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user_nlmzml
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Visitor

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3 Messages

Saturday, May 10th, 2025 9:29 PM

Arris S33 Errors, Power, Firmware

Hi all, I’m dealing with persistent internet issues with my Arris Surfboard S33 modem and it’s been frustrating. I have Google Nest Mesh that seems to be working except when needing to reboot modem & router - it doesn't always connect to the modem without multiple tries.  Internet is mostly working with good speeds, but I'm seeing increasing dropouts.  Xfinity’s technician blamed my modem and router since signal levels and connections were apparently fine inside and out, but I’ve got detailed logs showing serious problems, and I’d appreciate advice on next steps.
Modem Issues (from logs):
  • Corrected Errors: Skyrocketing, from 14.8M to 24.8M in ~3 hours, suggesting severe line noise.
  • Uncorrectable Errors: Stuck at 126 across logs, indicating data loss causing dropouts/latency.
  • Upstream Power: 44.8–45.8 dBmV, high (with 0.2–0.3 dBmV increases), showing modem strain.
  • Firmware Bug: Corrupted metrics (“2 eBrw 44 eB”) and empty event logs due to Xfinity’s “SW Upgrade Failed - Server not found” error. Past logs showed “SYNC Timing Synchronization failure”.
Are 24.8M corrected errors and 126 uncorrectable typical, or is this Xfinity’s line noise? How do I push Xfinity to fix their lines/server and update the modem software? Should I demand a senior technician or firmware fix? Logs available if needed. Thanks for any help—this is driving me nuts!

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Updated 

11 days ago

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XfinityJeniece

Official Employee

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3.1K Messages

12 days ago

Hey there, user_nlmzml, thanks for reaching out through Xfinity Forums regarding your internet connection issues. We want to ensure that your connection is working properly. I know you mentioned you had a tech out. Have you tried any other troubleshooting steps? Was anything replaced during the tech visit?

 

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user_nlmzml

Visitor

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3 Messages

Thank you for the reply.  The connection has improved but I'm still having dropouts and I think I've exhausted all the troubleshooting steps: reboots, re-provisions, connections confirmed, etc..  I've now had 3 techs out in the last ten days including a Tier 3 technician today.  They all say everything looks fine on their end and mine.  I'm beginning to wonder if this is a push to get me to rent an Xfi Gateway since that was suggested as an option.  Also, it looks like a $100 tech visit fee was applied (without disclosing that to me) making this an even more frustrating experience.  Doesn't seem fair with no issue found.  I've been a loyal customer for decades, but not sure if I want to continue with Xfinity after this...

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12 days ago

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XfinityJohnG

Official Employee

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1.7K Messages

@user_nlmzml We can look further into those issues and any charges that were not disclosed from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" 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

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

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12 days ago

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user_nlmzml

Visitor

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3 Messages

Direct message sent, thank you.

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11 days ago

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XfinityKassie

Official Employee

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1.7K Messages

user_nlmzml I have received your DM, and look forward to working with you today! 
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

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11 days ago

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