ARRIS Consumer Care

mAX W61: U-Verse Internet Setup

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Information

Question

How do I setup the mAX Router to my existing U-Verse Internet service?

Answer

The SURFboard Central app is required to onboard the mAX router during first-time installation and to manage the home network. This document describes how to install the mAX router with the U-Verse gateway.

The SURFboard Central app is available on both the App Store and Google Play Store at no charge.

NOTE: When connecting the mAX router to 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).
Mobile device must have Internet access through the home network, mobile data, or ISP Hotspot.

First-Time mAX Installation

Download the SURFboard Central app from the app store on an Apple or Android mobile device.
Tap the SURFboard icon then tap the Get Started button.
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 to 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 SURFboard mAX SURFboard Mesh System box, then tap the Next button.
Tap the mAX 6E AXE6600 box, 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.
Enter a first name in the First Name field and enter a last name in the Last Name field.
Tap the I agree to the Terms and Conditions box, 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 Install Satellite Now (Recommended) button.
Plug the Main Router into the power outlet.

NOTE: The LED ring will change from solid amber to flashing green and white when ready to connect to the app.
Tap the Help Me With My Internet Connection button.
Tap the DSL Based Modem or Gateway + button to expand the card.
Tap the I have This Configuration button.
Unplug the power from the U-Verse gateway. Plug one end of the Ethernet cable into the yellow Ethernet port on the bottom of the Main Router.
Plug the other end of the Ethernet cable into the U-Verse gateway. Plug the U-Verse gateway back into the power outlet.
Verify the U-Verse gateway Broadband/Service LED is solid, then tap the Continue button.
Tap the Help Me With My Satellite/Placement Connection button.
Tap the Continue button to begin viewing the placement tips.
Placement tip # 1: Place the Main Router and Satellite on different floors. Tap the Next button.
Tap the Next button.
Placement tip # 2: Place the Main Router and Satellite at least 10 - 30 feet apart. Tap the Next button.
Placement tip # 3: Place the mAX in an open and elevated spot. Avoid placing next to large appliances. Tap the Next button.
Placement tip # 4: Place the Satellite in a central location and keep it in a spot that's in the vicinity of majority of the client devices so that the Satellite has a good line of sight of the devices.
Plug the mAX Satellite into a power outlet using the provided power supply. Tap the Continue button.

NOTE: The LED ring will change from solid amber to solid purple.
Tap the Scan button.
The application would like to access the camera, tap the OK button.
SURFboard Central needs permission to access the mobile device's camera to scan the QR code.

For iOS: Tap the OK button to provide permission for SURFboard Central to access the camera.
For Android: Tap the Allow button to provide SURFboard Central access to take pictures and record video.
Scan the QR code on the Quick Start Guide or the bottom of the Main Router.
The mAX router is registering the device to ensure the features stay up to date.
When the Main Router LED is flashing green and white, and the Satellite LED is solid blue, tap the Continue button.
The Main Router and Satellite are being connected.
The system is connected to the back office, tap the Continue button.
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 letters, numbers, and symbols for strength.
Tap the Next button.
The System is being updated, tap the Continue button.
Tap the Allow 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.
Tap the OK button to continue with the Network optimization.
Tap the Join button to connect to the Wi-Fi network.

NOTE: Android devices will automatically connect to the Wi-Fi network.
The Network optimization in progress message will appear at the top of the screen.
After a few minutes, the Main Router is online. Tap the OK button to continue the Satellite installation in the background.
The Satellite installation ongoing message will appear at the top of the screen.
After a few minutes the Satellite installation is completed, tap the OK button.
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's Wi-Fi network.
To reduce multiple SSIDs and avoid network conflicts, it is recommended to disable Wi-Fi, disable Firewall, and configure IP-Passthrough or bridge mode in the U-Verse gateway.