About the Arris TG862R Cable Modem

This model is one of the few that was rolled out for exclusive use with Comcast Xfinity. The TG862R will not work with other internet service providers due to firmware limitations. Since this model is usually an Xfinity-supplied device, we have found it can be difficult to find DIY troubleshooting instructions for basic fixes. Here’s our beginner-friendly guide on getting yours set up as well as some basic troubleshooting steps to fix common networking problems. You can also check out our complete list of Comcast Xfinity Compatible Modems, if you’re looking for an upgrade!

How to Activate Arris TG862R

The Arris TG862R is exclusively compatible with Comcast Xfinity, so if you don’t have Comcast you’ll need to look into getting a different model as this one will likely not be able to activate. The reason for this is that the TG862R is flashed with Xfinity firmware that does not play nice with other internet service providers. If you do have Xfinity, you’re good to go to begin your activation!

  1. Plug your modem into the power supply and the Coaxial cable and allow it to sit and download any firmware updates for 1 hour before you begin activating. If you do not wait 1 hour, you are likely to have activation issues since the device will not likely have the most current firmware.
  2. After your device has been plugged in to Coax and power for the full hour, we recommend taking a picture or writing down the serial number and MAC addresses listed on the bottom sticker of your modem so that it’s easy to read them off to your provider or input them in the online activation portal.
  3. You now have the option to either call Comcast customer service to have them activate your modem for you, OR you can connect your computer to your modem (using either the WiFi or with an Ethernet cable) and perform the activation yourself using Comcast’s online Portal. If you’re just going to call Comcast (recommended), call them now. If you’re going to try to activate yourself using the online portal, continue to step 4.
  4. Plug in one end of an Ethernet cable into the back of your modem and the other end into your computer (you can also connect to your modem’s wireless if your computer does not have an Ethernet port).
  5. Next, turn on, or restart your computer if it was already powered on.
  6. Next, open a new internet browser window. We recommend using Chrome, Firefox or Safari to do this as Internet Explorer and Microsoft Edge are more prone to issues.
  7. In your new browser window, try to navigate to any website – you should automatically be redirected to Xfinity’s website and prompted to log in to your Xfinity account. Log in.
  8. Once you’re in, navigate to activate a new modem on your account. Use the picture to input the the serial number and MAC addresses into your account. If you have telephone service, you may need to activate that separately at a later time with Comcast’s customer service over the phone. This is because generally phone activation are done separately from the internet/cable side of the modem, and you may not be able to do that yourself online.

Needed Materials for Installation:

  • Arris TG862R Cable Modem
  • Power Supply Cable
  • Ethernet Cable
  • Coaxial Cable

For more in-depth description on how to activate with Comcast, head over to our article on doing a Self-Installation with Xfinity.

How to Reset Arris TG862R

Resetting your Arris TG862R is one of the easiest ways to correct almost all common technical issues that you may experience over the life of your modem. It’s a super handy tool to have in your troubleshooting repertoire and can save you hours on the phone with your provider. Here’s how it’s done:

  1. Plug your modem in to the power supply and wait 2 minutes for it to boot up fully. You’ll know it’s booted fully when the wireless lights come on.
  2. Locate the reset button on the back of the modem. It’ll be on the same side where all the ports are located. Generally reset buttons on this kind of device will just be a tiny hole that may or may not be labeled.
  3. You’ll need a flattened paperclip or pen cartridge to do this next part. Press down and hold the reset button for 30 seconds with your modem still plugged in. You should feel a small dull click when you press in the reset button with your paperclip.
  4. Now wait a few minutes for your modem to reset and reboot itself. You’ll know it’s finished and ready to use when the WiFi lights come back on.

Tip: Still not resetting? Try just holding down for 15 or 20 seconds instead of the full 30. Some firmware versions differ on the number of seconds needed for a reset.

Did we answer all your questions about the Arris TG862R Cable Modem? Let us know in the comments, or leave your own questions for our technicians to answer!

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