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mAX W21: U-Verse Internet Setup

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Question
How do I setup the mAX Router to my existing U-Verse Internet service?
Answer
The SURFboard Central app is require to onboard the mAX router during first time installation and to manage the home network. The mAX router replaces the Wi-Fi network of the U-Verse gateway.

To use the mAX Router as the primary Wi-Fi router and firewall, the U-Verse gateway needs to be setup for IP Passthrough.  The IP Passthrough feature allows the mAX Router to have the Gateway's public address assigned to it.  Client devices can connect to the U-verse gateway, but it's recommended to move all clients devices to the mAX Router.  This document contains the following sections:
The SURFboard Central app is available on both App Store and Google Play store at no charge.  

Before the Installation

Verify that the following items were included with the ARRIS mAX Router.  The mAX Router, power supply and Ethernet cable are necessary to perform the installation. 
  • mAX Mesh Wi-Fi Router
  • Power Adapter
  • Ethernet Cable (Cat 5e or higher)
  • End User License Agreement
NOTE: When connecting the mAX router in a secured network, the Firewall must allow inbound and outbound ping traffic for the mAX router to onboard successfully.  Please check with the router manufacturer for assistance.

Requirements:
  • U-Verse gateway with active U-Verse Internet Service Only (no TV).
  • Wi-Fi enabled on iPhone or Android device (mobile or tablet) with Internet access.
  • Power ON only 1 mAX Router during setup.
  • Configure U-Verse gateway for IP Passthrough.

 
First Time mAX Installation
  1. Access the App Store or Google Play Store to search for SURFboard Central and download the app. 
     
  2. Tap the SURFboard icon then tap the Get Started button.  The mAX notifications pop-up will appear. 

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  3. It is required to enable Location services in the SURFboard Central app to perform first time setup installation.  The steps and screens in iOS may vary from Android OS.  For more information on the location services or change the Location Service in the mobile device settings, refer to article # 18476 - SURFboard Central: Location Services

    For iOS: Tap the Allow While Using the app button and then tap the Continue button. 
    Allow Once -  Location services is enabled during this instance and will be asked again when the app is hard closed and reopened.
    Allow While Using the app - Location services is enabled only when the app is in use.

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    For Android: Tap the Continue button.  Tap the Allow button on the access device's location services and access photos, media, and files on your device message prompts.  These permission are mandatory to perform first time setup installation of the mAX router. 

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  4. Tap the box for SURFboard Mesh SURFboard mAX, then tap the Next button.

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  5. Tap the box for mAX AX6600, then tap the Next button.

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  6. If this is a first time setup tap the Sign Up button.

    NOTE: If the mAX router was factory reset, enter the email address that was used to onboard the mAX router into the Email address field, then tap the Sign In button.  Click here to proceed to step 10.

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  7. Enter a new email address into the Email address field for the mAX account.
     
  8. Enter a first name in the First Name field and enter a last name in the Last Name field.
     
  9. Tap the box for I agree to the Terms and Conditions, then tap the Sign Up button.

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  10. A verification code email will be sent to the email used.  Enter the verification code into the blank field.

    NOTE: Tap the Resend link to resend the verification code email if not received.

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  11. Once the code is verified, tap the Next button.

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  12. Tap the Help Me Optimize My Network button.

    Right click on the image to save it to your computer.

     
  13. Tap the DSL - Based Modem or Gateway + button to expand the card.

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  14. For this setup there is a U-Verse gateway.  Tap the I Have This Configuration button.

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  15. Tap the Continue button.  

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  16. Tap the Next button.

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  17. Unpack a router, then tap the Next button.

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  18. Unplug the power from the U-Verse.  Plug one end of the Ethernet cable into the yellow Ethernet port labeled WAN on the bottom of the mAX Router.
     
  19. Plug the other end of the Ethernet cable into the U-Verse gateway.  Plug the U-Verse gateway back into the power outlet.
     
  20. Verify the U-Verse Boardband/Service LED is green.  Plug the mAX Router into the power outlet.

    NOTE: The LED ring will change from amber to solid with a quick green flash when ready to connect to the app.

     
  21. When the LED ring alternates flashing green and white, tap the Next button.

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  22. Tap the Next button to connect to a Wi-Fi network without Internet access.

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  23. The SURFboard Central app is connecting to the mAX Router.

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  24. Tap the Join button.   

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  25. The mAX Router successfully connected.  Tap the Next button.

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  26. The mAX Router is connecting to the Internet.  

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  27. The mAX Router successfully connected to the Internet.

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  28. The mAX Router is searching for new updates.

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  29. The mAX Router is up to date, tap the Next button.

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  30. Enter a wireless network name in the SSID Name field.  The SSID character must be alphanumeric (letters and numbers) between 1 to 32 character long.
     
  31. Enter a wireless password in the Password field.  The password needs to be 8 to 64 character long.  Use upper and lower case letter, number, and symbols for strength.
     
  32. Tap the Next button.

    Right click on the image to save it to your computer.

     
  33. The mAX Router is creating the Wi-Fi network.

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  34. Tap the Join button to connect to the Wi-Fi network. 

    NOTE: It may be required to access the Wi-Fi Setting in the mobile device to connect to the Wi-Fi network. 

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  35. The mAX Router is registering the device to ensure the features stay up to date.

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  36. Congratulations, the mAX Router Home network is successfully configured.  Tap the Continue button.

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  37. The Wi-Fi management feature are being setup.  Tap the Get Started button.

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  38. A few items moved from the Home screen to the My Network tab, tap the > icon.
     
  39. A new My Experiences tab has been created, tap the > icon.
     
  40. Parental Control and smart devices are managed in the My Experiences tab, tap the That's it icon.

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  41. To install the satellite mAX unit, tap the Install Now button or to setup later, tap the Install Later button (e. the Install Later button was tapped). 

    NOTE: To install additional satellite, refer to article # 18683 - mAX W21: Add Additional mAX Satellite Setup.

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  42. The Network is being optimized, tap the OK button. 

    NOTE: The Wi-Fi network connection may be disconnected during this time.  Please reconnect to the Wi-Fi network through settings if not connected.

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  43. The mAX Home screen, displays the My Network, My Devices, My Experiences, Network Speed and Network Health.
     
  44. Connect all client devices to the mAX Router.

    NOTE: To Setup the U-Verse gateway for IP Passthrough, click here.

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U-Verse Gateway IP Passthrough Setup
  1. Launch a web browser using the same mobile device.  Enter http://192.168.1.254 into the address box, and press the Enter key.  The Status page will appear.
     
  2. Click the Home Network link from the top menu, then click the Wi-Fi sub-menu link. The Wi-Fi page will appear.

    NOTE: If the Access Code Required page appears, enter the Device Access Code printed on the label on the side of the gateway and click the Continue button.

     
  3. Click the Radio Selection drop-down menu and select 2.4 GHz Radio, then click the Wi-Fi Operation drop-menu and select Off to disable the Wi-Fi.
     
  4. Click the Save button.  The Wi-Fi Warning page will appear.

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  5. Click the Continue button to save changes.

    NOTE: Repeat steps 2 - 5 to disable the 5 GHz Radio.

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  6. Click the Firewall link from the top menu, then click the IP Passthrough sub-menu link.  The IP Passthrough page will appear. 

    NOTE: If the Access Code Required page appears, enter the Device Access Code printed on the label on the side of the gateway and click the Continue button.

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  7. Click the Allocation Mode drop-down tab and select Passthrough.
     
  8. Click the Passthrough Mode drop-down tab and select DHCPS-fixed.
     
  9. Click the Passthrough Fixed MAC Address drop-down tab and select the mAX Router's WAN MAC ID which populates in the Manual Entry box after selection.

    NOTE: To locate the MAC address of the mAX Router, tap the My Network icon and then the Main AP icon in the SURFboard Central app. Scroll down and tap the Details + button to expand the card.  The MAC address is displayed under the MAC Address field. 

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  10. Click the Save button, then click the restart link above the IP Passthrough heading.

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  11. The U-verse gateway is restarting and will be unresponsive for two minutes.  After two minutes the Device Status page will appear. 
     
  12. Verify that the U-verse Broadband/Service LED is solid green then power cycle the mAX Router. 
     
  13. Verify that the mAX ring LED is solid blue, then remove all client devices from the U-verse gateway and connect them to the mAX Router.

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