ARRIS SURFboard S33-RB DOCSIS 3.1 Cable Modem User Manual

1. Introduction

The ARRIS SURFboard S33-RB is a high-performance DOCSIS 3.1 cable modem designed to deliver multi-Gigabit internet speeds to your home network. It features a 2.5 Gbps Ethernet port and an additional 1 Gbps Ethernet port, supporting combined download speeds up to 3.5 Gbps. This modem is engineered to provide fast and reliable internet connectivity, making it suitable for demanding online activities such as 4K video streaming, online gaming, and large file downloads.

This manual provides essential information for setting up, operating, maintaining, and troubleshooting your SURFboard S33-RB cable modem.

Figure 1: ARRIS SURFboard S33-RB Cable Modem (Front View)

1.1 Key Features

• DOCSIS 3.1 Technology: Provides faster speeds and improved network efficiency compared to DOCSIS 3.0.
• Multi-Gigabit Ethernet Ports: Includes one 2.5 Gbps Ethernet port and one 1 Gbps Ethernet port for high-speed wired connections.
• Broad Compatibility: Approved for use with major U.S. cable internet providers such as Cox, Spectrum, and Xfinity.
• Cost Savings: Eliminates monthly modem rental fees from your internet service provider.

Figure 2: Key Compatibility and Features of the S33 Modem

Note: The SURFboard S33 is a cable modem only and does not include Wi-Fi capabilities. It also does not support cable digital voice services. A separate Wi-Fi router is required for wireless networking.

2. Setup Guide

2.1 What's in the Box

Upon opening the package, verify that all components are present:

• ARRIS SURFboard S33-RB DOCSIS 3.1 Cable Modem
• Power Adapter
• Ethernet Cable

Figure 3: ARRIS SURFboard S33-RB Packaging Contents

2.2 Physical Connection

Follow these steps to connect your SURFboard S33-RB modem:

1. Disconnect Old Equipment: Unplug and remove any existing modem or gateway from your cable outlet.
2. Connect Coaxial Cable: Connect one end of a coaxial cable (not included, typically provided by your ISP) to the Cable In port on the back of the S33 modem. Connect the other end to a cable wall outlet. Ensure the connection is finger-tight.
3. Connect Ethernet Cable: Connect one end of the provided Ethernet cable to the 2.5 GE (Gigabit Ethernet) port on the back of the S33 modem. Connect the other end to the WAN/Internet port of your Wi-Fi router. If you are connecting directly to a computer, use the 1 GE port.
4. Connect Power Adapter: Plug the power adapter into the Power port on the back of the S33 modem, then plug the other end into an electrical outlet.
5. Power On: The modem will automatically power on. Wait for the indicator lights on the front of the modem to stabilize. This may take several minutes.

Figure 4: Rear Ports of the ARRIS SURFboard S33-RB

2.3 Modem Activation

After physical connection, you need to activate the modem with your Internet Service Provider (ISP). Most ISPs offer self-activation options:

• Using the SURFboard Central App: Download the SURFboard Central App on your smartphone or tablet. Follow the in-app instructions to activate your modem. This is often the simplest method.
• ISP's Self-Activation Portal: Open a web browser on a device connected to your router (or directly to the modem if no router is present). You may be redirected to your ISP's activation page. Follow the on-screen prompts. You will typically need your account information and the modem's MAC address (found on a sticker on the modem).
• Contacting ISP Customer Support: If self-activation fails, contact your ISP's customer support. Provide them with the modem's MAC address and serial number.

Once activated, the online indicator light on the modem should turn solid blue or green, indicating a successful internet connection.

3. Operation

3.1 Understanding LED Indicators

The SURFboard S33-RB modem has LED indicators on the front that provide status information:

Note: The exact behavior and color of the lights may vary slightly. Refer to the official ARRIS support documentation for the most precise details.

4. Maintenance

4.1 General Care

• Keep the modem in a well-ventilated area to prevent overheating.
• Avoid placing the modem near heat sources or in direct sunlight.
• Clean the exterior of the modem with a soft, dry cloth. Do not use liquid cleaners or aerosols.
• Ensure all cables are securely connected.

4.2 Restarting the Modem

Periodically restarting your modem can help resolve minor connectivity issues and improve performance. To restart:

1. Unplug the power adapter from the back of the modem.
2. Wait for at least 10-15 seconds.
3. Plug the power adapter back into the modem.
4. Allow several minutes for the modem to re-establish its connection and for the indicator lights to stabilize.

4.3 Firmware Updates

Firmware updates for your SURFboard S33-RB modem are typically managed and pushed by your Internet Service Provider (ISP). You do not need to manually update the firmware. Ensure your modem remains powered on and connected to the internet to receive these updates.

5. Troubleshooting

If you experience issues with your internet connection, try the following troubleshooting steps:

5.1 No Internet Connection

• Check Cables: Ensure all coaxial and Ethernet cables are securely connected to the modem, wall outlet, and router/computer.
• Check Power: Verify the modem's power adapter is plugged into a working electrical outlet and the modem is powered on.
• Check Indicator Lights: Refer to the "Understanding LED Indicators" section (3.1). If the Online light is off or flashing, the modem is not connected to your ISP's network.
• Restart Modem: Perform a power cycle (unplug, wait 10-15 seconds, plug back in) as described in section 4.2.
• ISP Outage: Check with your ISP for any reported service outages in your area.

5.2 Slow Internet Speeds

• Restart Modem and Router: Power cycle both your modem and your Wi-Fi router.
• Test Wired Connection: Connect a computer directly to the modem's 2.5 GE or 1 GE port with an Ethernet cable and test speeds. This helps determine if the issue is with the modem or your router/Wi-Fi.
• ISP Plan: Confirm your internet speed plan with your ISP. The S33 supports speeds up to 2.5 Gbps, but your actual speed is limited by your service plan.
• Network Congestion: If multiple devices are using the internet heavily, it can impact speeds.

Figure 5: S33 Speed Compatibility with Major ISPs

5.3 Specific ISP Considerations (e.g., Xfinity Upload Speeds)

Some ISPs may have specific policies regarding modem compatibility and features. For example, with Xfinity, certain third-party modems, including the S33, may not support their "mid-split" technology for higher upload speeds, even if the modem technically supports it. This is due to ISP certification requirements. If high upload speeds are critical for your Xfinity service, verify compatibility directly with Xfinity or consider their recommended modem options.

5.4 When to Contact Support

If you have followed the troubleshooting steps and are still experiencing issues, contact your Internet Service Provider (ISP) first, as they manage your internet service and modem activation. If the ISP determines the issue is with the modem hardware, you may then contact ARRIS support.

6. Specifications

Figure 6: Extensive List of Compatible Service Providers

7. Warranty & Support

7.1 Product Warranty

This ARRIS SURFboard S33-RB modem is a renewed product and typically comes with a 2-year warranty from the original manufacturer or reseller. Please refer to the specific warranty terms provided at the time of purchase for full details regarding coverage and claims. Additionally, renewed products often include a return policy, such as a 90-day refund/replacement period from the seller.

7.2 Technical Support

For technical assistance with your ARRIS SURFboard S33-RB modem, it is recommended to first contact your Internet Service Provider (ISP) for connectivity and activation issues. If the issue is determined to be hardware-related, you can contact ARRIS Technical Support.

• ARRIS Technical Support: 1-877-466-8646
• Online Resources: Visit the official ARRIS SURFboard website for FAQs, support articles, and additional resources.

When contacting support, have your modem's model number (S33), serial number, and MAC address readily available.