Arris SVG2482AC User Manual

SURFboard® SVG2482AC Wireless Voice Gateway

For XFINITY® Customers

User Guide

April 2017

ARRIS Copyrights and Trademarks

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.

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.

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.

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.

Table of Contents

1. Safety and Regulatory Information .......................................................................... 5

Important Safety Instructions ............................................................................................ 5

FCC Statements .................................................................................................................. 7

Wireless LAN Information.................................................................................................. 8

Caring for the Environment by Recycling Your ARRIS Equipment ..................................... 9

2. Getting Started ..................................................................................................... 10

Introduction ..................................................................................................................... 10

In The Box ............................................................................................................... 10

System Requirements ...................................................................................................... 11

Contact Information ........................................................................................................ 12

3. Product Overview ................................................................................................. 13

Front Panel ...................................................................................................................... 13

Wi-Fi Protected Setup™ (WPS) ............................................................................... 14

Rear Panel ........................................................................................................................ 14

Gateway Label ................................................................................................................. 16

4. Installing the Gateway .......................................................................................... 17

Connect the SVG2482AC to Your Client Device .............................................................. 17

Connect Your Telephone ........................................................................................ 18

Install the Battery ................................................................................................... 19

Establish an Internet Connection .................................................................................... 19

5. Setting Up a Wireless Network Connection ............................................................ 21

Set Up a Wireless Network Connection Using Your Client Device .................................. 21

Quick Connect Using the Windows Taskbar ........................................................... 22

Connect Using the Windows Control Panel ............................................................ 25

Connect Your WPS-Enabled Device ................................................................................. 27

Test Your Wireless Network Connection ......................................................................... 27

6. Using the Gateway Web Manager ......................................................................... 28

Start the SVG2482AC Web Manager ............................................................................... 28

SVG2482AC Web Manager Menu Links .................................................................. 30

Exit the SVG2482AC Web Manager ................................................................................. 32

7. Configuring Your Wireless Network ....................................................................... 33

Set Up Your Wireless Network ........................................................................................ 33

Set Up WPS on Your Wireless Network ........................................................................... 36

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8. Protecting & Monitoring Your Wireless Network ................................................... 38

Prevent Unauthorized Access .......................................................................................... 38

Change the Default Administrator Password .................................................................. 38

Logging on to the SVG2482AC ................................................................................ 39

Changing Your Admin Password ............................................................................. 41

Set Up Firewall Protection ............................................................................................... 41

Set Up Parental Control ................................................................................................... 44

Manage Website Access ......................................................................................... 44

Set Up Port Forwarding ................................................................................................... 46

Set Up Port Triggers ......................................................................................................... 48

Set Up the DMZ Host ....................................................................................................... 49

9. Managing Your Gateway and Connected Networks ............................................... 51

View the Gateway Hardware Information ...................................................................... 51

View the Gateway Software Version ............................................................................... 51

View the Gateway Network Connections ........................................................................ 52

View the Network Connection Settings .......................................................................... 53

View the XFINITY Network Connection Status ................................................................ 54

Reboot Your SVG2482AC ................................................................................................. 55

Reboot SVG2482AC Using the Reset Button .......................................................... 55

Reboot SVG2482AC Using the Web Manager ........................................................ 55

Reset Your SVG2482AC .................................................................................................... 56

Reset SVG2482AC Using the Reset Button ............................................................. 57

Reset SVG2482AC Using the Web Manager ........................................................... 57

Exit the SVG2482AC Web Manager ................................................................................. 58

10. Troubleshooting Tips ............................................................................................. 59

Solutions .......................................................................................................................... 59

Front Panel LED Icons and Error Conditions .................................................................... 60

11. Warranty Information ........................................................................................... 62

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Safety and Regulatory Information

Important Safety Instructions

Read This Before You Begin — When using your equipment, basic safety precautions should always be followed to reduce the risk of fire, electric shock, and injury to persons, including the following:

 Read all of the instructions listed here and/or in the user manual before you operate this

device. Give particular attention to all safety precautions. Retain the instructions for future reference.

 This device must be installed and used in strict accordance with manufacturer’s

instructions, as described in the user documentation that is included with the device.

Chapter 1

 Comply with all warning and caution statements in the instructions. Observe all warning

and caution symbols that are affixed to this device.

 To prevent fire or shock hazard, do not expose this device to rain or moisture. The device

must not be exposed to dripping or splashing. Do not place objects filled with liquids, such as vases, on the device.

 This device was qualified under test conditions that included the use of the supplied

cables between system components. To ensure regulatory and safety compliance, use only the provided power and interface cables and install them properly.

 Use only the Power cord supplied for this model in the original packaging or supplied as a

replacement by ARRIS or your service provider.

 Installation of this device must be in accordance with national wiring codes and conform

to local regulations.

 Operate this device only from the type of power source indicated on the device’s marking

label. If you are not sure of the type of power supplied to your home, consult your dealer or local power company.

 Do not overload outlets or extension cords, as this can result in a risk of fire or electric

shock. Overloaded electrical outlets, extension cords, frayed power cords, damaged or cracked wire insulation, and broken plugs are dangerous. They may result in a shock or fire hazard.

 Route power supply cords so that they are not likely to be walked on or pinched by items

placed upon or against them. Pay particular attention to cords where they are attached to plugs and convenience receptacles, and examine the point where they exit from the device.

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Chapter 1: Safety and Regulatory Information

 Place this device in a location that is close enough to an electrical outlet to accommodate

the length of the power cord.

 Place the device to allow for easy access when disconnecting the power cord of the device

from the electrical wall outlet.

 Do not connect the plug into an extension cord, receptacle, or other outlet unless the plug

can be fully inserted with no part of the blades exposed.

 Place this device on a stable surface.

 Avoid damaging the device with static by touching the coaxial cable when it is attached to

the earth-grounded coaxial cable-TV wall outlet.

 Always first touch the coaxial cable connector on the device when disconnecting or

reconnecting the Ethernet cable from the device or user’s PC.

 It is recommended that the customer install an electrical surge protector in the electrical

outlet to which this device is connected. This is to avoid damaging the device by local lightning strikes and other electrical surges.

 Postpone installation until there is no risk of thunderstorm or lightning activity in the area.

 Do not use this product near water: for example, near a bathtub, washbowl, kitchen sink

or laundry tub, in a wet basement, or near a swimming pool.

 Do not cover the device or block the airflow to the device 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 this device during lightning activity or power surges.

 Upon completion of any service or repairs to this device, ask the service technician to

perform safety checks to determine that the device is in safe operating condition.

 Do not open the device. Do not perform any servicing other than that contained in the

installation and troubleshooting instructions. Refer all servicing to qualified service personnel.

 This device should not be used in an environment that exceeds 104° F (40° C).

SAVE THE ABOVE INSTRUCTIONS

Note to CATV System Installer — This reminder is provided to call the CATV system installer’s attention to Article 820.93 and 820.100 of the National Electric Code, which provides guidelines for proper grounding and, in particular, specifies that the Coaxial cable shield shall be connected to the grounding system of the building, as close to the point of cable entry as practical.

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FCC Statements

FCC Interference Statement

This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential environment. 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 device 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 device 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 and Regulatory Information

This device complies with Part 15 of the FCC Rules. Operation is subject to the following 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.

FCC Caution: Any changes or modifications not expressly approved by ARRIS for compliance could void the user’s authority to operate the equipment.

FCC Declaration of Conformity

ARRIS Enterprises, LLC, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard DOCSIS 3.0 Wireless Voice Gateway-SVG2482AC complies with 47 CFR Parts 2 and 15 of the FCC rules as a Class B digital device.

FCC Radiation Exposure Statement

This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment. To comply with the FCC RF exposure compliance requirements, the separation

distance between the antenna and any person’s body (including hands, wrists, feet and

ankles) must be at least 8 inches (20.3 centimeters).

This transmitter must not be co-located or operating in conjunction with any other antenna or transmitter except those already approved in this filing.

The availability of some specific channels and/or operational frequency bands are country dependent and are firmware programmed at the factory to match the intended destinations. The firmware setting is not accessible by the end user.

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Chapter 1: Safety and Regulatory Information

Wireless LAN Information

This device is a wireless network product that uses Direct Sequence Spread Spectrum (DSSS) and Orthogonal Frequency-Division Multiple Access (OFDMA) radio technologies. The device is designed to be interoperable with any other wireless DSSS and OFDMA products that comply with:

 The IEEE 802.11 Standard on Wireless LANs (Revision AC, Revision B, Revision G, and

Revision N), as defined and approved by the Institute of Electrical Electronics Engineers

 The Wireless Fidelity (Wi-Fi) certification as defined by the Wireless Ethernet Compatibility

Alliance (WECA).

Restrictions on the Use of Wireless Devices

In some situations or environments, the use of wireless devices may be restricted by the proprietor of the building or responsible representatives of the organization. For example, using wireless equipment in any environment where the risk of interference to other devices or services is perceived or identified as harmful.

If you are uncertain of the applicable policy for the use of wireless equipment in a specific organization or environment, you are encouraged to ask for authorization to use the device prior to turning on the equipment.

The manufacturer is not responsible for any radio or television interference caused by unauthorized modification of the devices included with this product, or the substitution or attachment of connecting cables and equipment other than specified by the manufacturer. Correction of the interference caused by such unauthorized modification, substitution, or attachment is the responsibility of the user.

The manufacturer and its authorized resellers or distributors are not liable for any damage or violation of government regulations that may arise from failing to comply with these guidelines.

Note: The use of the 5150-5250 MHz frequency band is restricted to Indoor Use Only.

Security Warning: This device allows you to create a wireless network. Wireless network connections may be accessible by unauthorized users. For more information on how to protect your network, see Protecting & Monitoring Your Wireless Network (page 38) in this guide for more information or visit the ARRIS Support website at www.arris.com/consumer (http://www.arris.com/consumer).

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Chapter 1: Safety and Regulatory Information

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. You may also contact your local community authorities for information regarding where you may dispose of your ARRIS devices.

Caring for the Environment by Recycling Your ARRIS Equipment

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Item

Description

Blinking

On (Solid)

SVG2482AC Wireless Voice Gateway

High-speed DOCSIS 3.0 cable modem, two wireless access points, and four-port Ethernet router

Power Cord

Power adapter and cord for an electrical wall outlet connection

Ethernet Cable

Standard Category 5 (CAT5) or higher network cable

Getting Started

Introduction

The ARRIS SURFboard® SVG2482AC is a DOCSIS 3.0® telephony cable modem and four-port Ethernet router device with Wi-Fi and optional battery backup. It uses DOCSIS 3.0 technology to provide ultra high-speed Internet access on your home or small business network. Using the connection capabilities of the gateway, you can connect your client device and other network-enabled devices via the four Ethernet ports or the 2.4 GHz and 5 GHz Wireless connections. The SVG2482AC connects to the existing coaxial cable connection in your home. The SVG2482AC also includes a Wi-Fi® Pairing (WPS) button option for quick and easy connections for your WPS-enabled devices.

Chapter 2

This guide provides instructions for installing and configuring your SVG2482AC, setting up secure wireless network connections, and managing your SVG2482AC and network configurations.

In The Box

Before installing the SVG2482AC, check that the following items are also included in the box. If any items are missing, please call ARRIS Technical Support at 1-877-466-8646 for assistance.

Table 1. SVG2482AC Package Contents

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Chapter 2: Getting Started

Item

Description

Blinking

On (Solid)

Software License & Warranty Card

Safety and regulatory information, software license, and warranty for the gateway

Support Information Card

Contact information for obtaining technical support assistance with any issues you may have with your SURFboard device.

SVG2482AC Quick Start Guide

Provides basic information for installing the gateway and setting up a secure wireless connection on your home network.

Additional Items Needed (Not Included)

The following items are 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 Requirements

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

 Windows®10  Windows 8  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.

 Mac® 10.4 or higher  UNIX®  Linux®

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Contact Information

For technical support and additional ARRIS product information:

 Visit the ARRIS Consumer Support website: www.arris.com/selfhelp  Call ARRIS Technical Support: 1-877-466-8646

Chapter 2: Getting Started

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LED Icon

Blinking

On (Solid)

WPS

BUTTON

WPS Pairing process is in progress.

Not applicable; LED will turn OFF after the WPS-enabled device is connected.

POWER

Not applicable – LED does not blink.

Power is properly connected with the device power cord and the battery is not connected.

Scanning for Upstream (Send) and Downstream (Receive) channel connection.

Upstream and Downstream channels are connected.

ONLINE

Scanning for an Internet connection.

SVG2482AC is connected to your home network.

Product Overview

Front Panel

Chapter 3

Figure 1: SVG2482AC Front View

Table 2. SVG2482AC Front Panel LED Icons

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LED Icon

Blinking

On (Solid)

WIRELESS

2.4 GHz wireless connection is active; SVG2482AC is sending or receiving Wi-Fi data.

Wi-Fi is enabled.

WIRELESS

5 GHz wireless connection is active; SVG2482AC is sending or receiving Wi-Fi data.

Wi-Fi is enabled.

TEL1

Telephone line 1 is off-hook or call is in progress.

Telephone service for line 1 is connected and activated; on-hook.

TEL2

Telephone line 2 is off-hook or call is in progress.

Telephone service for Line 2 is connected and activated; on-hook

BATTERY

AC power has failed or is not connected; battery charge is low; telephone is connected.

Battery is installed and fully charged.

Chapter 3: Product Overview

Wi-Fi Protected Setup™ (WPS)

Wi-Fi Protected Setup (WPS) is a wireless network setup option that provides a quick and easy solution for setting up a secure wireless network connection for any WPS-enabled device; such as a tablet, gaming device, or printer. WPS automatically configures your wireless network connections and sets up wireless security. See Connect Your WPS-Enabled Device (page 27) for more information.

Rear Panel

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Figure 2: SVG2482AC Rear View

Chapter 3: Product Overview

Port Name

Description

Reset Button

Recessed button located on the rear of your SVG2482AC can be used to restart your gateway. See Reset SVG2482AC Using the Reset Button (page

57) for more information.

USB 2.0 port connection to power on your USB device(s)

Telephone Line

Ports (1 & 2)

Two telephony ports for RJ-11 cable connections:

 VoIP connection for a single or two-line telephone  VoIP connection for a single-line telephone

Note: For an Alarm system connection, see Connect Your

Telephone (page 57) for more information.

Four one-gigabit Ethernet ports for RJ-45 cable connections:

 Yellow: LED is ON - Indicates a data transfer rate of one gigabit per

second

 Yellow: 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

Coaxial cable connector

MoCA

MoCA LED:

 ON – MoCA is enabled  OFF – MoCA is disabled

Note: This is a Comcast feature along with other components that

Comcast must install.

115 VAC Power Input connector

WARNING! To avoid any damage to your SVG2482AC, only use the

power cord provided in the box.

Table 3. SVG2482AC Rear Panel Ports & Connectors

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Gateway Label

Chapter 3: Product Overview

Figure 3: Sample SVG2482AC Gateway Labels

The gateway label is located on the bottom of the SVG2482AC. It contains the gateway information that you may need when contacting your service provider or ARRIS Technical

Support (page 12).

To receive Internet service, contact your service provider for assistance. You may need to provide the following information listed on the gateway label:

 Gateway Model name (SVG2482AC)  Gateway MAC address (HFC MAC)  Gateway Serial number (S/N)

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Installing the Gateway

Caution: This product 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.

Connect the SVG2482AC to Your Client Device

Before installing your SVG2482AC:

 Check with Comcast, your service provider, to ensure that broadband cable service is

available in your area.

Chapter 4

To set up a wireless network, you will need a high-speed Internet connection provided by Comcast.

Note: When contacting Comcast, you may need your gateway information listed on

the gateway label located on the bottom of your SVG2482AC (see Gateway Label page 15).

 Choose a location in your home where your client device and gateway are preferably near

existing cable and electrical wall outlets.

For the best Wi-Fi coverage in your home, a central location in your home or building is recommended.

Note: The following installation procedure covers the wired Ethernet connection

process so that you can confirm that the SVG2482AC was properly installed and can connect to the Internet.

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Chapter 4: Installing the Gateway

Figure 4: SVG2482AC Connection Diagram

1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not

included).

2. Connect the other end of the coaxial cable to the Cable connector on the rear of the

SVG2482AC.

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 an open Ethernet port on the rear of the

SVG2482AC.

Optional: Repeat steps 3 and 4 for an additional client device or other network device that you want to install as a wired connection on your home network.

5. Connect the power cord (included) to the Power port on the rear of the SVG2482AC.

6. Plug the other end of the power cord into an electrical wall outlet that is not controlled by

a wall switch.

Note: This automatically powers ON the SVG2482AC.

Connect Your Telephone

f you are migrating your current XFINITY service from an existing device, your current phone service and phone number will be transferred to the SVG2482AC when the installation is finished. Please note, that if you do not currently have Telephony service from Comcast, you will have to call 1-855-OK-BEGIN (1-855-652-3446) to set up an account that includes Telephony service.

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Chapter 4: Installing the Gateway

Note: The SVG2482AC has battery back-up capability for Telephony backup only. Battery

usage is optional. To install the battery, see Install the Battery for more information.

1. Connect a 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

SVG2482AC.

Note: Use the Tel1 port to connect a two-line telephone. Then, contact a VoIP service

provider to activate your Telephony service.

3. Optional: For a second telephone, connect a telephone cord of a single-line telephone to

the TEL 2 port on the rear of the SVG2482AC.

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 to confirm that your telephone has a dial tone.

Install the Battery

The SVG2482AC has battery backup capability for Telephony backup only. Battery usage is optional. The SVG2482AC battery is available for purchase online at the ARRIS SURFboard website, shop.surfboard.com/arris-telephony-modem-back-up-batteries.

1. Place the SVG2482AC on its side and locate the battery cover on the bottom of the device.

2. Press down and pull on the locking tab of the battery cover to remove it.

3. Slide the battery (label side up) with the terminal end first into the battery compartment

until it is fully seated in place.

4. Replace the battery cover with the locking tab facing upward, and then push the cover

until it snaps in place.

Note: It may take up to 12 hours for the battery to reach a full charge.

Establish an Internet Connection

Although your client device may already be configured to automatically connect to the Internet, you should still perform the following gateway connectivity test to check that your devices were installed properly and are successfully connected on your home network.

1. Power ON your Wi-Fi enabled device (e.g., laptop, smartphone) connected to the

SVG2482AC if it is turned off, and then log on.

2. Check the front panel LEDs on your SVG2482AC.

During startup, the Power and US/DS (Upstream/Downstream) LEDs will FLASH and then light up SOLID white. Please note that both Wireless LEDs will blink when your Wi-Fi enabled device is connected on your home network.

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Chapter 4: Installing the Gateway

Note: If you are a current voice subscriber with Comcast and also purchased the

SVG2482AC, please call Comcast Customer Support at 1-855-OK-BEGIN (1-855-652-3446) to activate your SVG2482AC.

Note: If you are a new voice subscriber with Comcast, continue with the following

steps to set up your new XFINITY telephony service account and activate your SVG2482AC.

3. Open a web browser and then type www.xfinity.com/activate to open the XFINITY

Activation page.

4. Follow the online instructions to enter your XFINITY account number and phone number.

5. Enter the following to set up your online XFINITY login account and Wi-Fi network login

information:

 XFINITY Account Login Name  XFINITY Account Password  Wi-Fi Network Name  Wi-Fi Network Password

Note: Select Show More Settings if you want to set up separate network names and

passwords for the 2.4 GHz and 5 GHz wireless radios on your SVG2482AC.

If you already have an existing Wi-Fi network and you are replacing your router or gateway, ARRIS suggests that you use the same Wi-Fi Network Name and Password that is currently set for your Wi-Fi network.

Your Wi-Fi devices will automatically connect to your SVG2482AC Wi-Fi network.

6. To check for Internet connectivity, open a web browser (such as Internet Explorer, Google

Chrome, Firefox, or Safari) on your device.

7. Type a valid URL (such as www.SURFboard.com) in the address bar and press Enter.

The ARRIS SURFboard website should open. If the website fails to open, please contact your service provider to set up your Internet service or activate your SVG2482AC.

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