatible device then why is it listed as THE recommended device???

The Arris S33 is recommended for the standard tier that will enable you to meet the requirements for your base plan. However, it's not listed for the Next Gen speed tier/speeds you wish to achieve. As you can see here https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.11.22%20Full%20List%20of%20Compatible%20Devices.pdf there are two sets listed. The devices are under the title "Next Gen Speed Tier" which is what you'll need for the faster upload speeds. @mao219 

@mao219​ that has to come from Xfinity.  Wishing they would just do it already….

Hello @user_tv8la9 and @mao219 ! We are in the process of rolling out our new upload speeds across the country as well as certifying devices to be able to use them. The Arris S33 is not currently certified. I don't have any news on if/when it will be, but we appreciate all the feedback!

We the consumers spent money because the product has XFINITY tm on it.

But XFINITY hasnt certified it?

Then XFINITY should not allow the trademark to be used by ARRIS if it has technical issues of "Certifying" 

But we as consumers purchased the S33(200.00usd)

We as consumers Rent your Gateway. (monthly fees of over 900 from me)

We as consumers spent hour(s) on the phone with XFINITY. That by the way as of 3/16/24 was clueless on why its getting 5mb upload speeds.

May i ask what is the "Certification" process consists of? 

@ToastedBeaver My team can help you troubleshoot if you're having issues with your upload speeds. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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