SURFboard® General Frequently Asked Questions

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What is high speed cable Internet access?
Cable Internet access uses cable television wires instead of telephone lines to connect to the Internet. It is extremely fast and does not tie up telephone lines for incoming or outgoing calls and faxes.

SURFboard cable modems are capable of downloading up to 100 times faster than traditional analog phone modems, when comparing download speeds with a traditional 28.8k analog modem. Actual speeds will vary, and are often less than the maximum possible. Upload and download speeds are affected by several factors including, but not limited to: network traffic and services offered by your cable operator or broadband service provider, computer equipment, type of server, number of connections to server, and availability of Internet router(s).

Do I need to subscribe to cable TV to get cable Internet access?
Not technically, but some cable operators require that you do subscribe to basic analog cable TV service before you sign up for high speed Internet access. Check with your local cable company for specific information.

Can I still watch cable TV while using my Motorola cable modem?
Yes, your cable TV line can carry the TV signal while you send and receive information on the Internet. Depending on how many TVs you have connected to the cable coming into your home, you may also be in need of a Signal Splitter to allow more cable connections to areas within your home. Click here to learn more about our Signal Splitter and Signal Booster products.

Do I need to change my Internet Service Provider (ISP)
? Currently, most Internet service providers do not provide cable Internet access. Contact your cable company for your specific information.

How does a SURFboard cable modem work?
The cable TV system plant dedicates a standard cable TV channel for data transfer of Internet and multimedia services. A computer equipped with a SURFboard cable modem is then connected to the cable TV system network using the same type of hook-up used for a television. The SURFboard cable modem receives information carried over the cable TV network and passes it through to the computer via USB or a standard 10/100Base-T Ethernet interface.

What comes with my Motorola SURFboard cable modem?
Quite simply, virtually everything you need to begin surfing the Web with your computer. Included with your SURFboard cable modem are Ethernet and USB cables, power cord, an Installation Assistant CD-ROM including USB drivers and User Manual.

I have more than one computer. Do I need more than one Motorola SURFboard computer modem?
No, if your computers are connected via a network, one Motorola cable modem will support up to 32 computers. But you will need additional networking equipment such as our Wireless Broadband Router, Wireless Access Point or the Ethernet Broadband Router.

Is the SURFboard cable modem compatible with cable modem equipment from other manufacturers?
Yes. All Motorola SURFboard cable modems are built to comply with the Data-Over-Cable-System-Interface-Specification (DOCSIS®) interoperability standard. Click here for more information about DOCSIS® from Cable Television Laboratories, Inc. (CableLabs®).

In fact, Motorola received its first CableLabs® certification in May 1999. We were one of the first companies to receive this certification, which indicates that the cable modem fully complies with the DOCSIS® standard after passing an extensive battery of compliance tests.

There will continue to be non-DOCSIS® cable systems and you should always verify compatibility with your cable operator. Customers of proprietary cable modem systems should check with their service provider on availability of DOCSIS® and any upgrade path.

Which computers and operating systems are supported by SURFboard cable modems?
The Motorola SURFboard cable modems run with any computer that supports USB or Ethernet interface, including PCs, Macs, laptops, and workstations. SURFboard cable modems are compatible with any operating system that runs on these computers as long as the operating system supports TCP/IP (such as Macintosh® OS, Windows® 95/98/NT/2000/ME/XP, Linux®, and Unix®). As you may already know, USB is not supported with Windows® 95 and NT.

Does the SURFboard cable modem support wireless systems?
Yes, our cable modems can easily connect to wireless and wired home networking systems. In fact, we have a complete line of 802.11g wireless products and an Ethernet Broadband Router. Click here to find out more about Motorola Home Networking.

We also have our SBG900 Wireless Cable Modem Gateway that includes an integrated SURFboard cable modem, 802.11g wireless networking and so much more. To learn more about the SBG900 and where to purchase, please click here.

Do Motorola SURFboard cable modems support satellite delivery systems?
The current products do not support satellite delivery directly, however, the cable modem can be connected to a satellite receiver that can output a data stream over Ethernet.

How long is the average installation of a SURFboard cable modem?
Installing the SURFboard cable modem itself takes a matter of minutes, since there is no software to install on the host computer. The overall installation may take longer if there is no USB or Ethernet interface available on the computer, if there is no coaxial cable outlet near the computer, etc.

Does the Motorola SURFboard cable modem support multiple users?
SURFboard DOCSIS® cable modems are capable of providing multi-user functionality with additional equipment such as wireless access points, Ethernet hubs or switches; however your cable operator may not offer this functionality or may charge extra to enable it. Please contact your cable provider for more information.

How do I register my Limited Warranty?
Your Limited Warranty is automatically registered when you purchase your Motorola SURFboard cable modem from our online store. The information for your order is automatically entered in our database so that we can better serve you. You do not have to do a thing other than call us if you should encounter a problem.

If you have purchased a Motorola SURFboard cable modem through any of our retail partners, the product is covered under our Limited Warranty for a period of two (2) years from date of purchase. We suggest you keep the original receipt for that time period just in case you encounter any problems.

What if I move?
For the most current information, contact your new cable provider. They'll be able to tell you about the services they currently offer. Motorola SURFboard cable modems are DOCSIS® CableLabs® Certified™. So if your new cable provider is DOCSIS® compliant, you're ready to go.

What kind of technical support is available?
If you are a consumer of Motorola SURFboard® equipment, we suggest you to try our 24x7 online technical support team first. If you do not receive a response quickly, then call our 24x7 technical support team at 1-877-466-8646.

Is my data secure with a Motorola SURFboard cable modem?
Motorola SURFboard cable modems use some of the latest data encryption technology to help minimize security risks for your data. However, a little extra caution never hurts. We recommend you turn off your file- and print-sharing options when you're not using them and carefully review any other security precautions your service provider might recommend.

Also, the Motorola SURFboard cable modem provides a top-mounted standby button for enhanced security. When you activate the standby feature, it disconnects the traffic between the PC and the Internet. Your modem remains connected to the RF Network to your cable operator, and your PC is protected from any potential hackers.

What does the Standby button do?
The "Standby" button shuts down the front panel LEDs and disconnects communication between the cable modem and the computer(s) connected through the cable modem, while remaining active on the cable operator's RF network. This provides a means of security to the user by "disconnecting" them from the Internet when they are not using it. SURFboard cable modems have an extra "Standby" LED that illuminates when "Standby" is engaged.

When the modem is switched from "Standby" to "active" do I have to renew my IP lease (DHCP) on my computer or modem?
Your PC will still maintain its IP address for the life of the lease (unless it's been rebooted). If the lease expires while the modem is in Standby mode, the PC will have to renegotiate a new IP lease (DHCP) when the modem is again set to active. The length of the lease is dependant on parameters set by the ISP/ Cable Operator and may be checked and renewed in Windows® 98/ME computers using the WINIPCFG command at a DOS prompt or "ipconfig /renew" for Windows® NT or Windows® 2000.

SURFboard cable modems have both Ethernet and USB connections, can I use both to attach multiple computers?
Yes. The USB port will support only one user and the Ethernet port (with a hub or switch) can support multiple users, to a maximum of 31 attached computers. Please check with your ISP or cable operator to see how many users they allow on cable modems.

Can I attach a USB hub to support multiple users?
No, the USB port will support only one user. If you need to support multiple computers you need to use the Ethernet port and a hub/switch.

Where can I get drivers for USB support?
Click here to download the USB drivers.

Do you have Macintosh USB drivers?
No. Since Macintosh® computers generally ship with built-in Ethernet interfaces, no USB driver is available.

Do SURFboard cable modems support Linux USB drivers?
Not at this time.

Can I hook up a SURFboard cable modem to broadband cable routers?
Yes, as long as the broadband router supports the DHCP client option for the connection to the cable modem.

Do Motorola SURFboard cable modems support Network Address Translation (NAT) or Port Address Translation (PAT)?
All SURFboard Cable Modems function as bridges (with the exception of the SBG900). They do not support any type of address translation. The SBG900 does support Port Address Translation in addition to many other networking features. For more product information, please click here.

What is A-TDMA?
Advanced Time Division Multiple Access (A-TDMA) technology significantly increases your upstream data throughput in A-TDMA-enabled cable systems. A-TDMA technology has theoretical speeds of up to 30 Megabits per second (Mbps), that's approximately three times higher than the 10 Mbps maximum upstream throughput in DOCSIS® 1.0 systems today. This allows you to send large files in less time.

I have multiple computers located throughout my home, what are my options with broadband products offered by Motorola?
If you are already leasing a cable modem your cable operator, looking to upgrade or you are considering to sign up for high speed cable Internet access, you may want to consider purchasing our new SBG900 Wireless Cable Modem Gateway. The SBG900 integrates a SURFboard cable modem, 802.11g wireless access point, and much more all in one convenient product. Click here for more information regarding the SBG900. The Motorola SBG900 is now available.

If you already own a cable modem and want to start networking all of your computers throughout your home, then you may want to consider Motorola's line of home networking products. We have a breadth of products that will be able to provide you wireless and/or wired networking whatever you desire. Click here for more information on our complete line of networking products.

My computer keeps pulling a 169.254.x.x IP address, the modem has been reset and power cycled and the computer is still getting the same IP address, how do I correct this?
Disconnect the Coax cable from the modem and restart it. Once the "Receive" light begins flashing reboot your computer. If the modem and the computer are communicating, the computer will get a 192.168.100.11 IP address (192.168.0.x with the SBG900) from the cable modem. Shut down your computer. Connect the Coax cable to the cable modem, restart it, and wait for the modem to sync up with the cable company. Once the modem is in sync (Power, Receive, Send, On-line are all illuminated) restart the computer. Once the computer has restarted check the IP address. The computer should have a valid IP address from the cable company. Computers attached to the SBG900 will always get a private (192.168.0.x) address regardless of whether or not the SBG900 is registered on the cable system.

How do I turn off the firewall in my SURFboard cable modem?
The Motorola SURFboard cable modems (with the exception of the SBG900) do not have a firewall built in. If you are experiencing issues loading web pages, you may want to check your computer for any third-party Internet security software.

What do the lights on the modem mean?
The LEDs are for monitoring the status of the cable modem and its connection to the cable network.

Power: Blinks while performing startup diagnostics internal to modem (after initial power-on or reset), and turns solid green when modem successfully completes diagnostics.
Receive: Blinks while scanning for downstream frequency, and turns solid green when modem has successfully acquired a downstream channel.
Send: Blinks while locating and ranging an upstream channel, and turns solid green when modem successfully ranges upstream channel.
Online: Blinks while requesting an IP address (DHCP), downloading the configuration file (TFTP), and getting network time (TOD). It turns solid green when modem has successfully completed registration and is ready for use.
Activity: Blinks when data is transmitted on the downstream or upstream connection. If there is no data traffic, the amber LED remains dark.
PC/Activity (SB5100, SB5120 only): Lit solid when connected to computer via Ethernet or USB. Flashes when data is being transferred between the computer and the cable modem.
Standby (all models except the SB3100, SB4100, SBG900): Solid green when standby button is pressed and modem goes into standby mode.

Do Motorola SURFboard cable modems support VPN connections?
Yes. The modem can be used with VPN connections.

I cannot log in to my VPN server at my place of employment. Is this a problem with my cable modem?
No. If you can bring up web pages and get your e-mail when using the cable modem, but cannot authenticate with your VPN server, it could be something with the VPN server. You will want to contact your employer for further details.

My SURFboard SB4220 or SB5100 cable modem has a flashing Power LED and the other LED's are solid, is it defective?
No. The newest firmware version out for the SB4220 and SB5100 support a feature called NACO (Network Access Control Off). This feature allows the cable provider to easily determine if a cable modem isn't provisioned properly or has been disconnected due to non-payment. Firmware versions 0.6.3.5 or above for the SB4220, and firmware versions 2.3.0.2 or above for the SB5100 have this feature. This feature has no other affect on normal cable modem functionality; it is only a visual troubleshooting aid.

Can I use an Ethernet hub with my SURFboard cable modem?
Yes. Any networking hardware can be used with the SURFboard cable modems.

My Receive/Send Light is flashing and my modem will not go in to standby mode?
The SURFboard cable modem will not enter standby while the "Receive", "Send", or "Online" LEDs are flashing. The flashing of any of these LEDs indicates that the cable modem is in the boot process. Once this process has finished, you will be able to press the standby button and place the modem in the standby mode.

What is Motorola's refund policy for broadband products?
Unfortunately, Motorola does not provide refunds for returned products. All requests to return products and obtain a refund must be handled at the place of purchase consistent with the retailer/reseller returns and refund policy. If you believe that the product is defective and is covered under a Motorola warranty as provided in Motorola's Warranty Information Statement accompanying the product, you will need to follow Motorola's warranty return procedures. Proof of purchase is required to ensure the product is under warranty.

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