NETGEAR CM500 User manual

350 East Plumeria Drive

San Jose, CA 95134

USA

February 2015

202-11477-03

CM500 High Speed Cable Modem

User Manual

CM500 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

used for reference purposes only.

Contents

Chapter 1 Hardware and Internet Setup

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

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

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

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

Install and Activate Your Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Connect Your Cable Modem to a Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

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

Perform a Speed Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Connect Your Cable Modem to a Router After Installation and Activation . . . 11

Chapter 2 Manage and Monitor

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

Change the Cable Connection Starting Frequency . . . . . . . . . . . . . . . . . . . . . . . 20

Chapter 3 Troubleshooting

Use LEDs to Troubleshoot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Cannot Log In to the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Troubleshoot the Cable Internet Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Appendix A Technical Specifications

1. Hardware and Internet Setup

The NETGEAR CM500 High Speed Cable Modem provides a connection to high-speed cable

Internet with speeds up to 680 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 the assignment of IPv4 and IPv6 addresses by cable Internet providers.

This chapter covers the following topics:

•Unpack Your Cable Modem

•Front Panel

•Back Panel

•Product Label

•Install and Activate Your Cable Modem

•Connect Your Cable Modem to a Router After Installation and Activation

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

CM500 High Speed Cable Modem

Unpack Your Cable Modem

Your package contains the following items.

Ethernet cable

Power adapter

Cable modem

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

CM500 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 Icon Description

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

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

• Red. The cable modem is too warm and might overheat. For more information

about this condition, see Use LEDs to Troubleshoot on page 23.

Downstream • Solid amber. One downstream channel is locked.

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

• Solid green. More than one downstream channel is locked.

• Off. No downstream channel is locked.

Upstream • Solid amber. One upstream channel is locked.

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

• Solid green. More than one upstream channel is locked.

• Off. No upstream channel is locked.

Internet • Solid green. The cable modem is online.

• Blinking green. The cable modem is synchronizing with the cable Internet

provider’s cable modem termination system (CMTS).

• Off. The cable modem is offline.

Ethernet • Green. A powered-on device is connected to the Ethernet port at 1000 Mbps.

• Amber. A powered-on device is connected to the Ethernet port at 10/100 Mbps.

• Blinking green or amber. The Ethernet port is processing traffic.

• 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

Hardware and Internet Setup

CM500 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.

MAC address

Serial number

Figure 4. Product label

Install and Activate Your Cable Modem

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

your computer, router, or WiFi router.

Connect Your Cable Modem to a Computer

During the installation and activation, you must connect the cable modem directly to a

computer.After installation and activation, you can connect the cable modem to a router (see

Connect Your Cable Modem to a Router After Installation and Activation on page 11).

Computer

Cable modem

Coaxial cable to cable outlet

Ethernet

cable

Power adapter

Figure 5. Connect the cable modem directly to a computer

Hardware and Internet Setup

CM500 High Speed Cable Modem

Note: Before you connect your cable modem and contact your cable Internet

provider, collect your cable account number, account phone number,

and login information (your email address or user name and password).

To connect your cable modem directly to a computer:

1. Connect a coaxial cable.

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

cable modem to a cable wall outlet or a line splitter. Make sure that the cable is tightly

connected.

Note: IfCharterisyourcableInternetprovider,Charterrecommendsconnecting

your cable modem directly to a cable wall outlet. If you 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. Turn off the computer to which you intend to connect the cable modem.

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

cable modem to an Ethernet port on the computer.

4. Turn on the computer.

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

adapter into an electrical outlet.

When the startup procedure is completed, the Power LED lights green .

6. Wait for the cable modem to come online.

It takes at least 10 minutes for the cable modem to come online on the network. During

this time, the LED behavior is as follows:

•The Downstream LED lights amber when one downstream channel is locked.

•The Downstream LED lights green when more than one downstream channel is

locked.

•The Upstream LED lights amber when one upstream channel is locked.

•The Upstream LED lights green when more than one upstream channel is locked.

•After the cable modem registers with your cable Internet provider, the Internet LED

lights green .

Hardware and Internet Setup

CM500 High Speed Cable Modem

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 cable Internet provider and tell them that you are using a new cable

modem.

Note: If Comcast Xfinity is your cable Internet provider, do the following:

Close all web browsers and then launch a web browser. You are

redirected to the Xfinity self-activation page. If you are not redirected to

the Xfinity self-activation page, visit the following website:

http://www.comcast.com/activate

You must provide your Xfinity credentials during the activation process.

If you are unable to self-activate your cable modem, call Comcast

Xfinity customer service at 1-800-XFINITY (1-800-934-6489).

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

CM500.

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

http://support.brighthouse.com

Cablevision http://www.cablevision.com

https://www.optimum.net/support/contact-us

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

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

Charter 1-888-438-2427

https://install.charter.com

Hardware and Internet Setup

CM500 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.

For more information about 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.

Perform a Speed Test

To determine the accurate Internet speed, visit the speed test website of your cable Internet

provider and perform a speed test.

If your actual speed is lower than your subscribed speed, contact your cable Internet

provider.

Comcast 1-800-XFINITY (1-800-934-6489)

http://www.comcast.com/activate

Cox 1-877-891-2899

http://www.cox.com

Optimum http://play.optimum.net

https://www.optimum.net/support/phone-list

Note: Optimum is a brand name of Cablevision.

Time Warner Cable 1-800-892-2253

http://www.timewarnercable.com

Cable Internet Provider Contact Information

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