SURFboard® SBV2402 Internet & Voice cable modem for Xfinity® customers user guide March 2019 Copyright 2019, ARRIS Enterprises, LLC. All rights reserved.
ARRIS copyrights and trademarks © 2019 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 .................................................................................................................. 6 Caring for the environment by recycling your ARRIS equipment ..................................... 8 2.
7. Troubleshooting ..................................................................................................... 27 Solutions .......................................................................................................................... 27 The SBV2402 is plugged in, but the power light is off ..................................................... 27 I cannot access the internet ............................................................................................
Chapter 1 Safety and regulatory information Read all safety and regulatory information before installing your telephony modem and setting up your home network connection.
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. In the U.S., this is required by NFPA 70 (National Electrical Code) Article 820.
Chapter 1: Safety and regulatory information ◼ ◼ Connect the equipment into an outlet on a circuit different from that to which the receiver is connected. Consult the dealer or an experienced radio/TV technician for help. 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.
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 Welcome to the next generation of the SURFboard® ultra-high-speed DOCSIS 3.0® internet & voice cable modem for Xfinity customers. Get ready to experience the Internet’s express lane! Whether you are streaming media, downloading new software, checking your email, or talking on the telephone, the SBV2402 brings it all to you faster and more reliably. All while providing high-quality Voice over IP telephone service.
Chapter 2: Getting started Table 1. SBV2402 package contents Item SBV2402 Internet & Voice cable modem Description High-speed DOCSIS 3.0 telephony cable modem with two voice-over-IP (VoIP) telephone lines Power cord Power supply for an electrical wall outlet connection Ethernet cable Standard category 5e (CAT5e) or higher network cable Software License & Warranty Card Contains safety and regulatory information, software license, and warranty for the telephony cable modem.
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 both ends. Phone cables are available for purchase from any electronics retailer and many discount stores. RF splitter (optional): provides an extra cable connection by splitting a single outlet into two outlets.
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.
Chapter 3 Product overview Front panel Table 2. SBV2402 front panel LEDs LED icon Description 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. On (solid): upstream and downstream channels are connected. Blinking: scanning for an Internet connection. On (solid): SBV2402 is connected to your home network. Tel1 Tel2 PN 365-095-33947 x.
Chapter 3: Product overview Rear panel Table 3. SBV2402 rear panel ports & connectors Port Description Reset button Recessed button can be used to either reboot the SBV2402 or reset the SBV2402 configuration settings. The Reset button is recessed to prevent accidental resets. Reboot (or restart) the telephony modem 1. Insert the end of a small pointed non-metallic object with a narrow tip into the Reset opening on the back of your SBV2402. 2.
Chapter 3: Product overview Port Ethernet Description One-gigabit Ethernet port for RJ-45 network cable connection: ◼ Green: LED is ON - Indicates a data transfer rate of one gigabit per second ◼ Green: LED is blinking - Indicates data traffic is in progress ◼ Amber: LED is ON - Indicates a data transfer rate of less than one gigabit per second ◼ Amber: LED is blinking - Indicates data traffic is in progress.
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). ◼ You have Establish an Internet connection (page 19) ◼ Cable, phone, and power outlets are available near the computer.
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. This should prevent your SBV2402 from possibly pulling out of the wall in the future.
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. 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. Connect the other end of the Ethernet cable to the Ethernet port on the rear of your SBV2402. 5.
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. Check that your telephone has a dial tone. Wall mount the SBV2402 You can either mount your SBV2402 on a wall or place it on any flat surface such as a desk or table.
Chapter 4: Installing the telephony modem During startup, the Power and US/DS (Upstream/Downstream) LEDs will FLASH and then light up SOLID blue. Note: If you are a current Comcast voice subscriber and purchased the SBV2402, please visit xfinity.com/activate before calling Comcast or ARRIS. If there is an issue with the activation, please call Comcast at 1-800-Xfinity (1-800-934-6489) to activate your SBV2402.
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 — the red and green wires may be shorted (touching), or there may be undesired voltage on the lines.
Chapter 5: Using the telephony modem Mode Power US/DS Online Tel 1 / Tel 2 No AC power Off Off Off Off Firmware upgrade On Flash On (normal operation) Patterns: startup sequence There are two SBV2402 light patterns that display during each phase of the startup sequence: ◼ ◼ Telephony startup sequence Cable modem startup sequence Telephony startup sequence Power, US/DS, Online Telephone 1 Telephone 2 Description Off Off Off No power to modem Flash Flash Flash Power-on self-test O
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. Click on the main menu link to view any of the other available screens.
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.
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. PN 365-095-33947 x.
Chapter 6: Using the telephony modem web manager PN 365-095-33947 x.
Chapter 7 Troubleshooting Solutions ◼ ◼ ◼ ◼ ◼ ◼ The SBV2402 is plugged in, but the power light is off I cannot access the Internet I cannot access the Internet (Ethernet) I can get on the Internet, but everything is slow 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.
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. I can get on the internet, but everything is slow If the website you are visiting is very popular, that site may be having trouble servicing all the requests.
Chapter 7: Troubleshooting • If a known working phone is used and you still do not have a dial tone, try a different phone cable. If a new phone and cable do not restore the dial tone, call your service provider for assistance. 5. Is the SBV2402 plugged into a wall outlet? • If so, unplug the phone connector at the back of your SBV2402 and plug in a known working phone. If you now have dial tone, the problem is with the house wiring.
Chapter 8 Warranty information SURFboard SBV2402 Internet & Voice cable 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 mater
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 No problem 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 to a local area network (LAN). HTTP Hypertext transfer protocol. A set of rules for transferring text, graphic, and multi-media files on the internet. Event An informational message used for monitoring network status. Hub F A box with several ethernet connectors. Ethernet hubs provide a common point of contact for all connected devices. I F-connector The type of connector used on a coaxial RF cable.
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. Proxy A device or program that stands in between a server (for example, a web site) and a client (your browser), providing a way to relieve some of the burden from the server.
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