ARRIS SURFboard SB6190 Cable Modem User Manual

1. Introduction

The ARRIS SURFboard SB6190 is a high-performance DOCSIS 3.0 cable modem designed to deliver ultra-fast internet speeds. With 32 downstream and 8 upstream channels, it supports download speeds up to 1.4 Gbps, making it suitable for demanding online activities such as UHD video streaming, online gaming, and connecting multiple devices simultaneously.

This modem features a Gigabit Ethernet port for direct connection to a computer or a Wi-Fi router, providing a reliable and secure internet connection for your home or office network. It is certified for use with major U.S. cable internet providers like Comcast Xfinity, Spectrum, Cox, and Mediacom.

2. Package Contents

Please verify that all items are present in your package:

• ARRIS SURFboard SB6190 Cable Modem
• Power Adapter
• Ethernet Cable
• Quick Start Guide

3. Setup Guide

3.1. Before You Begin

• Check Compatibility: Ensure your Internet Service Provider (ISP) supports the ARRIS SURFboard SB6190 modem. This modem is compatible with most major U.S. cable providers, including Comcast Xfinity, Spectrum, Cox, and Mediacom. It is NOT compatible with Verizon, AT&T, or CenturyLink.
• Gather Information: Have your ISP account information ready, including your account number and any login credentials.

3.2. Connecting Your Modem

Follow these steps to connect your SB6190 cable modem:

1. Connect Coaxial Cable: Connect one end of a coaxial cable (not included) to the cable wall outlet and the other end to the Cable connector on the rear of your SB6190 modem. Ensure the connection is finger-tight.
2. Connect Ethernet Cable: Connect the supplied Ethernet cable from the Gigabit Ethernet port on the rear of your SB6190 modem to the Ethernet port on your computer or Wi-Fi router.
3. Connect Power Adapter: Connect the power adapter to the Power port on the rear of your SB6190 modem and then plug it into an electrical outlet. The modem will automatically power on.

Figure 1: Rear view of the SB6190 modem with port connections.

3.3. Activating Your Internet Service

After connecting your modem, you will need to activate your internet service with your ISP. The activation process typically involves:

• Opening a Web Browser: On a computer connected to the modem (or router connected to the modem), open a web browser. You may be redirected to your ISP's self-activation page.
• Contacting Your ISP: If the self-activation page does not appear, call your ISP's customer service. Provide them with the modem's MAC address (located on a sticker on the bottom or back of the modem) and serial number.
• Follow Instructions: Your ISP will guide you through the final steps to activate your service.

4. Operating Your Modem

4.1. LED Indicators

The front panel LEDs provide status information for your modem. Understanding these indicators can help you monitor your connection and troubleshoot issues.

Figure 2: Front view of the SB6190 modem with LED indicators.

5. Maintenance

To ensure optimal performance and longevity of your ARRIS SURFboard SB6190 modem, consider the following maintenance tips:

• Placement: Place the modem in a well-ventilated area, away from direct sunlight, heat sources, and moisture. Ensure there is adequate airflow around the device.
• Cleaning: Periodically clean the exterior of the modem with a soft, dry cloth. Do not use liquid cleaners or aerosols.
• Power Cycle: If you experience connectivity issues, try power cycling the modem. Unplug the power adapter from the modem, wait 10-15 seconds, and then plug it back in. Allow a few minutes for the modem to re-establish its connection.
• Cable Connections: Occasionally check that all coaxial and Ethernet cable connections are secure and not damaged.

6. Troubleshooting

If you encounter issues with your SB6190 modem, refer to the following common problems and solutions:

No Internet Connection

• Check LEDs: Verify that the Power, Receive, Send, and Online LEDs are solid green (or blue for Receive/Send). If any are off or flashing, refer to the LED Indicators section.
• Power Cycle: Unplug the modem's power cord, wait 15 seconds, and plug it back in. Wait for the modem to fully restart and re-establish connection.
• Cable Connections: Ensure all coaxial and Ethernet cables are securely connected.
• ISP Outage: Check with your ISP for any local service outages.
• ISP Activation: Confirm that your modem has been properly activated with your ISP.

Slow Internet Speed

• Check Receive/Send LEDs: For optimal speeds, the Receive and Send LEDs should be solid blue, indicating channel bonding. If they are green, you are not utilizing the full channel capacity.
• Network Congestion: Too many devices or heavy usage on your network can slow speeds.
• ISP Plan: Ensure your internet plan matches your speed expectations.
• Router Performance: If using a router, ensure it is capable of handling the speeds provided by the modem.

Modem Not Powering On

• Power Outlet: Ensure the power adapter is securely plugged into a working electrical outlet. Try a different outlet.
• Power Adapter: Verify that you are using the original ARRIS power adapter supplied with the modem.

7. Specifications

8. Warranty and Support

8.1. Warranty Information

The ARRIS SURFboard SB6190 modem typically comes with a 2-year warranty. Please refer to the warranty card included in your product packaging or visit the official ARRIS website for detailed warranty terms and conditions.

8.2. Customer Support

For technical assistance, troubleshooting, or warranty claims, please contact ARRIS customer service. You can usually find support contact information on the ARRIS website or in your product's quick start guide.

• Online Support: Visit the official ARRIS SURFboard support website for FAQs, documentation, and software downloads.
• Phone Support: Contact ARRIS customer service via phone for direct assistance.