ARRIS TM3402 DOCSIS 3.1 Telephony Cable Modem User Manual

1. Introduction

The ARRIS Touchstone TM3402 is a high-performance DOCSIS 3.1 home telephony modem designed to deliver gigabit-speed data services and integrated telephony services in a single unit. It serves as a central hub for service delivery within a home or small office environment, providing high-speed data, voice, and IP video capabilities to connected devices.

This modem supports advanced DOCSIS 3.1 OFDM/OFDMA technology with 2x2 channels, alongside 32x8 DOCSIS 3.0 SC-QAM channel bonding, enabling robust Gigabit service delivery. It features four Gigabit Ethernet (GigE) LAN ports for wired connections and two FXS RJ-11 ports for carrier-grade VoIP telephony, utilizing the Touchstone Voice stack for high-quality voice communication.

Key features include:

• DOCSIS 3.1 and DOCSIS 3.0 compatibility for high-speed internet.
• 2x2 OFDM/OFDMA and 32x8 SC-QAM channel bonding for enhanced bandwidth.
• Four 10/100/1000 Base-T Ethernet (RJ45) ports for wired network devices.
• Two FXS RJ-11 ports for Voice over IP (VoIP) telephony services.
• Optimized for Gigabit data services over DOCSIS 3.1 WAN.

Note: This device is not supported for Cox Cable Services.

2. Package Contents

• ARRIS TM3402A Telephony Cable Modem
• Power Adapter
• Ethernet Cable
• Quick Start Guide (if included)

3. Physical Overview

Figure 1: Front view of the ARRIS TM3402A modem. This image displays the modem's front panel, featuring LED indicators for Power, US/DS (Upstream/Downstream), Online, Tel1, Tel2, and Battery status. The ARRIS logo is visible at the bottom.

Figure 2: Side view of the ARRIS TM3402A modem with its power adapter. This image shows the modem from a slightly angled side perspective, highlighting its compact design and the included power adapter, which connects to the modem's power input.

Front Panel Indicators

4. Setup and Installation

Follow these steps to set up your ARRIS TM3402A modem. It is recommended to contact your Internet Service Provider (ISP) to activate the modem after physical installation.

1. Connect Coaxial Cable: Connect one end of a coaxial cable to the cable wall outlet and the other end to the "Cable In" port on the back of the modem. Ensure the connection is finger-tight.
2. Connect Ethernet Cable: Connect one end of the supplied Ethernet cable to any of the yellow Ethernet ports (LAN 1-4) on the back of the modem. Connect the other end to the WAN/Internet port of your router or directly to your computer's Ethernet port.
3. Connect Telephone Lines (if applicable): If you have telephone service, connect your telephone(s) to the Tel1 and/or Tel2 ports on the back of the modem using standard RJ-11 phone cables.
4. Connect Power Adapter: Plug the small end of the power adapter into the "Power" port on the back of the modem. Plug the other end into a standard electrical wall outlet.
5. Power On: The modem will automatically power on. Wait for the LED indicators on the front panel to stabilize. The Power, US/DS, and Online LEDs should turn solid green. The Tel1/Tel2 LEDs will turn solid green if telephone service is active. This process may take several minutes.
6. Activate with ISP: Once the modem lights are stable, contact your Internet Service Provider (ISP) to activate the modem. You will typically need to provide the modem's MAC addresses (CMAC and MTA MAC), which are usually found on a label on the bottom or back of the modem.

Important: Ensure your ISP supports the ARRIS TM3402A model for both internet and voice services before purchasing, as compatibility can vary. Some ISPs may require specific firmware or model variants (e.g., TM3402 vs. TM3402A) for full voice functionality.

5. Operating the Modem

Once successfully installed and activated by your ISP, the ARRIS TM3402A operates continuously to provide internet and telephone services. No regular user interaction is typically required beyond ensuring it remains powered on and connected.

Network Connectivity

The four Gigabit Ethernet ports allow you to connect multiple wired devices such as computers, gaming consoles, smart TVs, or a Wi-Fi router. For optimal performance, use high-quality Ethernet cables (Cat5e or Cat6).

Voice Services

If you subscribe to voice services, the Tel1 and Tel2 ports provide connections for standard analog telephones. The corresponding LEDs on the front panel will indicate the status of these lines (solid green for active, flashing for in use).

6. Maintenance

The ARRIS TM3402A is designed for reliable, low-maintenance operation. Follow these guidelines to ensure its longevity and performance:

• Placement: Place the modem in a well-ventilated area, away from direct sunlight, heat sources, and moisture. Avoid placing it in enclosed spaces that can restrict airflow.
• Cleaning: Dust the modem regularly with a soft, dry cloth. Do not use liquid cleaners or aerosol sprays directly on the unit.
• Power Cycling: If you experience minor connectivity issues, a simple power cycle (unplugging the power adapter for 10-15 seconds and then plugging it back in) can often resolve them.
• Firmware Updates: Firmware updates are typically managed automatically by your Internet Service Provider. Do not attempt to manually update the firmware unless instructed by your ISP.

7. Troubleshooting

If you encounter issues with your ARRIS TM3402A modem, refer to the following common troubleshooting steps:

No Power

• Ensure the power adapter is securely connected to the modem and a working electrical outlet.
• Verify the electrical outlet is functional by plugging in another device.

No Internet Connection (Online LED Off or Flashing)

• Check all cable connections: coaxial, Ethernet, and power. Ensure they are secure.
• Power cycle the modem: Unplug the power cord, wait 10-15 seconds, then plug it back in. Allow several minutes for the modem to restart and re-establish connection.
• Verify that the US/DS LED is solid green. If it's flashing or off, there might be an issue with the cable signal from your ISP.
• If using a router, power cycle the router as well.
• If the issue persists, contact your Internet Service Provider. The modem may need to be re-provisioned or there might be a service outage in your area.

Telephone Service Not Working (Tel1/Tel2 LED Off)

• Ensure the telephone cables are securely connected to the Tel1/Tel2 ports on the modem and to your telephone(s).
• Verify that the modem has a stable internet connection (Online LED is solid green). Telephone service relies on the internet connection.
• Power cycle the modem.
• Contact your Internet Service Provider. There may be an issue with your voice service provisioning or a line problem.

Factory Reset

A factory reset will restore the modem to its original factory settings. This should only be performed if instructed by your ISP or as a last resort, as it will erase any custom configurations. To perform a factory reset:

1. With the modem powered on, locate the recessed Reset button on the back of the modem (often inside a small hole).
2. Use a paperclip or a similar pointed object to press and hold the Reset button for at least 10-15 seconds.
3. Release the button. The modem will restart and begin the boot-up sequence.

8. Specifications

9. Warranty and Support

Warranty Information

ARRIS products typically come with a limited warranty. For specific warranty terms and conditions, please refer to the warranty card included with your product or visit the official ARRIS website. Keep your proof of purchase for warranty claims.

Technical Support

For technical assistance, troubleshooting, or questions regarding your internet and voice services, it is recommended to contact your Internet Service Provider (ISP) first. Your ISP is responsible for activating and supporting the modem on their network.

You may also find additional support resources, FAQs, and contact information on the official ARRIS support website:

https://www.arris.com/support