Arris SBV3202 User Manual

SURFboard® SBV3202 DOCSIS® 3.0 Telephony Modem for Xfinity® Customers

User Guide

November 2018

P/N 365-095-32810 x.2

ARRIS Copyrights and Trademarks

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.

ARRIS, SURFboard, and the ARRIS logo are all trademarks of ARRIS Enterprises, 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 the marks and names of others.

ARRIS provides this guide without warranty of any kind, implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. ARRIS may make improvements or changes in the product(s) described in this manual at any time.

The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice.

Patent notice

Protected under one or more of the following U.S. patents: www.arris.com/legal. Other patents pending.

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. Product overview ...................................................................................................... 8

Get support ........................................................................................................................ 8

3. Getting started ......................................................................................................... 9

About your new SBV3202 .................................................................................................. 9

What’s in the box ............................................................................................................... 9

Items you need .................................................................................................................. 9

Set up service ................................................................................................................... 10

System requirements ...................................................................................................... 11

About this manual ........................................................................................................... 11

What about security? ...................................................................................................... 12

Ethernet connection ........................................................................................................ 12

4. Battery installation and removal ............................................................................. 14

Introduction ..................................................................................................................... 14

Basic battery installation and replacement ..................................................................... 15

Extended battery installation and replacement .............................................................. 17

Maximum battery installation and replacement ............................................................ 19

Battery usage and storage conditions ............................................................................. 20

Battery disposal guidelines ..................................................................................... 20

Getting battery status ...................................................................................................... 21

5. Install and connect your telephony modem ............................................................ 22

Front panel ...................................................................................................................... 22

Rear panel ........................................................................................................................ 23

Selecting an installation location ..................................................................................... 23

Mount the Telephony Modem ........................................................................................ 24

Tools and materials ................................................................................................. 24

Location ................................................................................................................... 24

Wall mounting instructions .................................................................................... 24

Desktop mounting instructions .............................................................................. 26

Connecting the SBV3202 ................................................................................................. 26

6. Using the Telephony Modem .................................................................................. 28

Indicator lights for the SBV3202 ...................................................................................... 28

Battery mismatch .................................................................................................... 28

Wiring problems ..................................................................................................... 28

Patterns: normal operation .................................................................................... 29

Patterns: startup sequence ..................................................................................... 29

Using the Reset button ........................................................................................... 30

Booting from the battery ........................................................................................ 30

7. Using the Telephony Modem Web Manager ........................................................... 31

SBV3202 Web Manager menu links ................................................................................ 31

Status screen ........................................................................................................... 32

HW/FW versions screen ......................................................................................... 32

Event log screen ...................................................................................................... 33

Registration status (CM state) ................................................................................ 34

8. Troubleshooting ..................................................................................................... 35

The SBV3202 is plugged in, but the power light is off ..................................................... 35

I'm not getting on the Internet ........................................................................................ 35

I'm not getting on the Internet (Ethernet) ...................................................................... 35

I can get on the Internet, but everything is slow ............................................................ 36

I don't have a dial tone when I pick up the phone .......................................................... 36

Contact ARRIS consumer support .................................................................................... 37

9. Warranty Information ............................................................................................. 38

10. Glossary .................................................................................................................. 40

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. Physical connections to the previous telephone provider must be removed and the wiring must be checked; there must not be any voltages. Cancelation 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 voltages inside this unit. No user serviceable parts inside. Refer service to qualified personnel only!

 Risk of explosion

Replacing the battery with an incorrect type, heating a battery above 75°C, or incinerating a battery, can cause product failure and a risk of fire or battery explosion. Do not dispose of in fire. Recycle or dispose of used batteries responsibly and in accordance with local ordinances. See Caring for the environment by recycling your

ARRIS equipment (page 7) for more information.

• The Telephony Modem is designed to be connected directly to a telephone.

• Connecting the Telephony Modem to the home’s existing telephone wiring should

only be performed by a professional installer.

• Do not use product near water (i.e. wet basement, bathtub, sink or near a swimming

pool, etc.), to avoid risk of electrocution.

• Do not use the telephone to report a gas leak near the leak.

• The product shall be cleaned using only a damp, lint-free, cloth. No solvents or

cleaning agents shall be used.

• Do not use spray cleaners or aerosols on the device.

• Avoid using and/or connecting the equipment during an electrical storm, to avoid

risk of electrocution.

• Do not locate the equipment within 6 feet (1.9 m) of a flame or ignition source (i.e.

heat registers, space heaters, fireplaces, etc.).

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. In the European Union and in certain other countries, CATV installation equipotential bonding requirements are specified in IEC 60728-11, Cable networks for television signals, sound signals and interactive services, Part 11: Safety. This equipment is intended to be installed in accordance with the requirements of IEC 60728-11 for safe operation.

• If the equipment is to be installed in an area serviced by an IT power line network, as

is found in many areas of Norway, special attention should be given that the installation is in accordance with IEC 60728-11, in particular Annex B and Figure B.4.

• In areas of high surge events or poor grounding situations and areas prone to

lightning strikes, additional surge protection may be required (i.e. PF11VNT3 from American Power Conversion) on the AC, RF, Ethernet and Phone lines.

• When the Telephony Modem is 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 installed and grounded to the computer frame per the manufacturer’s specifications.

• Ensure proper ventilation. Position the Telephony Modem so that air flows freely

around it and the ventilation holes on the unit are not blocked.

• Do not mount the Telephony Modem on surfaces that are sensitive to heat and/or

which may be damaged by the heat generated by the modem, its power supply, or other accessories.

FCC Part 15

This equipment has been tested and found to comply with the requirements for a Class B digital device under Part 15 of the Federal Communications Commission (FCC) rules. These requirements are intended to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

 Reorient or relocate the receiving antenna.  Increase the separation between the equipment and receiver.  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.

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.

RF exposure

This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment. This equipment should be installed and operated with minimum distance of

11.8 inches (30 cm) between the radiator and your body. This transmitter must not be co-located or operating in conjunction with any other antenna or transmitter.

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

www.arris.com/corporateresponsibility. You may also contact your local community

authorities for information regarding where you may dispose of your ARRIS devices.

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.

The SBV3202 provides an Ethernet connection for use with either a single computer or home/office Local Area Network (LAN). In addition, the SBV3202 provides for up to two separate lines of telephone service.

Get support

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

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

1.1; supports tiered data services (if offered by your service provider).

• Telephony services: PacketCable™ 2.0 compliant.

What’s in the box

Check that the following items are included in the box before installing the SBV3202:

 SBV3202 telephony modem  Power cord  Ethernet cable (CAT5e)  SBV3202 Quick Start Guide  Software License & Warranty Card

Items you need

If you are installing the SBV3202, make sure you have the following items on hand before continuing:

 SBV3202 package: see What’s in the box (above) for the list of items included in the

SBV3202 box.

 Coaxial cable (coax): This is a round cable with a connector on each end. It is the same

kind of wire used to connect to your television for cable TV. You can buy coax from any electronics retailer and many discount stores; make sure it has connectors on both ends. Be sure that the coax cable you choose has screw-on connectors. The coax should be long enough to reach from your SBV3202 to the nearest cable outlet.

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. You may need a splitter if you have a TV already connected to the cable outlet that you want to use. You can buy a splitter from any electronics retailer and most discount stores; you may also need a short piece of coax cable (with connectors); use it to connect the splitter to the cable outlet and then connect the SBV3202 and TV to the splitter.

Note: Using several splitters in a line may deteriorate the quality of your television,

telephone, and/or internet connection.

 Wall-mounting hardware (optional): if you want to wall-mount your SBV3202, you need

to obtain two drywall anchors or wood screws.

 Information packet: your service provider should furnish you with a packet containing

information about your service and how to set it up. Read this information carefully and contact your service provider if you have any questions.

Set up service

Before you can use your new SBV3202, visit xfinity.com/activate to establish an Internet account and telephone service. You will need the following information to activate your account:

 SBV3202 serial number (see the telephony modem label affixed on the bottom of the

SBV3202)

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). Check that you have the following information before calling:

 your XFINITY account number  phone number associated with your account  your user name and password

System requirements

 High-speed Internet access account  Web browser access: Internet Explorer, Google Chrome, Firefox, or Safari  Compatible operating systems:

• Windows 10

• Windows 8

• Windows 8.1

• Windows 7 Service Pack 1 (SP1)

Note: Although older versions of Microsoft Windows operating systems are no longer specifically supported, they should still function with this model.

• macOS 10.4 or later

• UNIX

• Linux

About this manual

This manual covers the ARRIS SURFboard SBV3202 Telephony Modem. The model number is on the label affixed to the bottom of the SBV3202.

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.

 Keep your email program updated with the latest security patches. In addition, avoid

opening email containing attachments, or opening files sent through chat rooms, whenever possible.

 Install a virus checker and keep it updated.

 Avoid providing web or file-sharing services over your SBV3202. Besides certain

vulnerability problems, most cable companies prohibit running servers on consumerlevel accounts and may suspend your account for violating your terms of service.

 Use the service provider’s mail servers for sending email.

 Avoid using proxy software unless you are certain that it is not open for abuse by other

Internet users (some are shipped open by default). Criminals can take advantage of open proxies to hide their identity when breaking into other computers or sending spam. If you have an open proxy, your service provider may suspend your account to protect the rest of the network.

Ethernet connection

Ethernet is a standard method of connecting two or more computers into a Local Area Network (LAN). You can use the Ethernet connection if your computer has built-in Ethernet hardware.

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.

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