TM822R DOCSIS® 3.0 Telephony Modem For XFINITY Customers User Guide STANDARD PN 365-095-31188 x.
SURFboard TM822R Telephony Modem User Guide Release 8 STANDARD 1.0 ARRIS Copyrights and Trademarks © 2016 ARRIS Enterprises LLC. All Rights Reserved. No part of this publication 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 ARRIS Enterprises LLC. (“ARRIS”).
Table of Contents 1. Overview ................................................................................................................ 5 Introduction ....................................................................................................................... 5 Getting Support ................................................................................................................. 5 2. Safety Requirements ..........................................................................
Tools and Materials ................................................................................................ 26 Location................................................................................................................... 26 Wall Mounting Instructions .................................................................................... 26 Desktop Mounting Instructions .............................................................................. 28 Connecting the Telephony Modem .......
Chapter 1 Overview Introduction Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media, downloading new software, checking your email, or talking with friends on the phone, the SURFboard TM822R Telephony Modem brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone service. It also provides Lithium-Ion battery backup capability to provide continued telephone service during power outages.
Chapter 2 Safety Requirements The ARRIS Telephony Modem complies with the applicable requirements for performance, construction, labeling, and information when used as outlined below: CAUTION Potential equipment damage Potential loss of service Connecting the Telephony Modem to existing telephone wiring should only be performed by a professional installer. Physical connections to the previous telephone provider must be removed and the wiring must be checked; there must not be any voltages.
Chapter 2: Safety Requirements Do not locate the equipment within 6 feet (1.9 m) of a flame or ignition source (i.e. heat registers, space heaters, fireplaces, etc.). Use only the AC power adapter (if provided) and power cord included with the equipment. Equipment should be installed near the power outlet and should be easily accessible.
Chapter 2: Safety Requirements Consult the dealer or an experienced radio/TV technician for help. FCC Caution Changes or modifications to this equipment not expressly approved by the party responsible for compliance could void the user’s authority to operate the equipment. RF Exposure This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment. This equipment should be installed and operated with minimum distance of 11.
Chapter 3 Getting Started About Your New Telephony Modem The SURFboard TM822R Telephony Modem is DOCSIS 3.0 compliant with the following features: Speed: much faster than dialup or ISDN service; up to eight times faster than DOCSIS 2.0 cable modems. Connectivity: supports Ethernet connection. Flexibility: provides two independent lines of telephone service as well as high speed data. Compatibility: • • Data services: DOCSIS 3.0 compliant and backward-compatible with DOCSIS 2.0 or 1.
Chapter 3: Getting Started Coaxial cable (coax): This is a round cable with a connector on each end. It is the same kind of wire used to connect to your television for cable TV. You can buy coax from any electronics retailer and many discount stores; make sure it has connectors on both ends. Be sure that the coax cable you choose has screw-on connectors. The coax should be long enough to reach from your Telephony Modem to the nearest cable outlet.
Chapter 3: Getting Started Wall-mounting hardware (optional): if you want to wall-mount your Telephony Modem, you need to obtain two drywall anchors or wood screws. Information packet: your service provider should furnish you with a packet containing information about your service and how to set it up. Read this information carefully and contact your service provider if you have any questions.
Chapter 3: Getting Started Recommended Hardware The following hardware configuration is recommended. Computers not meeting this configuration can still work with the TM822R, but may not be able to make maximum use of TM822R throughput. CPU: P4, 3GHz or faster. RAM: 1GB or greater. Hard drive: 7200 RPM or faster. Ethernet: Gig-E (1000BaseT). Windows Windows Vista, Windows 7, Windows 8, or Windows 10. A supported Ethernet LAN connection must be available. Mac OS System 7.5 to Mac OS 9.
Chapter 3: Getting Started About this Manual This manual covers the Touchstone TM822R Telephony Modem. The model number is on the label affixed to the Telephony Modem. 1. Model Number What About Security? Having a high-speed, always-on connection to the Internet requires a certain amount of responsibility to other Internet users—including the need to maintain a reasonably secure system.
Chapter 3: Getting Started Use the service provider’s mail servers for sending email. Avoid using proxy software unless you are certain that it is not open for abuse by other Internet users (some are shipped open by default). Criminals can take advantage of open proxies to hide their identity when breaking into other computers or sending spam. If you have an open proxy, your service provider may suspend your account to protect the rest of the network.
Chapter 4 Battery Installation and Removal Introduction The TM822R Telephony Modem supports a Lithium-Ion backup battery to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power. Note: The battery is intended only to provide emergency telephone service in the case of a power outage. LED operation is reduced when the Telephony Modem is operating on battery power.
Chapter 4: Battery Installation and Removal Extended Backup Battery Refer to Extended Battery Installation and Replacement (page 18). Maximum backup battery: provides up to 18 hours (6-cell) or 24 hours (8-cell) of backup time, depending on model and usage. It replaces the battery door, and increases the height of the Telephony Modem by about 5/8" (16 mm).
Chapter 4: Battery Installation and Removal Basic Battery Installation and Replacement This model of the Telephony Modem has the ability to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power. Use this procedure to install and to replace the backup battery. 1. Press down and pull back on the latch holding the battery door (on the bottom of the Telephony Modem). Pull the door toward you. Set the door aside in a safe place.
Chapter 4: Battery Installation and Removal Note: Batteries will not insert completely into the Telephony Modem if not oriented correctly. The battery should slide into the bay without significant force. Line up the guides on the battery with the slots in the battery bay. 3. Push the battery pack into the bay until it seats into place.
Chapter 4: Battery Installation and Removal 1. Press down and pull back on the latch holding the battery door (on the bottom of the Telephony Modem). Pull the door toward you. Set the door aside in a safe place. 1 - Latch End CAUTION Risk of equipment damage Improperly inserting the battery may damage the battery connector in the Telephony Modem. Carefully follow the instructions in the next step to avoid damage. 2.
Chapter 4: Battery Installation and Removal WRONG WRONG RIGHT 3. Push the battery pack into the bay until it latches into place. If you are taking the battery out of the Telephony Modem, use the battery pull strap to dislodge the battery. Note: The Telephony Modem will not begin operating until you apply AC power. 4. Replace the door. To do so, place the tabs of the battery door into the slot inside the Telephony Modem battery compartment.
Chapter 4: Battery Installation and Removal 1. Press down and pull back on the latch holding the battery door (on the bottom of the Telephony Modem). Pull the door toward you. Set the door aside in a safe place. 1 - Latch End 2. Place the battery on a firm horizontal surface. 3. Position the Telephony Modem over the battery, aligning the slots on the battery bay with the tabs on the battery. Push straight down on the Telephony Modem until the battery latch clicks into place.
Chapter 4: Battery Installation and Removal 4. To remove the battery, grasp the battery and pull back on the latch at the front of the battery. Then gently rock the battery out of the bay. Note: Telephony Modems use a Lithium-Ion battery pack. Please recycle or dispose of the battery responsibly and in accordance with local ordinances. Battery Usage and Storage Conditions The life expectancy of your battery should be several years, provided that it was purchased from an approved source.
Chapter 5 Installing and Connecting your Telephony Modem Before you start, make sure that: You have contacted your service provider and verified that they provide data and telephone service using standard DOCSIS technology. You have all the Items You Need (page 9). Cable, phone, and power outlets are available near the computer. If a cable outlet is not conveniently located, your service provider can install a new one.
Chapter 5: Installing and Connecting your Telephony Modem Front Panel The front of the Telephony Modem has the following indicators. Battery: indicates the battery status. Tel 2: indicates the status of telephone line 2. Tel 1: indicates the status of telephone line 1. Link: indicates Ethernet connectivity between the Telephony Modem and computer. it may be yellow or green to indicate the connection speed. Online: indicates internet data transmission status. US: indicates upstream connectivity.
Chapter 5: Installing and Connecting your Telephony Modem Rear Panel The rear of the Telephony Modem has the following connectors and controls. Tel 1/2: connector for the first phone line (or both lines of a 2-line phone). Tel 2: connector for the second phone line. Ethernet: connector for use with a computer LAN port. Coax Cable: connector for the coaxial cable. Power: connector for the power cord. Reset button: resets the Telephony Modem as if you power cycled the unit.
Chapter 5: Installing and Connecting your Telephony Modem If you want to mount the Telephony Modem on a wall, does the location provide a solid surface for secure attachment? For best results when mounting the Telephony Modem on drywall, position the Telephony Modem so at least one of the screws are fastened to a stud. This may prevent the Telephony Modem from pulling out of the wall in the future.
Chapter 5: Installing and Connecting your Telephony Modem 1. Position the mounting template on the surface where you intend to mount the Telephony Modem and sercure in place with transparent tape. 2. Drill holes through the template in the specified locations for the mounting screws. After drilling holes, remove the template from the service. 3. If using drywall anchors, set them into the wall. Then, drive the screws into the wall leaving a gap of about 1/8” (3 mm) between the screw head and the wall.
Chapter 5: Installing and Connecting your Telephony Modem 4. Slip both mounting slots in the back of the Telephony Modem over the screws, then slide the case down until the narrow end of the keyhole slot contacts the screw shaft. 5. Proceed to Connecting the Telephony Modem. Desktop Mounting Instructions 1.
Chapter 5: Installing and Connecting your Telephony Modem Connecting the Telephony Modem WARNING Risk of injury or equipment damage Connecting the Telephony Modem to the home’s existing telephone wiring should only be performed by a professional installer. Physical connections to the previous telephone provider must be removed and the wiring must be checked; there must not be any voltage. Cancelation of telephone service is not adequate.
Chapter 5: Installing and Connecting your Telephony Modem 4. Connect one end of the telephone cable to the telephone port on the back of the Telephony Modem. Connect the other end to the telephone. STANDARD PN 365-095-31188 x.1 TM822R DOCSIS® 3.0 Telephony Modem For XFINITY Customers User Guide © 2016 ARRIS Enterprises LLC. All Rights Reserved.
Chapter 6 Configuring Your Ethernet Connection If your computer is equipped with a LAN card providing an Ethernet connection, you may have to configure your computer’s TCP/IP settings. The steps that follow will guide you through setting your computer’s TCP/IP settings to work with the Telephony Modem. Requirements Make sure you have the following before attempting to configure your Ethernet connection: Computer with Ethernet interface. Ethernet cable (supplied).
Chapter 6: Configuring Your Ethernet Connection 4. Double-click the Local Area Connection to open the Properties window: Note: If Windows requests permission to continue, click Continue. 5. Double-click Internet Protocol Version 4 (TCP/IPv4) to configure TCP/IPv4. Note: If your cable provider requires TCP/IP version 6, double-click Internet Protocol Version 6 (TCP/IPv6) to configure TCP/IPv6. The TCP/IP properties window for the version you selected displays. 6.
Chapter 6: Configuring Your Ethernet Connection 2. Click the Network icon. 3. Choose Automatic from the Location drop-down menu, and Built-in Ethernet from the Show menu. 4. Choose the TCP/IP tab, if necessary. If you are using TCP/IPv4, go to step 5. If your cable provider requires TCP/IPv6, go to step 8. 5. Choose Using DHCP from the Configure IPv4 menu. 6. If necessary, click the Renew DHCP Lease button. 7. Close the System Properties application. TCP/IPv4 configuration is completed. 8.
Chapter 7 Using the Telephony Modem This chapter describes the controls and features available on the Telephony Modem, and covers basic troubleshooting procedures. Setting up Your Computer to Use the Telephony Modem (page 34) Indicator Lights for the TM822R (page 34) Using the Reset Button (page 37) Booting from Battery (page 37) Setting up Your Computer to Use the Telephony Modem Follow the instructions in the information packet supplied by your service provider.
Chapter 7: Using the Telephony Modem Battery Mismatch If the Telephony Modem alternates flashing the Battery light and all other lights, the installed battery is incompatible with the Telephony Modem. Remove the battery and install one of the batteries described in Battery Installation and Removal (page 15).
Chapter 7: Using the Telephony Modem Mode Power US/DS Online Link Tel 1 / Tel 2 Battery No AC Power No Battery Off Off Off Off Off Off Firmware Upgrade On Flash On (normal operation) (normal operation) (normal operation) Note 1: Your service provider may configure the Telephony Modem to always display the DS, US, and Link indicators in green regardless of the connection speed or swap the meaning (speed indication) of yellow and green.
Chapter 7: Using the Telephony Modem Cable Modem Startup Sequence DS US Online Description Flash Off Off Downstream search On Flash Off Downstream found; upstream search On On Flash Downstream and Upstream found; retrieving setup information from service provider On On On Ready for service Using the Reset Button Use the Reset button, on the back of the Telephony Modem, to reset the modem and perform initialization as if you power cycled the unit.
Chapter 8 Troubleshooting The Telephony Modem is plugged in, but the Power light is Off Check all power connections. Is the power cord plugged in firmly at both ends? If you plugged the power cord into a power strip, make sure the strip is switched on. Try to plug the power cord into a different outlet. If the outlet is controlled by a wall switch, make sure the switch is on. Finally, check the fuse or circuit breaker panel.
Chapter 8: Troubleshooting Press the Reset button on the back of the Telephony Modem. I can get on the Internet, but everything is slow If the Web site you are visiting is very popular, that site may be having trouble servicing all the requests. If other sites download quickly, wait for a few minutes and try again. Usage during peak hours may also affect the connection speed. Other communications on the LAN may slow down the connection.
Chapter 8: Troubleshooting • If so, unplug the phone connector at the back of the Telephony Modem and plug in a known working phone. If you now have dial tone, the problem is with the house wiring. Contact your service provider or a qualified wiring technician to correct the house wiring. If you still do not have dial tone, contact your service provider. STANDARD PN 365-095-31188 x.1 TM822R DOCSIS® 3.0 Telephony Modem For XFINITY Customers User Guide © 2016 ARRIS Enterprises LLC. All Rights Reserved.
Glossary A Amp-Hour A measure of battery capacity. For example, a 1.0Ah battery can nominally supply one Ampere of current for one hour. C Category 5e (Cat5e) A high-quality type of cable, used for gigabit Ethernet (1000BaseT) connections. When purchasing Ethernet cables, always look for Category 5e cable. Coaxial cable (coax) A thin wire, used to connect your television and Telephony Modem to the cable TV system. You can buy coax from any electronics retailer and many discount stores.
Event I An informational message used for monitoring network status. IP address F F-connector The type of connector used on coax cable. There are two common types of Fconnector, slip-on and screw-on. Use coax with screw-on connectors for connecting your Telephony Modem. Firewall A hardware or software device that prevents unauthorized access to a private network from the Internet. The TM822R provides a built-in firewall.
P Protocol A set of rules and formats that determines the communication behavior of network entities at a given layer. Proxy A device or program that stands in between a server (for example, a web site) and a client (your browser), providing a way to relieve some of the burden from the server.
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