CommScope ARRIS SURFboard T25 User manual

SURFboard® T25 Cable Modem with Xfinity Voice
User Guide, STANDARD Revision x.5
P/N 365-095-33655

CommScope copyrights and trademarks
© 2020 CommScope, Inc. All rights reserved.
No part of this content 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 CommScope, Inc. and/or its affiliates (“CommScope”). CommScope
reserves the right to revise or change this content from time to time without obligation on
the part of CommScope to provide notification of such revision or change. ARRIS and the
ARRIS Logo are trademarks of CommScope, Inc. and/or its affiliates. All other trademarks are
the property of their respective owners.
Wi-Fi Alliance®, Wi-Fi®, the Wi-Fi logo, the Wi-Fi CERTIFIED logo, Wi-Fi protected access®
(WPA), the Wi-Fi Protected Setup logo, and WMM® are registered trademarks of Wi-Fi
Alliance. Wi-Fi Protected Setup™, Wi-Fi Multimedia™, and WPA2™ are trademarks of Wi-Fi
Alliance.
CommScope provides this guide without warranty of any kind, implied or expressed,
including, but not limited to, 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.
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 2

Safety and regulatory information
Read all safety and regulatory information before installing your device 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 the instructions listed here and/or in the user manual before you operate
this device. Give 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 AC 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 attention to cords where they are attached 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 AC wall outlet.
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 3

■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.
■Installation of an AC surge protector in the AC outlet to which this device is connected is
recommended. 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.
■Avoid using a telephone (other than a cordless type) during an electrical storm. There is
a remote risk of electric shock from lightning. For added protection, unplug the device
from the wall outlet and disconnect the cables to avoid damage to this device from
lightning and power surges.
■Do not use this product near water. For example, near a bathtub, washbowl, kitchen
sink, laundry tub, swimming pool, or in a wet basement.
■Do not use the telephone to report a gas leak located near the leak.
■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.
CAUTION: To reduce the risk of fire, use only No. 26 AWG or larger (e.g., 24 AWG)
UL Listed or CSA Certified Telecommunication Line Cord, or national equivalent.
■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 THESE INSTRUCTIONS
Note: To CATV system installer — This reminder is provided to call the CATV system
installer’s attention to Section 820.93 of the National electric code, which provides
guidelines for proper grounding and, in particular, specifies that the coaxial cable
shield must 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 x.5 4

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:
■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.
CAUTION: Any changes or modifications not expressly approved by CommScope for
compliance could void the user’s authority to operate the equipment.
FCC Declaration of Conformity
CommScope, Inc, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard
device 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 x.5 5

Caring for the environment by recycling
your ARRIS equipment
Please do not dispose of this product with your residential or commercial
waste. Contact your local authorities for information about practices
established for your region. If collection systems are not available, call
ARRIS Technical Support at 1-877-466-8646 for assistance.
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 6

Table of contents
Chapter 1: Getting started...................................................................... 10
About your T25.............................................................................................................10
In your box................................................................................................................... 10
Additional item(s) needed (not included)..........................................................11
System requirements....................................................................................................11
Contact information..................................................................................................... 12
Chapter 2: Product overview.................................................................. 13
Front panel................................................................................................................... 13
Indicator lights for the T25................................................................................ 14
Rear panel.....................................................................................................................15
Backup power.....................................................................................................17
Telephony cable modem label..................................................................................... 17
Chapter 3: Installing your T25.................................................................18
Install the T25...............................................................................................................18
Connect your telephone.................................................................................... 19
Establish an Internet connection..................................................................................19
Chapter 4: Using the cable modem Web Manager.................................. 22
Web Manager menu links............................................................................................ 22
Change the default password...................................................................................... 22
View the T25 network connection status.................................................................... 22
Status screen...................................................................................................... 23
Event Log screen................................................................................................ 26
HW/FW Versions screen.................................................................................... 26
Registration Status (CM State)...........................................................................27
Chapter 5: Managing your telephony cable modem and connected
networks............................................................................................. 28
Reboot and reset the T25............................................................................................ 28
Reboot (or restart) your T25 using the Reset button........................................ 28
Reset the T25 configuration using the Reset button......................................... 29
Exit the T25 Web Manager.......................................................................................... 29
Chapter 6: Troubleshooting tips..............................................................30
Solutions....................................................................................................................... 30
Front panel LED icons and error conditions.................................................................31
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 8

Chapter 1
Getting started
The SURFboard T25 is a combination DOCSIS 3.1 telephony cable modem with two Voice-
over-IP (VoIP) telephone lines. It uses DOCSIS 3.1 technology to provide ultra high-speed
Internet access on your home or small business network.
This is a not a Wi-Fi cable modem. You will need use the T25 Ethernet port to add a Wi-Fi
router (a seperate purchase) for a whole home connectivity.
Using the connection capabilities of the T25, you can connect your computer and other
network-enabled devices through the two Ethernet ports.
Important: To use the 2nd Ethernet port, contact your service provider to get an
additional IP address.
The T25 connects to the existing 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.
About your T25
The T25 telephony modem is DOCSIS 3.1 compliant with the following features:
■Speed: much faster than dialup or ISDN service; DOCSIS 3.1 is 10 times faster than
DOCSIS 3.0.
■Connectivity: 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 your 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 x.5 10

Chapter 1: Getting started
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
Software License and
Regulatory card
Safety and regulatory information, software
license, and warranty for the gateway
T25 Quick Start Guide Provides basic information for installing the
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
■Compatible operating systems:
● Windows®10
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 11

Chapter 1: Getting started
● 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: http://www.arris.com/selfhelp
■Call ARRIS Technical support: 1-877-466-8646
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 12

Chapter 2
Product overview
Front panel
T25 front view
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.
Scanning for Upstream (Send)
channel and Downstream (Receive)
channel connection.
Upstream and Downstream channels are
connected.
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 13

Chapter 2: Product overview
LED Icon Blinking On (Solid)
Scanning for an Internet
connection.
T25 is connected to the Internet.
Telephone line 1 is off-hook or call
is in progress.
Telephone service for line 1 is connected
and activated; on-hook.
Telephone line 2 is off-hook or call
is in progress.
Telephone service for Line 2 is connected
and activated; on-hook.
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.
T25 light patterns: normal operation
Mode Power US/DS Online Tel 1 / Tel 2
AC power On On = Connected to
the Internet (ultra-
high speed)
Flash = Not
connected to the
Internet
On = Internet
available
Off = Internet
not available
On = On-
hook
Flash = Off-
hook
Off =
disabled
No AC power Off Off Off Off
Firmware
upgrade
On Flash On (normal
operation)
Patterns: startup 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.
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 14

Chapter 2: Product overview
Telephony startup sequence
Power, US/DS,
Online
Telephone 1 Telephone 2 Description
Off Off Off No power to modem
Flash Flash Flash Power-on self-test
On Flash Off Retrieving telephone network information
On Off Flash Retrieving telephone network information
On Flash Flash Activating telephone service
Cable modem startup sequence
DS/US Online Description
Flash Off Downstream or upstream search
On Flash Downstream and upstream found;
retrieving setup information from service provider
On On Ready for service
Rear panel
T25 Rear View
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 15

Chapter 2: Product overview
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).
Reset Reset 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 password (page 22) for more information.
10/100/1000
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 x.5 16

Chapter 2: Product overview
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.
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
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 x.5 17

Chapter 3
Installing your 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 router and high-speed Internet connection
provided by Comcast.
Install the T25
T25 connection diagram
1. Check that a coaxial cable is already connected to a cable wall 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 x.5 18

Chapter 3: Installing your T25
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
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 create 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 x.5 19

Chapter 3: Installing your 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 x.5 20

Chapter 3: Installing your 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 dial tone.
The ARRIS SURFboard website or your selected website should open. If the website fails to
open, please call Comcast Customer Support at 1-855-OK-BEGIN (1-855-652-3446) to set up
your Internet service or activate your T25.
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 21

Chapter 4
Using the cable modem Web Manager
Monitor the T25 operational status using the T25 Web Manager. You can also change your
default password.
▶To use the cable modem 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.
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.
Change the default password
▶To change the default password:
1. Navigate to http://192.168.100.1.
The T25 main screen opens.
2. Click Admin.
3. In the Change Password section, enter your old and new password.
4. Confirm the new password.
5. Click Apply to update your password.
If, at any time, you lose your new password, you will have to perform a factory reset using
the button on the rear of the T25. This will restore the factory defaults on your T25 and
allow you to log on to the T25 Web Manager using the default username and password.
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 23)
■Event Log screen (page 26)
■HW/FW Versions screen (page 26)
SURFboard® T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5 22