Arris SURFboard SBV2402 User Manual Download Page 4 | Manualshive

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PN 365-095-33947 x.1

SBV2402 Internet & Voice cable modem for Xfinity® customers user guide

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7.

Troubleshooting ..................................................................................................... 27

Solutions .......................................................................................................................... 27

The SBV2402 is plugged in, but the power light is off ..................................................... 27

I cannot access the internet ............................................................................................ 27

I cannot access the internet (Ethernet) ........................................................................... 28

I can get on the internet, but everything is slow ............................................................. 28

I do not have a dial tone when I pick up the phone ........................................................ 28

Contact ARRIS consumer support .................................................................................... 29

8.

Warranty information ............................................................................................. 30

9.

Glossary .................................................................................................................. 32

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Summary of Contents for SURFboard SBV2402

Page 1: ...SURFboard SBV2402 Internet Voice cable modem for Xfinity customers user guide March 2019 Copyright 2019 ARRIS Enterprises LLC All rights reserved...

Page 2: ...terprises LLC Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks or the names of their products ARRIS disclaims proprietary interest in th...

Page 3: ...Rear panel 14 Telephony modem label 15 4 Installing the telephony modem 16 Choose an installation location 16 Connect the SBV2402 to your client device 17 Connect your telephone 18 Wall mount the SBV...

Page 4: ...ions 27 The SBV2402 is plugged in but the power light is off 27 I cannot access the internet 27 I cannot access the internet Ethernet 28 I can get on the internet but everything is slow 28 I do not ha...

Page 5: ...cked there must not be any voltages Cancellation of telephone service is not adequate Failure to do so may result in loss of service and or permanent damage to the telephony modem Risk of shock Mains...

Page 6: ...s connected to a local computer through Ethernet cables the computer must be properly grounded to the building residence AC ground network All plug in cards within the computer must be properly instal...

Page 7: ...fications to this equipment not expressly approved by ARRIS could void the user s authority to operate the equipment FCC declaration of conformity ARRIS Enterprises LLC 3871 Lakefield Drive Suwanee GA...

Page 8: ...ot 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 Recyc...

Page 9: ...Network LAN In addition the SBV2402 provides two separate lines of telephone service About your new SBV2402 The SURFboard SBV2402 is DOCSIS 3 0 compliant with the following features Speed much faster...

Page 10: ...tact information for obtaining technical support assistance with any issues you may have with your SURFboard device SBV2402 Quick Start Guide Provides information for installing the telephony cable mo...

Page 11: ...ectors to connect the RF splitter to the cable outlet and then connect the SBV2402 and TV to the splitter Note Using several splitters in a line may deteriorate the quality of your television display...

Page 12: ...em for Xfinity customers user guide 12 Mac OS 10 4 or later UNIX Linux Contact information For technical support FAQs product documentation and additional ARRIS product information Visit the ARRIS sup...

Page 13: ...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...

Page 14: ...pening on the back of your SBV2402 2 Press and hold the indented Reset button for three to four seconds only 3 Remove the small object from the Reset opening Reset the telephony modem configuration Re...

Page 15: ...s in progress Coaxial cable connector Power port 100 240 VAC Power connector WARNING To avoid any damage to the SBV2402 only use the power cord provided in the SBV2402 box Telephony modem label The te...

Page 16: ...are preferably near existing cable phone and electrical wall outlets If a cable outlet is not conveniently located check with your service provider to install one CAUTION Risk of equipment damage Only...

Page 17: ...rvice is not adequate Failure to do so may result in loss of service and or permanent damage to your SBV2402 Before installing your SBV2402 Check with your service provider or local cable company to e...

Page 18: ...al wall outlet that is not controlled by a wall switch Note This automatically powers ON your SBV2402 Connect your telephone If you are migrating your current XFINITY service from an existing device y...

Page 19: ...1 5 38 1 mm self tapping panhead screws not included a drill with 1 4 6 mm bit not included For mounting on plywood or studs two 6 x 1 5 38 1 mm self tapping panhead wood screws not included Screw dri...

Page 20: ...h the following steps to set up your new Xfinity telephony service account and activate your SBV2402 3 Click or type xfinity com activate to open the Xfinity Activation page 4 Follow the online instru...

Page 21: ...econds 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 If this pattern persists for more than 10 secon...

Page 22: ...phony 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...

Page 23: ...k to view any of the other available screens View the SBV2402 network connection status Use the SBV2402 web manager to view and monitor the network configuration settings and operational status of you...

Page 24: ...7 x 1 SBV2402 Internet Voice cable modem for Xfinity customers user guide 24 HW FW versions screen The HW FW versions screen includes release and model information for the SBV2402 hardware and firmwar...

Page 25: ...uide 25 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 stat...

Page 26: ...Chapter 6 Using the telephony modem web manager PN 365 095 33947 x 1 SBV2402 Internet Voice cable modem for Xfinity customers user guide 26...

Page 27: ...s on Finally check the fuse or circuit breaker panel I cannot access the internet The first time you power up your SBV2402 may take over 30 minutes to establish a connection especially if there are ma...

Page 28: ...your SBV2402 The following steps should help in identifying the source of the problem 1 Is the Power LED lit If not check to make sure your SBV2402 is plugged into an electrical wall outlet and the ou...

Page 29: ...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 Contact your service provider or a qualified wiring technician to correct t...

Page 30: ...e and exclusive obligation under this Limited Warranty for retail sales shall be to repair or replace any Product or Software that does not meet this Limited Warranty All warranty claims must be made...

Page 31: ...OR DAMAGED THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have arising out of or in connection with this Product whether made or suffered by you or another person and w...

Page 32: ...two hubs or a hub and a cable modem together Also some ethernet hubs may have built in cross over on one or more ports which eliminates the need for a cross over cable D DHCP Dynamic host configuratio...

Page 33: ...etworks a master headend often feeds several remote headends to provide distributed services HTTP Hypertext transfer protocol A set of rules for transferring text graphic and multi media files on the...

Page 34: ...telephones RJ 45 A standard 8 conductor modular connector commonly used on Ethernet cable An RJ 45 connector looks like a wide RJ 11 telephone connector S Splitter A small box with three cable connec...

Page 35: ...Corporate Headquarters ARRIS Suwanee Georgia 30024 USA www arris com...

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