User Guide

PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide

Chapter 7

Troubleshooting

The SBV3202 is plugged in, but the power light is off

Check all power connections. Is the power cord plugged in firmly at both ends?

If you plugged the power cord into a power strip, make sure the strip is switched on.

Try to plug the power cord into a different outlet. If the outlet is controlled by a wall switch,

make sure the switch is on.

Finally, check the fuse or circuit breaker panel.

I'm not getting on the Internet

It may take over 30 minutes to establish a connection the first time you power up your

SBV3202, especially when many people are online. Always leave your SBV3202 plugged into

AC power and connected to the cable system.

Check the front panel lights:

 The Power and Online lights should be on.

 The Link light should either be on or blinking.

 If the Power light blinks for more than 30 minutes, call your service provider for

assistance.

Check your cable connections. Connectors should be tight. The coax cable should not be

pinched, kinked, or bent sharply—any of these can cause a break or short in the cable (you

may have to replace the cable). If you have one or more splitters between the SBV3202 and

CATV outlet, remove the splitters and connect the SBV3202 directly to the outlet.

Proceed to the Ethernet solution if necessary.

I'm not getting on 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 SBV3202.