ARRIS TG862G Wireless Gateway Telephony Modem User Manual

1. Introduction and Overview

The ARRIS TG862G is an advanced residential gateway solution designed to provide high-speed internet, wireless connectivity, and telephony services. This device integrates a DOCSIS 3.0 cable modem, an 802.11n wireless access point, and a 4-port Gigabit Ethernet router, along with a telephony adapter, into a single unit. It is engineered for enhanced performance, efficient maintenance, and energy conservation.

This manual provides essential information for setting up, operating, and maintaining your TG862G gateway, as well as troubleshooting common issues.

2. Key Features

• DOCSIS 3.0 Compliant: Supports up to 8 downstream and 4 upstream channel bonding for high-speed data transfer.
• High-Performance Wireless: Features a WiFi-Alliance certified 802.11b/g/n wireless access point with internal 2x3 MIMO antenna configuration for optimal throughput and coverage. Supports 802.11n Beam Forming.
• Gigabit Ethernet Ports: Four 10/100/1000Base-T Ethernet (RJ-45) ports for high-speed wired connections. All ports support auto-negotiation, auto speed sensing, and Auto MDI/X.
• Telephony Support: Provides 2 lines of Carrier Grade Voice with multiple protocol support (PacketCable (NCS) and Session Initiation Protocol (SIP)). Supports toll-grade, compression, and High Fidelity Wideband CODECs.
• Advanced Security: WPA and WPA2 Personal and Enterprise, 64/128 bit WEP, and MAC authentication wireless security options.
• Energy Management: Designed with energy conservation features.
• USB 2.0 Port: Includes a single USB 2.0 Targeted Embedded Host port.
• Battery Backup Option: Allows over 8 hours of standby support (battery sold separately).

3. Setup Guide

3.1 Package Contents

Before you begin, ensure your package contains the following items:

• ARRIS TG862G Wireless Gateway
• Power Adapter
• Ethernet Cable
• (Optional) Coaxial Cable

3.2 Physical Connections

Follow these steps to connect your ARRIS TG862G gateway:

1. Connect Coaxial Cable: Connect one end of the coaxial cable to the Cable In port on the back of the TG862G and the other end to a cable wall outlet. Ensure the connection is secure.
2. Connect Ethernet Devices: For wired connections, connect an Ethernet cable from one of the yellow Ethernet ports (LAN 1-4) on the back of the TG862G to the Ethernet port on your computer or other network device.
3. Connect Telephony Devices: If you have telephone service, connect your telephone to the TEL 1 or TEL 2 port on the back of the TG862G using a standard telephone cable.
4. Connect Power: Connect the power adapter to the Power port on the back of the TG862G and then plug the adapter into an electrical outlet.

Figure 3.2.1: Rear view of the ARRIS TG862G showing connection ports. From left to right: USB port, four Ethernet ports, two telephone ports, coaxial cable input, and power input.

Figure 3.2.2: Front view of the ARRIS TG862G with various LED indicators for power, upstream, downstream, internet, wireless, and telephone status.

3.3 Device Activation

After connecting the gateway, allow a few minutes for it to power on and establish a connection. The indicator lights on the front panel will show the status of the connection. Once the lights indicate a stable connection (refer to Section 4.1 for LED descriptions), you will need to activate the device with your Internet Service Provider (ISP).

Important: Contact your ISP (e.g., Comcast/Xfinity, Brighthouse) to activate your new ARRIS TG862G modem. Provide them with the MAC addresses and serial numbers located on the label on the bottom or back of the device. Be prepared to provide the HFC MAC address for internet service and the MTA MAC address for telephony service. Some ISPs may require specific firmware downloads for phone activation.

It is recommended to verify compatibility with your ISP before purchasing this device, especially for VoIP (telephony) services, as compatibility may vary by location.

4. Operating Instructions

4.1 LED Indicators

The front panel LEDs provide real-time status of the gateway's operation:

4.2 Network Configuration (Advanced Users)

The ARRIS TG862G can be configured via a web-based interface. Typically, you can access this by typing http://10.0.0.1 or http://192.168.0.1 into your web browser's address bar. Default login credentials are often found on a label on the device.

Note: Due to the nature of integrated gateway devices provided by ISPs, many advanced configuration options (such as Wi-Fi settings, port forwarding, and bridge mode) may be controlled by your Internet Service Provider. In some cases, the advanced settings tab may be blocked for consumer access. If you need to make specific changes, such as disabling the built-in Wi-Fi or enabling bridge mode, you may need to contact your ISP's technical support. Some users have reported success in accessing full settings by disconnecting the coaxial cable before logging into the router interface, making changes, and then reconnecting the cable.

4.3 Wi-Fi Protected Setup (WPS)

The TG862G supports Wi-Fi Protected Setup (WPS) for easy and secure connection of wireless devices. To use WPS, press the WPS button on the gateway (if available, refer to device diagram for location) and then activate WPS on your wireless device within two minutes. This will automatically configure the wireless security settings.

5. Maintenance

Proper maintenance ensures the longevity and optimal performance of your ARRIS TG862G gateway.

• Placement: Place the gateway in a well-ventilated area, away from direct sunlight, heat sources, and moisture. Ensure adequate airflow around the device.
• Cleaning: Use a soft, dry cloth to clean the exterior of the device. Do not use liquid or aerosol cleaners.
• Power Cycling: If you experience connectivity issues, a simple power cycle can often resolve them. Disconnect the power adapter from the gateway, wait 10-15 seconds, and then reconnect it. Allow the device to fully restart and re-establish connections.
• Firmware Updates: Firmware updates are typically managed and pushed by your Internet Service Provider. Do not attempt to manually update the firmware unless instructed by your ISP.

6. Troubleshooting

This section addresses common issues you might encounter with your ARRIS TG862G gateway.

6.1 No Internet Connection

• Check Cables: Ensure all cables (coaxial, Ethernet, power) are securely connected.
• Check LED Indicators: Verify that the Power, DS, US, and Online LEDs are solid green. If any are off or blinking, there might be an issue with the connection to your ISP.
• Power Cycle: Perform a power cycle as described in Section 5.
• ISP Outage: Check with your ISP for any known service outages in your area.
• Activation: Confirm that your device has been properly activated with your ISP.

6.2 No Dial Tone on Telephone

• Check Phone Cables: Ensure your telephone is correctly plugged into the TEL 1 or TEL 2 port.
• Check Tel LEDs: Verify that the Tel 1/Tel 2 LEDs on the front panel are solid green.
• Power Cycle: Power cycle the gateway.
• ISP Service: Contact your ISP to confirm your telephony service is active and provisioned correctly for your device.

6.3 Wi-Fi Connectivity Issues

• Check Wireless LED: Ensure the Wireless LED is solid green.
• SSID Broadcast: Verify that your Wi-Fi network (SSID) is being broadcast and is visible to your devices.
• Password: Double-check your Wi-Fi password.
• Signal Strength: Move closer to the gateway to check signal strength. Obstacles like walls and large appliances can interfere with Wi-Fi signals.
• Interference: Other wireless devices (cordless phones, microwaves) can cause interference. Try changing the Wi-Fi channel if possible (may require ISP assistance).

If you continue to experience issues, it is recommended to contact your Internet Service Provider's technical support for further assistance, as they manage the provisioning and advanced settings of this gateway.

7. Specifications

8. Important Information & Legal Disclaimer

Before purchasing and installing this device, it is crucial to check with your Cable Company first to confirm compatibility with their network and services, especially for telephony (VoIP) service in your specific location. Compatibility can vary, and some features may require specific provisioning or firmware from your ISP.

9. Support

For technical support, troubleshooting beyond this manual, or service-related inquiries, please contact your Internet Service Provider (ISP). As this is a gateway device, your ISP is responsible for its provisioning, firmware, and overall network compatibility.

You may also visit the official ARRIS website for general product information and resources, though direct support for ISP-provided or compatible devices is typically handled by the ISP.

10. Warranty Information

Warranty terms for the ARRIS TG862G gateway typically depend on where the device was purchased and the specific policies of the seller or manufacturer. Please refer to the warranty documentation provided at the time of purchase or contact the seller for details regarding warranty coverage, duration, and claims procedures. Keep your proof of purchase for warranty purposes.