CommScope SURFboard SBG6950AC2 User manual

SURFboard® DOCSIS 3.0 Wi-Fi cable modems
SBG6950AC2, SBG7400AC2, & SBG7600AC2
User Guide, STANDARD Revision x.4
P/N 365-095-31684

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.
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.
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■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.
■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.
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■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.
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
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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.
Wireless LAN information
Note: This applies to devices that provide Wi-Fi capability.
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,
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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.
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, refer to the relevant chapters in this document or visit our
Consumer Support website at http://www.commscope.com/support/consumers.
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.
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Table of contents
Chapter 1: Getting started...................................................................... 10
In the box..................................................................................................................... 10
Additional items needed (not included)............................................................ 11
System requirements....................................................................................................11
Contact information..................................................................................................... 12
Chapter 2: Product overview.................................................................. 13
Front panel................................................................................................................... 13
Wi-Fi Protected Setup™ (WPS)...........................................................................14
Rear panel.....................................................................................................................15
Wi-Fi cable modem label............................................................................................. 17
Chapter 3: Installing the Wi-Fi cable modem.......................................... 18
Connect your Wi-Fi cable modem to your client device..............................................18
Establish an Internet connection..................................................................................19
Chapter 4: Setting up a Wi-Fi network connection.................................. 21
Set up a Wi-Fi network connection using your mobile device.....................................21
Set up a Wi-Fi network connection using your client device....................................... 23
Personal Computer (PC).....................................................................................23
Connect using the Windows control panel........................................................26
Android device................................................................................................... 28
Apple computer..................................................................................................28
Apple mobile device...........................................................................................29
Test your Wi-Fi network connection............................................................................ 29
Connect your WPS-enabled device.............................................................................. 29
Chapter 5: Using the Wi-Fi Cable Modem Web Manager.........................31
Start the Wi-Fi Cable Modem Web Manager.............................................................. 31
Wi-Fi Cable Modem Web Manager menu bar...................................................33
Wi-Fi Cable Modem Web Manager-available languages..............................................34
Get help........................................................................................................................ 35
Exit the Wi-Fi Cable Modem Web Manager................................................................ 36
Chapter 6: Configuring your Wi-Fi network.............................................37
Set up your Wi-Fi network...........................................................................................37
Change your Wi-Fi network name (SSID).....................................................................40
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Chapter 7: Protecting and monitoring your Wi-Fi network...................... 43
Prevent unauthorized access........................................................................................43
Change the default user password.............................................................................. 43
Set up firewall protection.............................................................................................45
Set up Parental Control................................................................................................ 47
Set up IP filtering..........................................................................................................48
Set up MAC address filtering....................................................................................... 50
Set up Port Triggers......................................................................................................51
Set up the DMZ host....................................................................................................52
Chapter 8: Managing your Wi-Fi cable modem and connected
networks............................................................................................. 54
View the Wi-Fi cable modem status and network connection.................................... 54
View the Wi-Fi cable modem product and status information.................................... 55
Back up your Wi-Fi cable modem configuration..........................................................57
Restore the Wi-Fi cable modem configuration settings...............................................57
Reset the Wi-Fi cable modem configuration settings.................................................. 58
Exit the Wi-Fi Cable Modem Web Manager................................................................ 59
Chapter 9: Troubleshooting tips..............................................................60
Solutions....................................................................................................................... 60
Front panel LED icons and error conditions.................................................................61
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Chapter 1
Getting started
Welcome to the next generation of ultra high-speed ARRIS SURFboard® DOCSIS® 3.0 Wi-Fi
cable modems (SBG6950AC2, SBG7400AC2, and SBG7600AC2). This mobile app provides
security, Internet access, and Parental Control management for the connected devices (e.g.,
smartphones, tablets, computers, smart TVs, gaming consoles, etc.) on your Wi-Fi home
network. It is available online as a free download for your mobile devices using the App
store (for Apple devices) or Google Play (for Android devices).
Your SURFboard device is a combination DOCSIS 3.0 cable modem and four-port Ethernet
router with Wi-Fi. It uses DOCSIS 3.0 technology to provide ultra high‑speed Internet access
in your home or small business network. Using the connection capabilities of the Wi-Fi cable
modem, you can connect your computer and other network-enabled devices via the four
Ethernet ports or the 2.4 GHz and 5 GHz Wireless connections. Your Wi-Fi cable modems
connects to the existing coaxial cable connection in your home. It also includes a Wi-Fi®
Pairing (WPS) button option for quick and easy connections for your WPS-enabled devices.
This guide provides instructions for installing and configuring your Wi-Fi cable modems,
setting up secure Wi-Fi network connections, and managing your Wi-Fi cable modem and
network configurations.
In the box
Before installing your Wi-Fi cable modem, check that the following items are included in the
product box. If any items are missing, please call ARRIS Technical Support at 1-877-466-8646
for assistance.
Wi-Fi cable modem package contents
Item Description
SBG6950AC2
SBG7400AC2
SBG7600AC2
High-speed DOCSIS 3.0 cable modem, wireless
access point, and four-port Ethernet router.
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Chapter 1: Getting started
Item Description
Power adapter Power adapter for an electrical wall outlet
connection.
Software License
and Warranty card
Contains safety and regulatory information,
software license, and warranty information for
your Wi-Fi cable modem.
Wi-Fi Cable Modem
Quick Start Guide
Provides information for installing your Wi-Fi cable
modem and setting up a secure Wi-Fi network
connection on your home or small business
network.
Additional items needed (not included)
The following items are not included in the box and must be purchased separately, if
needed:
■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 Ethernet connected 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 8.1
● Windows 7 Service Pack 1 (SP1)
Note: Although older versions of Microsoft Windows operating systems are
no longer specifically supported, they should still function with this model.
● Mac® 10.4 or higher
● UNIX®
● Linux®
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Chapter 1: Getting started
Contact information
For technical support and additional ARRIS product information:
■Visit the ARRIS Support website: http://www.commscope.com/support/consumers
■Call ARRIS Technical Support: 1-877-466-8646
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Chapter 2
Product overview
Front panel
Wi-Fi cable modem front panel LED icons
Led icon Blinking On (Solid)
Not applicable – icon does not blink. Power is properly connected.
Scanning for upstream (send)
and downstream (receive)
channel connections.
Upstream (send) and downstream
(receive) channels are connected.
Scanning for an Internet connection. Wi-Fi cable modem is connected to the
network.
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Chapter 2: Product overview
Led icon Blinking On (Solid)
Wi-Fi enabled with encrypted or
unencrypted wireless data activity.
Any of the following applies:
2.4 GHz wireless connection is made
between your Wi-Fi cable modem and
a Wi-Fi enabled device on your home
network; for example, Wi-Fi telephone,
tablet, or laptop.
The WPS pairing process between
your Wi-Fi cable modem and the WPS
enabled device was successful.
The WPS pairing process either failed or
did not complete after two minutes.
Wi-Fi enabled with encrypted or
unencrypted wireless data activity.
Any of the following applies:
5 GHz wireless connection is made
between your Wi-Fi cable modem and
a Wi-Fi-enabled device on your home
network; for example, Wi-Fi telephone,
tablet, or laptop.
The WPS pairing process between
your Wi-Fi cable modem and the WPS
enabled device was successful.
The WPS pairing process either failed or
did not complete after two minutes.
WPS pairing process is underway
between your Wi-Fi cable modem
and a WPS-enabled device.
WPS-enabled device is connected.
Not applicable – no LED on port. Not applicable – no LED on port.
Wi-Fi Protected Setup™ (WPS)
Wi-Fi Protected Setup (WPS) is a Wi-Fi network setup option that provides a quick and easy
solution for setting up a secure Wi-Fi network connection for any WPS-enabled device; such
as a computer, tablet, gaming device, or printer. WPS automatically configures your Wi-
Fi network connections and sets up Wi-Fi security. See Connect your WPS-enabled device
(page 29) for more information.
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Chapter 2: Product overview
Rear panel
Figure 2: Wi-Fi cable modem rear view
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Chapter 2: Product overview
Wi-Fi cable modem rear panel ports & connectors
Port name Description
Reset button Recessed button located on the rear panel of your Wi-Fi cable modem can
be used to either reboot your Wi-Fi cable modem or reset your
Wi-Fi cable modem configuration settings.
To reboot (or restart) your Wi-Fi cable modem:
1. Insert the end of a paper clip or other small object with a narrow tip into
the Reset opening on the rear panel of your Wi-Fi cable modem.
2. Press and hold the Reset indented button for three to four seconds only.
3. Remove the paper clip or small object from the Reset opening.
To reset your Wi-Fi cable modem configuration back to the factory
default settings:
4. Insert the end of a paper clip or other small object with a narrow tip into
the Reset opening on the rear panel of your Wi-Fi cable modem.
5. Press and hold the Reset button for 10 seconds.
6. Remove the paper clip or small object from the Reset opening.
See Reset the Wi-Fi cable modem configuration settings (page 58)
for more information on resetting your Wi-Fi cable modem configuration
settings using the Wi-Fi Cable Modem Web Manager.
Warning: Resetting the Wi-Fi cable modem configuration settings to
the factory defaults will also delete your custom Wi-Fi cable modem
configuration, including your user password, Wi-Fi network name
(SSID), and other configuration settings. You should first back up
your Wi-Fi cable modem configuration files before resetting your Wi-
Fi cable modem. See Back up your Wi-Fi cable modem configuration
(page 57) for more information.
10/100/1000
Four one-gigabit Ethernet ports for RJ-45 network 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
Power port 100 - 240 VAC Power connector
Warning: To avoid any damage to your Wi-Fi cable modem, only use
the power cord provided in the box.
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Chapter 2: Product overview
Wi-Fi cable modem label
Figure 3: Sample SBG6950AC2, SBG7400AC2, & SBG7600AC2 labels
The Wi-Fi cable modem label is located on the bottom of your Wi-Fi cable modem. It
contains the Wi-Fi cable modem 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 have to
provide the following information listed on the Wi-Fi cable modem label:
■Wi-Fi cable modem model name (SBG6950AC2, SBG7400AC2, or SBG7600AC2)
■Wi-Fi cable modem MAC address (HFC MAC)
■Wi-Fi cable modem serial number (SN)
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Chapter 3
Installing the Wi-Fi cable modem
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 your Wi-Fi cable modem to your client
device
Before installing your Wi-Fi cable modem:
■Check with your service provider (or local cable company) to ensure 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
an Internet service provider.
Note: When contacting your service provider, you may need your Wi-Fi cable
modem information listed on the Wi-Fi cable modem label on the bottom of your
Wi-Fi cable modem see (Wi-Fi cable modem label (page 17)).
■Choose a location in your home where your computer and Wi-Fi cable modem are
preferably near existing cable and electrical wall outlets.
For the best Wi-Fi coverage, 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 your Wi-Fi cable modem was properly
installed and can connect to the Internet.
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Chapter 3: Installing the Wi-Fi cable modem
Figure 4: Wi-Fi cable modem 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 your
Wi-Fi cable modem.
Use your hand to tighten the connectors to avoid damaging them.
3. Connect the Ethernet cable to an available Ethernet port on the rear of your Wi-Fi cable
modem.
4. Connect the other end of the Ethernet cable to the Ethernet port on your computer.
Optional: Repeat steps 3 and 4 for an additional computer or other network device that
you want to install as a wired connection on your home network.
5. Connect the power cord to the Power port on the rear of your Wi-Fi cable modem.
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 your Wi-Fi cable modem. There may be up
to a 15 second delay for the Power LED on the Wi-Fi cable modem front panel to
light up after the power is connected.
Establish an Internet connection
Although your computer may already be configured to automatically connect to the
Internet, you should still perform the following Wi-Fi cable modem connectivity test to check
that your devices were installed properly and are successfully connected to your Wi-Fi home
network.
1. Power ON your Wi-Fi enabled device (e.g., laptop, computer, smartphone) connected to
your Wi-Fi cable modem if it is turned off, and then log in.
2. Contact your service provider to activate (provision) your Wi-Fi cable modem.
You may have to provide the HFC MAC ID listed on the Wi-Fi cable modem label.
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Chapter 3: Installing the Wi-Fi cable modem
3. Enter your service provider’s web browser URL:
■Comcast/Xfinity: www.xfinity.com/activate
■Cox: http://www.cox.com/activate
■Spectrum: http://spectrum.net/selfinstall
Your service provider may allow for automatic activation, which automatically
launches the service provider’s special website on your computer when you open a
web browser.
4. After your Wi-Fi cable modem is activated (or provisioned), open a web browser (such as
Internet Explorer, Google Chrome, Firefox, or Safari) on your computer.
5. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter.
The ARRIS website should open. If the website did not open, please contact your service
provider for assistance.
6. Check that the Power, Send/Receive, and Online front panel LEDs on your Wi-Fi cable
modem light up in sequential order. See Front panel (page 13) for additional LED status
information.
■If all three LEDs did not light up solid and you also do not have an Internet
connection, you may have to contact your service provider to reactivate your Wi-Fi
cable modem or check for signal issues.
■If you still cannot connect to the Internet, please call ARRIS Technical Support at
1-877-466-8646 for assistance.
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