CommScope ARRIS SURFboard SBV2402, User Manual

Page 1: ...SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 P N 365 095 33947 ...

Page 2: ... logo the Wi Fi CERTIFIED logo Wi Fi protected access WPA the Wi Fi Protected Setup logo and WMM are registered trademarks of Wi Fi Alliance Wi Fi Protected Setup Wi Fi Multimedia and WPA2 are trademarks of Wi Fi Alliance CommScope provides this guide without warranty of any kind implied or expressed including but not limited to the implied warranties of merchantability and fitness for a particula...

Page 3: ...the provided power and interface cables and install them properly Different types of cord sets may be used for connections to the main POWER supply circuit Use only a main line cord that complies with all applicable device safety requirements of the country of use Installation of this device must be in accordance with national wiring codes and conform to local regulations Operate this device only ...

Page 4: ...y other objects Keep the device away from excessive heat and humidity and keep the device free from vibration and dust Wipe the device with a clean dry cloth Never use cleaning fluid or similar chemicals Do not spray cleaners directly on the device or use forced air to remove dust For added protection unplug the device from the wall outlet and disconnect the cables to avoid damage to this device d...

Page 5: ...ions 1 This device may not cause harmful interference and 2 This device must accept any interference received including interference that may cause undesired operation CAUTION Any changes or modifications not expressly approved by CommScope for compliance could void the user s authority to operate the equipment FCC Declaration of Conformity CommScope Inc 3871 Lakefield Drive Suwanee GA 30024 decla...

Page 6: ...r the use of wireless equipment in a specific organization or environment you are encouraged to ask for authorization to use the device prior to turning on the equipment The manufacturer is not responsible for any radio or television interference caused by unauthorized modification of the devices included with this product or the substitution or attachment of connecting cables and equipment other ...

Page 7: ...l or commercial waste Contact your local authorities for information about practices established for your region If collection systems are not available call ARRIS Technical Support at 1 877 466 8646 for assistance SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 7 ...

Page 8: ...modem 20 Tools and materials 20 Location 21 Establish an Internet connection 21 Chapter 4 Using the telephony modem 22 Indicator lights for your cable modem 22 Wiring problems 22 Patterns normal operation 22 Patterns startup sequence 23 Chapter 5 Using the cable modem Web Manager 24 Web Manager menu links 24 View the network connection status 24 Status screen 24 HW FW versions screen 25 Event Log ...

Page 9: ...ccess the Internet 31 Cannot access the Internet Ethernet 32 Accessing Internet is slow 32 No dial tone when I pick up the phone 32 Chapter 7 Glossary 34 Warranty Information 37 SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 9 ...

Page 10: ...bout your cable modem Your cable modem is DOCSIS 3 0 compliant with the following features Speed much faster than dialup or ISDN service up to eight times faster than DOCSIS 2 0 cable modems Connectivity supports an Ethernet connection Flexibility provides two lines of telephone service as well as high speed data Compatibility Data services DOCSIS 3 0 compliant and backward compatible with DOCSIS ...

Page 11: ...odem They are not included in your box and must be purchased separately if needed Coaxial cable coax This is a round cable with a connector on each end It is the same kind of wire used to connect to your television for cable TV You can buy coax from any electronics retailer and many discount stores make sure it has connectors on both ends Be sure that the coax cable you choose has screw on connect...

Page 12: ... connect the RF splitter to the cable outlet and then connect your cable modem and TV to the splitter Note Using several splitters in a line may deteriorate the quality of your television display telephone and or Internet connection Wall mounting hardware optional If you want to wall mount your cable modem you will need to obtain two drywall anchors or wood screws System requirements High speed In...

Page 13: ... later UNIX Linux Contact information For technical support FAQs product documentation and additional ARRIS product information Visit the ARRIS Support website http www arris com selfhelp Call ARRIS Technical Support 1 877 466 8646 Chapter 1 Getting started SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 13 ...

Page 14: ...cted Blinking scanning for an Internet connection On solid Your cable modem is connected to the Internet Tel1 Blinking telephone line 1 is either off hook or a call is in progress On solid telephone service for line 1 is connected and activated on hook Tel2 Blinking telephone line 2 is either off hook or a call is in progress On solid telephone service for line 2 is connected and activated on hook...

Page 15: ...lephony modem configuration Resets the cable modem configuration back to the factory default settings 4 Insert the end of a small pointed non metallic object with a narrow tip into the Reset opening on the back of your cable modem 5 Press and hold the indented Reset button for 10 seconds or until the front panel LEDs flash 6 Remove the small object from the Reset opening Ethernet One gigabit Ether...

Page 16: ... your service provider or Contact information page 13 For easier access to the label check the last page in your Quick Start Guide To receive Internet service contact your service provider for assistance You may have to provide the following information listed on the telephony modem label Telephony modem model name SBV2402 Telephony modem MAC address HFC MAC Telephony modem serial number SN Chapte...

Page 17: ...referably near existing cable phone and electrical wall outlets If a cable outlet is not conveniently located check with your service provider to install one CAUTION Risk of equipment damage Connect your cable modem to your wiring junction box Incumbent telephone service must be physically disconnected at the outside interface box before making any connections Is an AC outlet available nearby For ...

Page 18: ...m Check with your service provider or local cable company to ensure broadband cable service is available in your area Note When contacting your service provider you may need your cable modem information listed on the telephony modem label on the bottom of your cable modem see Telephony modem label page 16 Check that you have all the items you need to install your cable modem see Additional items n...

Page 19: ...te If both LEDs continue to blink after you have connected the coaxial cable and power cord on your cable modem this indicates that a firmware upgrade is in progress The upgrade may take five to 10 minutes to complete and then your cable modem will reboot several times during the upgrade Please note that you do not have to monitor your cable modem during the upgrade When the Power US DS and Online...

Page 20: ...n your telephone 2 Connect the other end of the telephone cord to the Tel1 port on the rear of your cable modem 3 Optional Optional For a second telephone connect a telephone cord of a single line telephone to the Tel2 port on the rear of your cable modem Note For an alarm system connection with a single telephone line connect the Alarm panel to the Tel2 port If both telephone lines are providing ...

Page 21: ...o avoid long cable runs Establish an Internet connection 1 To check for Internet connectivity open a web browser Internet Explorer Google Chrome Firefox or Safari on your computer or laptop 2 Click www surfboard com or type a valid URL of your choice in the address bar and press Enter The ARRIS SURFboard website or your selected website should open If the website fails to open please call Comcast ...

Page 22: ...rted touching or there may be undesired voltage on the lines If this pattern persists for more than 10 seconds disconnect the telephone lines from your cable modem replace the telephone cable or contact a wiring technician for assistance Patterns normal operation The following table shows light patterns during normal operation Mode Power US DS Online Tel 1 Tel 2 AC power On On connected to the Int...

Page 23: ...ff Off No power to modem Flash Flash Flash Power on self test On Flash Off Retrieving telephone network information On Off Flash Retrieving telephone network information On Flash Flash Activating telephone service Cable modem startup sequence DS US Online Description Flash Off Downstream or upstream search On Flash Downstream and upstream found retrieving setup information from service provider On...

Page 24: ...1 Open a web browser such as Internet Explorer Google Chrome Firefox or Safari on the client device connected to your cable modem 2 Type 192 168 100 1 in the address bar and then press Enter to open the Web Manager status screen 3 Enter the default username admin and the default password password in the Login page and then press Apply 4 In the Login Settings screen change the password 5 After you ...

Page 25: ...ormation for the hardware and firmware of your cable modem This information also includes the serial number for your cable modem Chapter 5 Using the cable modem Web Manager SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 25 ...

Page 26: ...t have been detected by your telephony modem including the date and time of the event the event ID and the event level Chapter 5 Using the cable modem Web Manager SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 26 ...

Page 27: ...status of your telephony modem with regards to DOCSIS and telephony connections It also indicates the test state of the battery if present Chapter 5 Using the cable modem Web Manager SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 27 ...

Page 28: ...ble or disable the front panel LEDs There is also an option to enable or disable the energy efficient Ethernet Chapter 5 Using the cable modem Web Manager SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 28 ...

Page 29: ...s are case sensitive and that you can use any combination of the following letters numbers and special characters 3 Enter your new password again in the Repeat New Password field 4 Click Send Logout To logout 1 On your Web Manager page click Logout Once you logout you shall see option to login to your Web Manager page as shown below Chapter 5 Using the cable modem Web Manager SURFboard SBV2402 Int...

Page 30: ...Chapter 5 Using the cable modem Web Manager SURFboard SBV2402 Internet and Voice Cable Modem for Xfinity customers User Guide STANDARD Revision x 3 30 ...

Page 31: ...rent outlet If the outlet is controlled by a wall switch make sure the switch is on Finally check the fuse or circuit breaker panel Cannot access the Internet Cause The first time you power up your cable modem you may take up to 30 minutes to establish a connection especially if there are many people online Always leave your cable modem plugged into an AC power outlet and connected to the cable sy...

Page 32: ...Usage during peak hours may also affect the connection speed Also other communications on the LAN may slow down the connection No dial tone when I pick up the phone Cause For telephone service to be functional on your cable modem the service must have been purchased from your service provider and configured on your cable modem The following steps should help in identifying the source of the proble...

Page 33: ...rking phone If a known working phone is used and you still do not have a dial tone try a different phone cable If a new phone and cable do not restore the dial tone call your service provider for assistance 5 Is the SBV2402 plugged into a wall outlet If so unplug the phone connector at the back of your cable modem and plug in a known working phone If you now have dial tone the problem is with the ...

Page 34: ...s the need for a cross over cable DHCP Dynamic Host Configuration Protocol An IP protocol used to provide an IP address and location of services such as DNS and TFTP needed by a device connecting to the network DHCP allows the service provider to configure your computer s networking software for you DNS Domain Name Service Server An IP service that associates a domain name such as www example com ...

Page 35: ... to identify your computer to other systems on the Internet ISDN Integrated Services Digital Network A digital telephony standard that provides communication speeds about twice as fast as standard dialup LAN Local Area Network A network that allows computers in a single location such as a building to communicate with one another LED Light Emitting Diode A semi conductor diode that emits light when...

Page 36: ...he cable outlet that you want to use for your telephony modem You can buy a splitter from any electronics retailer and most discount stores Switched outlet A power outlet that may be turned on and off using a wall switch Usually intended for lamps Avoid plugging your computer or telephony modem into a switched outlet to avoid disruptions TCP IP Transmission Control Protocol Internet Protocol The p...

Page 37: ...y from ARRIS or from a ARRIS authorized retail reseller ARRIS does not warrant this Product to you the end user A limited warranty for this Product including Software may have been provided to your cable operator or Internet Service Provider Service Provider from whom you obtained the Product Please contact your Service Provider if you experience problems with this Product General Information The ...

Page 38: ...ontract or tort IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT INDIRECT GENERAL SPECIAL INCIDENTAL CONSEQUENTIAL EXEMPLARY OR OTHER DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS OR FROM ANY BREACH OF WARRANTY EVEN IF AR...

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Page 40: ...Corporate Headquarters CommScope Hickory North Carolina 28602 USA T 1 828 324 2200 www commscope com ...