xfi Advanced Gateway (Arris TG3482G/CGM4140) Installation Job Aid

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Tabitha Lee
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xfi Advanced Gateway (Arris TG3482G/CGM4140) Installation Job Aid xfi Advanced Gateway Overview The XFINITY xfi Advanced Gateway (XB6) is our next generation gateway. It supports DOCSIS 3.

Other features include MoCA 2.0, which enables a high-performance home network. It also supports ZigBee, Thread, BLE and IOTivity. The XB6 is designed to be XFINITY subscribers hub.

Features: Designed for xfi advanced home WiFi 2x2 OFDM and OFDMA DOCSIS 3.1 channels 32x8 SCQAM DOCSIS 3.

1 xfi Advanced Gateway (Arris TG3482G/CGM4140) Installation Job Aid xfi Advanced Gateway Overview The XFINITY xfi Advanced Gateway (XB6) is our next generation gateway. It supports DOCSIS 3.1 and superior data rates in customer homes. It features an 8x8: ac Dual Band Wireless radio offering premium Wi-Fi performance for advanced services, including video over WiFi. Other features include MoCA 2.0, which enables a high-performance home network. It also supports ZigBee, Thread, BLE and IOTivity. The XB6 is designed to be XFINITY subscribers hub. NOTE: XFINITY xfi gateways perform best when configured with a single SSID due the enhanced band steering and channel selection algorithms included in the firmware. Features: Designed for xfi advanced home WiFi 2x2 OFDM and OFDMA DOCSIS 3.1 channels 32x8 SCQAM DOCSIS 3.0 channels Full capture bandwidth tuner Multi-processor technology with ARM and ATOM based application processor 2-port Gigabit Ethernet wireless router Switchable upstream filters for 42 MHz or 85MHz operation 8x8:8 Integrated dual band concurrent 5GHz ac Wave2 radios and 2x2:2 2.4GHz n for high performance WLAN MoCA2.0 (with channel bonding) for in-home video and data distribution over coax Advanced SSID support with DFS channels, dynamic channel change and band steering IoT subsystem with support for ZigBee, Thread and BTLE personal area networks (in the future) Small form factor based on a Multi-PCB design Multiple operator controlled configuration options Support for XFINITY WiFi (future) Additional Configuration Considerations CDV Port Mapping Ports 1 and 2 support phone service. Port 2 serves as dedicated legacy home alarm port if needed. Ethernet Port Mapping Gigabit Ethernet port 1 (left side port when looking at rear of XB6): Supports data functionality Gigabit Ethernet Port 2 (right side port when looking at rear of XB6): Supports XFINITY Home Functionality If customer needs additional Ethernet ports For customers who need more than two Ethernet ports, please note we have a Netgear 5-Port Gigabit Ethernet Switch available upon request (CIFA 89196).

2 Performing an XB3 to XB6 with XFINITY Home If upgrading from an XB3 to XB6: 1. Follow BAU swap procedures: the touchscreens and all the XFINITY Home WiFi devices will reconnect automatically 2. If the swap creates issues with XFINITY Home cameras, move the gateway to a central area that allows it to connect to all cameras. If this does not resolve the issue, follow normal BAU procedures for camera swaps. What Technicians need to know about gigabit speeds Gigabit service is delivered to the customer s home using DOCSIS 3.1 over Hybrid Fiber-Coax technology, which allows us to use existing coax wiring to the home Technicians should install an xfi Advanced Gateway (XB6) for gigabit installs and as with other installations, should validate Premise Health, Signal Level, MER/SNR and Forward Error Correction (FEC) data before beginning the installation When installing gigabit service, it is extremely important to perform a speed test through a wired connection at the time of install to ensure the customer is receiving expected speeds For wired speed tests, technicians should use an XM1-B (XMT2) device to validate that speed goes up to 940 Mbps (which is the industry standard for gigabit speeds). Depending on the device and the speed test environment the customer uses, wired speeds could show significant variance below the XM1-B (XMT2) expected result (940 Mbps). Internal testing of many popular customer devices found most connected via Gigabit Ethernet average around 870Mbps. Standard Cat5e Ethernet cables are recommended to facilitate a wired connection. PLEASE NOTE: Comcast Speedtest sites will improve as we make gigabit speed available to more customers. There is currently a disclaimer on our sites to inform customers aware of the variance that may be seen until updates are made to reflect Gigabit speeds, as follows: Technical limits on Ethernet ports may affect your speed test results; which will be included in this release and will be displayed if download speed results are greater or equal to 500 Mbps; i.e.; for 1Gig speeds. The intention is to make consumers aware that the delivery of 1Gig speeds on the gateway is limited by Ethernet port capability (942 Mbps). Other connectivity limitations may also apply and are listed in the Learn More section. If you observe speeds less than 870 Mbps via the XM1-B (XMT2), verify the availability of the OFDM channel and check the status of the QAM channels. If the OFDM channel is not available, the device will use the 256 QAM channels and speeds above 870 Mbps will be unavailable. Technician should also ensure that the RF network is within acceptable Comcast specifications using a DOCSIS 3.1 capable meter. Information about the achievable throughput over Wi-Fi on popular consumer electronics is available at Voice customers must be offered the option of installing a backup battery to maintain telephone service in the event of a power outage. Please see the job aid. Advanced Wi-Fi Customization (Combined SSID Wi-Fi Network) The best way to install a new WiFi network is with a combined SSID as shown in screenshots 1 and 2. XFINITY xfi Advanced gateways (XB6) and xfi gateways (RDK-B XB3) use advanced techniques such as band steering and advanced channel selection when the gateways are configured with a single SSID, resulting in a more consistent and reliable experience for customers. Splitting the SSIDs can impact the quality of the in-home experience. Please recommend the customer download the xfi app for mobile devices to enhance their WiFi experience.

Screenshot 1 Screenshot 2 If the user requests Dual Wi-Fi networks for valid reasons, please explain the potential limitations

For best experience, the 2.4 GHz and 5 GHz Wi-Fi networks should use the same Wi-Fi settings 2.

4 GHz and 5 GHz) from the initial set-up screen: a.

4 GHz and 5 GHz Wi-Fi networks (see screenshot 4) c. Choose a name and password for the 2.

3 Screenshot 1 Screenshot 2 If the user requests Dual Wi-Fi networks for valid reasons, please explain the potential limitations and follow instructions in next section for separate SSIDs. WiFi customization (Dual Wi-Fi Networks) not preferred 1. For best experience, the 2.4 GHz and 5 GHz Wi-Fi networks should use the same Wi-Fi settings 2. However, customers have the option of splitting the SSID into two separate networks (2.4 GHz and 5 GHz) from the initial set-up screen: a. Click the Show More Settings link at the bottom of the screen (see screenshot 3) b. Uncheck Use same settings for 2.4 GHz and 5 GHz Wi-Fi networks (see screenshot 4) c. Choose a name and password for the 2.4 GHz and 5 GHz networks, note that SSIDs cannot include the following words: Xfinity, Home, XHS, XfinityWifi, CableWifi, XFSetup d. When choosing a password, the feature tells customers the strength of the password (see screenshot 1) e. Click Next when done and follow the remaining on-screen instructions Screenshot 3 Screenshot 4

4 Firmware Update and Activation Process Adding Device to Account: Step Description LED Behavior Timing 1 Add the Advanced Gateway to the account. N/A 1-2 minutes Device Activation Flow: Step Description LED Behavior Timing 1 Connect the Advanced Gateway to power and cable outlet; initial boot-up starts. NOTE: If customer requests a backup battery, technicians must install the xfi Advanced Gateway on the passive port of a MoCA unity gain amp. 2 Advanced Gateway checks in with firmware server to verify firmware version. If no firmware update is necessary, the device will continue through boot up process (proceed to Step 7). If firmware needs to be uploaded, software will be downloaded and installed (proceed to Step 3). Firmware Download 3 If a new version of firmware is available, the new firmware downloads. LED will cycle through solid yellow (30 seconds) solid white (60-90 seconds) LED will cycle through flashing yellow (30-60 seconds) flashing green (30-60 seconds) LED alternates between yellow and green 1-2 minutes 1-2 minutes 3-5 minutes 4 Firmware download completes; gateway reboot. LED turns off seconds 5 The xfi Advanced Gateway boot-up process will complete, while installing any new software if needed, and come online; the default SSID will start broadcasting. 6 Verify you can connect to the default SSID using the passkey printed on the bottom of the xfi Advanced Gateway. Service Activation Flow LED will cycle through solid yellow (60-90 seconds) flashing yellow (30-60 seconds) flashing green (30-60 seconds) Solid red LED (30 seconds) 3.5 minutes ~ 30 seconds 7 The Technician will activate services using TechNet LED turns off 1 2 minutes 8 If the services include HSD + Voice, the device will reboot LED turns off seconds after the device is activated. If the services include only HSD, the device will not reboot. 9 The xfi Advanced Gateway boot-up process will complete LED will cycle through solid yellow (60-90 ~ 3.5 minutes and come online; the default SSID will start broadcasting. seconds) flashing yellow (30-60 seconds) flashing green (30-60 seconds) Solid red LED (30 seconds) 10 Verify you can connect to the default SSID using the passkey printed on the bottom of the xfi Advanced Gateway. ~ 30 seconds WiFi Customization 11 Open a web browser and the WiFi personalization page 15 seconds will come up. 12 Ask the customer to enter a new WiFi name and password. A new feature lets customers know the strength of their password. (See Screenshot 1+2 below.) Note: SSIDs cannot include the following words: Xfinity, Home, XHS, XfinityWifi, CableWifi, XFSetup. 30 seconds Optional: Customers have the option to send the newly created Wi-Fi credentials to a mobile device via text message. Enter cell phone number and agree to terms by selecting Checkbox, then click Next button. Note: It takes about 2 minutes for the text message to arrive depending on the service.

13 The next page will have an animated progress circle indicating that the ADVANCED GATEWAY is customizing the SSID(s). During this time, you will be disconnected from the default SSID.

5 13 The next page will have an animated progress circle indicating that the ADVANCED GATEWAY is customizing the SSID(s). During this time, you will be disconnected from the default SSID. 14 Look for the new SSID and connect the customer s device. Confirm the customer can now surf the Internet. Total time with firmware download Total time without firmware download (excluding step 3,4,5 & 6) 30 to 60 seconds ~ 15 seconds 17 min 24 min 30 sec 9.5 min 14 min 30 sec Front LED Patterns MoCA LED (in the back) Troubleshooting As with other gateways, if you run into issues installing an xfi Advanced Gateway, please validate RF integrity, assess network congestion, assess plant health, ensure device has the correct bootfile, perform ping/traceroute to assess latency, etc. Other specific guidance is provided below: Issue After connecting the Advanced Gateway to the plant and during the boot up process, the gateway automatically reboots up to two times while on Yellow LED or at White LED Solution If the device is stuck on Yellow LED for more than 3 minutes, power cycle the device manually and the reboot sequence will take place after manual power cycle.

6 After downloading and applying the latest firmware (as expected), The gateway will go through an additional reboot to apply new Uboot file version After activating the device, the user is not redirected to Captive Portal None. Let the device go through the reboot process The technician should navigate to Admin GUI to customize the SSID and password What should supervisors do with this information? Please discuss this device deployment at your next team meeting.

Here s what s inside your kit

Here s what s inside your kit Xfinity Internet / Voice GSG Coax Xfinity envelope containing: Comcast Customer Privacy Notice and Agreement for Residential Services Getting Started Guide xfi Wireless Gateway