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mAX WC4T: Fiber Internet Setup

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Question

How do I setup the mAX Router to my existing Fiber Internet Service?

Answer

Verizon Fiber service operates over a fiber-optic communication network. Some Fiber setups will use an Ethernet cable for data and coaxial cable for video, while others may use the Multimedia over Coax Alliance (MoCA) protocol for both data and video over a single coaxial cable. The mAX router replaces the Verizon Fiber Router. This document contains the following sections:

Verizon Fiber and TV Service Setup Before Onboarding
Verizon Fiber Internet Only (No TV) Setup Before Onboarding
Onboard the mAX 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:

Active Fiber Internet service.
Wi-Fi enabled on iPhone or Android device (mobile or tablet) with Internet access.
Power ON only 1 mAX Router during setup.

Verizon Fiber and TV Service Setup Before Onboarding
The following setup on the Fiber ONT (Optical Network Terminal) and the mAX router installation must be performed before onboarding the mAX router with the SURFboard Central mobile app.

NOTE: To use video streaming services, do not remove the Verizon router. The mAX router connects to the Verizon router to onboard and clients devices with the Fiber video app must connect to the Verizon router's network for streaming. Click here to onboard the mAX Router.

The Fiber ONT Ethernet port is turn OFF by default. To turn ON the Fiber ONT Ethernet port contact Verizon technical support. This allows Internet without coaxial in the house.
Disconnect the existing Ethernet cable from the Ethernet port of the ONT and connect one end of the Ethernet cable included with the mAX router.
Connect the other end of the Ethernet cable to the Ethernet port labeled WAN in yellow on the bottom of the mAX router.
Connect the power cord to the mAX router and plug it into an available electrical wall outlet. Allow 10 seconds for the LED ring to become amber.
Once the mAX router LED starts flashing blue and white, a Wi-Fi enabled device should be used to connect via Wi-Fi to the mAX. Click here to onboard the mAX Router.

Verizon Fiber Internet Only (No TV) Setup Before Onboarding
Before replacing the Verizon router with the mAX router the WAN IP address must be released from the Verizon router. The steps below will release the WAN IP address from the Verizon router to be used on the mAX router during onboarding.

Verizon router, login to the router at http://192.168.1.1. The admin username and password are on the label attached to the router.
Click on the My Network icon at the top.
Click the Network Connections from the menu on the left.
Click the Broadband Connection, then click Settings.
Scroll down and click Release under DHCP Lease.
Click Apply.
Disconnect the Ethernet cable from the Verizon router immediately to prevent it from leasing the WAN IP address.
To complete setup, click here to onboard the mAX Router.

Onboard the mAX Router

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 Dash AC3800, 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 9.
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 Fiber Based Modem or Gateway + button to expand the card.
For this setup there is a Fiber Based 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.

NOTE: The cable connection steps 17 - 18 can be skipped if connecting the mAX router to the Fiber ONT is performed in the Verizon Fiber and TV Service Setup Before Onboarding section. Click here to skip the steps for cable connections.
Unplug the power from the Verizon gateway. 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 Verizon gateway.
Plug the power back to the Verizon gateway and verify the Verizon gateway Online/Internet LED is solid. Plug the mAX Router into the power outlet.
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 mobile device is connecting to the mAX Router.
Tap the Join button.

NOTE: It may be required to access the Wi-Fi Setting in the mobile device to connect to the SURFboard-Onboarding Wi-Fi network.
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 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 # 18871 - mAX WC4T: 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.

If the Fiber Video app is used, do not configure the Verizon gateway in bridged mode. Client devices that use the Fiber Video app will remain connected the Verizon Gateway Wi-Fi network. Connect the rest of the client devices to the mAX Wi-Fi network.
If the Fiber Video app is not used, configure the Verizon gateway in bridged mode and connect the client devices to the mAX Wi-Fi network.

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