G18/G20: First Time Installation

Before Installation

Before beginning the installation, check that the following items were included with the G18/G20 Gateway:

• Wall Power Supply
• Quick Start Guide

Additional Item Needed (Not Included)

• 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, 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 the G18/G20.
     
  • Macintosh 10.4 and higher
  • UNIX
  • Linux

Install the G18/G20

1. Connect the coaxial cable to a cable wall outlet (if not connected) and the Cable connector on the rear of the G18/G20.  Hand-tighten the connectors to avoid damaging them.
    
2. Connect one end of an Ethernet cable to an Ethernet port of a computer and the other end to one of the two Ethernet ports on the back of the G18/G20.  
   
   NOTE: For Wi-Fi client devices connect to the Wi-Fi network SSID G18-XXXX or G20-XXXX SSID located on the bottom white sticker of the device.  When prompted enter the Wi-Fi Security Key to connect to the Internet.  
   
    
    
3. Connect the included Wall Power Supply to the Power port on the rear of the G18/G20 and then plug it into an electrical wall outlet that is not controlled by a wall switch.
   
   CAUTION: Overall functionality and performance cannot be guaranteed if the incorrect power supply is used when installing the G18/G20.  When using the incorrect power supply, the G18/G20 may get online and function, but firmware upgrades will not be completed successfully.  
   
   NOTE: This automatically powers ON the G18/G20.  There may be up to a 15-second delay for the Power LED on the G18/G20 front panel to light up after the power is connected.
   
   
    
4. Check for solid LED on the front panel of the G18/G20 gateway. 
   
   

   LED Behavior	Description
   Amber (Solid)	Power is connected.
   Green (Blinking)	Acquiring downstream/upstream connection.
   Green (Solid)	Online status in DOCSIS 3.0 mode.
   Blue (Solid)	Online status in DOCSIS 3.1 mode.
   Light Blue (Solid)	WAN over Ethernet mode.
   Amber (Blinking)	Firmware download.

5. Power on the computer and log in. 
    
6. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter www.surfboard.com into the address box and press the Enter key.  The service provider’s self-activation page may appear to register the G18/G20.
   
   NOTE: If the self-activation is unsuccessful, gather the HFC MAC Address labeled as HFC MAC and the Serial number (S/N) listed on the bottom label of the gateway and contact the service provider to activate the G18/G20.