Arris SURFboard SBV3202 User Manual
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Arris SURFboard SBV3202 User Manual

Docsis 3.0 telephony modem for xfinity customers
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SURFboard® SBV3202
DOCSIS® 3.0 Telephony Modem
for Xfinity® Customers
User Guide
November 2018
P/N 365-095-32810 x.2

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Summary of Contents for Arris SURFboard SBV3202

  • Page 1 SURFboard® SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide November 2018 P/N 365-095-32810 x.2...
  • Page 2 ARRIS 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 particular purpose. ARRIS may make improvements or changes in the product(s) described in this manual at any time.

  • Page 3: Table Of Contents

    Table of Contents Safety requirements ....................5 FCC Part 15 ........................6 RF exposure ....................... 7 Caring for the environment by recycling your ARRIS equipment ........7 Product overview ...................... 8 Get support ........................8 Getting started ......................9 About your new SBV3202 ....................9 What’s in the box .......................
  • Page 4 I don't have a dial tone when I pick up the phone ............36 Contact ARRIS consumer support ..................37 Warranty Information ..................... 38 Glossary ........................40 PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 5: Safety Requirements

    Safety requirements Read all safety and regulatory information before installing your telephony modem and setting up your home network connection. This ARRIS Telephony Modem complies with the applicable requirements for performance, construction, labeling, and information when used as outlined below:...

  • Page 6: Fcc Part 15

    Connect the equipment into an outlet on a circuit different from that to which the  receiver is connected. Consult the dealer or an experienced radio/TV technician for help.  PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 7: Rf Exposure

    Please do not dispose of this product or any included electronic accessories, i.e., power supply or battery, with your residential or commercial waste. ARRIS devices may be disposed of through the ARRIS Product Recycling program, further described at www.arris.com/corporateresponsibility. You may also contact your local community authorities for information regarding where you may dispose of your ARRIS devices.

  • Page 8: Product Overview

    The SBV3202 provides an Ethernet connection for use with either a single computer or home/office Local Area Network (LAN). In addition, the SBV3202 provides for up to two separate lines of telephone service. Get support For technical support, FAQs, product documentation, and additional ARRIS product information: Visit the ARRIS Support website: www.arris.com/selfhelp ...

  • Page 9: Getting Started

    Chapter 3 Getting started About your new SBV3202 The SURFboard SBV3202 Telephony 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.

  • Page 10: Set Up Service

    You will need the following information to activate your account: SBV3202 serial number (see the telephony modem label affixed on the bottom of the  SBV3202) PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 11: System Requirements

    • Linux About this manual This manual covers the ARRIS SURFboard SBV3202 Telephony Modem. The model number is on the label affixed to the bottom of the SBV3202. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide...

  • Page 12: What About Security

    Ethernet is a standard method of connecting two or more computers into a Local Area Network (LAN). You can use the Ethernet connection if your computer has built-in Ethernet hardware. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 13 Ethernet connection from the SBV3202 connected to the WAN input on the router), ask for Category 5e (CAT5e) straight-through cable. CAT5e cable is required for gigabit Ethernet (Gig-E), not regular CAT5 cable. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 14: Battery Installation And Removal

    It has a strap between the battery guides. It may be light gray or black. Extended Backup Battery Refer to Extended Battery Installation and Replacement (page 17). PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 15: Basic Battery Installation And Replacement

    Improperly inserting the battery may damage the battery connector in the SBV3202. Carefully follow the instructions in the next step to avoid damage. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 16 Rotate the door toward the unit until the latch snaps back into place. 1 - Battery Compartment 2 - Hinge Tabs 3 - Receiver Slots PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 17: Extended Battery Installation And Replacement

    3. Hold the battery pack so that the guides on the battery align with the slots on the SBV3202 and slide the battery into the bay. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 18 Rotate the door toward the front of the SBV3202 until the latch snaps back into place. 1 - Battery Compartment 2 - Hinge Tabs 3 - Receiver Slots PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 19: Maximum Battery Installation And Replacement

    Note: You may need to push down gently on the front of the SBV3202 to latch the battery into place. The SBV3202 will not begin operating until you apply AC power. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 20: Battery Usage And Storage Conditions

    Do not store the battery separately from the SBV3202 for any prolonged period of time.  Battery disposal guidelines To ensure compliance with current and future rechargeable battery take-back laws, ARRIS has joined Call2Recycle, a collection program for rechargeable batteries throughout North America. US and Canadian customers should visit www.call2recycle.org...

  • Page 21: Getting Battery Status

    You may have to manually adjust your computer's IP address, for example, 192.168.100.6 to access the HSD pages. 2. Click the CM State link below the ARRIS banner. 3. Scroll down, if necessary, to see the Power Supply Telemetry and Battery Test State information at the bottom of the page.

  • Page 22: Install And Connect Your Telephony Modem

     US/DS: indicates upstream and downstream connectivity.  Power: indicates whether AC power is available to the unit.  PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 23: Rear Panel

    If you want to install the Telephony Modem on a desktop, is there enough space on  either side to keep the vents clear? Blocking the vents may cause overheating. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 24: Mount The Telephony Modem

    1. Position the mounting template on the surface where you intend to mount the SBV3202 and secure in place with transparent tape. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 25 4. Slip both mounting slots in the back of the SBV3202 over the screws, then slide the case down until the narrow end of the keyhole slot contacts the screw shaft. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 26: Desktop Mounting Instructions

    Failure to do so may result in loss of service and/or permanent damage to the SBV3202. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 27 5. Connect one end of the telephone cable to the telephone port on the back of the SBV3202. 6. Connect the other end of the telephone cable to the telephone. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 28: Using The Telephony Modem

    SBV3202, replace the telephone cable, or contact a wiring technician for assistance. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 29: Patterns: Normal Operation

    Both are outlined below. Telephony startup sequence Power, US/DS, Telephone 1 Telephone 2 Description Online No power to modem PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 30: Using The Reset Button

    To start the SBV3202 from its battery, follow these steps: 1. If a battery is already installed in the SBV3202, remove it. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 31: Using The Telephony Modem Web Manager

    SBV3202 Web Manager screen. Click on the main menu link to view any of the other available screens. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 32: Status Screen

    The HW/FW Versions screen includes release and model information for the SBV3202 hardware and firmware. This information includes the serial number for your SBV3202. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 33: Event Log Screen

    The Event Log screen includes a list of events that have been detected by your SBV3202, including the date and time of the event, the event ID, and the event level. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 34: Registration Status (Cm State)

    The Registration Status screen shows the current operating status of SBV3202 with regards to DOCSIS and telephony connections. It also indicates the test state of the battery, if present. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 35: Troubleshooting

    Press the Reset button on the back of the SBV3202. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 36: I Can Get On The Internet, But Everything Is Slow

    Contact your service provider or a qualified wiring technician to correct the house wiring. If you still do not have dial tone, contact your service provider. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 37: Contact Arris Consumer Support

    Chapter 7: Troubleshooting Contact ARRIS consumer support For technical support, FAQs, product documentation, and additional ARRIS product information: Visit ARRIS Support website: www.arris.com/selfhelp  Call: 1-877-466-8646  Email: ARRIS Technical Support  SBV3202 product information: shop.surfboard.com/categories/xfinity-subscribers.html  Battery purchase: shop.surfboard.com/arris-telephony-modem-back-up-batteries ...

  • Page 38: Warranty Information

    ARRIS or an authorized ARRIS reseller, and (B) for the Product (excluding Software), for a period of two (2) years from the date of purchase from ARRIS or from an authorized ARRIS reseller. To take advantage of this Limited Warranty or to obtain technical support, you must call the ARRIS toll-free telephone number 1-877-466-8646.
  • Page 39 While every reasonable effort has been made to insure that you will receive a Product that you can use and enjoy, ARRIS does not warrant that the functions of the Product will meet your requirements or that the operation of the Product will be uninterrupted or error- free.

  • Page 40: Glossary

    (which eliminates the need for a Adapter. An MTA device that is cross-over cable). integrated with a cable modem. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 41 Internet. The MAC address is printed on HTTP a label affixed to your SBV3202. HyperText Transfer Protocol. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 42 The path from a subscriber device to the headend. Some older cable documentation may refer to this as the return path or reverse path. PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide © 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 43 Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA www.arris.com...

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