ARRIS Touchstone TG862G DOCSIS 3.0 Residential Gateway User Manual

1. Introduction

This manual provides essential instructions for the installation, operation, and maintenance of your ARRIS Touchstone TG862G DOCSIS 3.0 Residential Gateway. This device combines a cable modem, Wi-Fi router, and voice adapter into a single unit, providing high-speed internet, wireless connectivity, and digital voice services.

For optimal performance and to ensure compatibility, please read this manual thoroughly before setting up your device. Contact your Internet Service Provider (ISP) to confirm compatibility and for activation assistance.

2. Product Overview

2.1 Key Features

• DOCSIS 3.0 residential gateway for high-speed internet access.
• Integrated 802.11n Wi-Fi router for wireless connectivity.
• Four (4) Gigabit Ethernet ports for wired network connections.
• Two (2) voice lines for digital telephony services.
• 8x4 channel bonding for download speeds up to 320 Mbps.
• WPS (Wi-Fi Protected Setup) for easy wireless connection.

2.2 Package Contents

• 1 x ARRIS Touchstone TG862G Residential Gateway
• 1 x Power Supply
• 1 x Ethernet Cable (Cat5)

2.3 Device Layout

The ARRIS TG862G features indicator lights on the front panel and various ports on the rear panel for connectivity.

Figure 1: Front Panel of ARRIS TG862G. This image displays the front of the ARRIS TG862G gateway, showing the ARRIS logo and a series of LED indicator lights for power, upstream, downstream, internet, Wi-Fi, and voice services.

Figure 2: Rear Panel of ARRIS TG862G. This image shows the rear panel of the ARRIS TG862G, featuring the coaxial cable input, four Ethernet ports, two telephone ports, a USB port, and the power input.

3. Setup Instructions

1. Connect Coaxial Cable: Connect one end of a coaxial cable to the Cable In port on the rear of the TG862G and the other end to a cable wall outlet. Ensure the connection is finger-tight.
2. Connect Ethernet Cable (Optional): For a wired connection, connect one end of the supplied Ethernet cable to an Ethernet port (LAN 1-4) on the TG862G and the other end to the Ethernet port on your computer or network device.
3. Connect Telephone Lines (Optional): If using voice services, connect your telephone(s) to the TEL 1 or TEL 2 ports on the rear of the TG862G using standard telephone cables.
4. Connect Power Adapter: Connect the power adapter to the Power port on the TG862G and then plug the adapter into an electrical outlet.
5. Power On: The device will automatically power on. Wait for the indicator lights on the front panel to stabilize. The Power, Upstream, Downstream, and Online (Internet) lights should be solid green or blue, indicating a successful connection. The Wi-Fi light should also be illuminated.
6. Activate Service: Contact your Internet Service Provider (ISP) to activate your new ARRIS TG862G gateway. You will need to provide the MAC address and serial number, usually found on a label on the bottom or back of the device.

Important Note for Comcast Telephony Users:

If you are a Comcast telephony user, it may take 24-48 hours for the phone lines to provision and update within Comcast's system. If voice services are not active after this period, you may need to request tier 3 technical support from Comcast to force a firmware download for phone activation.

4. Operating Instructions

4.1 Wi-Fi Connectivity

To connect devices wirelessly:

• Locate the Wi-Fi Network Name (SSID) and Password (WPA2-PSK Key) on the label attached to your TG862G.
• On your wireless device (laptop, smartphone, tablet), search for available Wi-Fi networks.
• Select your TG862G's SSID from the list and enter the password when prompted.
• Alternatively, use WPS (Wi-Fi Protected Setup) by pressing the WPS button on the TG862G and then activating WPS on your wireless device within two minutes.

4.2 Wired Connectivity

Connect devices directly to the Ethernet ports (LAN 1-4) on the rear of the TG862G using Ethernet cables for a stable, high-speed wired connection.

4.3 Voice Services

Once activated by your ISP, any telephones connected to the TEL 1 or TEL 2 ports will function normally. Ensure your telephone cables are securely connected.

5. Maintenance

• Placement: Place the gateway in an open area, away from obstructions, heat sources, and large metal objects to ensure optimal Wi-Fi signal strength.
• Cleaning: Keep the device clean and free of dust. Use a soft, dry cloth to wipe the exterior. Do not use liquid cleaners.
• Ventilation: Ensure the ventilation holes are not blocked to prevent overheating.
• Firmware Updates: Firmware updates are typically managed automatically by your Internet Service Provider. Do not attempt manual firmware updates unless instructed by your ISP.

6. Troubleshooting

• No Power: Ensure the power adapter is securely connected to the gateway and a working electrical outlet. Check the Power LED on the front panel.
• No Internet Connection:
  • Check the Upstream, Downstream, and Online (Internet) LEDs. If they are blinking or off, there may be an issue with your cable connection or ISP service.
  • Verify the coaxial cable connection is secure.
  • Restart the gateway by unplugging the power cord, waiting 10 seconds, and plugging it back in.
  • Contact your ISP to confirm service status and device activation.
• No Wi-Fi:
  • Check the Wi-Fi LED on the front panel. If it's off, Wi-Fi may be disabled.
  • Ensure your wireless device is within range and connected to the correct SSID with the correct password.
  • Restart the gateway.
• No Dial Tone (Voice Service):
  • Check the TEL 1 and TEL 2 LEDs.
  • Ensure telephones are properly connected to the TEL ports.
  • Verify that your voice service has been activated by your ISP. For Comcast users, remember the potential 24-48 hour provisioning period.
• Slow Internet Speed:
  • Ensure your device is connected to the 802.11n Wi-Fi network or via an Ethernet cable.
  • Minimize interference for Wi-Fi by placing the gateway optimally.
  • Contact your ISP to verify your subscribed speed and check for network issues.

7. Specifications

8. Warranty and Support

8.1 Warranty Information

This product typically comes with a 6-month warranty. Please retain your proof of purchase for warranty claims.

Disclaimer:

This device is a certified refurbished product. While professionally inspected and tested, it may have some minor scratches or blemishes. The warranty covers functional defects, not cosmetic imperfections.

8.2 Technical Support

For technical assistance, service activation, or troubleshooting issues that cannot be resolved using this manual, please contact your Internet Service Provider (ISP) directly. They are responsible for supporting the device on their network.

For general inquiries regarding the device, you may contact the manufacturer or reseller. For specific support related to this refurbished unit, you may call 714-310-5681.