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Chapter 6: Troubleshooting tips

Modem problem

Possible solution

■

If none of the above solutions resolves the problem,

contact your service provider for assistance.

Front panel LED icons and error conditions

The T25 front panel LED icons provide status information for the following error conditions:

Front panel LED icons and error conditions

LED Icon

Status

If, During Startup:

If, During Normal Operation

OFF

T25 is not properly plugged into

the electrical outlet

T25 is unplugged

BLINKING

Upstream (Send) channel or

Downstream (Receive) channel

cannot be acquired

Upstream channel is lost
Downstream channel is lost

BLINKING

IP registration is unsuccessful

IP registration is lost

OFF

Telephone is not detected

Telephone is disconnected

OFF

Telephone is not detected

Telephone is disconnected

SURFboard

T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5

Содержание ARRIS SURFboard T25

Страница 1: ...SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 P N 365 095 33655 ...

Страница 2: ...he property of their respective owners Wi Fi Alliance Wi Fi the Wi Fi logo the Wi Fi CERTIFIED logo Wi Fi protected access WPA the Wi Fi Protected Setup logo and WMM are registered trademarks of Wi Fi Alliance Wi Fi Protected Setup Wi Fi Multimedia and WPA2 are trademarks of Wi Fi Alliance CommScope provides this guide without warranty of any kind implied or expressed including but not limited to ...

Страница 3: ...nce use only the provided power and interface cables and install them properly Different types of cord sets may be used for connections to the main POWER supply circuit Use only a main line cord that complies with all applicable device safety requirements of the country of use Installation of this device must be in accordance with national wiring codes and conform to local regulations Operate this...

Страница 4: ...evice with any other objects Keep the device away from excessive heat and humidity and keep the device free from vibration and dust Wipe the device with a clean dry cloth Never use cleaning fluid or similar chemicals Do not spray cleaners directly on the device or use forced air to remove dust For added protection unplug the device from the wall outlet and disconnect the cables to avoid damage to ...

Страница 5: ...ng two conditions 1 This device may not cause harmful interference and 2 This device must accept any interference received including interference that may cause undesired operation CAUTION Any changes or modifications not expressly approved by CommScope for compliance could void the user s authority to operate the equipment FCC Declaration of Conformity CommScope Inc 3871 Lakefield Drive Suwanee G...

Страница 6: ...ur residential or commercial waste Contact your local authorities for information about practices established for your region If collection systems are not available call ARRIS Technical Support at 1 877 466 8646 for assistance SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 6 ...

Страница 7: ...ng the cable modem Web Manager 22 Web Manager menu links 22 Change the default password 22 View the T25 network connection status 22 Status screen 23 Event Log screen 26 HW FW Versions screen 26 Registration Status CM State 27 Chapter 5 Managing your telephony cable modem and connected networks 28 Reboot and reset the T25 28 Reboot or restart your T25 using the Reset button 28 Reset the T25 config...

Страница 8: ...ions you need a cable service connection with a cable Internet Service Provider The T25 will not work with DSL or satellite Internet service This guide provides instructions for installing your T25 About your T25 The T25 telephony modem is DOCSIS 3 1 compliant with the following features Speed much faster than dialup or ISDN service DOCSIS 3 1 is 10 times faster than DOCSIS 3 0 Connectivity suppor...

Страница 9: ... secure connection on your home network Additional item s needed not included The following item is not included in the box and must be purchased separately if required Coaxial coax cable if one is not already connected to a cable wall outlet RF splitter for additional coaxial cable connections such as a set top box or Smart TV Ethernet cable for each additional Ethernet enabled device System requ...

Страница 10: ...ly supported they should still function with this model Macintosh 10 4 or higher UNIX Linux Contact information For technical support and additional ARRIS product information Visit the ARRIS Support website http www arris com selfhelp Call ARRIS Technical support 1 877 466 8646 SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 12 ...

Страница 11: ...n Solid Not applicable LED does not blink Power is properly connected with the device power cord Scanning for Upstream Send channel and Downstream Receive channel connection Upstream and Downstream channels are connected SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 13 ...

Страница 12: ...wing table shows light patterns during normal operation T25 light patterns normal operation Mode Power US DS Online Tel 1 Tel 2 AC power On On Connected to the Internet ultra high speed Flash Not connected to the Internet On Internet available Off Internet not available On On hook Flash Off hook Off disabled No AC power Off Off Off Off Firmware upgrade On Flash On normal operation Patterns startup...

Страница 13: ...formation On Off Flash Retrieving telephone network information On Flash Flash Activating telephone service Cable modem startup sequence DS US Online Description Flash Off Downstream or upstream search On Flash Downstream and upstream found retrieving setup information from service provider On On Ready for service Rear panel T25 Rear View SURFboard T25 Cable Modem with Xfinity Voice User Guide STA...

Страница 14: ... to the factory default settings 1 Insert the end of a small pointed non metallic object with a narrow tip into the Reset opening on the back of your T25 2 Press and hold the indented Reset button for 10 seconds or until the front panel LEDs flash 3 Remove the small object from the Reset opening Note For network security purposes ARRIS recommends that you change the default admin password on your ...

Страница 15: ...ervice is not operational Specifications for T25 power usage Model Condition App Power VA T25 Idle 19 917 Full 30 740 Telephony cable modem label The telephony cable modem label is located on the bottom of your T25 It contains the voice modem information that you may need when contacting your service provider or ARRIS To receive Internet service contact your service provider for assistance You may...

Страница 16: ...ne and power outlets are available near the T25 If a cable outlet is not conveniently located your service provider can install a new one Broadband cable service is available in your area To set up a Wi Fi network you will need a router and high speed Internet connection provided by Comcast Install the T25 T25 connection diagram 1 Check that a coaxial cable is already connected to a cable wall out...

Страница 17: ...y have Telephony service from Comcast call 1 800 Xfinity 1 800 934 6489 to set up an account that includes Telephony service 1 Connect the 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 T25 3 Optional For a second telephone connect a telephone cord of a single line telephone to the TEL 2 port on ...

Страница 18: ... the T25 you may be automatically redirected to the page If you are not redirected then type xfinity com activate in the browser 3 Access the site using your telephone number or your Xfinity account log in credentials SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 20 ...

Страница 19: ...rm that your phone has a dial tone The ARRIS SURFboard website or your selected website should open If the website fails to open please call Comcast Customer Support at 1 855 OK BEGIN 1 855 652 3446 to set up your Internet service or activate your T25 SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 21 ...

Страница 20: ... password 1 Navigate to http 192 168 100 1 The T25 main screen opens 2 Click Admin 3 In the Change Password section enter your old and new password 4 Confirm the new password 5 Click Apply to update your password If at any time you lose your new password you will have to perform a factory reset using the button on the rear of the T25 This will restore the factory defaults on your T25 and allow you...

Страница 21: ...can also configure Energy Efficient Ethernet EEE front panel indicators and link aggregation T25 Status screen Configure Energy Efficient Ethernet for T25 devices T25 devices support Energy Efficient Ethernet EEE EEE IEEE 802 3az reduces power consumption on unused or idle Ethernet ports To configure Energy Efficient Ethernet 1 Navigate to http 192 168 100 1 SURFboard T25 Cable Modem with Xfinity ...

Страница 22: ...s page opens 2 Scroll down to the Front Panel Indicators block 3 Click the indicator that you want the front panel to show then click Apply Always Active This front panel indicator displays the current status and alert conditions Choose this mode to see the status at all times Active on Alerts This front panel indicator is only active when alert conditions are active In this mode you can choose wh...

Страница 23: ...vice with two Ethernet ports to use both for a single connection effectively doubling the available bandwidth between the device and T25 To configure link aggregation 1 Navigate to http 192 168 100 1 The Status page opens 2 Scroll down to the Interface Parameters block 3 Set the link aggregation method LACP 802 3ad Dynamic link aggregation always use for MacOS Balanced XOR None turns off Link aggr...

Страница 24: ...uding the date and time of the event the event ID and the event level T25 Event Log screen HW FW Versions screen The HW FW Versions screen includes release and model information for the T25 hardware and firmware This information includes the serial number for your T25 SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 26 ...

Страница 25: ...Registration Status CM State The Registration Status screen shows the current operating status of T25 with regards to DOCSIS and telephony connections T25 Registration Status CM State screen SURFboard T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x 5 27 ...

Страница 26: ...ur T25 using the Reset button page 28 Reset the T25 configuration using the Reset button page 29 Reboot or restart your T25 using the Reset button 1 Insert the end of a paper clip or other small object with a narrow tip into the Reset opening on the rear of your T25 T25 reset button 2 Press and hold the indented Reset button for three to four seconds only 3 Remove the paper clip or small object fr...

Страница 27: ...r other small object with a narrow tip into the Reset opening on the rear of your T25 2 Press and hold the Reset button for 10 seconds and then release 3 Remove the paper clip or small object from the Reset opening Exit the T25 Web Manager To exit your T25 Web Manager Click the Close button in the upper right corner of the web browser window SURFboard T25 Cable Modem with Xfinity Voice User Guide ...

Страница 28: ...coaxial cable connection on the cable modem and cable wall outlet Use your hand to tighten each connector if necessary Check the Ethernet cable to make sure it is properly connected to the cable modem and computer On the front panel check the status of the LED icons and refer to Front panel LED icons and error conditions page 31 to identify the problem If you have cable television service check yo...

Страница 29: ...itions LED Icon Status If During Startup If During Normal Operation OFF T25 is not properly plugged into the electrical outlet T25 is unplugged BLINKING Upstream Send channel or Downstream Receive channel cannot be acquired Upstream channel is lost Downstream channel is lost BLINKING IP registration is unsuccessful IP registration is lost OFF Telephone is not detected Telephone is disconnected OFF...

Страница 30: ...oduct directly from ARRIS or from a ARRIS authorized retail reseller ARRIS does not warrant this Product to you the end user A limited warranty for this Product including Software may have been provided to your cable operator or Internet Service Provider Service Provider from whom you obtained the Product Please contact your Service Provider if you experience problems with this Product General Inf...

Страница 31: ...ther person and whether based in contract or tort IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT INDIRECT GENERAL SPECIAL INCIDENTAL CONSEQUENTIAL EXEMPLARY OR OTHER DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS OR FROM...

Страница 32: ...Corporate Headquarters CommScope Hickory North Carolina 28602 USA www commscope com ...

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