NETGEAR CM500 Manual de usuario

350 East Plumeria Drive

San Jose, CA 95134

USA

February 2015

202-11472-04

CM500 High Speed Cable Modem

User Manual

CM500 High Speed Cable Modem

Support

Thank you for selecting NETGEAR products.

After installing your device, locate the serial number on the label of your product and use it to register your product at

https://my.netgear.com. You must register your product before you can use NETGEAR telephone support. NETGEAR

recommends registering your product through the NETGEAR website.

For product updates and web support, visit http://support.netgear.com.

Phone (US & Canada only): 1-888-NETGEAR.

Phone (Other Countries): Check the list of phone numbers at http://support.netgear.com/general/contact/default.aspx.

Compliance

For regulatory compliance information, visit http://www.netgear.com/about/regulatory.

See the regulatory compliance document before connecting the power supply.

Trademarks

used for reference purposes only.

Contents

Chapter 1 Hardware and Internet Setup

Unpack Your Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Back Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Product Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Install and Activate Your Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Connect Your Cable Modem to a Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Set Up Your Internet Service with Comcast Xfinity. . . . . . . . . . . . . . . . . . . . . . 9

Perform a Speed Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Connect Your Cable Modem to a Router After Installation and Activation . . . 10

Chapter 2 Manage and Monitor

View Cable Modem Initialization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

View Cable Modem Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

View and Clear Event Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Change the admin Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Reboot the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Reset the Cable Modem to Factory Default Settings . . . . . . . . . . . . . . . . . . . . . 17

Use the Reset Button on the Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Use the Factory Reset Software Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Change the Cable Connection Starting Frequency . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 3 Troubleshooting

Use LEDs to Troubleshoot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Cannot Log In to the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Troubleshoot the Cable Internet Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Appendix A Technical Specifications

1. Hardware and Internet Setup

The NETGEAR CM500 High Speed Cable Modem provides a connection to high-speed cable

Internet with speeds up to 680 Mbps.1The cable modem is certified by Comcast Xfinity. A

Gigabit Ethernet port provides fast access and downloads. The cable modem supports the

assignment of IPv4 and IPv6 addresses by Comcast Xfinity.

This chapter covers the following topics:

•Unpack Your Cable Modem

•Front Panel

•Back Panel

•Product Label

•Install and Activate Your Cable Modem

•Connect Your Cable Modem to a Router After Installation and Activation

Note: For more information about the topics covered in this manual, visit the

support website at http://support.netgear.com.

1. Maximum rate is derived from DOCSIS 3.0 specifications and actual throughput varies depending on your Internet subscription with your provider.

Hardware and Internet Setup

CM500 High Speed Cable Modem

Unpack Your Cable Modem

Your package contains the following items.

Ethernet cable

Power adapter

Cable modem

Figure 1. Package contents

Front Panel

The cable modem provides status LEDs on the front.

Power LED

Downstream LED

Upstream LED

Internet LED

Ethernet LED

Figure 2. Cable modem front view

Hardware and Internet Setup

CM500 High Speed Cable Modem

You can use the LEDs to verify status and connections. The following table lists and

describes each LED on the front panel of the cable modem.

Table 1. LED descriptions

LED Icon Description

Power • Green. Power is supplied to the cable modem.

• Off. No power is supplied to the cable modem.

• Red. The cable modem is too warm and might overheat. For more information

about this condition, see Use LEDs to Troubleshoot on page 22.

Downstream • Solid amber. One downstream channel is locked.

• Blinking amber. The cable modem is scanning for a downstream channel.

• Solid green. More than one downstream channel is locked.

• Off. No downstream channel is locked.

Upstream • Solid amber. One upstream channel is locked.

• Blinking amber. The cable modem is scanning for an upstream channel.

• Solid green. More than one upstream channel is locked.

• Off. No upstream channel is locked.

Internet • Solid green. The cable modem is online.

• Blinking green. The cable modem is synchronizing with Comcast Xfinity’s cable

modem termination system (CMTS).

• Off. The cable modem is offline.

Ethernet • Green. A powered-on device is connected to the Ethernet port at 1000 Mbps.

• Amber. A powered-on device is connected to the Ethernet port at 10/100 Mbps.

• Blinking green or amber. The Ethernet port is processing traffic.

• Off. No device is connected to the Ethernet port.

Back Panel

The back panel provides the connections and button shown the following figure.

Power adapter input

LAN Gigabit Ethernet port

Coaxial cable connector

Reset button

Figure 3. Cable modem back panel

Hardware and Internet Setup

CM500 High Speed Cable Modem

Product Label

The product label on the bottom of the cable modem displays the serial number and MAC

address of the cable modem and login information, including the default IP address, default

user name, and default password.

MAC address

Serial number

Figure 4. Product label

Install and Activate Your Cable Modem

The cable modem provides a connection between Comcast Xfinity’s network and your

computer, router, or WiFi router.

Connect Your Cable Modem to a Computer

During the installation and activation, you must connect the cable modem directly to a

computer.After installation and activation, you can connect the cable modem to a router (see

Connect Your Cable Modem to a Router After Installation and Activation on page 10).

Computer

Cable modem

Coaxial cable to cable outlet

Ethernet

cable

Power adapter

Figure 5. Connect the cable modem directly to a computer

Hardware and Internet Setup

CM500 High Speed Cable Modem

Note: Before you connect your cable modem and contact Comcast Xfinity to

set up your Internet service, collect your Comcast account number,

account phone number, and login information (your email address or

user name and password).

To connect your cable modem directly to a computer:

1. Connect a coaxial cable.

Use the coaxial cable that Comcast Xfinity provided to connect the cable port on the cable

modem to a cable wall outlet. Make sure that the cable is tightly connected.

2. Turn off the computer to which you intend to connect the cable modem.

3. Use the Ethernet cable provided in the package to connect the Gigabit Ethernet port on the

cable modem to an Ethernet port on the computer.

4. Turn on the computer.

5. Connect the power adapter provided in the package to the cable modem and plug the power

adapter into an electrical outlet.

When the startup procedure is completed, the Power LED lights green .

6. Wait for the cable modem to come online.

It might take up to 10 minutes for the cable modem to come online on the network. During

this time, the LED behavior is as follows:

•The Downstream LED lights amber when one downstream channel is locked.

•The Downstream LED lights green when more than one downstream channel is

locked.

•The Upstream LED lights amber when one upstream channel is locked.

•The Upstream LED lights green when more than one upstream channel is locked.

•After the cable modem registers with Comcast Xfinity, the Internet LED lights

green .

Even though an Internet connection is established, Internet service is available only after you

set it up with Comcast Xfinity.

For information about how to set up your Internet service, see Set Up Your Internet Service

with Comcast Xfinity on page 9.

Hardware and Internet Setup

CM500 High Speed Cable Modem

Set Up Your Internet Service with Comcast Xfinity

Set up your Internet service by using Comcast Xfinity’s self-activation process. If you are

unable to self-activate your cable modem, call Comcast Xfinity customer service.

Use the Self-Activation Process to Set Up Your Internet Connection

Before you start the self-activation process, make sure that your account number, account

phone number, and login information (your email address or user name and password) are

nearby.

To set up your Internet connection with Comcast Xfinity’s self-activation process:

1. Close all web browsers.

2. Launch a web browser.

You are redirected to the Xfinity self-activation page. If you are not redirected to the

Xfinity self-activation page, visit the following website: http://www.comcast.com/activate

3. Provide your Xfinity credentials and complete the self-activation process.

This process might take up to 15 minutes, during which the cable modem reboots a

couple of times.

Call Comcast Xfinity to Set Up Your Internet Connection

Before you call Comcast Xfinity, make sure that your account number, account phone

number, and login information (your email address or user name and password) are nearby.

The cable modem’s model number is CM500. The serial number and MAC address are on

the product label (see Product Label on page 7).

To set up your Internet connection by calling Comcast Xfinity:

1. Call Comcast Xfinity customer service at 1-800-XFINITY (1-800-934-6489).

2. When asked, provide your account information and provide the cable modem’smodel

number and MAC address.

3. Wait for Comcast Xfinity to confirm that your cable modem is active.

4. If you do not get an Internet connection with the cable modem, ask Comcast Xfinity to look

for your cable modem online, and do one of the following depending on what Comcast

Xfinity tells you about your cable modem:

•If the cable modem is not visible, Comcast Xfinity can give you instructions to verify why

the cable modem does not connect with your high-speed Internet service.

•If the cable modem is visible to Comcast Xfinity, reboot the computer, laptop, router, or

WiFi router that is connected to the cable modem. Try checking your online status again.

Perform a Speed Test

To determine the accurate Internet speed, visit the Comcast Xfinity speed test site at

http://speedtest.comcast.net and perform a speed test.

If your actual speed is lower than your subscribed speed, contact Comcast Xfinity.

Hardware and Internet Setup

CM500 High Speed Cable Modem

Connect Your Cable Modem to a Router After Installation

and Activation

During the installation and activation, you must connect the cable modem directly to a

computer. After installation and activation, you can connect the cable modem to a router.

Router

Cable modem

Coaxial cable to

Ethernet cable

Power adapter

Computer connected

to the router over

WiFi or Ethernet

cable outlet

Figure 6. Connect the cable modem to a router

To connect your cable modem to a router after installation and activation:

1. Reboot the cable modem by unplugging the power cable from the cable modem and

plugging it back in.

Note: Do not disconnect the cable modem from the cable outlet.

When the startup procedure is completed, the Power LED lights green .

Wait for the Internet LED to stop blinking and light solid green .

2. Use an Ethernet cable to connect the Ethernet port on the cable modem to the WAN or

Internet port on the router.

3. Power on the router.

Wait until the router is ready.

4. Connect a computer to the router over a WiFi connection or through an Ethernet cable to a

LAN port on the router.

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