ARRIS Consumer Care

SVG2482AC: Troubleshooting Internet Connectivity

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Question

How do I troubleshoot Internet connection issues with my SVG2482AC Gateway?

Answer

If all the client devices in the home network have lost Internet connectivity, troubleshooting may resolve or provide insight into the cause of the issue. This document provides helpful troubleshooting steps for Internet connectivity issues with the SVG2482AC.

Troubleshooting on the SVG2482AC is not needed if the following scenarios are applicable.

Compatible Cable Provider
Xfinity is the only compatible cable provider for the SVG2482AC. The SVG2482AC is not compatible with other cable providers, please check the cable provider's website for compatible SURFboard modems and gateways.
First Time Setup
For first-time installation of the SVG2482AC in a home network, follow the installation steps in article # 17185 - SVG2482AC: First Time Installation.
At Least One Client Device with Internet Access
The SVG2482AC is connected to the Internet if at least one client device in the home network can access the Internet. Connect the clients without Internet access to the SVG2482AC with an Ethernet cable or to the Wi-Fi network. Additional troubleshooting may be needed on the client without the Internet.

The following troubleshooting steps are to be followed in sequence.

Check the Gateway's LED Light Status
Power Cycle the Gateway
Check the Cable Signal Levels
Reset to Factory Defaults

Check the Gateway's LED Light Status
The first step in troubleshooting is to check the top 3 LEDs located on the front of the SVG2482AC. Reference the table below to identify the possible issue for each LED status and perform the steps listed under Possible Solutions. The detailed troubleshooting steps for power cycle, check cable signal level, and resetting to factory default are available below the LED Light Status table.

LED	Status	Possible Issues	Possible Solutions
Power	Off - No power on the gateway	Bad power cord Power cord disconnected No power on the electrical outlet Gateway power on failure	Check for damages on the power cord. Connect the power cord from the gateway to an electrical outlet. Check that the electrical outlet is working; if controlled by a wall switch, confirm the wall switch is on. Try a different electrical outlet.
US/DS	Blinking - The gateway receives low-quality or no cable signal	Loose or disconnected coax cable Cable signal outside the acceptable range	Securely tighten the connectors on each end of the coaxial cable by hand. If applicable, check the television service to ensure the cable service is operating properly. Power cycle the gateway by disconnecting the power cord for one minute and connecting it back to the outlet. Check the cable signal levels in the Web manager of the SVG2482AC. Reset to factory defaults on the gateway as the last resort.
Online	Blinking - The gateway is scanning for an Internet connection	Gateway activation is needed Cable signal outside the acceptable range	Power cycle the gateway by disconnecting power cord for one minute and connecting it back to the outlet. Check the cable signal levels in the Web manager of the SVG2482AC. Contact the cable provider to reactivate the gateway. Reset to factory defaults on the gateway as the last resort.

Power Cycle the Gateway
Power cycling the gateway is one of the easiest troubleshooting methods that may resolve connectivity issues. It allows the SVG2482AC to establish a connection while retaining its current configuration settings. Following the steps below to power cycle the SVG2482AC.

Shut down the computer.
Disconnect the power cord from the AC wall outlet and wait one minute.
Connect the power cord to the wall outlet.
Wait until the Power, DS/US, and Online LEDs are solid white.

NOTE: It may take up to 15 minutes for the SVG2482AC to complete the boot-up sequence and connect to the Internet.
Restart the computer.

Check the Cable Signal Levels
All DOCSIS cable modems require that the cable signals fall within a very specific range to be an acceptable level for the gateway to connect to the Internet. The Downstream Power, Downstream SNR (Signal to Noise Ratio), and Upstream Power levels must be within the acceptable ranges for the SVG2482AC gateway to operate properly.

Launch a web browser, such as Internet Explorer, Firefox, or Safari. Enter http://10.0.0.1 into the address box, and press the Enter key. The Login page will appear.
On the Login page, enter admin in the Username field.
Enter password in the Password field then click the Login button. The Gateway > At a Glance page will appear.

NOTE: A prompt to change the password appears when the SVG2482AC is using the default password. To change the password click the OK button or click the Cancel button to bypass it.
On the left-hand menu, click the Connection link then click the XFINITY Network link on the sub-menu. The Gateway > Connection > XFINITY Network page will appear.
In the Downstream section, verify Power levels are within the acceptable range of -15 dBmV to +15 dBmV for each downstream channel.
In the Downstream section, identify the Modulation and Power to verify SNR levels are within the acceptable range for each downstream channel.

Downstream Signal To Noise Ratio (SNR)
Modulation Power Acceptable SNR
64QAM -15 to 15 dBmV 23.5 dB or greater
256QAM -6 to 15 dBmv 30 dB or greater
-15 to -6 dBmV 33 dB or greater

In the Upstream section, identify the Symbolic Rate to verify Upstream Power levels are within the acceptable range.

Upstream Transmit Power Level
Channel	US Channel Type	Symbol Rate	Acceptable US Power Level
Single	TDMA	1280 Ksym/sec	45 to 61 dBmV
	ATDMA	2560 Ksym/sec	45 to 58 dBmV
	ATDMA	5120 Ksym/sec	45 to 57 dBmV
Two	TDMA	1280 Ksym/sec	45 to 58 dBmV
	ATDMA	2560 Ksym/sec	45 to 55 dBmV
	ATDMA	5120 Ksym/sec	45 to 54 dBmV
Three or more	TDMA	1280 Ksym/sec	45 to 55 dBmV
	ATDMA	2560 Ksym/sec	45 to 52 dBmV
	ATDMA	5120 Ksym/sec	45 to 51 dBmV

Refresh the page at least twice to identify variations in SNR, Downstream Power, and Upstream Power.

NOTE: If either of the signal levels are outside of the acceptable range, power cycle the gateway.
Contact the cable provider to adjust the signal level to the acceptable level range if the signal levels are outside of the acceptable range.

Reset to Factory Defaults
Resetting the SVG2482AC to the factory default settings should be used as the last resort. This troubleshooting method resets all of the settings to the factory default state, clearing all previous connectivity configurations set by the cable provider and erasing all custom configurations set by the user.

Carefully insert the tip of a pen or an unwound paperclip into the reset button and press on to it.
Hold down the Reset button for at least 15 seconds and release it. The SVG2482AC will then reboot, once the Wi-Fi LEDs flash the SVG2482AC has finished rebooting and will be configured with the default settings.

NOTE: It may take up to 15 minutes for the SVG2482AC to complete the boot-up sequence and connect to the Internet.
Connect a client device to the SVG2482AC with an Ethernet cable or connect to the default Wi-Fi network. The Wi-Fi network name (SSID) and password are located on the side of the SVG2482AC.

NOTE: It is required to change the default Wi-Fi credentials for Internet access. It is recommended to set up the Wi-Fi name and password previously used for the existing Wi-Fi clients to automatically reconnect.
Launch a browser such as Internet Explorer, Chrome, or Safari. Enter www.xfinity.com/ in the address bar and press the Enter key to access the XFINITY Welcome page.
On the XFINITY Welcome page, click the Continue button.
On the Welcome page, click the Let's Get Set Up button. The Create Your Wi-Fi Name and Password page will appear.
On the Create Your Wi-Fi Name and Password page, enter the desired name in Wi-Fi Name field.
Enter the desired password in the Wi-Fi Password field.

NOTE 1: The system does not accept the default Wi-Fi name (SSID) and password.

NOTE 2: Click the Show More Settings to configure different Wi-Fi names and passwords for the 2.4 GHz and 5 GHz networks.
Click the Next button. The Confirm Wi-Fi Settings page will appear.
On the Confirm Wi-Fi Setting page, review the Wi-Fi Name and Password. Then click the Next button to proceed.

NOTE: Click the Previous Step link to modify the Wi-Fi Name and Password.
The Your Wi-Fi is Nearly Complete page appears when the changes to the Wi-Fi settings are in progress.
Once the Wi-Fi is configured the Your Wi-Fi is Ready page will appear.
Reconnect the client device with the new Wi-Fi credentials.