SURFboard® SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers User Guide November 2018 P/N 365-095-32810 x.
ARRIS Copyrights and Trademarks © 2018 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 requirements ................................................................................................. 5 FCC Part 15 ........................................................................................................................ 6 RF exposure............................................................................................................... 7 Caring for the environment by recycling your ARRIS equipment ..................................... 7 2.
6. Using the Telephony Modem .................................................................................. 28 Indicator lights for the SBV3202 ...................................................................................... 28 Battery mismatch.................................................................................................... 28 Wiring problems ..................................................................................................... 28 Patterns: normal operation .....
Chapter 1 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: CAUTION Potential equipment damage Potential loss of service Connecting the Telephony Modem to existing telephone wiring should only be performed by a professional installer.
Chapter 1: Safety requirements • • • • • • • • 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. In the U.S., this is required by NFPA 70 (National Electrical Code) Article 820.
Chapter 1: Safety requirements The operation of this equipment is subject to the following two conditions: (1) This equipment or device cannot cause harmful interference and (2) this equipment or device must accept any interference, including interference that may cause some unwanted operation of the equipment. CAUTION Changes or modifications to this equipment not expressly approved by the party responsible for compliance could void the user’s authority to operate the equipment.
Chapter 2 Product overview Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media, downloading new software, checking your email, or talking with friends on the phone, the SBV3202 Telephony Modem brings it all to you faster and more reliably. All while providing high quality Voice over IP telephone service. It also provides Lithium-Ion battery backup capability to provide continued telephone service during power outages.
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. Connectivity: supports Ethernet connection. Flexibility: provides two independent lines of telephone service as well as high speed data. Compatibility: • • Data services: DOCSIS 3.0 compliant and backward-compatible with DOCSIS 2.0 or 1.
Chapter 3: Getting started Note: For best performance, use high-quality RG-6 type coax cable and minimize or eliminate splitters between the cable jack and your SBV3202. Phone cable: This is a standard phone cable with standard phone connectors (RJ11 type) on both ends. You can buy phone cables from any electronics retailer and many discount stores. Splitter (optional): provides an extra cable connection by splitting a single outlet into two.
Chapter 3: Getting started Cable MAC addresses of the unit (printed on a sticker affixed to the SBV3202) SBV3202 model number If you cannot activate your account online, call Comcast at 1-800-Xfinity (1-800-934-6489).
Chapter 3: Getting started What about security? Having a high-speed, always-on connection to the Internet requires a certain amount of responsibility to other Internet users—including the need to maintain a reasonably secure system. While no system is 100% secure, you can use the following tips to enhance your system’s security: Keep the operating system of your computer updated with the latest security patches. Run the system update utility at least weekly.
Chapter 3: Getting started The SBV3202 package comes with one Ethernet cable (the connectors look like wide telephone connectors); you can purchase more cables if necessary at a computer retailer. If you are connecting the SBV3202 directly to a computer or to a wireless router (with the 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.
Chapter 4 Battery installation and removal Introduction Your service provider may include a backup battery with your SBV3202. If you wish, you can purchase an additional battery at shop.surfboard.com. The website will list the recommended battery type for your SBV3202. The SBV3202 supports a Lithium-Ion backup battery to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power.
Chapter 4: Battery installation and removal Maximum backup battery: provides up to 18 hours (6-cell) or 24 hours (8-cell) of backup time, depending on model and usage. It replaces the battery door and increases the height of the SBV3202 by about 5/8" (16 mm). Maximum backup battery Refer to Maximum Battery Installation and Replacement (page 19) Note: The backup times shown here are only an estimate and assume that your battery is fully charged.
Chapter 4: Battery installation and removal 2. 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. 1 - Battery Slots 2 - Battery Guides Note: Batteries will not insert completely into the SBV3202 if not oriented correctly. The battery should slide into the bay without significant force. Line up the guides on the battery with the slots in the battery bay. 3. Push the battery pack into the bay until it seats into place.
Chapter 4: Battery installation and removal Note: The SBV302 uses a Lithium-Ion battery pack. Please recycle or dispose of the battery responsibly and in accordance with local ordinances, see Caring for the environment by recycling your ARRIS equipment for more information (page 7). Extended battery installation and replacement This model of the SBV3202 provides continued telephone service during power outages. The battery backup is not intended to take the place of AC power.
Chapter 4: Battery installation and removal 1 - Battery Slots 2 - Battery Guides 3 - Battery Pull Strap Note: Batteries will not insert completely into the SBV3202 if not oriented correctly. The battery should slide into the bay without significant force. Line up the slots in the battery bay with the guides on the battery and apply even pressure on both ends of the battery. WRONG WRONG RIGHT 4. Push the battery pack into the bay until it latches into place.
Chapter 4: Battery installation and removal Note: The SBV3202 uses a Lithium-Ion battery pack. Please recycle or dispose of the battery responsibly and in accordance with local ordinances, see Caring for the environment by recycling your ARRIS equipment (page 7) Maximum battery installation and replacement This model of the SBV3202 provides continued telephone service during power outages. The battery backup is not intended to take the place of AC power.
Chapter 4: Battery installation and removal 6. To remove the battery, grasp the battery and pull back on the latch at the front of the battery. 7. Gently rock the battery out of the bay. Note: The SBV3202 uses a Lithium-Ion battery pack. Please recycle or dispose of the battery responsibly and in accordance with local ordinances, see Caring for the environment by recycling your ARRIS equipment page 7) for more information.
Chapter 4: Battery installation and removal Getting battery status To assess if the battery needs to be replaced, the SBV3202 charges, discharges, and recharges the battery pack as part of a battery test. The SBV3202 re-tests the battery periodically afterwards, usually every 180 days. The Battery LED and the Registration Status screen indicate the status of the battery. The SBV3202 will transmit a two-second stutter tone when the battery level is low. To view the Registration Status screen: 1.
Chapter 5 Install and connect your telephony modem Before you start, make sure of the following: You have all the items you need (page 9). You have Set up service (page 10) Cable, phone, and power outlets are available near the computer. If a cable outlet is not conveniently located, your service provider can install a new one. CAUTION Risk of equipment damage Only qualified installation technicians should connect the Telephony Modem to house wiring.
Chapter 5: Install and connect your telephony modem Rear panel The rear of the SBV3202 has the following connectors and controls: Tel 1/2: connector for the first phone line (or both lines of a 2-line phone). Tel 2: connector for the second phone line. Ethernet: connector for use with a computer LAN port. Coax Cable: connector for the coaxial cable. Power: connector for the power cord. Reset button: resets the SBV3202 as if you power cycled the unit.
Chapter 5: Install and connect your telephony modem Mount the Telephony Modem You can either mount the SBV3202 on a wall or place it on a desktop. For wall-mount applications, you can mount the SBV3202 with the indicators facing upward (vertical) or to the side (horizontal). Tools and materials For wall-mounted installations, make sure you have the following tools and materials before proceeding: for mounting on drywall: Two 1/4” (6mm) drywall anchors (not included), two #6 x 1.5” (38.
Chapter 5: Install and connect your telephony modem 2. Drill holes through the template in the specified locations for the mounting screws. After drilling holes, remove the template from the service. 3. If using drywall anchors, set them into the wall. Then, drive the screws into the wall leaving a gap of about 1/8” (3 mm) between the screw head and the wall. If not using anchors, just drive the screws. 4.
Chapter 5: Install and connect your telephony modem 5. Proceed to Connecting the SBV3202 (see below). Desktop mounting instructions 1. Position the SBV3202 so that: • air flows freely around it • the back faces the nearest wall • it will not fall to the floor if bumped or moved • the ventilation holes on the sides of the unit are not blocked 2. Proceed to Connecting the SBV3202 below.
Chapter 5: Install and connect your telephony modem 1. Connect one end of the coax cable to the cable outlet or splitter, and the other end to the SBV3202 Cable connector. 2. Tighten the connections by hand, then tighten an additional 1/8 turn with a wrench. Note: For best performance, use high-quality coax cable and minimize or eliminate splitters between the cable jack and the SBV3202. 3.
Chapter 6 Using the Telephony Modem This chapter describes the controls and features available on the SBV3202 and covers basic troubleshooting procedures. Set Up Your Computer to Use the SBV3202 (page 28) Indicator Lights for the SBV3202 (page 28) Using the Reset Button (page 30) Booting from Battery (page 30) Indicator lights for the SBV3202 The SBV3202 has LED indicator lights to assist in troubleshooting.
Chapter 6: Using the Telephony Modem Patterns: normal operation The following table shows light patterns during normal operation.
Chapter 6: Using the Telephony Modem Power, US/DS, Online Telephone 1 Telephone 2 Description Flash Flash Flash Power-On Self-Test See Cable modem startup sequence (page 30) On Flash Off Retrieving telephone network information On Off Flash Retrieving telephone network information On Flash Flash Activating telephone service Normal Operation Cable modem startup sequence DS/US Online Description Flash Off Downstream or upstream search On Flash Downstream and upstream found; retriev
Chapter 6: Using the Telephony Modem Web Manager 2. Re-insert the battery into the SBV3202. See Battery Installation and Removal (page 14) for details. 3. Press the Reset button; the Power light should turn on immediately. Note: If the SBV3202 does not turn on, the battery may not be charged. Using the Telephony Modem Web Manager Use the SBV3202 Web Manager to view and monitor the network configuration settings and operational status of your SBV3202. Follow these steps to open the SBV3202 Web Manager: 1.
Chapter 6: Using the Telephony Modem Web Manager Status screen The Status Screen shows the current status of the upstream and downstream channels for the SBV3202, including the MAC addresses for various ports. HW/FW versions 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.
Chapter 6: Using the Telephony Modem Web Manager 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.
Chapter 6: Using the Telephony Modem Web Manager 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.
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.
Chapter 7: Troubleshooting 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.
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 PN 365-095-32810 x.2 SBV3202 DOCSIS® 3.
Chapter 8 Warranty Information SURFboard SBV3202 Telephony Modem 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 and workm
Chapter 8: 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.
Chapter 9 Glossary A D Amp-Hour A measure of battery capacity. For example, a 1.0Ah battery can nominally supply one Ampere of current for one hour. DHCP Dynamic Host Configuration Protocol. An IP protocol used to provide an IP address and location of services (such as DNS and TFTP) needed by a device connecting to the network. DHCP allows the service provider to configure your computer’s networking software for you.
Chapter 9: Glossary Ethernet A standard method of connecting two or more computers into a Local Area Network (LAN). Event An informational message used for monitoring network status. F F-connector The type of connector used on coax cable. There are two common types of Fconnector, slip-on and screw-on. Use coax with screw-on connectors for connecting your SBV3202. Firewall A hardware or software device that prevents unauthorized access to a private network from the Internet.
Chapter 9: Glossary P S Protocol Splitter A set of rules and formats that determines the communication behavior of network entities at a given layer. A small box with three cable connectors: one input and two outputs. You may need a splitter if you have a TV already connected to the cable outlet that you want to use for your SBV3202.
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