Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media, downloading new software, checking your email, or talking with friends on the phone, the Touchstone TG862 Telephony Gateway brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone service and both wired and wireless connectivity. It also supports a Lithium-Ion battery backup to provide continued telephone service during power outages.
The Touchstone Telephony Gateway provides four Ethernet connections for use as the hub of your home/office Local Area Network (LAN). The Touchstone Telephony Gateway also provides 802.11b/g/n wireless connectivity for enhanced mobility and versatility.
In addition, the Touchstone Telephony Gateway provides for up to two separate lines of telephone service. DOCSIS 3.0 offers the highest speed and security on Comcast’s network. The built in wifi router is capable of up to 320mbps download speed.
Does the Arris TG862G work with a landline phone?
Yes! This model is equipped with 2 telephone ports that can support activation of up to 2 separate telephone lines. You’ll need a telephone plan to activate these and they only work in some areas, so please contact your provider prior to purchasing to ensure compatibility in your area.
What is the point of the backup battery?
Backup batteries are there for you in emergencies where the power is out. With the backup battery installed, your telephone line and internet should be working still so that you can call out for help or be entertained until the power comes back on.
W. Walden –
Purchased this modem/gateway and got it yesterday.
Replaced a new Technicolor TC8305C modem that was installed in new service two days ago.
Used for Comcast 105 mbps service plus single line voice.
Modem works as advertised and is not the first Arris modem I’ve used. All Arris modems have been rock solid.
Observations for experts and newbies.
1. Follow Comcast directions for hooking up hardware
2. It can be confusing getting a computer to ‘connect’ with the modem/router to activate, and if that’s your case, just call from the US 1 (800) 652-3446 to activate both internet and phone.
3. Have your account number, phone number and CMAC # if you’re activating voice, address etc available for technician
4. CMAC # is for the phone (I think) and on the modem as well as the stickers on top of the modem. Easy to find
5. Don’t be concerned if you connect to the activation web site, go thru all the steps successfully, activate the internet service, and then find that your phone isn’t working.
6. My phone didn’t work after a successful on-line internet activation.
7. I called the above phone number, stepped through the phone activation, and voila……the phone worked.
8. Note: the call I made sounded like it was going to a service technician, and then was answered by someone in Activation. Doesn’t make sense, but they fixed the problem.
9. Tips: 1) Check to assure you have a phone dial tone and 2) ask them to call you back on the line that they activated. You would probably be calling from your cell phone so don’t assume the incoming works. They will call on the land line and then you can drop the cell to finish any other work.
10. After successfully getting the phone to work, I asked the same person to do two other tasks: a) Disable wifi, and b) put the modem into ‘Bridged Mode’. Bridged is when you want to use your own router/wifi. Neither of the are available after Comcast loads their firmware on the Arris modem.
11. These two tasks only took 10 minutes and they were done correctly.
Great product, no hassle from Comcast, good tech service person and overall positive experience.
Worked fine in our Comcast installation. Gave us download speed (as measured by ookla) of 125Mb/s, and upload of around 11Mb.s. Phone line worked fine.
I will say that in our particular case, the installation was a royal pain. I have no idea whether this has anything to do with the modem or if it’s entirely on the comcast side. We plugged in the modem and it sync’d fine, but we were not redirected to the comcast activation portal. We needed to get on the phone with Comcast and it took something like an hour with multiple unintended transfers to get first the data connection and then the telephone line activated. I think this is more an issue on the comcast side than with the modem. The modem appeared to perform as expected all through the process.
Although, I did have inexplicable difficulty disabling the modem’s built-in wifi. I have a separate 802.11ac simultaneous dual band router, so I definitely do NOT want to use the mediocre 802.11bgn wireless that’s built-in to the modem. Each time i tried to disable wifi, I got an error message that the SSID cannot be blank. It looks like a simple GUI software bug, but may be indicative of low software quality. I finally decided just to ignore the wireless. And since no clients will associate, the only cost is 10 wifi beacons per second coming from this device on wifi 2.4GHz channel 1.
Mitchell F –
I have been using the Arris TG862G gateway for several months now and everything has been performing as expected. The gateway has been reliable and a solid performer. The configuration interface is a bit clunky, but manageable for anyone that’s spent time delving into multiple router configuration systems and knows how/where to find what they’re looking for. The biggest issue I had with this modem was getting Comcast (in California) to configure the thing correctly. Because it wasn’t a “Dory” gateway, they had to escalate me to the next tier of support and I had to read (and re-read, and re-read) the MAC addresses and IDs of the various gateway components to get them all configured and working. That is absolutely on Comcast, not on the gateway or Arris. If Comcast hired smarter people…
The backup battery works as expected, the WiFi is decent (not the best thru-wall and distance coverage, not the worst by far, either), and as I said earlier, the device has been extremely stable. If you want to avoid Comcast’s monthly “equipment rental fee” and aren’t afraid of getting your networking digital hands a little dirty, this is an excellent alternative to what Comcast provides.
I would absolutely NOT recommend this gateway for people who are of the “I should just be able to plug it in and it should start working” mindset. If this describes you, stick with the device Comcast sends you. You’ll be happier in both the short and long runs. Again, this has nothing to do with the Arris hardware: it is all about dealing with relatively inept and unskilled Comcast support techs that you have to rely on to get this working. If you can’t talk them through their job, you won’t get this working.
well, I was excited to replace the Comcast rental unit. After painstakingly setting it up with Comcast ( 4 calls) it has worked reasonably well…. Now it has started returning to default settings every few days. (login username/password, SSID/password, all other settings as well, lowest default security etc). After 2 hrs online with Comcast they run a diagnostic from there end and tell me the gateway is no good and they offer to provide a rental to me. I said I didn’t want a rental from them and they said I needed to contact Arris bc it wasn’t their unit. I contacted Arris and talked to a very helpful person who confirmed the model and serial number. Once this was done I was asked how long I have had the unit to which I said just over a month. They then told me it was no longer in scope for an exchange (older than 30 days) but it would need to be repaired/replaced. 3 options were provided. I pay for an send back the unit to them and I would get a replacement in 7-10 days. Of course I would not have use of the internet (or phone) until they send one back. Option 2 is for them to take my CC info and charge me $9.50 for a replacement to be sent to me in about 7 days. I would then also pay for sending back the defective unit to them. option #3: is for them to take my CC info and charge me $12.50 for a replacement to be sent to me in about 5 days. I would then also pay for sending back the defective unit to them. So all in all this defective unit is going to cost me an additional 20-25$ and it is only a month old. Make sure you take this into account when you consider buying this item, Customer service was great at Arris but I was paying for it
Works as advertised on Comcast for Internet and voice. Replaced a rented DOCSIS 2.0 eMTA with little issue–just hooked up and followed instructions from Comcast walled garden in browser.
Note that it will load a Comcast-customized firmware when connected and reboot multiple times in the first 15 minutes or so before you can get to the walled garden to register the device.
After a few months this unit has started having amnesia–it forgets ALL of its settings any time it loses power or is rebooted remotely by Comcast. WiFi SSIDs and PSKs are forgotten. Admin password is reset to default. Searching online this seems to be happening to a few of these.
I’m a new Comcast subscriber of internet and phone service. They recommended this model because of the telephony aspect. When it arrived I boxed up my old Cisco router and used the built-in router.
1. The installer was able to get this unit up and running quickly.
2. Phone works great. (I’m so glad I didn’t have to buy new phones.)
3. Internet works great when using an ethernet connection (which is what my son does) or wirelessly — as long as you’re in close proximity . My son, a gamer, is beyond thrilled. I use wifi and as long as I’m near the Arris modem I get great speeds — consistently in the neighborhood of what I’m paying Comcast for — about 50Mb.
1. Using the wifi connection from the bedrooms upstairs and everything goes to h-e-dbl-hockey sticks. I don’t even have enough connectivity to check my emails. My iPhone 6 reverts to the LTE network when I’m upstairs. Mind you, we don’t have a huge house. There is about 30 feet between me and the modem from my upstairs bedroom. I called 1800-Xfinity a couple of times. Among the many pieces of advice was send back this unit and replace it with a dual band unit, get a signal booster. Of course I went online to see what the forums say and I embarked on a scary journey to change the settings to allow for a “bridge mode.” I immediately lost all connectivity. In desperation, I called Comcast once again and I got to talk to a wireless support person. What a sweetie. (While on hold, we got disconnected. He called ME back!! Awesome.) He reset my modem and walked me through using my old Cisco router and now life is good! I do have two SSIDs, but that’s okay. I’ll use the Arris wifi when I’m downstairs and the Cisco wifi when I’m upstairs.
If I had to do it over again, I would have bought a non-wifi modem with telephony. Ultimately Comcast was able to make this work.
Peter W. –
So far – – so good! I’ll reserve final judgment for a month or two. This is a ‘heads up” for those planning to install one of these modems. There’s no such thing as a “self install” – at least not with Comcast. You WILL need to call Customer Care.
PLAN AHEAD! Obviously, if you have your phone service through your cable company, you’re not going to HAVE phone service as soon as you unplug your existing modem. So – have your cell phone handy. Also have the little slip of paper with all the “MAC” addresses available – and install the backup battery that comes with the modem before calling. Also plan to spend 30-45 minutes on the phone with someone in “Bangladishwasher” who has very limited command of the English language. In my case, it took no fewer than ten modem reset commands for them to get it right. (Maybe I should have brought a book to read??) Persistence paid off, though, and my modem is performing as it should.
I just wish I had done this much earlier. It’s much better to buy a modem ONCE – – rather than buying it over and over again by paying $10/month to Comcast!!
D. Allen –
As the cost of cable keeps going up, I needed to try to keep cost in check. One of the ways was to stop renting the gateway from Comcast (which, by the way is $12 per month). I have triple play so I needed to to have phone included with the internet and this was an upgrade to the one I was renting. Higher speeds, no rental fees. The setup is easy, the tougher part of it was dealing with Comcast to change the status to customer owned modem. It actually wasn’t as bad as I thought it could have been, Comcast was very cooperative with the changes I needed done and it was accomplished in a few minutes. Then just return the rental back to the nearest Comcast store. I also have the ability to have a wireless open network for family and guest but I opted not to use it for my own peace of mind, it is supposedly separate from you private wireless, but I didn’t like the idea of it, so I disabled it on the Comcast website (your account settings). It works well and it will pay for itself in just over a year.
Also Anonymous –
The gateway has worked fine for me. The issues I have had with it stem from Comcast/Xfinity. I couldn’t connect to my internet service without a service call to Comcast. Once I called them, and they did a little fixing on their end, the phone line and internet service worked fine.
Warning to buyers of this modem: Comcast may try to add this as one of their modems and charge you a fee. I had installed the Xfinity Account app on my phone and noticed they had taken my modem and put it in their system as one of their own. I called them immediately and told them that I purchased my modem and it did not have the Xfinity logo on it. I also had to confirm that it was a flat box not a tower type box for them to remove it as one of their modems. I was lucky and caught this before they charged me a fee, and the process wasn’t as bad as I’ve heard it could have been. I hope this doesn’t happen to you.
B. Belstock –
If you’re a Comcast Triple Play customer, this is the modem you need to buy. It is the same model they lease to you every month. While the price may appear a bit steep at first compared to a basic cable modem, considering most Comcast contracts are for 2 years, the savings adds up if you buy this model. Comcast was going to charge me 17 dollars a month to lease the same exact model. It didn’t take long for me to decide that this was more than an affordable solution.
Installation is pretty easy. Plug it in, call up the cable company, give them the numbers they need off the modem and you’re up and running in 30 minutes. This model has 2 phone line jacks and 4 ethernet ports so plenty of connection options. It automatically updates the firmware through Comcast so that is something you have to watch out for if you use the WiFi. The firmware update will reset the name of your home network so you’ll need to connect to the router and reset the name to what you had it before.
I would recommend getting another router if you plan on using the WiFi in a decent sized house or apartment. I found the signal strength to be weak and even the ethernet ports would time out over and over again. This became an issue because I use Tivo instead of a Comcast DVR. My Tivo Mini would repeatedly lose the network connection with the Tivo DVR in my living room. After trying all sorts of work arounds I finally found a fix: I installed my own router and put the Arris into BRIDGE MODE. I now have strong WiFi throughout my home and I am no longer having connectivity issues with my Tivo. The Wifi as a whole on the Arris is not very strong.
But, this does what you need to do if you’re looking to save money on your cable bill. Considering the cost vs. what you’d pay to lease from a company like Comcast it is worth it. Why keep paying 17 dollars a month when you can have your own?
After renting a broadband voice/internet modem from Comcast/Xfinity, we bit the bullet and bought one, figuring that it will pay for itself within a couple of years. Installation was a snap. An information sheet that came with the device provided the URL for instructions. I pulled up that site and did what it said. Getting linked up and registered with Comcast was a simple operation that was handled entirely online.
I ran into problems when I tried to access the device’s WiFi network. The instructions said that a label on the back of the device provided the network SSID and pass code. I could tell right away that the SSID was different than what it said on the label. I ended up contacting Arris support. They provided links to instructions on how to access the information I needed so that I could get to the WiFi network. Once I did that everything worked great.
At this point the device works like a charm in all aspects. The only issue we have had with it was the WiFi SSID/pass code mismatch label.
We bought this to replace the cable modem that we were renting from Comcast. Word of advice, call your internet provider when setting up because they will nee to associate the new modem MAC # in their system in order for it to work. The directions from Arris indicated we could do it on our own. We wasted a lot of time trying to set this modem up until we contacted Comcast. Only comcast can associate MAC # with your account number. Once we contacted Comcast setup was a breeze.
A bonus of having this modem is that we no longer having a problem with Netflix constantly freezing and reloading programs while we are trying to watch programs. We run 6 wireless devices and internet phone service through this modem with no problems or reduced speed.
I am very happy with this purchase. Not the cheapest modem out there, but well worth the cost.
I am so incredibly happy with this purchase. I didn’t even have to call Comcast to get it working; I just followed the directions included in the box (connecting it, waiting 45 minutes, opening up a webpage browser that routes to a Comcast activation site, etc.). My phone and my internet work perfectly. In fact, I kept getting connection error messages with my previous Comcast modem and I don’t have any with this modem. I will be returning my Comcast modem this weekend, and then I will be free of the $10 monthly modem rental charge! This purchase will pay for itself in less than a year. So happy!
This is a very solid Comcast compatible eMTA gateway despite tons of inaccurate information noted in 1-star customer reviews. Please do your research prior to purchasing, or read up on Networking basics to get a full understanding of what this device can and cannot do.
It’s Wireless N technology, so wireless performance isn’t anything to rave about. However, all other features (voice, 4-port switch, routing and gateway) do work as designed. I’ve had no issues with the one I installed at a customer site. I highly recommend pushing for a Level II support agent if the activation represenative is unable to get everything going — no need to have a cable tech come out for an onsite visit.
The Arris TG862G arrived ready to go out of the box. It came with great documentation/instructions for installation. My installation went great. I did not have to call Comcast I just followed the self activation process in the document provided. My internet and voice service were up and running in about 30 minutes as it did take some time for the modem to get its firmware upgrade. I was also able to log onto the Arris device and set up wireless and other network settings to my liking.
I’m very happy with my purchase!
I bought this to replace the Comcast/Xfinity unit that I was paying $10 a month to rent. I had no idea I could buy my own gateway. So after it arrived I plugged it all up but I wasn’t getting an internet signal. I called Comcast customer service and the technice an reset my modem over the phone and I had a working modem without a rental fee! The only problem was that my phone service did not work at first. I was transferred twice to people who tried different things but they didn’t work. I was told a specialist would call me back within 48 hours. However the phone was just started working a few days later. I’m not sure if it was Comcast or the modem just finally initializing, either way I am a very happy camper. I hooked up an additional wifi router to take stress/traffic off of this unit and it works beautifully.
I ordered mine from GenCom, item was in excellent condition. I am a cable technician and install multiple EMTA and Modem devices daily, most of which are ARRIS.
I am a Comcast customer, so this model is something I am familiar with, just not this revision, Comcast uses the same model in a different housing, they work the same.
I didn’t even have to call into Comcast to add the modem, I installed it at home and allowed allowed it to complete a firmware update, then used the captive portal activation. I had to run the activation twice, the first time it went through but the modem didn’t reset itself and do it’s provisioning download on the first go, but it did on the second. I am using Comcast internet and CDV with this modem, but am using a separate router in AP mode for WiFi, and am getting better range than I did with the Arris 1862 (XB3) I had been using, the speed is the same, and this one came with a battery, which Comcast no longer includes, you have to purchase it for $35 (nearly the cost of this EMTA).
For those of you wondering, on first boot it has what must be Time Warner Firmware, the admin screen looks a lot like our Arris modems years ago, but after completing the firmware download the admin screens are identical to that of the Comcast owned 862G.
winny mckee –
When I connected the gateway to my network, I contacted my service provider, Time Warner to activate it in replacement of the leased modem they had been providing. After exhaustive efforts on their part without success to get the wifi up and running, they advised me to contact Arris for support which I did. The Arris tech support found that this gateway was previously sold by them to Time Warner in 2013 to be placed in service in their residential lease program whereby it is set up by TW with a security feature for wifi to activate and connect with their servers only when it is under lease. At th advice of the Arris rep I then got back to Time Warner to explain this so they could do the necessary at their end to get the device’s wifi to work. I did this, however the TW rep said they had no record of this gateway’s serial number in their database and if it had been previously owned by them and leased out it was now totally expunged from their records and there was nothing more they could do at their end to get the wifi to connect with their server. They were quite firm about this and advised me to either go back to Arris or return the device to the seller which is what I did as Arris had already informed me that they could do no more for me as their warranty on the device had expired.
This was a rather frustrating experience to say the least, but I did learn something of value through this process from which other Amazon customers may benefit. Time Warner informed me that to receive their telephone service I would still need to use their modem as FCC regulations did not permit the use of a third party device for that purpose and they would let me keep their modem without any lease charges for telephone service only. So to get this set up, I would need to use an Rf signal splitter to run the cable line to their modem for the telephone and my separate owned gateway device for the wifi service. The TW rep I spoke with prior to purchasing this Arris gateway did not mention this FCC issue and actually recommended it to me when I told him I needed a device for both wifi and telephony service. So now I know that I need to get a gateway with just ethernet ports to get wifi connected and not one like this Arris gateway which has both ethernet and telephone ports.
This modem/router works exactly as I hoped it would to replace my rented Comcast cable modem. Easy to activate due to the Comcast online activation site. Took maybe 10 minutes. The seller of this product provided a lot of information via email and along with the product, which made me a bit concerned about how complicated it was going to be trying to get this activated. Thankfully the activation worked on the first try and I never had to call Comcast. I appreciate all of the seller’s communications since they provided back up options in case the first or second process didn’t work.
The modem/router itself works great. I can’t say that I notice any speed differences, but overall it was pretty easy. I’m pretty good with network type of stuff. I’m not sure how easy it would be for others if you have a somewhat complicated home network (I have two switches along with a separate WAP to get wireless and wired coverage throughout my house, and one machine has a fixed IP address). I suggest taking notes of all of your current router and device settings before shutting the current router down in case you need to reference anything when setting up the new one.
E. Tsab –
If you are planning to switch out your lease modem with this one, you might want to read this first. This was the same model that I was leasing through TWC. I figured I would just buy the same model to replace the leased one so I don’t have to pay the monthly fee anymore. I order a refurbished unit which seem to work great, its been only a couple of days. Now to the bad. You still need to use the lease modem from TWC for the phone service if you have that (you will no longer be charged the leased fee). Once TWC activate your new modem, they will deactivate the WIFI option in your unit, the wifi will no longer work when connected. If you disconnect it from the cable the WIFI works but once connected back to get internet service the WIFI shuts off. TWC denies doing this but some other review says otherwise. So now instead of having just one unit, you will be running three units (lease modem for phone, the new modem for internet, and a WIFI router for wireless) to get the same service from one unit. If I would have known this before buying this unit I might have gone with a different modem.
Replaced my $10/month rental from comcast/xfinity with this unit. Activated it online in about 15 minutes and data/voice worked as expected. I use mine in “bridged” mode and do not use the wifi feature.
Comcast seems to remove access to the admin console after activation. Assuming you will be using a dedicated wifi router, you might need to do the following to set the router to bridged mode:
1) Remove the cable cord
2) Hold the reset button for 30 seconds
3) Plug an ethernet cable into the modem
4) Login to the modem admin screen
5) Set routing to bridged
6) Disable the firewall (with the modem firewall enabled, my wifi router could not get an IP address)
7) Disable to wifi
8) Plug cable cord into router
I purchased this to replace the cable modem gateway provided to me by Comcast, thus saving the $10/month rental charge for using Comcast equipment. The unit is identical in function to the one that Comcast provided and works no better or worse. I’ve had no WiFi signal loss problems in a small two story house, and no buffering problems. Though I’d read it’s ill advised to buy a cable modem gateway used, I did so anyway because the order was fulfilled by Amazon. Obviously, I’m happy to have gotten a substantial savings from the price of a new unit. It’s a breeze to setup. There is no need to call Comcast to do it.
Gary Pullings –
The modem for internet works great, easy setup, however the phone isn’t allowing it to connect, the packet upload keeps failing. I spent 2 hours on the phone with Comcast and they couldn’t get it to work. Like I said internet is great. If it was just a normal modem it would be 5 stars. How ever since the tech has to come out to get the phone to work I give it a 2 star.
spent another 3 hours with comcast. the phone lines don’t work at all. Modem is great but the phone lines sucks and won’t connect. The tech used their modem and it went right up and worked fine. Returning the defective product.
A. Cookson –
I bought this because it was the recommended modem on Comcast’s web site for triple play usage–internet, TV, phone. After the Comcast techs did their installation we realized that the WiFi signal was very intermittent throughout the house. The modem tech support told us it is Comcast’s problem. Comcast has made it very difficult to get a live person to talk to so we did some searching on the web to figure out how to solve this problem.
We ended up buying a Netgear AC 9000 and connecting it to TG862G with a regular internet cable putting both next to each other in the same room. But we configured the AC 9000 as the point of entry for internet with a new SSID name broadcasting both at 2.4GHz and 5.0GHz. All the connectivity problems got solved.
So, basically this modem is good for the phone feature only. The WiFi part is an old standard N-type. You need to get the AC type for best speed. If you need a modem for phone there are models that support the phone only at a lower price. Don’t pay extra for this modem thinking you get both phone and WiFi in one package. The WiFi part doesn’t work. With the AC 9000 from Netgear our network does transmit a strong signal throughout the house with no interruption. Proof that it was the modem not the Comcast service. It took us a week to figure this out on our own. Both Comcast and Arris suck in their tech support. You can’t get any help from them period.
The Long Ranger –
After installing, Comcast pushed a dubious software “upgrade” that made the router run a second, hidden SSID. It is impossible to turn off this second network. Also, Comcast will snoop on your network and collect information about it, including your SSID. Sorry, Comcast, this is just too creepy. It also runs on the 2.4GHz band and the location is limited to wherever your cable outlet is. Subsequently, you will most likely use another router anyway. It eventually died after being hit with a lightning. I will not buy it again.
While the wireless gateway basically works with Comcast, I have given it three stars rating because of some deficiencies. Its wireless router operates only at 2.4 GHz, sufficient for most devices. However, it does not work with Comcast Xi5-P (Model Pace PX051AEI) the wireless TV set top box which requires a 5 GHz signal,. I spent many frustrating hours trying to figure this out. Comcast phone support had no clue either. Finally, ARRIS customer support told me that a separate dual band router is necessary. Additionally, ARRIS is not MOCA compatible, and it cannot support Xi5 –
according to the Comcast technician who made a house call. I ended up switching to a hard wired connection.
Another deficiency is that its wireless signal is weak and intermittent. So, I was forced to configure the ARRIS gateway in bridge mode, and use another good quality dual band router. Only good reason to have this ARRIS is that it has telephony. If you do not need the phone line, consider another cable modem and a dual band router combo.
Dan J. Henderson –
This may not be Arris’ fault, but 24 hours after installing it, and spending endless hours on the phone with Comcast Tech Support, the phone function still isn’t working. VOIP service does *not* get activated automatically when you activate the rest of the features, and last night (1/11/18), when the Comcast tech tried to contact the appropriate group to activate the phone function, his calls kept getting dropped! Bitter irony.
This device comes with activation instructions that end with, “Now, if you have a WiFi router, you can set it up.” What?? I thought this device had a built-in router? Turns out it does, but the installation instructions seem to be inclusive of Arris boxes that are just cable modems. Plus, while setting up the WiFi network, it took me a while to figure out that the “Pre-shared key” field in the WiFi setup dialog is your WiFi password. Hours of fun for the whole family.