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Arris TM3402



Modem Information

DOCSIS 3.1 Internet and Telephone Modem

32x8 channel bonding

Highest Service Level

Go Super Fast - 1-Gig

Combination Internet and Telephone modems purchased or received in new or used condition from third-party retailers are not certified for use with the Cox network.


Front View

image of TM3402 Front

Click to enlarge.

After the cable modem is successfully registered on the network, the Power, US/DS, and Online indicators continuously indicate that the modem is online and fully operational.


Back View

image of TM3402 Back

Click to enlarge.


The TM3402 has the following ports available on the back of the modem.

  • TEL 1 / TEL 2 - Connects to home telephone wiring and conventional telephones or fax machines.

    Note: If you only have one phone line, connect your wiring to TEL 1.

  • Reset - Use this button in the unlikely event that you want to restore the default factory settings. This button is recessed to prevent accidental resets of your modem.

  • Ethernet - Provides internet access to a single device. Only one port is active at a time.
  • Cable - Connect your coaxial cable line to this port.
  • Power - Connect the supplied power cord to this port.

For modems with four Ethernet ports, only plug devices into Ethernet port one because only one port is active, and additional devices plugged into the other ports will not receive Internet access. Use the access port only for modems with a sticker covering up the extra ports. Do not remove the sticker.


MAC Address

image of Touchstone TM3402 MAC Address Label

Click to enlarge.


MAC addresses are written as 12 digits containing both letters and numbers (0-9, A-F). A MAC address is unique. The first six characters of the MAC address are unique to the device's manufacturer.


The lights indicate the current status of your modem. To troubleshoot any connection problems, use the table below.

Note: All of the status lights display white except for the Battery light.

Modem Light Status Problem

image of the power light
Off No Power. Verify all cable connections and try resetting the modem.
Solid None. The device is powered on.

image of the Upstream / Downstream Light
Flashing Not connected to the internet. Verify all cable connections and try resetting the modem.
Solid None. Connected to the Internet.

image of the online light
Off Internet is not available. Verify all cable connections and try resetting the modem.
Solid None. Internet is available.
Tel 1
Tel 2

image of the tel 1 light
Solid None. Indicates service is enabled.
Flashing None. Line 1 or Line 2 is in use.

image of the battery light
Solid green None. AC power is present.
Slow pulsing green None. Running on battery power.
Solid red Battery or charging error. AC power is present.
Slow pulsing red Battery or charging error. Running on battery power.
Off No battery backup is available, or the battery is not installed.
Rear Panel Ethernet Ports Green None. A GigE data connection is made.
Amber None. A 10/100 Mbps data connection is made.

Manufacturer Resources

For more detailed technical information on the TM3402, use the resources below.

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