Arris S33 Cable Modem - Intermittent Xfinity Internet Service, Then None at All

We've got (allegedly) 2Gb service to our home here in Northern California.

We own an Arris S33 cable modem, which supports up to a 2.5Gb connection speed.
It's connected to an eero PoE Gateway and a 3-node eero Pro mesh network. It's worked great for us for most of the last 7 years here.

Unfortunately, we've been having worse and worse internet service since the beginning of September.

Timeline:

Around 9/8/2026: We started noticing occasional service dropouts and very slow upload speeds.
9/18/2026: our internet went out for several hours.
9/19/2026-9/20/2026: Intermittent service dropouts, some lasting hours.
9/21/2026: Internet completely out.
9/22/2026: 3rd Party Subcontractor technician visited. He removed a double set of line filters on our cable line at connection point on the pole. This restored our internet function partially. Download speeds became reasonable, but uploads speeds were abysmal, ranging between 1Mbps and 0.5Mbps.
9/24/2026 9:30AM: Our internet service went out entirely, again. This coincided with an unscheduled unexpected Xfinity lift truck visit. I noticed the Xfinity lift truck parked under the telephone pole where our cable line originates. By the time I made it outside, the truck had driven off. The fact that an unscheduled service truck showed up right before our internet went down AGAIN is immensely irritating.

I work from home in a customer support capacity, so having no internet at home is absolutely unacceptable.

Anybody else have troubles like this?
If so, how did you it get resolved?

We've got another service tech appointment tomorrow. Hopefully they'll fix the problem, whatever it is.

My confidence in Xfinity is at an all time low, and I wish I had another option for high speed data in this area.

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XfinityDuron

Official Employee

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1.2K Messages

26 days ago

I do hate to hear about your connection issues. Did you have luck with your service tech, or do you still need assistance at this time?

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user_t991001

Visitor

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3 Messages

Unfortunately, there is an electrical problem with our home. It appears that between 13-18VAC electrical voltage is leaking onto our home's ground wire, which is bonded to the ground block at the coaxial cable entry. Due to this, the coaxial cable's shield is also being energized by this voltage, and that was traveling up the line to the Xfinity distribution infrastructure and wreaking havoc with our neighbors' cable tv and cable internet.

The Xfinity technician let us know about this, and told us our line will be blocked by filters until we get the electrical issue sorted out.

So until we get this substantial electrical issue sorted, we not getting the internet service we have paid for.

Once the voltage leaking onto ground is sorted out by an electrician, what is the best path to take to get the filters removed by Xfinity?

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21 days ago

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XfinitySean

Official Employee

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1.1K Messages

Thanks for the update, user_t991001! Once the electrical issues are resolved, you can reach right back out to us here on the community forums to have a technician scheduled to remove anything we have blocking the signal, and we'll be able to review the account and provide a credit time the service was not working.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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19 days ago

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user_t991001

Visitor

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3 Messages

@XfinitySean - We had electricians out to our house this week, and they completely replaced the sub-panel feeding our first floor, and the main supply wiring feeding the panel. The old one had failing insulation and was leaking voltage onto ground, which was bonded to the coax shield for our Xfinity internet at the service entry.

The electrical work resolved the grounding issue in our house, and we hope that it also resolved the problem with our cable feed.

We've been without internet service completely since 9/24/2026, and are eager to have it again.

We would like to get an official Xfinity technician (and not a 3rd party contractor) out to check on our coax line, and to hopefully re-connect our internet ASAP.

(edited)

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14 days ago

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XfinityLinda

Official Employee

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2.9K Messages

@user_t991001 We're happy to hear your electrical panel was repaired. We'll gladly get a technician out to your home to remove the filter and check your cabling to ensure your service is back up. Please send us a Direct Message with your name and address. We look forward to hearing from you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (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.

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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.
Was your question answered? Please mark as Best Answer. tick

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12 days ago

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Your Home Network

user_t991001

Arris S33 Cable Modem - Intermittent Xfinity Internet Service, Then None at All

XfinityDuron

user_t991001

XfinitySean

user_t991001

XfinityLinda

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