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user_bcb9db
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Thursday, February 8th, 2024 11:11 PM

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S33V2 intermittent dropouts + terrible customer support

I just purchased and installed an Arris S33v2 modem used with a TP Link Deco mesh router system. The modem is experiencing intermittent dropouts/restarts. Troubleshooting via Arris I've identified a problem as the upload bonded power. The range should be 45-51dBMV. 

My actual measurements are below. You'll see in the bottom table in red font the actuals (34-36). 

Can you increase the dBmV to get it into the right range? Having a hell of a time getting someone on chat or phone who can help or even get me to the right place. I had even been on hold w/ Xfinity as they were going to transfer me to Advanced Tech (Tier 2/3) and I ended up on a call somehow with Arris customer support!

Startup Procedure
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
44 Locked QAM256 651000000 Hz 4 dBmV 39 dB 0 0
17 Locked QAM256 483000000 Hz 2 dBmV 39 dB 0 0
18 Locked QAM256 489000000 Hz 2 dBmV 39 dB 0 0
19 Locked QAM256 495000000 Hz 2 dBmV 39 dB 0 0
20 Locked QAM256 507000000 Hz 2 dBmV 39 dB 0 0
21 Locked QAM256 513000000 Hz 2 dBmV 39 dB 0 0
22 Locked QAM256 519000000 Hz 3 dBmV 39 dB 0 0
23 Locked QAM256 525000000 Hz 3 dBmV 39 dB 0 0
24 Locked QAM256 531000000 Hz 3 dBmV 39 dB 0 0
25 Locked QAM256 537000000 Hz 2 dBmV 39 dB 0 0
26 Locked QAM256 543000000 Hz 3 dBmV 39 dB 0 0
27 Locked QAM256 549000000 Hz 3 dBmV 39 dB 0 0
28 Locked QAM256 555000000 Hz 3 dBmV 38 dB 0 0
29 Locked QAM256 561000000 Hz 3 dBmV 38 dB 0 0
30 Locked QAM256 567000000 Hz 3 dBmV 39 dB 0 0
31 Locked QAM256 573000000 Hz 4 dBmV 39 dB 0 0
32 Locked QAM256 579000000 Hz 3 dBmV 39 dB 0 0
33 Locked QAM256 585000000 Hz 3 dBmV 36 dB 0 0
34 Locked QAM256 591000000 Hz 3 dBmV 38 dB 0 0
35 Locked QAM256 597000000 Hz 4 dBmV 39 dB 0 0
36 Locked QAM256 603000000 Hz 3 dBmV 39 dB 0 0
37 Locked QAM256 609000000 Hz 3 dBmV 39 dB 0 0
38 Locked QAM256 615000000 Hz 3 dBmV 39 dB 0 0
39 Locked QAM256 621000000 Hz 4 dBmV 39 dB 0 0
40 Locked QAM256 627000000 Hz 4 dBmV 39 dB 0 0
41 Locked QAM256 633000000 Hz 3 dBmV 39 dB 0 0
42 Locked QAM256 639000000 Hz 3 dBmV 39 dB 0 0
43 Locked QAM256 645000000 Hz 4 dBmV 39 dB 0 0
45 Locked QAM256 657000000 Hz 3 dBmV 39 dB 0 0
46 Locked QAM256 663000000 Hz 3 dBmV 39 dB 0 0
47 Locked QAM256 669000000 Hz 4 dBmV 39 dB 0 0
48 Locked OFDM PLC 850000000 Hz -3 dBmV 37 dB 17383975 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
6 Locked SC-QAM 10400000 Hz 3200000 36.3 dBmV
7 Locked SC-QAM 16400000 Hz 6400000 36.0 dBmV
8 Locked SC-QAM 22800000 Hz 6400000 35.3 dBmV
9 Locked SC-QAM 29200000 Hz 6400000 35.0 dBmV
10 Locked SC-QAM 35600000 Hz 6400000 34.8 dBmV
12 Locked SC-QAM 40400000 Hz 3200000 35.8 dBmV



Current System Time:Thu Feb 8 14:45:05 2024

Question

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Updated 

9 months ago

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XfinityShawn

Official Employee

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1.1K Messages

10 months ago

@user_bcb9db Our team can try sending new signals to your modem to see if that will help it improve. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
 

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user_bcb9db

Visitor

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4 Messages

Ok done as you’ve asked. 

10 months ago

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BruceW

Gold Problem Solver

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26K Messages

10 months ago

... The range should be 45-51dBMV ...

Arris began saying that upstream power should be "at least 45 dBmV" several years ago. I don't know why, because it's complete nonsense.

The upstream power levels are controlled automatically and continuously by Comcast's equipment and do not need to be above 45 dBmV. That's because, as long as upstream power is not maxed out, what's important is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast.

In fact, many customers have service that works perfectly fine with upstream modem power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV. Comcast's signal level ranges are given in https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9. If Arris' products did not work in those ranges, CableLabs and Comcast would never approve the devices.

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...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_bcb9db

Visitor

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4 Messages

I’ve seen this reply in many posts saying this. What is the problem then and the solution if not what arris says? What  I haven’t seen anywhere is a solution. 

10 months ago

0

BruceW

Gold Problem Solver

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26K Messages

10 months ago

Return path attenuators don't seem to be very common, but if you wanted to try what Arris suggests you could pick up a 12 db device like the one shown on https://www.tonercable.com/product/rpa42-return-path-attenuator-3-6-9-12-15-db-values. Inserting that in the coax line to the modem should raise your return level from 35 to 47 dBmV without changing the downstream levels.

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...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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EG

Expert

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107.1K Messages

10 months ago

That will just make the power level look prettier (what Arris wants....) as read by the modem. It won't change the actual power level received at the CMTS. And it won't be effective if your system has been upgraded for the next-gen speeds (mid-split).

(edited)

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user_bcb9db

Visitor

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4 Messages

9 months ago

Xfinity support couldn't assist. Giving up and returning the modem. Will also give up Xfinity once we get fiber into our area. Frustrating. 

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XfinityJeniece

Official Employee

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2.4K Messages

Hey there, @user_bcb9db, thanks for reaching back out! We would be happy to help you with troubleshooting your connection. We definitely do not want to lose you as a customer. If you can please send us a Direct Message with your full name and your full address?

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (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.

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9 months ago

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