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user_0be873
1st Topic

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3 Messages

Wednesday, November 2nd, 2022 11:38 PM

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Issue with newly activated/provisioned Arris S33

I upgraded my Home modem from the Arris SB8200 to the Arris S33. On the Arris SB8200 I was getting between 800 and 900 mbps. I upgraded to the S33 in hopes to get closer to the full 1,200mbps I am paying for. The issue with the newly activated/provisioned Arris S33. After activation my download speeds dropped from the 800 to 900 mbps to 80-90mbps. I have a feeling the technicians provisioned it wrong. I tried to get them to switch the modem back to the SB8200 while I wait for a technician to come out, the connection was still at 80-90mbps after reactivating the old modem. This is all completely odd since everything was functioning normally before I had to Arris S33 provisioned to the account. What can be done?

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Updated 

2 years ago

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dutch55

Visitor

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6 Messages

2 years ago

I have an Arris S33 that was working fine, regularly testing up to 850 Mbps on 900 Mbps plan. Then I had two outages that rebooting fixed, so suspecting an intermittent problem with the S33, I reinstalled my old SB 6190.  I activated that via a phone call to Comcast, and the tech told me she saw a problem  on their end (no explanation).  The 6190 peaked at under 400 Mbps, about 200 Mbps below its prior performance. After several days, I reinstalled the S33, and it too was slow. I rebooted the S33 Modem, my router and my desktop PCs, and was immediately getting over 900Mbps. I was told that my plan had been upgraded from 900 Mbps to 1G.

In summary, try power cycling everything.

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user_0be873

Visitor

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3 Messages

@dutch55​ 

I did numerous times.

2 years ago

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user_0be873

Visitor

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3 Messages

Currently I am subscribed for the 1,200mbps plan. I was only getting between 800~900 with the old modem. After they switched me to the new modem, my download speeds dropped from the 800~900 to literally 80~90 mbps immediately after activation. They called for a technician to come out claiming it to be a power level issue, but I find that hard to believe when I was getting 800~900 before switching. There is something on their end they are not doing right. I am contemplating switching to a wireless service provider. Plenty of new 5G cellular networks in my area.

(edited)

2 years ago

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XfinityJeniece

Official Employee

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3K Messages

Hey there, thanks for reaching out through Xfinity Forums! I apologize you are having issues with your speeds. I work from home and know how important it is to have a solid internet connection. We would love to take a look at your connection on our end. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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 a reply as the Accepted Answer.tick

2 years ago

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