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PN 365-095-33947 x.1 SBV2402 Internet & Voice cable modem for Xfinity® customers user guide
27
Chapter 7
Troubleshooting
Solutions
◼ The SBV2402 is plugged in, but the power light is off
◼ I cannot access the Internet
◼ I cannot access the Internet (Ethernet)
◼ I can get on the Internet, but everything is slow
◼ I don't have a dial tone when I pick up the phone
◼ Contact ARRIS consumer support
The SBV2402 is plugged in, but the power light is off
◼ Check all power connections. Is the power cord plugged in firmly at both ends?
◼ If you plugged the power cord into a power strip, make sure the strip is switched on.
◼ Try to plug the power cord into a different outlet. If the outlet is controlled by a wall
switch, make sure the switch is on.
◼ Finally, check the fuse or circuit breaker panel.
I cannot access the internet
The first time you power up your SBV2402 may take over 30 minutes to establish a
connection, especially if there are many people online. Always leave your SBV2402 plugged
into an AC power outlet and connected to the cable system.
Check the front panel lights:
◼ The Power and Online lights should be on.
◼ The Link light should either be on or blinking.
◼ If the Power light blinks for more than 30 minutes, call your service provider for
assistance.
Check your cable connections. Connectors should be tight. The coax cable should not be
pinched, kinked, or bent sharply—any of these can cause a break or short in the cable (you
may have to replace the cable). If you have one or more splitters between your SBV2402 and a
CATV outlet, remove the splitters and connect your SBV2402 directly to the outlet.
Proceed to the Ethernet solution, if necessary.
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