SURFboard® SVG2482AC Wireless Voice Gateway For XFINITY® Customers User Guide April 2017 Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
ARRIS Copyrights and Trademarks © 2017 ARRIS Enterprises, LLC. All rights reserved. No part of this publication may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from ARRIS Enterprises, LLC (“ARRIS”). ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change.
Table of Contents 1. Safety and Regulatory Information .......................................................................... 5 Important Safety Instructions............................................................................................ 5 FCC Statements.................................................................................................................. 7 Wireless LAN Information..................................................................................................
8. Protecting & Monitoring Your Wireless Network ................................................... 38 Prevent Unauthorized Access .......................................................................................... 38 Change the Default Administrator Password .................................................................. 38 Logging on to the SVG2482AC ................................................................................ 39 Changing Your Admin Password ................................
Chapter 1 Safety and Regulatory Information Important Safety Instructions Read This Before You Begin — When using your equipment, basic safety precautions should always be followed to reduce the risk of fire, electric shock, and injury to persons, including the following: Read all of the instructions listed here and/or in the user manual before you operate this device. Give particular attention to all safety precautions. Retain the instructions for future reference.
Chapter 1: Safety and Regulatory Information Place this device in a location that is close enough to an electrical outlet to accommodate the length of the power cord. Place the device to allow for easy access when disconnecting the power cord of the device from the electrical wall outlet. Do not connect the plug into an extension cord, receptacle, or other outlet unless the plug can be fully inserted with no part of the blades exposed. Place this device on a stable surface.
Chapter 1: Safety and Regulatory Information FCC Statements FCC Interference Statement This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential environment.
Chapter 1: Safety and Regulatory Information Wireless LAN Information This device is a wireless network product that uses Direct Sequence Spread Spectrum (DSSS) and Orthogonal Frequency-Division Multiple Access (OFDMA) radio technologies. The device is designed to be interoperable with any other wireless DSSS and OFDMA products that comply with: The IEEE 802.
Chapter 1: Safety and Regulatory Information 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.
Chapter 2 Getting Started Introduction The ARRIS SURFboard® SVG2482AC is a DOCSIS 3.0® telephony cable modem and four-port Ethernet router device with Wi-Fi and optional battery backup. It uses DOCSIS 3.0 technology to provide ultra high-speed Internet access on your home or small business network. Using the connection capabilities of the gateway, you can connect your client device and other network-enabled devices via the four Ethernet ports or the 2.4 GHz and 5 GHz Wireless connections.
Chapter 2: Getting Started Item Description Software License & Warranty Card Safety and regulatory information, software license, and warranty for the gateway Support Information Card Contact information for obtaining technical support assistance with any issues you may have with your SURFboard device. SVG2482AC Quick Start Guide Provides basic information for installing the gateway and setting up a secure wireless connection on your home network.
Chapter 2: Getting Started Contact Information For technical support and additional ARRIS product information: Visit the ARRIS Consumer Support website: www.arris.com/selfhelp Call ARRIS Technical Support: 1-877-466-8646 PN 365-095-31279 x.2 Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
Chapter 3 Product Overview Front Panel Figure 1: Table 2. SVG2482AC Front View SVG2482AC Front Panel LED Icons LED Icon Blinking On (Solid) WPS BUTTON WPS Pairing process is in progress. Not applicable; LED will turn OFF after the WPS-enabled device is connected. Not applicable – LED does not blink. Power is properly connected with the device power cord and the battery is not connected. Scanning for Upstream (Send) and Downstream (Receive) channel connection.
Chapter 3: Product Overview LED Icon Blinking On (Solid) Wi-Fi is enabled. WIRELESS 2.4 GHz wireless connection is active; SVG2482AC is sending or receiving Wi-Fi data. 5 GHz wireless connection is active; SVG2482AC is sending or receiving Wi-Fi data. Wi-Fi is enabled. Telephone line 1 is off-hook or call is in progress. Telephone service for line 1 is connected and activated; on-hook. Telephone line 2 is off-hook or call is in progress.
Chapter 3: Product Overview Table 3. SVG2482AC Rear Panel Ports & Connectors Port Name Description Reset Button Recessed button located on the rear of your SVG2482AC can be used to restart your gateway. See Reset SVG2482AC Using the Reset Button (page 57) for more information. USB 2.
Chapter 3: Product Overview Gateway Label Figure 3: Sample SVG2482AC Gateway Labels The gateway label is located on the bottom of the SVG2482AC. It contains the gateway 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.
Chapter 4 Installing the Gateway Caution: This product 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. Connect the SVG2482AC to Your Client Device Before installing your SVG2482AC: Check with Comcast, your service provider, to ensure that broadband cable service is available in your area.
Chapter 4: Installing the Gateway Figure 4: SVG2482AC Connection Diagram 1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not included). 2. Connect the other end of the coaxial cable to the Cable connector on the rear of the SVG2482AC. Use your hand to tighten the connectors to avoid damaging them. 3. Connect the Ethernet cable (included) to the Ethernet port on your client device. 4.
Chapter 4: Installing the Gateway Note: The SVG2482AC has battery back-up capability for Telephony backup only. Battery usage is optional. To install the battery, see Install the Battery for more information. 1. Connect a telephone cord (not included) to the TEL LINE port on your telephone. 2. Connect the other end of the telephone cord to the TEL 1 port on the rear of the SVG2482AC. Note: Use the Tel1 port to connect a two-line telephone.
Chapter 4: Installing the Gateway Note: If you are a current voice subscriber with Comcast and also purchased the SVG2482AC, please call Comcast Customer Support at 1-855-OK-BEGIN (1-855-652-3446) to activate your SVG2482AC. Note: If you are a new voice subscriber with Comcast, continue with the following steps to set up your new XFINITY telephony service account and activate your SVG2482AC. 3. Open a web browser and then type www.xfinity.com/activate to open the XFINITY Activation page. 4.
Chapter 5 Setting Up a Wireless Network Connection ARRIS recommends that you first verify that your client device can connect to the Internet using a wired Ethernet connection before configuring your wireless network. You must currently have access to an Internet service in your home before you can set up a wireless network connection. Please note that if you do not have Internet service already set up in your home, contact Comcast Customer Support at 1-855-OK-BEGIN (1-855-652-3446) for assistance.
Chapter 5: Setting Up a Wireless Network Connection e. Select Connect. If your Wi-Fi connection is successful, “Connected” will display under your wireless network name. Apple Computer From any screen on your client device: a. Click (Wi-Fi icon) to display a list of available wireless networks. b. Select the wireless network name (SSID) for your home network from the list. c. If prompted, enter your network password in the Password field.
Chapter 5: Setting Up a Wireless Network Connection Figure 6: Sample Available Wireless Networks Window 2. Locate and left-click on the SVG2482AC wireless network name or SSID (for example, SVG2482AC-#### or ARRIS-####) from the list of available wireless networks. 3. Select Connect automatically (see Figure 7) to set up your wireless devices to automatically connect to your wireless network without having to log on using a user password.
Chapter 5: Setting Up a Wireless Network Connection 4. Click Connect to open the Connect to a Network window and set up your new network password. Figure 8: Network Connection Window 5. Enter the Wi-Fi Security Key (your wireless network password) in the Security key field. Note: You can use the default Wi-Fi Security Key code listed on the SVG2482AC Gateway label or enter your own personal wireless network password.
Chapter 5: Setting Up a Wireless Network Connection Connect Using the Windows Control Panel 1. From the Windows taskbar on your client device, click Start button and then click Control Panel. 2. Click Network and Sharing Center to open the Network and Sharing Center window. Figure 10: Control Panel-Network and Sharing Center Window 3. Click Manage wireless networks under Control Panel Home side panel to open the Manage Wireless Networks window. 4.
Chapter 5: Setting Up a Wireless Network Connection 5. Click Manually create a network profile to open another Manually Connect to a Wireless Network window. Figure 12: Manually Connect to a Wireless Network Window 6. Enter the SVG2482AC wireless network name or SSID that you set up to activate your SVG2482AC. Note: You can use the SVG2482AC Web Manager to change your Wi-Fi Network Name and Password. If you make any changes, you will have to reconnect the devices that are connected to your Wi-Fi network.
Chapter 5: Setting Up a Wireless Network Connection 11. Select Start this connection automatically so that your wireless devices will automatically connect to your wireless network when they are powered on. 12. Click Next to complete the wireless network setup. The Successfully added message for your new wireless network should appear. 13. Click Close to exit.
Chapter 6 Using the Gateway Web Manager Use the SVG2482AC Web Manager to view and monitor the network configuration settings and operational status of your SVG2482AC. You can also configure your network connections and wireless security settings. See Protecting & Monitoring Your Wireless Network (page 38) for more information. Start the SVG2482AC Web Manager Perform the following steps to open the SVG2482AC Web Manager: 1.
Chapter 6: Using the Gateway Web Manager Figure 14: SVG2482AC Login Screen 4. Click LOGIN to open the SVG2482AC Web Manager. The following message dialog box displays: Figure 15: SVG2482AC Change Default Password Dialog Box 5. Click OK to change the default password (highly recommended for security purposes) or Cancel to keep the default password.
Chapter 6: Using the Gateway Web Manager Note: Remember that passwords are case-sensitive and that you can use any combination of letters and numbers only. Special characters and spaces are not acceptable. Letters: A through Z (uppercase and lowercase) Numbers: 0 to 9 e) Click SAVE to update your password. f) Find a secure place to write down and keep your new password. If you click Cancel, the Gateway At a Glance screen will display (see figure below).
Chapter 6: Using the Gateway Web Manager Figure 18: SVG2482AC Web Manager Menu Links Table 4. SVG2482AC Web Manager Menu Links Menu Link Function Gateway Displays a summary of your network connections and a list of the connected devices on your home network. At a Glance Provides a list of your home network connections and connected devices. Connection Displays the network connection and status information for the XFINITY network, Local IP network, and your private Wi-Fi network.
Chapter 6: Using the Gateway Web Manager Menu Link Function Connected Devices Provides general information for the connected devices on your home network. Parental Control Allows you to set up specific restrictions to manage and control usage for specific users and network devices on your home network. Advanced Allows you to set up Port Forwarding, Port Triggering, Remote Management for troubleshooting or maintenance purposes, the DMZ Host, and manage the UPnP network on your home network.
Chapter 7 Configuring Your Wireless Network The SVG2482AC supports a secure method for setting up multiple wireless access points on your home network. Set Up Your Wireless Network 1. From any SVG2482AC Web Manager screen, click the Gateway menu link and then click the Connection submenu options link. 2. Click Wi-Fi under the Connection submenu options to open the Gateway Connection Wi-Fi screen. Figure 20: SVG2482AC Wi-Fi Connection Screen 3. Click the 2.
Chapter 7: Configuring Your Wireless Network Figure 21: SVG2482AC 2.4 GHz Wi-Fi Connection Screen Figure 22: SVG2482AC 5 GHz Wi-Fi Connection Screen PN 365-095-31279 x.2 Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
Chapter 7: Configuring Your Wireless Network 4. Click Enable or Disable in the Wireless Network field to turn ON or OFF wireless networking on your home network. 5. Do one of the following to set the network name or SSID (Service Set Identifier) for your home network in the Network Name (SSID) field: Enter a new network name for your wireless network. The wireless network name cannot be the same name as any other SSID on your home network.
Chapter 7: Configuring Your Wireless Network 10. Enter your wireless network password in the Network Password field. You can use any combination of letters, numbers, and/or special characters. 11. Select the Show Network Password checkbox to display your network password. 12. Select the Enabled checkbox in the Broadcast Network Name (SSID) field to display your SSID as an available wireless network to outside users.
Chapter 7: Configuring Your Wireless Network 3. Click the ADD Wi-Fi PROTECTED SETUP (WPS) CLIENT button to open the Add Wi-Fi Client (WPS) screen. Figure 24: SVG2482AC Add Wi-Fi Client (WPS) Screen 4. Click Enable in the Wi-Fi Protected Setup (WPS) field to turn ON WPS wireless networking on your home network. - or Click Disable in the Wi-Fi Protected Setup (WPS) field to turn OFF WPS wireless networking on your home network. 5.
Chapter 8 Protecting & Monitoring Your Wireless Network After you have successfully connected the SVG2482AC and your wireless devices, you should configure the SVG2482AC to protect your wireless network from unwanted and unauthorized access by any wireless network devices that are within range of your wireless network.
Chapter 8: Protecting & Monitoring Your Wireless Network Logging on to the SVG2482AC When you log on to the SVG2482AC, you will be prompted to change the default administrator password. You will have the option to either keep the default password or change it (recommended). Please note that if you do not change the default password, the same message will appear every time you log on to the SVG2482AC. 1.
Chapter 8: Protecting & Monitoring Your Wireless Network Figure 26: Gateway Login Screen 5. Click OK to open the Change Password screen. Figure 27: SVG2482AC Change Password Screen 6. 7. 8. 9. Enter your current admin password in the Current Password field. Enter your new admin password in the New Password field. Enter your new admin password again in the Re-enter New Password field. Select the Show Typed Password checkbox to confirm that the new passwords match.
Chapter 8: Protecting & Monitoring Your Wireless Network Changing Your Admin Password ARRIS recommends that you periodically change your administrator password for network security purposes. 1. From any SVG2482AC Web Manager screen, click the Troubleshooting menu link on the SVG2482AC Web Manager screen. 2. Click Change Password from the Troubleshooting submenu options list to display the Troubleshooting Change Password Screen. Figure 28: SVG2482AC Change Password Screen 3. 4. 5. 6.
Chapter 8: Protecting & Monitoring Your Wireless Network To set the firewall protection level on your SVG2482AC: 1. From any SVG2482AC Web Manager screen, click the Gateway menu link on the SVG2482AC Web Manager screen. 2. Click Firewall from the Gateway submenu options list and then click IPv4 or IPv6 to display the Gateway Firewall Security Levels Screen.
Chapter 8: Protecting & Monitoring Your Wireless Network Medium – Safer configuration, medium risk Figure 32: Firewall IPv4 Security Level – Medium Screen High – Safest configuration, highest security Figure 33: Firewall IPv4 Security Level – High Screen PN 365-095-31279 x.2 Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
Chapter 8: Protecting & Monitoring Your Wireless Network Custom Security Figure 34: Firewall IPv4 Security Level – Custom Screen 3. Select the security level that you want to set for your gateway firewall. 4. Click SAVE SETTINGS, when you are finished.
Chapter 8: Protecting & Monitoring Your Wireless Network 3. Click the Enable Managed Sites button to turn ON website and keyword blocking. Figure 35: Parental Control-Managed Sites Screen 4. Click +ADD button in the Blocked Sites section to open the Add Site to be Blocked screen. Figure 36: Parental Control-Managed Sites Screen PN 365-095-31279 x.2 Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
Chapter 8: Protecting & Monitoring Your Wireless Network 5. To fully block a website, enter the website address in the URL field and then click the Yes Always Block? button. 6. Click SAVE. 7. Repeat steps 5 and 6 for each website that you want to block. 8. To block a website for specific days and times, enter the website address in the URL field and then click the No Always Block? button. 9. Select the Start from and End on times of the day in the Set Block Time section. 10.
Chapter 8: Protecting & Monitoring Your Wireless Network Figure 37: Advanced Port Forwarding Screen 4. Click +ADD SERVICE button to open the Port Forwarding Add Service screen. Figure 38: Advanced Port Forwarding Screen 5. Select FTP, AIM, HTTP, PPTP, HTTPs, Telnet, SSH, or Other for the Internet data transfer protocol from the Common Service drop-down list. Note: If Other is selected, the Service Name field will display. Enter a name for the service type you will be using. 6.
Chapter 8: Protecting & Monitoring Your Wireless Network 8. Enter the starting port number of the website or online application in the Start Port field. 9. Enter the ending port number of the website or online application in the End Port field. 10. Click CONNECTED DEVICE to display the list of connected devices on your home network. a. Select the Add selection box next to the device or website you want to connect to. b. Click Add to exit. 11. Click SAVE.
Chapter 8: Protecting & Monitoring Your Wireless Network Figure 40: Add Port Triggers Screen 5. Enter a name or description for the port trigger in the Service Name field. 6. Select TCP/UDP, TCP, or UDP from the Service Type drop-down list. 7. Enter the starting port number in the Trigger Port From field. 8. Enter the ending port number in the Trigger Port To field. 9. Enter the starting port number in the Target Port From field. 10. Enter the ending port number in the Target Port To field. 11.
Chapter 8: Protecting & Monitoring Your Wireless Network 2. Click DMZ from the Advanced submenu links list to display the DMZ screen. 3. Click the Enable DMZ button to set up the DMZ Host on your home network. Figure 41: Advanced DMZ Screen 4. Enter the last one to three digits (from 2 to 254) of the IP address of the client device or gaming device that you are setting up as the DMZ host. 5. Click Save, when you are finished. Note: To disable the DMZ Host, click the Disable DMZ button and then click SAVE.
Chapter 9 Managing Your Gateway and Connected Networks You can also use the SVG2482AC Web Manager to view and monitor the network configuration settings and operational status of your SVG2482AC. View the Gateway Hardware Information The Gateway Hardware screen displays specific information related to the gateway device. This information may be helpful if you have to contact ARRIS or Comcast for technical assistance. To open the Gateway Hardware screen: 1.
Chapter 9: Managing Your Gateway and Connected Networks Figure 43: SVG2482AC Software Version Screen View the Gateway Network Connections The Gateway At a Glance screen displays a summarized list of your Wi-Fi network configuration and the connected devices (online and offline) on your home network. To open the Gateway Network Connections screen: 1. From any SVG2482AC Web Manager screen, click the Gateway menu link. 2.
Chapter 9: Managing Your Gateway and Connected Networks Figure 45: SVG2482AC Connected Devices Screen View the Network Connection Settings 1. From any SVG2482AC Web Manager screen, click the Gateway menu link. 2. Click Connection from the Gateway submenu links and then click Status from the Connection submenu options to display the Network Connection Status screen. Figure 46: Local IP, XFINITY, & SVG2482AC Network Settings Screen PN 365-095-31279 x.2 Copyright 2016, ARRIS Enterprises, LLC.
Chapter 9: Managing Your Gateway and Connected Networks View the XFINITY Network Connection Status 1. From any SVG2482AC Web Manager screen, click the Gateway menu link. 2. Click Connection from the Gateway submenu links and then click XFINITY Network from the Connection submenu options to display the XFINITY Network Connection Status screen. Figure 47: XFINITY Network-Connection Status Screen PN 365-095-31279 x.2 Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
Chapter 9: Managing Your Gateway and Connected Networks Reboot Your SVG2482AC Choose one of the following options to reboot (or restart) your SVG2482AC: Reboot SVG2482AC Using the Reset Button Reboot SVG2482AC Using the Web Manager Reboot SVG2482AC Using the Reset Button To reboot (or restart) your SVG2482AC using the SVG2482AC Reset button: 1. Insert the end of a paper clip (or other small object with a narrow tip) into the indented Reset button opening on the rear of your SVG2482AC.
Chapter 9: Managing Your Gateway and Connected Networks Figure 49: SVG2482AC Reset/Restore Gateway Screen 3. Click RESET located in the Reset / Restore Gateway table. The following message will display: Figure 50: Reboot Gateway Message Box 4. Click OK to reboot the SVG2482AC and then log back in. Reset Your SVG2482AC WARNING! Resetting your SVG2482AC will delete your current gateway configuration settings which include your passwords, wireless network name (SSID), firewall, Parental Control, etc.
Chapter 9: Managing Your Gateway and Connected Networks Reset SVG2482AC Using the Reset Button WARNING! Resetting your SVG2482AC will delete your current gateway configuration. To reset your SVG2482AC using the Reset button: 1. Insert the end of a paper clip (or other small object with a narrow tip) into the indented Reset button opening on the rear of your SVG2482AC. Figure 51: SVG2482AC Reset Button 2. Press and hold the small object in place for 10 seconds, and then release. 3.
Chapter 9: Managing Your Gateway and Connected Networks Figure 52: SVG2482AC Reset/Restore Gateway Screen 3. Click RESET WI-FI ROUTER located in the Reset / Restore Gateway table. The message, Are you sure you want to Reset the Wi-Fi Gateway?, will display. 4. Click OK to proceed. The resetting process will take approximately 60 to 90 seconds to complete and then the SVG2482AC will reboot. 5. Log back in to the SVG2482AC using the default user name and password.
Chapter 10 Troubleshooting Tips If the solutions listed in the Troubleshooting Solutions table below do not solve your problem, please contact your service provider for assistance. Your service provider may ask for the status of the SVG2482AC front panel LEDs (see Front Panel LED Icons and Error Conditions for more information). You may have to reset the SVG2482AC gateway configuration to its original factory settings if the gateway is not functioning properly.
Chapter 10: Troubleshooting Tips Gateway Problem Possible Solution Cannot Access the Internet Wireless devices cannot send or receive data Check that all cable and power connections on your gateway and client device are properly connected. Check that the Power, Online, and Wireless LED icons on the front panel are lit up solid. Contact your service provider for assistance.
Chapter 10: Troubleshooting Tips LED Icon Status If, During Startup: If, During Normal Operation OFF Telephone is not detected Telephone is disconnected OFF Battery is not detected Battery is disconnected PN 365-095-31279 x.2 Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
Chapter 11 Warranty Information SURFboard SVG2482AC Wireless Voice Gateway ARRIS Enterprises, LLC ("ARRIS") Retail Purchasers: If you purchased this Product directly from ARRIS or from an authorized ARRIS retail reseller, ARRIS warrants to you, the original end user customer, that (A) the Product, excluding Software, will be free from defects in materials and workmanship under normal use, and (B) with respect to Software, (i) the media on which the Software is provided will be free from defects in material
Chapter 11: Warranty Information ARRIS IS NOT RESPONSIBLE FOR, AND PROVIDES "AS IS" ANY SOFTWARE SUPPLIED BY 3RD PARTIES. EXCEPT AS EXPRESSLY STATED IN THIS SECTION ("WARRANTY INFORMATION"), THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT, EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR THE WARRANTY AGAINST INFRINGEMENT PROVIDED IN THE UNIFORM COMMERCIAL CODE.
Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA T: 1-678-473-2000 F: 1-678-473-8470 www.arris.
