ARRIS Consumer Care

mAX W30/W31: DSL Internet Setup

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Information

Question

How do I setup the mAX Router to my existing DSL 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 username and password for PPPoE or PPPoA connection must be configured in the DSL modem for authenication with the DSL service provider to access the Internet. This document describes how to install the mAX router with the DSL modem or Wi-Fi router.

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:

DSL modem or Wi-Fi router with active DSL Internet Service.
Bluetooth 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 services 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 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 Pro AX11000 or mAX Plus AX7800 Router, then tap the Next button.

NOTE: The mAX Pro AX11000 was selected for the device.
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 DSL - Based Modem or Gateway + button to expand the card.
For this setup there is a DSL modem or gateway. 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 DSL modem or gateway. Plug one end of the Ethernet cable into the port labeled WAN in yellow on the bottom of the mAX Router.
Plug the other end of the Ethernet cable into the DSL modem or gateway. Plug the DSL modem or gateway back into the power outlet.
Verify the DSL modem or gateway 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 blue flash when ready to connect to the app.
When the LED ring alternates flashing blue and white, tap the Next button.
The SURFboard Central app is connecting to the mAX Router.
The SURFboard Central app has successfully connected to the mAX Router. Tap the Next button.
The mAX Router is connecting to the Internet.
The mAX Router successfully connected to the Internet. Tap the Next button.
The mAX Router is searching for any new updates.
The mAX Router is downloading the new firmware found.
The mAX Router is being updated.
The SURFboard Central app is connecting to the mAX Router.
The SURFboard Central app has successfully connected to the mAX Router. Tap the Next button.
The mAX Router is connecting to the Internet.
The mAX Router successfully connected to the Internet. Tap the Next button.
The mAX Router is up to date. Tap the Next button.
The mAX Router is registering the device to ensure the features stay up to date.
Enter a wireless network name in the SSID Name field. The SSID character must be alphanumeric (letters and numbers) between 1 to 32 characters long.
Enter a wireless password in the Password field. The password needs to be 8 to 64 characters long. Use upper and lower case letter, numbers, and symbols for strength.
Tap the Next button.
The mAX Router is creating the Wi-Fi network.

NOTE: Android devices will automatically connect to 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 Settings in the mobile device to connect to the Wi-Fi network.
Congratulations, the mAX Router Home network is successfully configured. Tap the Continue button.
The Wi-Fi management features 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 # 18256 - mAX W30/W31: Add Additional mAX Satellite.
The Network is being optimized, tap the OK button.

NOTE: The Wi-Fi network connection maybe disconnected during this time. Please reconnect to the Wi-Fi network through setting 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 disable Wi-Fi and configure IP-Passthrough in the DSL modem.