Arris SurfBoard SVG2482AC User Manual
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Arris SurfBoard SVG2482AC User Manual

Wireless voice gateway
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SURFboard® SVG2482AC
Wireless Voice Gateway
®
For XFINITY
Customers
User Guide
April 2017
Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

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  • Page 1 SURFboard® SVG2482AC Wireless Voice Gateway ® For XFINITY Customers User Guide April 2017 Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 2 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.

  • Page 3: Table Of Contents

    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 Getting Started ..................... 10 Introduction ........................10 In The Box ....................... 10 System Requirements ......................
  • Page 4 Exit the SVG2482AC Web Manager ................. 58 Troubleshooting Tips ..................... 59 Solutions .......................... 59 Front Panel LED Icons and Error Conditions ..............60 Warranty Information ................... 62 PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright-2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 5: Safety And Regulatory Information

    Pay particular attention to cords where they are attached to plugs and convenience receptacles, and examine the point where they exit from the device. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 6 Coaxial cable shield shall be connected to the grounding system of the building, as close to the point of cable entry as practical. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 7: Fcc Statements

    (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.

  • Page 8: Wireless Lan Information

    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). PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC.

  • Page 9: Caring For The Environment By Recycling Your Arris Equipment

    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 corporateresponsibility.arrisi.com/phoenix.zhtml. You may also contact your local community authorities for information regarding where you may dispose of your ARRIS devices.

  • Page 10: Getting Started

    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...

  • Page 11: System Requirements

    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® PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 12: Contact Information

    Chapter 2: Getting Started 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  PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights...

  • Page 13: Product Overview

    Upstream and Downstream channels Downstream (Receive) channel are connected. connection. Scanning for an Internet connection. SVG2482AC is connected to your home network. ONLINE PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 14: Wi-Fi Protected Setup™ (Wps)

    See Connect Your WPS-Enabled Device (page 27) for more information. Rear Panel Figure 2: SVG2482AC Rear View PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 15 115 VAC Power Input connector WARNING! To avoid any damage to your SVG2482AC, only use the power cord provided in the box. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 16: Gateway Label

    Gateway Model name (SVG2482AC)  Gateway MAC address (HFC MAC)  Gateway Serial number (S/N)  PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 17: Installing The Gateway

    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. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 18: Connect Your Telephone

    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. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 19: Install The Battery

    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.
  • Page 20 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.

  • Page 21: Setting Up A Wireless Network Connection

    Chapter 5 Setting Up a Wireless Network Connection ARRIS recommends that you first verify that your client device can connect to the Internet using a wired Ethernet connection before configuring your wireless network. You must currently have access to an Internet service in your home before you can set up a wireless network connection.

  • Page 22: Quick Connect Using The Windows Taskbar

    Note: If the Wireless Link icon is not visible, left-click on the Show hidden icons button on the Windows taskbar (see Figure 5) to open the list of additional icons. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 23 Sample Available Wireless Networks Window 2. Locate and left-click on the SVG2482AC wireless network name or SSID (for example, SVG2482AC-#### or ARRIS-####) from the list of available wireless networks. 3. Select Connect automatically (see Figure 7) to set up your wireless devices to automatically connect to your wireless network without having to log on using a user password.
  • Page 24 Figure 9: Network Connection-Create Network Password Window 6. Select Hide characters and then click OK to encrypt (or hide) your network password. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 25: Connect Using The Windows Control Panel

    4. Click Add to open the Manually Connect to a Wireless Network window. Figure 11: Manually Connect to a Wireless Network Window PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 26 (page 38) for more information. 10. Select Hide characters checkbox to prevent your Wi-Fi Security Key (network password) from displaying in the field. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 27: Connect Your Wps-Enabled Device

    3. Open a web browser on your client device, such as Internet Explorer, Google Chrome, Firefox, or Safari. 4. Type a valid URL (such as www.SURFboard.com) in the address bar and then press Enter. If the website failed to open, please call ARRIS Technical Support at 1-877-466-8646 for assistance. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC.

  • Page 28: Using The Gateway Web Manager

    Note: You must enter the default user name and password if you are logging onto the SVG2482AC Web Manager for the first time. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 29 Repeat the new password in the Re-enter New Password field. d) Select the Show Typed Password checkbox to confirm that your new passwords match and then uncheck it when done. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 30: Svg2482Ac Web Manager Menu Links

    The SVG2482AC main menu links and related submenu option links are displayed along the left side of the SVG2482AC Web Manager screen. Click on the main menu link to expand the list of submenu options. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 31 Ethernet connection(s), and Wi-Fi connections. Wizard Allows you to configure the default network settings on the gateway to set up a secure home network. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 32: Exit The Svg2482Ac Web Manager

    Click Logout link located in the upper right corner of the SVG2482AC Web Manager  screen. Figure 19: SVG2482AC Web Manager Logout Link PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 33: Configuring Your Wireless Network

    3. Click the 2.4 GHz Edit or 5 GHz EDIT button in the Private Wi-Fi Network section to select the wireless frequency range that you are setting up for your wireless network. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 34 Chapter 7: Configuring Your Wireless Network Figure 21: SVG2482AC 2.4 GHz Wi-Fi Connection Screen Figure 22: SVG2482AC 5 GHz Wi-Fi Connection Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 35 Wi-Fi spectrum, there are multiple wireless channels that overlap and thus degrade wireless network performance. These channels are used for better network performance and stability because they do not overlap. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 36: Set Up Wps On Your Wireless Network

    Connection submenu options link. 2. Click Wi-Fi under the Connection submenu options to open the Gateway Connection Wi-Fi screen. Figure 23: SVG2482AC Wi-Fi Connection Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 37 8. Click the PAIR button on the SVG2482AC to connect your WPS-enabled device. 9. Repeat steps 6 through 8 for each additional WPS-enabled device that you want to connect. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 38: Protecting & Monitoring Your Wireless Network

    SVG2482AC and other wireless devices, if applicable. To ensure that your wireless home network is secure, ARRIS recommends that you follow these best practices for creating your admin password(s): Always create a secure password or passphrase that is not easily guessed.

  • Page 39: Logging On To The Svg2482Ac

    Please note that both entries are case-sensitive:  Username: admin  Password: password 4. Click LOGIN to open the SVG2482AC Web Manager. The following Change Password message displays. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 40 Numbers: 0 to 9 10. Click SAVE to update your admin password. 11. Find a secure place to write down and keep your new password. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 41: Changing Your Admin Password

    Chapter 8: Protecting & Monitoring Your Wireless Network Changing Your Admin Password ARRIS recommends that you periodically change your administrator password for network security purposes. 1. From any SVG2482AC Web Manager screen, click the Troubleshooting menu link on the SVG2482AC Web Manager screen.
  • Page 42 Figure 30: Firewall IPv6 Available Security Levels Screen  Low - Common security, higher risk Figure 31: Firewall IPv4 Security Level – Low Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 43 Figure 32: Firewall IPv4 Security Level – Medium Screen  High – Safest configuration, highest security Figure 33: Firewall IPv4 Security Level – High Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 44: Set Up Parental Control

    SVG2482AC Web Manager main menu bar. 2. Click Managed Sites from the Parental Control submenu options list to display the Parental Control Managed Sites screen. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 45 4. Click +ADD button in the Blocked Sites section to open the Add Site to be Blocked screen. Figure 36: Parental Control-Managed Sites Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 46: Set Up Port Forwarding

    Note: ARRIS recommends that you manually configure the TCP/IP settings listed below on the client device you are setting up for remote access. Otherwise, remote access to your client device will not be available on the Internet.
  • Page 47 Enter the IP address for your local computer that you are setting up for port forwarding in the Server IPv6 Address field. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 48: Set Up Port Triggers

    3. Click the Enable button. Figure 39: Advanced Port Triggering Screen 4. Click +ADD PORT TRIGGER button to open the Add Port Trigger screen. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 49: Set Up The Dmz Host

    To create the DMZ Host: 1. From any SVG2482AC Web Manager screen, click the Advanced menu link on the SVG2482AC Web Manager screen. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 50 5. Click Save, when you are finished. Note: To disable the DMZ Host, click the Disable DMZ button and then click SAVE. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 51: Managing Your Gateway And Connected Networks

    SVG2482AC. View the Gateway Hardware Information The Gateway Hardware screen displays specific information related to the gateway device. This information may be helpful if you have to contact ARRIS or Comcast for technical assistance. To open the Gateway Hardware screen: 1.

  • Page 52: View The Gateway Network Connections

    Figure 44: SVG2482AC Network Connections Screen 3. Click View Connected Devices to display a list of the online and offline devices connected on your home network. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 53: View The Network Connection Settings

    2. Click Connection from the Gateway submenu links and then click Status from the Connection submenu options to display the Network Connection Status screen. Figure 46: Local IP, XFINITY, & SVG2482AC Network Settings Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 54: View The Xfinity Network Connection Status

    2. Click Connection from the Gateway submenu links and then click XFINITY Network from the Connection submenu options to display the XFINITY Network Connection Status screen. Figure 47: XFINITY Network-Connection Status Screen PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 55: Reboot Your Svg2482Ac

    To reboot (or restart) your SVG2482AC using the SVG2482AC Web Manager: 1. From any SVG2482AC Web Manager screen, click the Troubleshooting menu link. 2. Click Reset/Restore Gateway from the Troubleshooting submenu links. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 56: Reset Your Svg2482Ac

    Reset SVG2482AC Using the Reset Button  Reset SVG2482AC Using the Web Manager  Note: For network security purposes, ARRIS recommends that you change the default admin password on your SVG2482AC. See Change the Default Password (page 38) for more information.

  • Page 57: Reset Svg2482Ac Using The Reset Button

    1. From any SVG2482AC Web Manager screen, click the Troubleshooting menu link. 2. Click Reset/Restore Gateway from the Troubleshooting submenu links. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 58: Exit The Svg2482Ac Web Manager

    Click Logout link located in the upper right corner of the SVG2482AC Web Manager  screen. Figure 53: SVG2482AC Web Manager Logout Link PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 59: Troubleshooting Tips

    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. PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC.

  • Page 60: Front Panel Led Icons And Error Conditions

    No connected device is detected Device is disconnected No connected device is detected Device is disconnected Telephone is not detected Telephone is disconnected PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 61 Status If, During Startup: If, During Normal Operation Telephone is not detected Telephone is disconnected Battery is not detected Battery is disconnected PN 365-095-31279 x.2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 62: Warranty Information

    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.
  • Page 63 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 error- free.
  • Page 64 Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA T: 1-678-473-2000 F: 1-678-473-8470 www.arris.com...

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