What should I do if I have a home alarm system?

If your home's alarm system is connected to a remote surveillance station,the connection was done by a technician in accordance with the installation standards in effect. Do not modify the connection or connect the multifunction cable modem to any telephone outlet other than the one installed by the technician, otherwise your alarm system could malfunction. Please contact our Technical Support staff before making any changes to your home telephone installation.

The Ethernet port does not transmit data

1. Make sure the multifunction cable modem is powered (the Power indicator light should be on).
2. Make sure the multifunction cable modem has finished transmitting or receiving a signal and that it is not on standby. Push the Standby button on the front of the telephone modem until the DS, US and the Online indicator lights come on.
3. Make sure the Ethernet cable is connected to the multifunction cable modem and to the Ethernet port corresponding to the customer's computer.
4. If the Link indicator light is off:
   • Check if the Ethernet cable is in good condition.
   • If you use a concentrator, check that it is under power and the light is on.
5. Restart the computer
6. Push the Reset button at the back of the multifunction cable modem.
   Comment: The Reset button is recessed to avoid any accidental reinitialization. Use the tip of a pencil or any other non-metal pointy object to push the button.
7. If this procedure does not solve the problem, contact our Technical Support department.

The data service is not working or the computer does not automatically detect the telephone modem through the USB connection

1. Check that the multifunction cable modem is powered (the Power indicator should be on).
2. Make sure the multifunction cable modem has finished transmitting or receiving a signal and that it is not on standby. Push the Standby button on the front of the multifunction cable modem until the DS, US and Online indicator lights come on.
3. Check that the USB cable is connected to the multifunction cable modem and USB port corresponding to the customer's computer.
4. Check that the computer is running under Windows 98SE, Windows 2000, Windows ME or Windows XP (Windows 95 and Windows NT are not supported).
5. Restart the computer.
6. Push the Reset button at the back of the multifunction cable modem. Comment: The Reset button is recessed to avoid any accidental reinitialization. Use the tip of a pencil or any other non-metal pointy object to push the button.
7. Reconnect the USB cable.
8. For Windows 98 users only: Windows may install a USB composite driver instead of the ARRIS cable modem driver.
   To solve the problem:
   • a. Disconnect the USB cable connecting the computer to the multifunction cable modem.
   • b. Using the ARRIS uninstalling utility (remove.exe on the ARRIS CD drivers), remove the incorrectly installed driver.
   • c. Restart the computer.
   • d. Reinstall the USB drivers.
   • e. If this procedure does not solve the problem, contact our Technical Support department.

Telephone access is unavailable

1. Make sure the multifunction cable modem is powered (the Power indicator light should be on).
2. Make sure the multifunction cable modem has finished transmitting or receiving a signal. The standby function does not affect the telephone service.
3. Check whether the Telephone 1 indicator light is on. If not, the problem comes from the network.
4. Make sure the telephone cables linking the multifunction cable modem to the telephone are correctly connected and in good condition.
5. Make sure your telephones are on the hook.
6. If you are using cordless telephones, check the batteries and the feed.
7. If you hear an off-hook tone, the problem comes from the network. Contact our Technical Support department.