Regular Visitor
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8 Messages
Arris S33 suddenly getting "DOCSIS Network Access: Denied / Security:Failed"
Internet has been slow last couple days, today I rebooted my Arris S33, and now it will not connect. nothing has changed on my network recently.
Called support and other than asking me to reboot it (again) they just scheduled an appointment a few days out which is...frustrating.
On the modem status page:
| Procedure | Status | Comment |
| Acquire Downstream Channel | 621000000 Hz | Locked |
| Connectivity State | In Progress | Upstream Parameters Acquired |
| Boot State | In Progress | Upstream Parameters Acquired |
| Configuration File | In Progress | |
| Security | Failed | BPI+ |
| DOCSIS Network Access Enabled | Denied |
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 28 | Locked | QAM256 | 621000000 Hz | 4 dBmV | 45 dB | 0 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 1 | Not Locked | SC-QAM | 36500000 Hz | 6400000 | 56.5 dBmV | |
This reads to me that the modem is unable to connect to the docsis network for...well some reason. Any further troubleshooting I can do on my end or provide Xfinity with to get this resolved? New modem?
BruceW
Gold Problem Solver
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26.4K Messages
3 years ago
Out-of-spec high upstream power levels or "Not Locked" status like this are most often due to poor coax connections or damaged coax cable, usually in or near your home. If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem be sure to keep your service appointment and make sure the premise tech identifies the cause and corrects it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post (by scrolling down to "Comment on this post here...") the author of the post you are Commenting on is notified of your response. But if you Reply, the author of the post you are Replying to is NOT notified and may not be aware of your response.
ETA: "Not Locked" (Thanks @EG!)
(edited)
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EG
Expert
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110.4K Messages
3 years ago
FWIW. That upstream channel is not locked in so the accuracy of the power level figure is questionable.
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Brentless
Visitor
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1 Message
2 years ago
Curious if you got resolution on this, i've run into the exact same problem with the exact same parameters in the configuration screen. Have to wait 3 or 4 days for a tech to come out (urgh....), so hoping maybe something I can look at to speed things up.
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EG
Expert
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110.4K Messages
2 years ago
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.
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