Arris T25 User Manual

SURFboard® T25 Cable Modem with Xfinity Voice

User Guide, STANDARD Revision 2.0

P/N 365-095-33655

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SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 2

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 3

Table of contents

Chapter 1: Safety and regulatory information...........................................6

Important safety instructions......................................................................................... 6

FCC statements...............................................................................................................8

FCC interference statement................................................................................. 8

FCC declaration of conformity............................................................................. 8

FCC radiation exposure statement.......................................................................8

Care for the environment by recycling.......................................................................... 9

Chapter 2: Getting started...................................................................... 10

About your T25.............................................................................................................10

In the box..................................................................................................................... 10

Additional item(s) needed (not included)..........................................................11

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

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

Chapter 3: Product overview.................................................................. 13

Front panel................................................................................................................... 13

Indicator lights for the T25................................................................................ 14

Rear panel.....................................................................................................................15

Backup power.....................................................................................................16

Telephony cable modem label..................................................................................... 17

Chapter 4: Installing the T25...................................................................18

Install the T25...............................................................................................................18

Connect your telephone.................................................................................... 19

Establish an Internet connection..................................................................................19

Chapter 5: Using the cable modem web manager................................... 22

T25 web manager menu links......................................................................................22

View the T25 network connection status.................................................................... 22

Status screen...................................................................................................... 22

Event log screen.................................................................................................23

HW/FW versions screen.....................................................................................25

Registration status (CM state)............................................................................25

Chapter 6: Managing your telephony cable modem and connected

networks............................................................................................. 27

Reboot and reset the T25............................................................................................ 27

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 4

Reboot (or restart) your T25 using the Reset button........................................ 27

Reset the T25 configuration using the Reset button......................................... 28

Exit the T25 web manager........................................................................................... 28

Chapter 7: Troubleshooting tips..............................................................29

Solutions....................................................................................................................... 29

Front panel LED icons and error conditions.................................................................30

Chapter 8: Warranty information............................................................31

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 5

Safety and regulatory information

Read all safety and regulatory information before installing your cable modem and setting
up your home network connection.

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.

■

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.

■

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 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

Chapter 1

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 6

Chapter 1: Safety and regulatory information

to plugs and convenience receptacles, and examine the point where they exit from the
device.

■

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 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.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 7

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.

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.

Chapter 1: Safety and regulatory information

FCC declaration of conformity

ARRIS Enterprises, LLC, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the
SURFboard DOCSIS 3.1 Cable Modem with Xfinity Voice-T25 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.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 8

Chapter 1: Safety and regulatory information

Care for the environment by recycling

When you see this symbol on an ARRIS product, do not dispose of the product with
residential or commercial waste.

Recycling your ARRIS Equipment

Please do not dispose of this product with your residential or commercial waste.
Some countries or regions, such as the European Union, have set up systems to collect
and recycle electrical and electronic waste items. 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 2.0 9

Getting started

The SURFboard T25 is a combination DOCSIS 3.1 telephony cable modem with two Voice­over-IP (VoIP) telephone lines. It uses DOCSIS 3.1 technology to provide ultra high-speed
Internet access on your home or small business network.

For whole home connectivity, use the T25 Ethernet port to add a Wi-Fi router (separate
purchase)

Using the connection capabilities of the T25, you can connect your computer and other
network-enabled devices via the two Ethernet ports. The T25 connects to the existing
coaxial coaxial cable connection in your home.

Note: For Internet connections, 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.

Chapter 2

About your T25

The T25 telephony modem is DOCSIS 3.1 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 lines of telephone service as well as high-speed data.

■

Compatibility: Data services: DOCSIS 3.0 compliant ; supports tiered data services (if
offered by your service provider).

■

Telephony services: Packet Cable™ 2.0 compliant.

In the box

Before installing the T25, 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.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 10

Chapter 2: Getting started

Table 1: T25 package contents

Item Description

T25 Telephony Cable Modem High-speed DOCSIS 3.1 telephony cable

modem with two-port Ethernet

Power Adapter Power cord for an electrical wall outlet

connection

Ethernet Cable Standard Category 5E (CAT5E)

Software License &
Regulatory Card

Support Information Card Provides contact information for obtaining

T25 Quick Start Guide Provides basic information for installing the

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

technical support assistance with any issues
you may have with your SURFboard device.

gateway and setting up a 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 requirements

■

High-speed Internet access account

■

Web browser access – Internet Explorer, Google Chrome, Firefox, or Safari

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 11

■

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.

● Macintosh® 10.4 or higher

● UNIX

● Linux

®

®

Contact Information

For technical support and additional ARRIS product information:

■

Visit the ARRIS Support website: www.arris.com/consumers

■

Call ARRIS Technical Support: 1-877-466-8646

Chapter 2: Getting started

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 12

Product overview

Front panel

Chapter 3

Figure 1: T25 front view

Table 2: T25 front panel LED icons

LED Icon Blinking On (Solid)

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)
channel and Downstream (Receive)
channel connection.

Scanning for an Internet
connection.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 13

Upstream and Downstream channels are
connected.

T25 is connected to the Internet.

LED Icon Blinking On (Solid)

Chapter 3: Product overview

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

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

Indicator lights for the T25

The T25 has LED indicator lights to assist in troubleshooting.

Patterns: normal operation

The following table shows light patterns during normal operation.

Table 3: T25 light patterns: normal operation

Mode Power US/DS Online Tel 1 / Tel 2

AC power On On = Connected to

the Internet (ultra­high speed)

Flash = Not
connected to the
Internet

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

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

On = Internet
available
Off = Internet
not available

On = On­hook
Flash = Off­hook
Off =
disabled

No AC power Off Off Off Off

Firmware
upgrade

On Flash On (normal

operation)

Patterns: startup sequence

The following tables show the T25 light patterns during each phase of the startup sequence.
There are two phases of startup; the telephony phase and the cable modem phase. Both are
outlined below.

Table 4: Telephony startup sequence

Power, US/DS,
Online

Off Off Off No power to modem

Flash Flash Flash Power-on self-test

On Flash Off Retrieving telephone network information

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 14

Telephone 1 Telephone 2 Description

Chapter 3: Product overview

Power, US/DS,
Online

On Off Flash Retrieving telephone network information

On Flash Flash Activating telephone service

Table 5: Cable modem startup sequence

DS/US Online Description

Flash Off Downstream or upstream search

On Flash Downstream and upstream found;

On On Ready for service

Rear panel

Telephone 1 Telephone 2 Description

retrieving setup information from service provider

Figure 2: T25 Rear View

Table 6: T25 Rear Panel Ports & Connectors

Description

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 19).

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 15

Chapter 3: Product overview

Description

Reset Recessed button can be used to either reboot the telephony modem or reset your

telephony modem configuration settings. The Reset button is recessed to prevent
accidental resets.

Reboot (or restart) the telephony modem

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 three to four seconds only.

3. Remove the small object from the Reset opening.

Reset the telephony modem configuration

Resets the telephony modem configuration back 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 T25. See Change the

default username and password for more information.

10/100/1000

Backup power

T25 does not include an internal battery option. To obtain backup power for use in the event
of a power outage, purchase an Uninterruptable Power Supply (UPS) and plug your T25 to
the UPS as a power source.

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

■

Green: LED is ON - Indicates a data transfer rate of one gigabit per second

■

Green: 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

115 VAC Power Input connector

Warning: To avoid any damage to your T25, only use the power supply
provided in the box.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 16

Note: Your cable service must be operational for the modem to function. Check for
the US/DS and Online LEDs on the front panel. Both LEDs should be lit SOLID white
when you power ON the device. If they are not, your cable service is not operational.

Specifications for T25 power usage:

Model Condition App. Power (VA) T25: Idle - 19.917; Full - 30.740

Telephony cable modem label

Chapter 3: Product overview

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 need to
provide the following information listed on the label:

■

Telephony cable modem model name (T25)

■

Telephony cable modem MAC address (HFC MAC)

■

Telephony cable modem Serial number (S/N)

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 17

Installing the T25

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.

Before starting the installation, make sure of the following:

■

You have all the Additional item(s) needed (not included) (page 11)

■

You have Establish an Internet connection (page 19)

■

Cable, phone, 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 high-speed Internet connection provided by
Comcast.

Chapter 4

Install the T25

Figure 3: T25 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
T25.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 18

Use your hand to tighten the connectors to avoid damaging them.

3. Connect the Ethernet cable to the Ethernet port on the rear of the T25.

4. Connect the other end of the Ethernet cable to the Ethernet port of the device (e.g.,
laptop, desktop) you will be using to activate your T25 (see Establish an Internet

connection (page 19)). You can then use the same Ethernet cable to connect your

Wi-Fi Router to the T25.

5. Connect the power cord to the Power port on the rear of the T25.

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

This automatically powers ON and connects your T25. During startup, the Power and US/
DS (Upstream/Downstream) LEDs will FLASH and then light up SOLID white.

Note: During startup, if the LEDs continue to blink, it means the device is
receiving a firmware upgrade. This may take 5-10 minutes and the T25 will reboot
several times in the process.

.

Connect your telephone

Chapter 4: Installing the T25

If you are migrating your current XFINITY service from an existing device, your current phone
service and phone number will be transferred to your T25 when the installation is finished.
Please note that if you do not currently 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 the rear of the T25.

4. Check to confirm that your telephone has a dail tone.

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.

Establish an Internet connection

Once the Power, US/DS, and Internet LEDs are lit SOLID white, you are ready to establish an
Internet connection. Activate the T25 with Comcast and provide the Serial Number and the
MAC address. You can find the Serial Number and the MAC address on the unit label at the
bottom of device or in the Quick Start Guide.

If you do not currently have Xfinity service or Xfinity Voice service, contact the Customer
Support to establish an account.

If you already have Xfinity service, perform the following:

1. Open a web browser on a laptop connected to the T25, or on a mobile device with
Internet access.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 19

Chapter 4: Installing the T25

2. Access the Xfinity Activation web page. If you are connecting via 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 2.0 20

Chapter 4: Installing the T25

4. Once completed, check your Internet by browsing a public web page, e.g. surfboard.com

5. Check to confirm that your phone has a dail 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 2.0 21

Chapter 5

Using the cable modem web manager

Monitor the T25 operational status using the T25 Web Manager.

1. Open a web browser (e.g., Internet Explorer, Google Chrome, etc.) on your connected
computer or laptop.

2. Type the default LAN IP address, 192.168.100.1 in the Address bar and press Enter.

T25 web manager menu links

The T25 main menu links are displayed along the top of the T25 web manager screen. Click
on the main menu link to view any of the other available screens.

View the T25 network connection status

Using the T25 web manager, you can view and monitor the following operational status and
network configuration settings:

■

Status screen (page 22)

■

Event log screen (page 23)

■

HW/FW versions screen (page 25)

■

Registration status (CM state) (page 25)

Status screen

The Status Screen shows the current status of the upstream and downstream channels for
the T25, including the MAC addresses for various ports.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 22

Chapter 5: Using the cable modem web manager

Figure 4: T25 Status screen

Event log screen

The Event Log screen includes a list of events that have been detected by your T25, including
the date and time of the event, the event ID, and the event level.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 23

Chapter 5: Using the cable modem web manager

Figure 5: T25 Event log screen

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 24

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.

Chapter 5: Using the cable modem web manager

Figure 6: T25 HW-FW versions screen

Registration status (CM state)

The Registration Status screen shows the current operating status of T25 with regards to
DOCSIS and telephony connections.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 25

Chapter 5: Using the cable modem web manager

Figure 7: T25 Registration status - CM state screen

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 26

Chapter 6

Managing your telephony cable modem and connected networks

You can also use the T25 web manager to view and monitor the network configuration
settings and operational status of your T25.

Reboot and reset the T25

Use the Reset button to reboot (or restart) and reset your T25.

■

Reboot (or restart) your T25 using the Reset button (page 27)

■

Reset the T25 configuration using the Reset button (page 28)

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.

Figure 8: 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 from the Reset opening.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 27

Chapter 6: Managing your telephony cable modem and connected networks

Reset the T25 configuration using the Reset button

To reset your T25 configuration back to the factory default settings:

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.

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 the 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 STANDARD Revision 2.0 28

Troubleshooting tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your
problem, please contact your service provider for assistance. Your service provider may ask
for the status of the T25 front panel LEDs, see Front panel LED icons and error conditions for
more information.

Solutions

Table 7: T25 Troubleshooting solutions

Modem problem Possible solution

Chapter 7

Power LED icon is OFF

Cannot send or
receive data

■

Check the power connection from the cable modem to the
electrical wall outlet.

■

Check that the electrical wall outlet is working.

● Is the outlet controlled by a wall light switch?

● If so, disconnect the cable modem power cord and
connect it to another electrical wall outlet that is not
controlled by a wall light switch.

■

Check each end of the 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 30) to identify the problem.

■

If you have cable television service, check your television to
ensure your cable service is operating properly.

■

If none of the above solutions resolves the problem,
contact your service provider or call ARRIS Technical
Support at

1-877-466-8646 for assistance.

Cannot access the
Internet

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 29

■

Check that all cable and power connections on your cable
modem and computer are properly connected.

■

Check that the Power and Online, and Wireless LED icons
on the front panel are lit up solid.

Chapter 7: Troubleshooting tips

Modem problem Possible solution

■

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:

Table 8: 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

BLINKING Upstream (Send) channel or

Downstream (Receive) channel
cannot be acquired

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

T25 is unplugged

Upstream channel is lost

Downstream channel is lost

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 30

Warranty information

T25 DOCSIS 3.1 Cable Modem

ARRIS Enterprises, LLC ("ARRIS")

Retail Purchasers: If you purchased this Product directly from ARRIS or from an authorized
ARRIS retail reseller, ARRIS warrants to you, the original end user customer, that (A) the
Product, excluding Software, will be free from defects in materials and workmanship
under normal use, and (B) with respect to Software, (i) the media on which the Software
is provided will be free from defects in material and workmanship under normal use, and
(ii) the Software will perform substantially as described in its documentation. This Limited
Warranty to you, the original end user customer, continues (A) for Software and the media
upon which it is provided, for a period of ninety (90) days from the date of purchase from
ARRIS or an authorized ARRIS reseller, and (B) for the Product (excluding Software), for a
period of two (2) years from the date of purchase from ARRIS or from an authorized ARRIS
reseller. To take advantage of this Limited Warranty or to obtain technical support, you must
call the ARRIS toll-free phone number, 1-877-466-8646. Technical support charges may
apply. ARRIS’ sole 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 within the applicable Warranty Period.

Cable Operator or Service Provider Arrangements. If you did not purchase this Product
directly from ARRIS or from an 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 Information. The warranties described in this Section shall not apply: (i) to any
Product subjected to accident, misuse, neglect, alteration, Acts of God, improper handling,
improper transport, improper storage, improper use or application, improper installation,
improper testing or unauthorized repair; or (ii) to cosmetic problems or defects which result
from normal wear and tear under ordinary use, and do not affect the performance or use of
the Product. ARRIS’ warranties apply only to a Product that is manufactured by ARRIS and
identified by ARRIS owned trademark, trade name or product identification logos affixed
to the Product. ARRIS does not warrant to you, the end user, or to anyone else that the
Software will perform error free or without bugs.

ARRIS IS NOT RESPONSIBLE FOR, AND PROVIDES "AS IS" ANY SOFTWARE SUPPLIED BY 3RD
PARTIES. EXCEPT AS EXPRESSLY STATED IN THIS SECTION ("WARRANTY INFORMATION"),
THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT, EXPRESS,
IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR THE WARRANTY AGAINST

Chapter 8

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 31

Chapter 8: Warranty information

INFRINGEMENT PROVIDED IN THE UNIFORM COMMERCIAL CODE. Some states do not allow
for the exclusion of implied warranties, so the above exclusion may not apply to you.

What additional provisions should I be aware of? Because it is impossible for ARRIS to know
the purposes for which you acquired this Product or the uses to which you will put this
Product, you assume full responsibility for the selection of the Product for its installation and
use. While every reasonable effort has been made to insure that you will receive a Product
that you can use and enjoy, ARRIS does not warrant that the functions of the Product will
meet your requirements or that the operation of the Product will be uninterrupted or error­free.

ARRIS IS NOT RESPONSIBLE FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF
THE PRODUCT WITH ANY OTHER SOFTWARE OR HARDWARE. ALL WARRANTIES ARE VOID IF
THE PRODUCT IS OPENED, ALTERED, AND/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 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 ANY
BREACH OF WARRANTY, EVEN IF ARRIS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES. IN NO CASE SHALL ARRIS’ LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE
PRODUCT.

These matters are governed by the laws of the Commonwealth of Pennsylvania, without
regard to conflict of laws principles and excluding the provisions of the United Nations
Convention on Contracts for the International Sale of Goods.

Retail Purchasers Only. If you purchased this Product directly from ARRIS or from an
ARRIS authorized retail reseller, please call the ARRIS toll-free number, 1-877-466-8646 for
warranty service or technical support. Technical support charges may apply.

Cable Operator or Service Provider Arrangements. If you did not purchase this Product
directly from ARRIS or from an ARRIS authorized retail reseller, please contact your Service
Provider for technical support.

SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision 2.0 32

Corporate Headquarters
ARRIS · Suwanee · Georgia · 30024 · USA

T: 1-678-473-2000 F: 1-678-473-8470
www.arris.com