re-provision my 3rd party modem

I recently installed an Arris S33V3 cable modem, and successfully connected my Google Nest router and 2 points. Then I made the mistake of running Xfinity troubleshooting (under the speed test link) to try to boost the speed. It restarted my modem and factory reset my Google Nest router. Ever since, I haven't been able to set up my wifi again. Google tells me the modem needs to be re-provisioned to be able to connect to their 3rd party router -- the modem has some kind of firewall that isn't allowing the Nest to access the internet. Can you please help me? Thanks!

Responses

BruceW

Gold Problem Solver

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26.2K Messages

6 days ago

... Arris S33V3 cable modem ... Xfinity troubleshooting ... factory reset my Google Nest router ... haven't been able to set up my wifi again ... modem needs to be re-provisioned ... modem has some kind of firewall ...

There are several inaccuracies here. Straight cable modems like the S33 do not have a firewall, Comcast/Xfinity cannot factory reset a 3rd party router, and modems do not require re-provisioning to work with one.

What problem to you encounter when you try to set up your Wifi? Have you power-cycled the modem after connecting it to the router? This must always be done whenever your change the device directly connected to a straight cable modem.

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user_2qwpgh

5 Messages

Thanks, Bruce. I have power cycled the modem and router more times than I can count. It will then connect the router to a setup network, but says that it's not connected to the internet. Not sure what steps to take next.

6 days ago

XfinityMarcos

Official Employee

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2.1K Messages

Hi user_2qwpgh, thank you for working with our awesome community and creating this post. Is your modem still showing as active when you log into the Xfinity app? To confirm, when you installed your S33V3, did you follow these steps to Activate?

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5 days ago

user_2qwpgh

5 Messages

Hi - yes, I did activate. Finally got it working when I removed an ethernet connection to our desktop - which apparently has a bad adapter that was causing havoc. I'll get that replaced, but can use wifi in the meantime. Thanks.

19 hours ago

BruceW

Gold Problem Solver

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26.2K Messages

6 days ago

Could you describe what "It will then connect the router to a setup network" means? What is a "setup network"?

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user_2qwpgh

5 Messages

During the router installation, it wasn't finding my named network, but instead something called setup5430.ybd -- probably something built into the Google Nest router -- it could connect to that, but no internet connection. But I finally figured it out -- or at least I've got everything up and running again. I think there is a bad ethernet adapter on our desktop which was also connected to our modem. Once I disconnected that, the install went well. I do like to connect the desktop via ethernet as a more reliable connection to the modem, but I can use the wireless connection until I can get that fixed. Thanks for your help!

19 hours ago

diozqwin

5 Messages

4 days ago

Thats a tough one, it doesn't make a whole lot of sense that the router would be factory reset, I guess it could be the router is not set to get its IP address via DHCP on the WAN, I'd suggest you find a friend to borrow you a spare router to test if a different router can get internet, or I bet you can find a cheap one for the test, it would be too complicated to use a computer directly.

If you buy a spare router for the test, you can use it as an ethernet switch for wired cables after, just don't plug in a cable to the WAN port and turn off the wireless

user_2qwpgh

5 Messages

Thanks for your reply. I finally got everything up and running again. I think there is a bad ethernet adapter on our desktop which was also connected to our modem. I disconnected the ethernet cable, and the install worked correctly. Later I can replace the ethernet adapter, but I can use the wireless connection in the meantime.

19 hours ago

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user_2qwpgh

re-provision my 3rd party modem

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BruceW

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user_2qwpgh

XfinityMarcos

user_2qwpgh

BruceW

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user_2qwpgh

diozqwin

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