High Speed Cable Modem Model CM500 User Manual January 2017 202-11477-05 350 East Plumeria Drive San Jose, CA 95134 USA
CM500 High Speed Cable Modem Support Thank you for purchasing this NETGEAR product. You can visit www.netgear.com/support to register your product, get help, access the latest downloads and user manuals, and join our community. We recommend that you use only official NETGEAR support resources. If you are experiencing trouble installing your cable modem, contact NETGEAR at 1-866-874-8924. If you are experiencing trouble connecting your router, contact the router manufacturer.
Contents Chapter 1 Hardware and Internet Setup Unpack Your Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Back Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Product Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1. Hardware and Internet Setup 1 The NETGEAR CM500 High Speed Cable Modem provides a connection to high-speed cable Internet with speeds up to 680 Mbps.1 The cable modem is certified by all major cable Internet providers. A Gigabit Ethernet port provides fast access and downloads. The cable modem supports the assignment of IPv4 and IPv6 addresses by cable Internet providers.
CM500 High Speed Cable Modem Unpack Your Cable Modem Your package contains the following items. Ethernet cable Power adapter Cable modem Figure 1. Package contents Front Panel The cable modem provides status LEDs on the front. Power LED Downstream LED Upstream LED Internet LED Ethernet LED Figure 2.
CM500 High Speed Cable Modem You can use the LEDs to verify status and connections. The following table lists and describes each LED on the front panel of the cable modem. Table 1. LED descriptions LED Icon Description Power • • • Green. Power is supplied to the cable modem. Off. No power is supplied to the cable modem. Red. The cable modem is too warm and might overheat. For more information about this condition, see Use LEDs to Troubleshoot on page 23. Downstream • • • • Solid amber.
CM500 High Speed Cable Modem Product Label The product label on the bottom of the cable modem displays the serial number and MAC address of the cable modem and login information, including the default IP address, default user name, and default password. MAC address Serial number Figure 4. Product label Install and Activate Your Cable Modem The cable modem provides a connection between your cable Internet provider’s network and your computer, router, or WiFi router.
CM500 High Speed Cable Modem Note: Before you connect your cable modem and contact your cable Internet provider, collect your cable account number, account phone number, and login information (your email address or user name and password). To connect your cable modem directly to a computer: 1. Turn off existing modems and routers. If you are replacing a modem that is currently connected in your home, unplug the modem and plug the new cable modem into the same outlet. 2. Connect a coaxial cable.
CM500 High Speed Cable Modem Even though an Internet connection is established, Internet service is available only after you activate it up with your cable Internet provider. For information about how to activate your Internet service, see Activate Your Internet Service on page 9. Activate Your Internet Service To activate your Internet service: 1. Visit your cable Internet provider’s website and follow the onscreen instructions to activate your Internet service.
CM500 High Speed Cable Modem 2. If you are unable to activate your Internet service using the instructions on your cable Internet provider’s website, call your cable Internet provider and do the following: a. When asked, provide your account information and provide the cable modem’s model number, which is CM500, serial number, and MAC address. The serial number and MAC address are on the product label, which is on the bottom of the cable modem. b.
CM500 High Speed Cable Modem Connect Your Cable Modem to a Router After Installation and Activation During the installation and activation, you must connect the cable modem directly to a computer. After installation and activation, you can connect the cable modem to a router. For more information on how to set up your router, see the documentation that came with your router.
2. 2 Manage and Monitor After you set up the cable modem, you do not need to log in to the cable modem for normal operation. However, you can log in to the cable modem to change a very limited number of settings and monitor the cable modem. In the unlikely situation that you experience problems with the cable connection and cannot get an Internet connection, technical support might ask you to log in to the cable modem.
CM500 High Speed Cable Modem Log In to the Cable Modem After you set up the cable modem, you do not need to log in to the cable modem for normal operation. To log in to the cable modem, you must use a web browser such as Microsoft Internet Explorer 5.0 or later, Firefox Mozilla 2.0 or later, Safari 1.4 or later, or Google Chrome 11.0 or later. To log in to the cable modem: 1.
CM500 High Speed Cable Modem 4. Select Cable Connection. The Startup Procedure section displays the initialization progress. The Downstream Bonded Channels section displays the status of each channel. 5. To see the Upstream Bonded Channels section and system time, scroll down. View Cable Modem Status You can view some basic information about the cable modem. To view cable modem status: 1.
CM500 High Speed Cable Modem The Cable Information screen displays the following: • Hardware Version. The version of the cable modem model. • Firmware Version. The version of the cable modem firmware. • Cable Modem Serial Number. The serial number of the cable modem. • CM Certificate. The status of the cable modem certificate. If Not installed displays as the status, contact your cable Internet provider. • CM MAC. The MAC address of the cable modem.
CM500 High Speed Cable Modem The Event Log screen shows the following information: • Time. The time the event log entry was recorded. The correct time displays only after the cable modem successfully connects to the cable Internet provider’s network. • Priority. The severity for the event log entry. • Description. A description of the event log entry. 5. To refresh the log screen, click the Refresh button. 6. To clear the log entries, click the Clear Log button.
CM500 High Speed Cable Modem 5. Type the old password. 6. Type the new password in the Set Password field. 7. Type the new password in the Repeat New Password field. 8. Click the Apply button. Your change takes effect. Reboot the Cable Modem Rebooting the cable modem disconnects all computers from the cable modem’s local area network (LAN). After the cable modem is finished booting and reestablishes a connection with the cable Internet provider’s network, the devices reconnect to the cable modem’s LAN.
CM500 High Speed Cable Modem 5. Click the Reboot button. A confirmation message displays. 6. Click the OK button. The cable modem reboots. Reset the Cable Modem to Factory Default Settings To reset the cable modem to factory default settings, you can use either the Reset button on the back panel of the cable modem or the Factory reset software button. However, if you changed the default password to access the cable modem and lost the password, you must use the Reset button on the back panel.
CM500 High Speed Cable Modem 3. Using a straightened paper clip, press and hold the Reset button for about seven seconds until all LEDs blink. 4. Release the Reset button. The configuration is reset to factory default settings. When the reset is complete, the cable modem reboots. This process takes about one minute. WARNING: To avoid the risk of corrupting the firmware, do not interrupt the reset.
CM500 High Speed Cable Modem A confirmation message displays. 6. Click the OK button. The configuration is reset to factory default settings. When the reset is complete, the cable modem reboots. This process takes about one minute. WARNING: To avoid the risk of corrupting the firmware, do not interrupt the reset. For example, do not close the browser, click a link, or load a new page. Do not turn off the cable modem.
CM500 High Speed Cable Modem 5. In the Starting Frequency field, type a number as instructed by your cable Internet provider. WARNING: Do not change the starting frequency unless your cable Internet provider instructs you to do so. Changing the starting frequency incorrectly causes serious connection and Internet problems. 6. Click the Apply button. Your change takes effect.
3. 3 Troubleshooting This chapter provides information about troubleshooting your cable modem. The chapter includes the following sections: • Use LEDs to Troubleshoot • Cannot Log In to the Cable Modem • Troubleshoot the Cable Internet Connection Note: NETGEAR provides helpful articles and documentation at http://support.netgear.com.
CM500 High Speed Cable Modem Use LEDs to Troubleshoot The following table provides help when you are using the LEDs for troubleshooting. Table 2. Troubleshooting with LEDs LED Behavior Action All LEDs are off when the cable modem is plugged in. • • • All LEDs stay on. The Ethernet LED is off a port with an Ethernet connection. for • • Clear the configuration of the cable modem to its factory defaults. If the error persists, a hardware problem occurred. Contact technical support.
CM500 High Speed Cable Modem Cannot Log In to the Cable Modem If you cannot access the cable modem from computer that is connected to the cable modem or to a router that is connected the cable modem, check the following: • If your computer is connected to the cable modem with an Ethernet cable, check the connection. • Make sure that your computer’s IP address is on the same subnet as the cable modem. The IP address of your computer must be in the range of 192.168.100.2 to 192.168.100.254.
A. Technical Specifications A The following table lists the technical specifications for the cable modem. Table 3. Technical specifications Feature Specification Power adapter • • Input: 110–120V, 47–60 Hz Output: 12 VDC, 1.5A Physical specifications • • Dimensions (W x D x H): 2.4 x 4.9 x 7.3 in. (60 x 124 x 185 mm) Weight: 0.62 lb (0.
