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twelvetosix
1st Topic

2 Messages

Thursday, October 26th, 2023 6:07 AM

Closed

Another S33v2 Random Restart Thread

I recently bought an Arris S33 (v2 if that matters) modem since I upgraded to 1 GB plan. Ever since I've received frequent reboots of the modem. I've had 2 techs come out. The first said there was something going on with the activation and was in and out in 5 minutes. Not surprisingly, this did nothing but cause me to get charged a fee for some reason (Isn't activation issues Comcast's fault???).  Had another tech come out and he actually tried to look at things. He said my numbers look good (I'll attach below) which I agree with. He noticed something with the existing line not being grounded so he did something with that also. He also mentioned that it says my modem can't handle my plan speeds, but this is incorrect according to Comcast's own list of supported modems. After he left I'm still having reboot issues. He offered to come back and run a new line, but I'm wondering if it is even worth it at this point or if I should just eat the cost of the modem and switch to Fios. 

Procedure Status Comment
Acquire Downstream Channel 651000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
41 Locked QAM256 651000000 Hz -6 dBmV 39 dB 0 0
13 Locked QAM256 477000000 Hz -3 dBmV 40 dB 0 0
14 Locked QAM256 483000000 Hz -3 dBmV 36 dB 0 0
15 Locked QAM256 489000000 Hz -3 dBmV 38 dB 0 0
16 Locked QAM256 495000000 Hz -3 dBmV 40 dB 0 0
17 Locked QAM256 507000000 Hz -3 dBmV 37 dB 0 0
18 Locked QAM256 513000000 Hz -3 dBmV 39 dB 0 0
19 Locked QAM256 519000000 Hz -3 dBmV 40 dB 0 0
20 Locked QAM256 525000000 Hz -3 dBmV 39 dB 0 0
21 Locked QAM256 531000000 Hz -3 dBmV 39 dB 0 0
22 Locked QAM256 537000000 Hz -3 dBmV 39 dB 0 0
23 Locked QAM256 543000000 Hz -3 dBmV 39 dB 0 0
24 Locked QAM256 549000000 Hz -4 dBmV 40 dB 0 0
25 Locked QAM256 555000000 Hz -4 dBmV 40 dB 0 0
26 Locked QAM256 561000000 Hz -4 dBmV 40 dB 0 0
27 Locked QAM256 567000000 Hz -4 dBmV 40 dB 0 0
28 Locked QAM256 573000000 Hz -4 dBmV 40 dB 0 0
29 Locked QAM256 579000000 Hz -3 dBmV 40 dB 0 0
30 Locked QAM256 585000000 Hz -3 dBmV 40 dB 0 0
31 Locked QAM256 591000000 Hz -3 dBmV 40 dB 0 0
32 Locked QAM256 597000000 Hz -3 dBmV 40 dB 0 0
33 Locked QAM256 603000000 Hz -3 dBmV 40 dB 0 0
34 Locked QAM256 609000000 Hz -4 dBmV 40 dB 0 0
35 Locked QAM256 615000000 Hz -4 dBmV 40 dB 0 0
36 Locked QAM256 621000000 Hz -5 dBmV 39 dB 0 0
37 Locked QAM256 627000000 Hz -6 dBmV 39 dB 0 0
38 Locked QAM256 633000000 Hz -6 dBmV 39 dB 0 0
39 Locked QAM256 639000000 Hz -6 dBmV 39 dB 0 0
40 Locked QAM256 645000000 Hz -6 dBmV 39 dB 0 0
42 Locked QAM256 657000000 Hz -6 dBmV 39 dB 0 0
43 Locked QAM256 663000000 Hz -6 dBmV 39 dB 0 0
44 Locked QAM256 669000000 Hz -6 dBmV 39 dB 0 0
159 Locked OFDM PLC 678000000 Hz -5 dBmV 39 dB 3654126 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
9 Locked SC-QAM 35600000 Hz 6400000 45.0 dBmV
10 Locked SC-QAM 29200000 Hz 6400000 43.5 dBmV
11 Locked SC-QAM 22800000 Hz 6400000 43.5 dBmV
12 Locked SC-QAM 16400000 Hz 6400000 44.0 dBmV
13 Locked SC-QAM 40400000 Hz 3200000 46.0 dBmV


Question

 • 

Updated 

2 years ago

123

1

0

XfinityRoberto

Official Employee

 • 

1.8K Messages

2 years ago

Hello and welcome to Comcast @twelvetosix. Thank you so much for reaching out to us about your recent modem reboots. You are in the right place and we would like to take a look at this for you. When the modem reboots, does it reboot really quick or does your Internet go out for a while? 

2

0

twelvetosix

2 Messages

It goes out for a few minutes. If I go and look at the modem, (by the time I get there) the lights indicate it is looking for upstream/downstream channels.

2 years ago

0

XfinityRyanE

Official Employee

 • 

1.1K Messages

@twelvetosix Thanks for the additional information on that, it definitely helps! 

In your original post you mentioned the tech said the modem might be having trouble meeting the speed requirements, but according to the list of supported modem's, it should be able to. I would like to dig more into this and see if we can find the exact cause. While a new line may help, the issue you are having can come from an overloaded modem, but we will need to run some test on our end to be sure. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems.

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2 years ago

0

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