ARRIS Consumer Care

mAX W21: Wi-Fi Cable Modem Internet Setup

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Information

Question

How do I setup the mAX Router with my existing Wi-Fi cable modem?

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 Wi-Fi cable modem. This document describes how to install the mAX router with the Wi-Fi Cable modem.

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 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:

Wi-Fi Cable Modem with active Cable Internet Service.
Wi-Fi enabled on iPhone or Android device (mobile or tablet) with Internet access.
Power ON only 1 mAX Router during setup.

First Time mAX Installation

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

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.
Tap the box for SURFboard Mesh SURFboard mAX, then tap the Next button.
Tap the box for mAX AX6600, then tap the Next button.
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.
Enter a new email address into the Email address field for the mAX account.
Enter a first name in the First Name field and enter a last name in the Last Name field.
Tap the box for I agree to the Terms and Conditions, then tap the Sign Up button.
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.
Once the code is verified, tap the Next button.
Tap the Help Me Optimize My Network button.
Tap the Gateway: Cable Modem and Router Inbuilt + button to expand the card.
For this setup keep the Wi-fi cable modem as-is and set to bridge mode after onboarding is complete. Tap the I Have This Configuration button.
Tap the Continue button.
Tap the Next button.
Unpack a router, then tap the Next button.
Unplug the power from the Wi-Fi cable modem. Plug one end of the Ethernet cable into the yellow Ethernet port labeled WAN on the bottom of the mAX Router.
Plug the other end of the Ethernet cable into the Wi-Fi cable modem. Plug the Wi-Fi cable modem back into the power outlet.
Verify the cable modem Online/Internet LED is solid. 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.
When the LED ring alternates flashing green and white, tap the Next button.
Tap the Next button to connect to a Wi-Fi network without Internet access.
The SURFboard Central app is connecting to the mAX Router.
Tap the Join button.
The mAX Router successfully connected. Tap the Next button.
The mAX Router is connecting to the Internet.
The mAX Router successfully connected to the Internet.
The mAX Router is searching for new updates.
The mAX Router is up to date, tap the Next button.
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.
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.
Tap the Next button.
The mAX Router is creating the Wi-Fi network.
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.
The mAX Router is registering the device to ensure the features stay up to date.
Congratulations, the mAX Router Home network is successfully configured. Tap the Continue button.
The Wi-Fi management feature are being setup. Tap the Get Started button.
A few items moved from the Home screen to the My Network tab, tap the > icon.
A new My Experiences, tab has been created, tap the > icon
Parental Control and smart devices are managed in the My Experiences tab, tap the That's it icon.
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.
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.
The mAX Home screen, displays the My Network, My Devices, My Experiences, Network Speed, and Network Health.
Connect all client devices to the mAX Router.
To reduce multiple SSIDs and avoid network conflicts, it is recommended to configure the Wi-Fi cable modem into bridge mode like setup to disable its Wi-Fi network and router function. Refer to the Wi-Fi cable modem's manufacture for assistance.