CommScope SURFboard SVG2482AC User manual

SURFboard® SVG2482AC Wi-Fi® and Voice Modem
for XFINITY® Customers
User Guide, STANDARD Revision x.5
P/N 365-095-31279

CommScope copyrights and trademarks
© 2021 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.
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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.
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■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.
■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.
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FCC statements
FCC Interference statement
This equipment has been tested and found to comply with the limits for a Class B digital
device, pursuant to part 15 of the FCC Rules. These limits are designed to provide
reasonable protection against harmful interference in a residential environment. This
equipment generates, uses, and can radiate radio frequency energy and, if not installed
and used in accordance with the instructions, may cause harmful interference to radio
communications. However, there is no guarantee that interference will not occur in a
particular installation. If this equipment does cause harmful interference to radio or
television reception, which can be determined by turning the device off and on, the user is
encouraged to try to correct the interference by one or more of the following measures:
■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.
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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,
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.arris.com/selfhelp.
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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......................................................................11
In the box..................................................................................................................... 11
Additional items needed (not included)............................................................ 12
System requirements................................................................................................... 12
Contact information..................................................................................................... 12
Chapter2:Product overview.................................................................. 13
Front panel................................................................................................................... 13
Wi-Fi Protected Setup™ (WPS)...........................................................................14
Rear panel.....................................................................................................................15
Wi-Fi and voice modem label...................................................................................... 16
Chapter3:Installing the Wi-Fi and voice modem....................................17
Connect the SVG2482AC to your client device............................................................17
Connect your telephone.................................................................................... 18
Install the battery.............................................................................................. 19
Establish an Internet connection................................................................................. 19
Chapter4:Setting up a Wi-Fi network connection..................................21
Set up Wi-Fi network connection using your client device..........................................21
Quick connect using the Windows taskbar....................................................... 22
Connect using the Windows Control Panel....................................................... 24
Connect your WPS-enabled device.............................................................................. 27
Test your Wi-Fi network connection............................................................................27
Chapter5:Using the gateway Web Manager..........................................28
Start the SVG2482AC Web Manager........................................................................... 28
SVG2482AC Web Manager menu links..............................................................30
Exit the SVG2482AC Web Manager............................................................................. 32
Chapter6:Configuring your Wi-Fi network.............................................33
Set up your Wi-Fi network...........................................................................................33
Set up WPS on your Wi-Fi network............................................................................. 36
Chapter7:Protecting & monitoring your Wi-Fi network......................... 39
Prevent unauthorized access....................................................................................... 39
Change the default administrator password............................................................... 39
Logging on to the SVG2482AC...........................................................................40
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Changing your admin password........................................................................ 41
Set up firewall protection............................................................................................ 42
Set up Parental Control................................................................................................45
Set up port forwarding.................................................................................................48
Set up port triggers...................................................................................................... 50
Set up the DMZ host....................................................................................................51
Chapter8:Managing your gateway and connected networks................. 53
View the gateway hardware information.................................................................... 53
View the gateway software version.............................................................................53
View the gateway network connections......................................................................54
View the network connection settings........................................................................ 55
View the XFINITY network connection status..............................................................56
Reboot your SVG2482AC..............................................................................................57
Reboot SVG2482AC using the Reset button......................................................57
Reboot SVG2482AC using the Web Manager....................................................57
Reset your SVG2482AC................................................................................................ 58
Reset SVG2482AC using the Reset button........................................................ 59
Reset SVG2482AC using the Web Manager...................................................... 59
Exit the SVG2482AC Web Manager............................................................................. 60
Chapter9:Troubleshooting tips............................................................. 61
Solutions....................................................................................................................... 61
Power LED Icon is OFF....................................................................................... 61
Cannot Send or Receive Data............................................................................ 61
Cannot Access the
Internet..........................................................................................................61
Wireless devices cannot
send or receive data..................................................................................... 62
Front panel LED icons and error conditions................................................................ 62
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Chapter 1
Getting started
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 cable modem, you can connect your client
device and other network-enabled devices via the four Ethernet ports or the 2.4 GHz and 5
GHz Wireless connections. The SVG2482AC connects to the existing coaxial cable connection
in your home. The SVG2482AC also includes a Wi-Fi® Pairing (WPS) button option for quick
and easy connections for your WPS‑enabled devices.
This guide provides instructions for installing and configuring your SVG2482AC, setting
up secure Wi-Fi network connections, and managing your SVG2482AC and network
configurations.
In the box
Before installing the SVG2482AC, check that the following items are also included in the
box. If any items are missing, please call ARRIS Technical Support at 1-877-466-8646 for
assistance.
SVG2482AC package contents
Item Description
SVG2482AC Wi-Fi and
voice modem
High-speed DOCSIS 3.0 telephony cable modem,
two Wi-Fi access points, and four-port Ethernet
router
Power cord Power adapter and cord for an electrical wall
outlet connection
Ethernet cable Standard Category 5 (CAT5) or higher network
cable
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Chapter 1:Getting started
Item Description
Software license and
Warranty card
Safety and regulatory information, software
license, and warranty for the gateway
SVG2482AC Quick
Start Guide
Provides basic information for installing the
gateway and setting up a secure Wi-Fi connection
on your home network.
Additional items needed (not included)
The following items are not included in the box and must be purchased separately, if
required:
■Coaxial (coax) cable, if one is not already connected to a cable wall outlet
■RF splitter (for additional coaxial cable connections, such as a set-top box or Smart TV)
■Ethernet cable for each additional Ethernet-enabled device
System requirements
■High-speed Internet access account
■Web browser access – Internet Explorer, Google Chrome, Firefox, or Safari
■Compatible operating systems:
● Windows®10
● Windows 8
● Windows 7 Service Pack 1 (SP1)
Note: Although older versions of Microsoft Windows operating systems are
no longer specifically supported, they should still function with this model.
● Mac® 10.4 or higher
● UNIX®
● Linux®
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
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Chapter 2
Product overview
The product overview describes the features of the front and rear panels and explains the
information displayed on the Wi-Fi and voice modem label.
Front panel
SVG2482AC front view
SVG2482AC front panel LED icons
LED icon Blinking On (solid)
WPS
button
WPS Pairing process is in progress. Not applicable; LED will turn OFF after
the WPS-enabled device is connected.
Not applicable – LED does not blink. Power is properly connected with the
device power cord and the battery is not
connected.
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Chapter 2:Product overview
LED icon Blinking On (solid)
Scanning for Upstream (Send) and
Downstream (Receive) channel
connection.
Upstream and Downstream channels are
connected.
Scanning for an Internet connection. SVG2482AC is connected to your home
network.
2.4 GHz wireless connection is active;
SVG2482AC is sending or receiving
Wi-Fi data.
Wi-Fi is enabled.
5 GHz wireless connection is active;
SVG2482AC is sending or receiving
Wi-Fi data.
Wi-Fi is enabled.
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
AC power has failed or is not
connected; battery charge is low;
telephone is connected.
Battery is installed and fully charged.
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 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 for more
information.
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Chapter 2:Product overview
Rear panel
SVG2482AC rear view
SVG2482AC rear panel ports & connectors
Port name Description
Reset Button Recessed button located on the rear of your SVG2482AC can be used to
restart your gateway. See Reset SVG2482AC using the Reset button for
more information.
USB 2.0 port connection to power on your USB device(s)
Telephone Line
Ports (1 & 2)
Two telephony ports for RJ-11 cable connections:
■VoIP connection for a single or two-line telephone
■VoIP connection for a single-line telephone
Note: For an Alarm system connection, see Connect your
telephone for more information.
10/100/1000
Four one-gigabit Ethernet ports for RJ-45 cable connections:
■Yellow: LED is ON - Indicates a data transfer rate of one gigabit per
second
■Yellow: LED is Blinking - Indicates data traffic is in progress
■Amber: LED is ON - Indicates a data transfer rate of less than one
gigabit per second
■Amber: LED is Blinking - Indicates data traffic is in progress
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Chapter 2:Product overview
Port name Description
Coaxial cable connector
115 VAC Power Input connector
Warning: To avoid any damage to your SVG2482AC, only use the
power cord provided in the box.
Wi-Fi and voice modem label
Sample SVG2482AC Wi-Fi and voice modem labels
The Wi-Fi and voice modem label is located on the bottom of your SVG2482AC. It contains
the Wi-Fi and voice modem information that you may need when contacting your service
provider or ARRIS Technical Support.
To receive Internet service, contact your service provider for assistance. You may need to
provide the following information listed on the label:
■Wi-Fi and voice modem Model name (SVG2482AC)
■Wi-Fi and voice modem MAC address (HFC MAC)
■Wi-Fi and voice modem Serial number (S/N)
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Chapter 3
Installing the Wi-Fi and voice 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 the SVG2482AC to your client device
Before installing your SVG2482AC:
■Check with Comcast, your service provider, to ensure that broadband cable service is
available in your area.
To set up a Wi-Fi network, you will need a high-speed Internet connection provided by
Comcast.
Note: When contacting Comcast, you may need the information listed on the
device label located on the bottom of your SVG2482AC (see Wi-Fi & voice modem
label.
■Choose a location in your home where your client device and gateway are preferably
near existing cable and electrical wall outlets.
For the best Wi-Fi coverage in your home, a central location in your home or building is
recommended.
Note: The following installation procedure covers the wired Ethernet connection
process so that you can confirm that the SVG2482AC was properly installed and
can connect to the Internet.
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Chapter 3:Installing the Wi-Fi and voice modem
SVG2482AC connection diagram
1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not
included).
2. Connect the other end of the coaxial cable to the Cable connector on the rear of your
SVG2482AC.
Use your hand to tighten the connectors to avoid damaging them.
3. Connect the Ethernet cable (included) to the Ethernet port on your client device.
4. Connect the other end of the Ethernet cable to an open Ethernet port on the rear of
your SVG2482AC.
Optional: Repeat steps 3 and 4 for an additional client device or other network device
that you want to install as a wired connection on your home network.
5. Connect the power cord (included) to the Power port on the rear of your SVG2482AC.
6. Plug the other end of the power cord into an electrical wall outlet that is not controlled
by a wall switch.
Note: This automatically powers ON your SVG2482AC.
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 SVG2482AC 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.
Note: The SVG2482AC has battery back-up capability for Telephony backup only.
Battery usage is optional. To install the battery, see Install the battery (page19)
below for more information.
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Chapter 3:Installing the Wi-Fi and voice modem
1. Connect a telephone cord (not included) to the TEL LINE port on your telephone.
2. Connect the other end of the telephone cord to the TEL 1 port on the rear of the
SVG2482AC.
Note: Use the port to connect a two-line telephone. Then, contact a VoIP service
provider to activate your Telephony service TEL 1.
3. Optional: For a second telephone, connect a telephone cord of a single-line telephone to
the TEL 2 port on the rear of the SVG2482AC.
Note: For an Alarm System connection with a single telephone line, connect
the Alarm Panel to the port. If both telephone lines TEL 2 TEL 1 are providing
telephony services, use an RJ-31X adapter (not included) on the port.
4. Check to confirm that your telephone has a dial tone.
Install the battery
The SVG2482AC has battery backup capability for Telephony backup only. Battery usage is
optional. The SVG2482AC battery is available for purchase online at the ARRIS SURFboard
website: https://shop.surfboard.com/arris-telephony-modem-back-up-batteries .
1. Place the SVG2482AC on its side and locate the battery cover on the bottom of the
device.
2. Press down and pull on the locking tab of the battery cover to remove it.
3. Slide the battery (label side up) with the terminal end first into the battery compartment
until it is fully seated in place.
4. Replace the battery cover with the locking tab facing upward, and then push the cover
until it snaps in place.
Note: It may take up to 12 hours for the battery to reach a full charge.
Establish an Internet connection
Although your client device may already be configured to automatically connect to the
Internet, you should still perform the following 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, smartphone) connected to the
SVG2482AC if it is turned off, and then log on.
2. Check the front panel LEDs on your SVG2482AC.
During startup, the Power and US/DS (Upstream/Downstream) LEDs will FLASH and then
light up SOLID white. Please note that both Wireless LEDs will blink when your Wi-Fi
enabled device is connected on your home network.
Note: If you are a current voice subscriber with Comcast and purchased the
SVG2482AC, please call Comcast Customer Support at 1-855-OK-BEGIN
(1-855-652-3446) to activate your SVG2482AC.
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Chapter 3:Installing the Wi-Fi and voice modem
Note: If you are a new voice subscriber with Comcast, continue with the
following steps to set up your new Xfinity telephony service account and activate
your SVG2482AC.
3. Click or type xfinity.com/activate to open the Xfinity Activation page.
4. Follow the online instructions to enter your Xfinity account number and phone number.
5. Enter the following information to set up your online Xfinity login account and Wi-Fi
network login information:
■XFINITY Account Login Name
■XFINITY Account Password
■Wi-Fi Network Name
■Wi-Fi Network Password
Note: Select Show More Settings if you want to set up separate network
names and passwords for the 2.4 GHz and 5 GHz wireless radios on your
SVG2482AC.
If you already have an existing Wi-Fi network and you are replacing your router or
gateway, ARRIS suggests that you use the same Wi-Fi Network Name and Password that
is currently set for your Wi-Fi network.
Your Wi-Fi devices will automatically connect to your SVG2482AC Wi-Fi network.
6. To check for Internet connectivity, open a web browser (such as Internet Explorer,
Google Chrome, Firefox, or Safari) on your computer or laptop.
7. Click www.SURFboard.com or type a valid URL of your choice in the address bar and
press Enter.
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 SVG2482AC.
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