Related Manuals for Arris SURFboard SBV2402
Summary of Contents for Arris SURFboard SBV2402
- Page 1 SURFboard® SBV2402 Internet & Voice cable modem for Xfinity® customers user guide March 2019 Copyright 2019, ARRIS Enterprises, LLC. All rights reserved.
- 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.
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Page 3: Table Of Contents
Safety and regulatory information ................5 Important safety instructions .................... 5 FCC statements ........................6 Caring for the environment by recycling your ARRIS equipment ........8 Getting started ......................9 About your new SBV2402 ....................9 In the box ........................... 9 Additional items needed (not included) .............. - Page 4 I can get on the internet, but everything is slow ............. 28 I do not have a dial tone when I pick up the phone ............28 Contact ARRIS consumer support ..................29 Warranty information ..................... 30 Glossary ........................32 PN 365-095-33947 x.1...
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Page 5: Safety And Regulatory Information
Safety and regulatory information 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 Statements
Chapter 1: Safety and regulatory information • Use only the AC power adapter (if provided) and power cord included with the equipment. • Equipment should be installed near the power outlet and should be easily accessible. • The shield of the coaxial cable must be connected to earth (grounded) at the entrance to the building in accordance with applicable national electrical installation codes. - Page 7 CAUTION Any changes or modifications to this equipment not expressly approved by ARRIS could void the user’s authority to operate the equipment. FCC declaration of conformity ARRIS Enterprises, LLC, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard DOCSIS 3.0 telephony modem-SBV2402 complies with 47 CFR Parts 2 and 15 of...
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Page 8: Caring For The Environment By Recycling Your Arris Equipment
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 corporateresponsibility.arrisi.com/phoenix.zhtml. You may also contact your local community authorities for information regarding where you may dispose of your ARRIS devices. -
Page 9: Getting Started
Telephony services: Packet Cable™ 2.0 compliant. In the box Before installing your SBV2402, check that the items listed in the following table are included in the SBV2402 box. If any items are missing, please call ARRIS technical support at 1-877-466-8646 for assistance. PN 365-095-33947 x.1... -
Page 10: Additional Items Needed (Not Included)
Chapter 2: Getting started Table 1. SBV2402 package contents Item Description High-speed DOCSIS 3.0 telephony cable modem SBV2402 Internet & with two voice-over-IP (VoIP) telephone lines Voice cable modem Power cord Power supply for an electrical wall outlet connection Ethernet cable Standard category 5e (CAT5e) or higher network cable Software License &... -
Page 11: System Requirements
Chapter 2: Getting started Note: For best performance, use a high-quality RG-6 type coaxial cable and minimize or eliminate splitters between the cable jack and your SBV2402. Phone cable: a standard telephone cable with standard phone connectors (RJ11 type) on ◼... -
Page 12: Contact Information
Chapter 2: Getting started • Mac OS 10.4 or later • UNIX • Linux Contact information For technical support, FAQs, product documentation, and additional ARRIS product information: Visit the ARRIS support website: www.arris.com/selfhelp ◼ Call ARRIS technical support: 1-877-466-8646 ◼ PN 365-095-33947 x.1... -
Page 13: Product Overview
Chapter 3 Product overview Front panel Table 2. SBV2402 front panel LEDs Description LED icon Blinking: not applicable; LED does not blink. On (solid): power is properly connected with the SBV2402 power cord. Blinking: scanning for upstream (send data) and downstream (receive data) channel connection. -
Page 14: Rear Panel
Chapter 3: Product overview Rear panel Table 3. SBV2402 rear panel ports & connectors Port Description Reset Recessed button can be used to either reboot the SBV2402 or reset the button SBV2402 configuration settings. The Reset button is recessed to prevent accidental resets. -
Page 15: Telephony Modem Label
The telephony modem label is located on the bottom of your SBV2402. It contains the specific telephony modem information that you may need when contacting your service provider or ARRIS technical support (page 12). To receive Internet service, contact your service provider for assistance. You may have to... -
Page 16: Installing The Telephony Modem
Chapter 4 Installing the telephony modem Caution: This device is for indoor use only. Do not route the Ethernet cable(s) outside of the building. Exposure of the cables to lightning could create a safety hazard and damage the product. Before starting the installation, make sure of the following: You have all the Additional items needed (not included) (page 10). -
Page 17: Connect The Sbv2402 To Your Client Device
Chapter 4: Installing the telephony modem If you want to mount your SBV2402 on a wall, does the location provide a solid surface ◼ for a secure attachment? For best results when mounting your SBV2402 on drywall, position it so that at least one of the screws are fastened to a stud. -
Page 18: Connect Your Telephone
Chapter 4: Installing the telephony modem 1. Check that a coaxial cable is already connected to a cable wall outlet or an RF splitter (not included). 2. Connect the other end of the coaxial cable to the Cable connector on the rear of your SBV2402. -
Page 19: Wall Mount The Sbv2402
Chapter 4: Installing the telephony 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 telephony services, use an RJ-31X adapter (not included) on the Tel1 port. 4. - Page 20 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 Customer Support at 1-855-OK-BEGIN (1-855-652-3446) to set up your Internet service or activate your SBV2402.
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Page 21: Using The Telephony Modem
Chapter 5 Using the telephony modem This chapter describes the controls and features available on your SBV2402 and covers basic troubleshooting procedures. Indicator lights for the SBV2402 The SBV2402 LED indicator lights can be helpful when troubleshooting. Wiring problems If your SBV2402 begins flashing all its lights for more than 10 seconds, this indicates a problem with the telephone wiring —... -
Page 22: Patterns: Startup Sequence
Chapter 5: Using the telephony modem Mode Power US/DS Online Tel 1 / Tel 2 No AC power Firmware Flash (normal operation) upgrade Patterns: startup sequence There are two SBV2402 light patterns that display during each phase of the startup sequence: Telephony startup sequence ◼... -
Page 23: Using The Telephony Modem Web Manager
Chapter 6 Using the telephony modem web manager The SBV2402 web manager is available to view and monitor your SBV2402 operational status and network configuration settings. SBV2402 web manager menu links The SBV2402 main menu links and related submenu option links are displayed along the top of the SBV2402 web manager screen. -
Page 24: Hw/Fw Versions Screen
Chapter 6: Using the telephony modem web manager HW/FW versions screen The HW/FW versions screen includes release and model information for the SBV2402 hardware and firmware. This information includes the serial number for your SBV2402. PN 365-095-33947 x.1 SBV2402 Internet & Voice cable modem for Xfinity® customers user guide... -
Page 25: Event Log Screen
Chapter 6: Using the telephony modem web manager Event log screen The Event Log screen includes a list of events that were detected by your SBV2402, including the date and time of the event, event ID, and event level. Registration status (CM state) The Registration Status screen shows the current operating status of your SBV2402 with regards to DOCSIS and telephony connections. - Page 26 Chapter 6: Using the telephony modem web manager PN 365-095-33947 x.1 SBV2402 Internet & Voice cable modem for Xfinity® customers user guide...
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Page 27: Troubleshooting
◼ I don't have a dial tone when I pick up the phone ◼ Contact ARRIS consumer support ◼ The SBV2402 is plugged in, but the power light is off Check all power connections. Is the power cord plugged in firmly at both ends? ◼... -
Page 28: I Cannot Access The Internet (Ethernet)
Chapter 7: Troubleshooting I cannot access the internet (Ethernet) If you are using a hub, is the hub turned on? Are you using the right type of Ethernet cable? Use the supplied cable for direct connection to a computer; use a cross-over cable for connection to a hub. Press the Reset button on the back of the SBV2402. -
Page 29: Contact Arris Consumer Support
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. Contact ARRIS consumer support For technical support, FAQs, product documentation, and additional ARRIS product information: Visit the ARRIS Support website: www.arris.com/selfhelp... -
Page 30: 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 31 While every reasonable effort has been made to ensure 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.
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Page 32: Glossary
Chapter 9 Glossary No problem Amp-hour DHCP A measure of battery capacity. For Dynamic host configuration protocol. An example, a 1.0Ah battery can nominally IP protocol used to provide an IP address supply one ampere of current for one and location of services (such as DNS and hour. - Page 33 Chapter 9: Glossary Ethernet HTTP A standard method of connecting two or Hypertext transfer protocol. A set of more computers to a local area network rules for transferring text, graphic, and (LAN). multi-media files on the internet. Event An informational message used for A box with several ethernet connectors.
- Page 34 Chapter 9: Glossary Splitter Protocol A small box with three cable connectors: A set of rules and formats that determines one input and two outputs. You may need the communication behavior of network a splitter if you have a TV already entities at a given layer.
- Page 35 Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA www.arris.com...