NETGEAR CM400 User manual

350 East Plumeria Drive

San Jose, CA 95134

USA

August 2014

202-11412-01

CM400 High Speed Cable Modem

User Manual

CM400 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

NETGEAR, the NETGEAR logo, and Connect with Innovation are trademarks and/or registered trademarks of NETGEAR, Inc.

and/or its subsidiaries in the United States and/or other countries. Information is subject to change without notice.

Contents

Chapter 1 Hardware and Internet Setup

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

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

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

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

Attach the Feet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Cable Your Cable Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Contact Your Cable Internet Provider and Set Up Internet Service. . . . . . . . . . . 9

Chapter 2 Manage and Monitor

Specify the Cable Connection Starting Frequency . . . . . . . . . . . . . . . . . . . . . . . 12

View Cable Modem Initialization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

View Cable Modem Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

View and CLear Event Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Change the admin Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Reboot the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Reset the Cable Modem to Factory Default Settings . . . . . . . . . . . . . . . . . . . . . 18

Use the Reset Button on the Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Use the Factory Reset Software Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 3 Troubleshooting

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

Cannot Log In to the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

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

Appendix A Technical Specifications

1. Hardware and Internet Setup

The NETGEAR CM400 High Speed Cable Modem provides a connection to high-speed cable

Internet with speeds up to 340 Mbps.1The cable modem is certified by all major cable Internet

providers. A Gigabit Ethernet port provides fast access and downloads. The cable modem

supports IPv4 and IPv6 address assignment by cable Internet providers.

This chapter covers the following topics:

•Unpack Your Cable Modem

•Front Panel

•Back Panel

•Product Label

•Attach the Feet

•Cable Your Cable Modem

•Contact Your Cable Internet Provider and Set Up Internet Service

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

CM400 High Speed Cable Modem

Unpack Your Cable Modem

Your package contains the following items.

Ethernet cable Power adapter

Cable modem Attachable feet

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

CM400 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 Description

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

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

Downstream • Solid green. One or more downstream channels are locked.

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

• Off. No downstream channel is locked.

Upstream • Solid green. One or more upstream channels are locked.

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

• Off. No upstream channel is locked.

Internet • Solid green. The cable modem is online.

• Blinking green. The cable modem is synchronizing with the cable provider’s cable

modem termination system (CMTS).

• Off. The cable modem is offline.

Ethernet • Green. A device is connected to the Ethernet port and powered on.

• 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

Note: The Internet LED is also referred to as the Online LED.

Hardware and Internet Setup

CM400 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.

Figure 4. Product label

Attach the Feet

The cable modem functions well in either a horizontal or vertical position.

If you prefer to place the cable modem in the upright (vertical) position, attach the feet that

come with the cable modem.

To attach the feet:

1. Hold the cable modem in the upright position with the left side of the cable modem pointing

down.

2. Snap the feet onto the cable modem.

Figure 5. Attaching the feet

Hardware and Internet Setup

CM400 High Speed Cable Modem

Cable Your Cable Modem

The cable modem provides a connection between your cable Internet provider’s network and

your computer, router, or WiFi router.

Computer,

router, or

WiFi router

Cable modem

Coaxial cable to cable outlet

Ethernet

cable

Figure 6. Cabling the cable modem

To cable your cable modem:

1. Connect a coaxial cable.

Use the coaxial cable that your cable company provides to connect the cable port on the

cable modem to a cable wall outlet or a line splitter.

Note: If Charter is your cable Internet provider, Charter recommends

connectingyour cable modem directlyto a cable wall outlet.Ifyou must

use a splitter, use a splitter that is rated at 3.5 dBmv.

Note: If Comcast Xfinity is your cable Internet provider, Comcast Xfinity

recommends connecting your cable modem directly to a cable wall

outlet.

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

adapter into an electrical outlet.

The Power LED lights green.

3. Turn off the computer, router, or WiFi router to which you intend to connect the cable

modem.

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

cable modem to an Ethernet port on a computer, router, or WiFi router.

Hardware and Internet Setup

CM400 High Speed Cable Modem

5. Turn on the computer, router, or WiFi router.

6. Wait for the cable modem to come online.

It takes at least 15 minutes for the cable modem to come online on the network. During

this time, the Downstream LED and Upstream LED might blink.

After the cable modem registers with your cable Internet service provider, the

Internet LED lights green. Even though an Internet connection is established,

Internet service is available only after you set it up with your cable Internet provider.

For information about how to set up your Internet service, see Contact Your Cable

Internet Provider and Set Up Internet Service on page 9.

Contact Your Cable Internet Provider and Set Up Internet

Service

You must contact your Internet provider and tell them that you are using a new cable modem.

Note: If Comcast Xfinity is your cable Internet provider, you do not need to

call. Just launch a web browser. You are redirected to the Xfinity

self-activation page on which you can enter your Xfinity credentials.

To set up your Internet connection:

1. Contact your cable Internet provider and inform them that you are installing a new cable

modem that you bought from a retail store.

Provide your cable Internet provider with the cable modem’s model number, which is

CM400.

Note: The cable modem is certified by all major cable Internet providers.

You can also visit your cable Internet provider’s website and follow the onscreen

instructions to set up your Internet service.

Cable Internet Provider Contact Information

Bright House Networks 1-866-898-9101

support.brighthouse.com

Cablevision cablevision.com

optimum.com/contactus.jsp

Note: When you attempt to contact Cablevision online, you are directed to the

Optimum web page. Optimum is a brand name of Cablevision.

Hardware and Internet Setup

CM400 High Speed Cable Modem

Note: The contact information listed might change. You can also find the

contact number in your monthly Internet service billing statement.

2. When asked, provide the cable modem’s serial number and MAC address, which are on the

product label (see Product Label on page 7).

3. Wait for your cable Internet provider to confirm that your cable modem is active.

4. If you do not get an Internet connection with the cable modem, ask your cable Internet

provider to look for your cable modem online, and do one of the following depending on

what your cable Internet provider tells you about your cable modem:

•If the cable modem is not visible, your cable Internet provider 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 your cable Internet provider, reboot the computer,

laptop, router, or WiFi router that is connected to the cable modem. Try checking your

online status again.

Charter 1-888-438-2427

install.charter.com

Comcast 1-800-COMCAST (1-800-266-2278)

comcast.com/activate/

Cox 1-877-891-2899

cox.com/residential/home.cox

Optimum play.optimum.net

optimum.net/support/phone-list

Note: Optimum is a brand name of Cablevision.

Time Warner Cable 1-800-892-2253

timewarnercable.com

Cable Internet Provider Contact Information

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