User Guide

Chapter 7: Troubleshooting

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

I can get on the Internet, but everything is slow

If the Web site you are visiting is very popular, that site may be having trouble servicing all the

requests. If other sites download quickly, wait for a few minutes and try again. Usage during

peak hours may also affect the connection speed.

Other communications on the LAN may slow down the connection.

I don't have a dial tone when I pick up the phone

For telephone service to be functional on the SBV3202, the service must have been purchased

from your service provider and configured on your SBV3202. The following steps should help

in identifying the source of the problem:

1. Is the Power LED lit?

• If not, check to make sure the SBV3202 is plugged in and the outlet has power. Use

only the external AC power adapter (if provided) and power cord included with the

equipment.

• If the LED is lit, go to the next step.

2. Is the Online LED lit?

• If not, check the coax connection at the SBV3202 and the wall. Ensure they are

connected and tight. If they are and you do not have dial tone, contact your service

provider.

• If the Online LED is lit, go to the next step.

3. Is the Telephone (Tel 1 or Tel 2) LED lit?

• If not, phone service has not been set up on that line. Contact your service provider.

• If it is blinking, there is a phone off hook somewhere in the house. Find that phone and

hang it up.

• If it is lit, go to the next step.

4. Is the phone plugged directly into the SBV3202?

• Make sure the phone is plugged into the port on the back of the SBV3202 labeled “Tel

1” for line 1, and “Tel 2” for line 2.

• If so, try a different phone. Make sure the new phone is a working phone.

• If a known good phone is used and you still don’t have dial tone, try a different phone

cable. If a new phone and cable do not restore dial tone, call your service provider.

5. Is the SBV3202 plugged into a wall outlet?

• If so, unplug the phone connector at the back of the SBV3202 and plug in a known

working phone. If you now have dial tone, the problem is with the house wiring.

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.