Arris TG862R SURFboard Wireless Telephony Gateway User Guide Manual TG862R:

User Manual: Arris TG862R TG862R: User Guide

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Safety and Regulatory Information
Getting Started
Product Overview
Installing the Gateway
- Connect the TG862R to Your Computer
- Establish an Internet Connection
Setting Up a Wireless Network Connection
Using the Gateway Web Manager
- Start the TG862R Web Manager
  - TG862R Web Manager Menu Links
- Exit the TG862R Web Manager
Configuring Your Wireless Network
Protecting & Monitoring Your Wireless Network
Managing Your Gateway and Connected Networks
Troubleshooting Tips
- Solutions
Warranty Information

SURFboard® TG862R

Wireless Telephony Gateway

For XFINITY® Customers

User Guide

February 2017

ARRIS Copyrights and Trademarks

No part of this publication may be reproduced in any form or by any means or used to make

any derivative work (such as translation, transformation, or adaptation) without written

permission from ARRIS Enterprises, LLC (“ARRIS”). ARRIS reserves the right to revise this

publication and to make changes in content from time to time without obligation on the part

of ARRIS to provide notification of such revision or change.

ARRIS, SURFboard, and the ARRIS logo are all trademarks of ARRIS Enterprises, LLC. Other

trademarks and trade names may be used in this document to refer to either the entities

claiming the marks or the names of their products. ARRIS disclaims proprietary interest in

the marks and names of others.

Wi-Fi Alliance®, Wi-Fi®, the Wi-Fi logo, the Wi-Fi CERTIFIED logo, Wi-Fi Protected Access®

(WPA), the Wi-Fi Protected Setup logo, and WMM® are registered trademarks of Wi-Fi

Alliance. Wi-Fi Protected Setup™, Wi-Fi Multimedia™, and WPA2™ are trademarks of Wi-Fi

Alliance.

ARRIS provides this guide without warranty of any kind, implied or expressed, including, but

not limited to, the implied warranties of merchantability and fitness for a particular purpose.

ARRIS may make improvements or changes in the product(s) described in this manual at any

time.

The capabilities, system requirements and/or compatibility with third-party products

described herein are subject to change without notice.

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Table of Contents

1. Safety and Regulatory Information .......................................................................... 5

Important Safety Instructions ............................................................................................ 5

FCC Statements .................................................................................................................. 7

Wireless LAN Information.................................................................................................. 9

Caring for the Environment by Recycling Your ARRIS Equipment ................................... 10

2. Getting Started ..................................................................................................... 11

Introduction ..................................................................................................................... 11

In The Box ............................................................................................................... 11

System Requirements ...................................................................................................... 12

Contact Information ........................................................................................................ 13

3. Product Overview ................................................................................................. 14

Front Panel ...................................................................................................................... 14

Wi-Fi Protected Setup™ (WPS) ............................................................................... 15

Rear Panel ........................................................................................................................ 16

Gateway Label ................................................................................................................. 18

4. Installing the Gateway .......................................................................................... 19

Connect the TG862R to Your Computer .......................................................................... 19

Establish an Internet Connection .................................................................................... 21

5. Setting Up a Wireless Network Connection ............................................................ 22

Set Up a Wireless Network Using Your Computer .......................................................... 22

Quick Connect Using the Windows Taskbar ........................................................... 22

Connect Using the Windows Control Panel ............................................................ 25

Test Your Wireless Network Connection ......................................................................... 27

Connect Your WPS-Enabled Devices ............................................................................... 27

6. Using the Gateway Web Manager ......................................................................... 28

Start the TG862R Web Manager ..................................................................................... 28

TG862R Web Manager Menu Links ........................................................................ 30

Exit the TG862R Web Manager ....................................................................................... 31

7. Configuring Your Wireless Network ....................................................................... 32

Set Up Your Wireless Network ........................................................................................ 32

Set Up WPS on Your Wireless Network ........................................................................... 35

Change Your Wireless Network Name (SSID) .................................................................. 36

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8. Protecting & Monitoring Your Wireless Network ................................................... 39

Prevent Unauthorized Access .......................................................................................... 39

Change the Default User Password ................................................................................. 39

Set Up Firewall Protection ............................................................................................... 42

Set Up Port Triggers ......................................................................................................... 45

Set Up the DMZ Host ....................................................................................................... 46

9. Managing Your Gateway and Connected Networks ............................................... 48

View the Gateway Hardware Information ...................................................................... 48

View the Gateway Software Version ............................................................................... 49

View the Gateway Network Connections ........................................................................ 49

View the XFINITY Network Connection Status ................................................................ 50

View the Network Connection Status ............................................................................. 51

Reset the TG862R Configuration Settings ....................................................................... 51

Exit the TG862R Web Manager ....................................................................................... 52

10. Troubleshooting Tips ............................................................................................. 53

Solutions .......................................................................................................................... 53

11. Warranty Information ........................................................................................... 54

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Chapter 1

Safety and Regulatory Information

Important Safety Instructions

Read This Before You Begin — When using your equipment, basic safety precautions should

always be followed to reduce the risk of fire, electric shock, and injury to persons, including

the following:

 Read all of the instructions listed here and/or in the user manual before you operate this

device. Give particular attention to all safety precautions. Retain the instructions for

future reference.

 This device must be installed and used in strict accordance with manufacturer’s

instructions, as described in the user documentation that is included with the device.

 Comply with all warning and caution statements in the instructions. Observe all warning

and caution symbols that are affixed to this device.

 To prevent fire or shock hazard, do not expose this device to rain or moisture. The device

must not be exposed to dripping or splashing. Do not place objects filled with liquids, such

as vases, on the device.

 This device was qualified under test conditions that included the use of the supplied

cables between system components. To ensure regulatory and safety compliance, use

only the provided power and interface cables and install them properly.

 Different types of cord sets may be used for connections to the main POWER supply

circuit. Use only a main line cord that complies with all applicable device safety

requirements of the country of use.

 Installation of this device must be in accordance with national wiring codes and conform

to local regulations.

 Operate this device only from the type of power source indicated on the device’s marking

label. If you are not sure of the type of power supplied to your home, consult your dealer

or local power company.

 Do not overload outlets or extension cords, as this can result in a risk of fire or electric

shock. Overloaded AC outlets, extension cords, frayed power cords, damaged or cracked

wire insulation, and broken plugs are dangerous. They may result in a shock or fire hazard.

 Route power supply cords so that they are not likely to be walked on or pinched by items

placed upon or against them. Pay particular attention to cords where they are attached to

plugs and convenience receptacles, and examine the point where they exit from the

device.

Chapter 1: Safety and Regulatory Information

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 Place this device in a location that is close enough to an electrical outlet to accommodate

the length of the power cord.

 Place the device to allow for easy access when disconnecting the power cord of the device

from the AC wall outlet.

 Do not connect the plug into an extension cord, receptacle, or other outlet unless the plug

can be fully inserted with no part of the blades exposed.

 Place this device on a stable surface.

 Avoid damaging the device with static by touching the coaxial cable when it is attached to

the earth-grounded coaxial cable-TV wall outlet.

 Always first touch the coaxial cable connector on the device when disconnecting or

reconnecting the Ethernet cable from the device or user’s PC.

 Installation of an AC surge protector in the AC outlet to which this device is connected is

recommended. This is to avoid damaging the device by local lightning strikes and other

electrical surges.

 Postpone installation until there is no risk of thunderstorm or lightning activity in the area.

 Avoid using a telephone (other than a cordless type) during an electrical storm. There is a

remote risk of electric shock from lightning. For added protection, unplug the device from

the wall outlet and disconnect the cables to avoid damage to this device from lightning

and power surges.

 Do not use this product near water. For example, near a bathtub, washbowl, kitchen sink,

laundry tub, swimming pool, or in a wet basement.

 Do not use the telephone to report a gas leak in the vicinity of the leak.

 Do not cover the device or block the airflow to the device with any other objects. Keep the

device away from excessive heat and humidity and keep the device free from vibration

and dust.

 Wipe the device with a clean, dry cloth. Never use cleaning fluid or similar chemicals. Do

not spray cleaners directly on the device or use forced air to remove dust.

 For added protection, unplug the device from the wall outlet and disconnect the cables to

avoid damage to this device during lightning activity or power surges.

CAUTION: To reduce the risk of fire, use only No. 26 AWG or larger (e.g., 24 AWG) UL

Listed or CSA Certified Telecommunication Line Cord, or national equivalent.

 Upon completion of any service or repairs to this device, ask the service technician to

perform safety checks to determine that the device is in safe operating condition.

 Do not open the device. Do not perform any servicing other than that contained in the

installation and troubleshooting instructions. Refer all servicing to qualified service

personnel.

 This device should not be used in an environment that exceeds 104° F (40° C).

SAVE THESE INSTRUCTIONS

Chapter 1: Safety and Regulatory Information

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Note to CATV System Installer — This reminder is provided to call the CATV system installer’s

attention to Section 820.93 of the National Electric Code, which provides guidelines for proper

grounding and, in particular, specifies that the Coaxial cable shield must be connected to the

grounding system of the building, as close to the point of cable entry as practical.

FCC Statements

FCC Interference Statement

This equipment has been tested and found to comply with the limits for a Class B digital

device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable

protection against harmful interference in a residential environment. This equipment

generates, uses, and can radiate radio frequency energy and, if not installed and used in

accordance with the instructions, may cause harmful interference to radio communications.

However, there is no guarantee that interference will not occur in a particular installation. If

this equipment does cause harmful interference to radio or television reception, which can be

determined by turning the device off and on, the user is encouraged to try to correct the

interference by one or more of the following measures:

 Reorient or relocate the receiving antenna.

 Increase the separation between the device and receiver.

 Connect the equipment into an outlet on a circuit different from that to which the

receiver is connected.

 Consult the dealer or an experienced radio/TV technician for help.

This device complies with Part 15 of the FCC Rules. Operation is subject to the following two

conditions: (1) This device may not cause harmful interference, and (2) This device must

accept any interference received, including interference that may cause undesired operation.

FCC Caution: Any changes or modifications not expressly approved by ARRIS could void the

user’s authority to operate the equipment.

FCC Declaration of Conformity

ARRIS Enterprises, LLC, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard

DOCSIS 3.0 Wireless Gateway-TG862R complies with 47 CFR Parts 2 and 15 of the FCC rules as

a Class B digital device.

FCC Radiation Exposure Statement

This equipment complies with FCC radiation exposure limits set forth for an uncontrolled

environment. To comply with the FCC RF exposure compliance requirements, the separation

distance between the antenna and any person’s body (including hands, wrists, feet and

ankles) must be at least 8 inches (20 centimeters).

This transmitter must not be co-located or operating in conjunction with any other antenna or

transmitter except those already approved in this filing.

Chapter 1: Safety and Regulatory Information

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The availability of some specific channels and/or operational frequency bands are country

dependent and are firmware programmed at the factory to match the intended destinations.

The firmware setting is not accessible by the end user.

Industry Canada (IC) Statement

This device complies with RSS-210 of the Industry Canada Rules. Operation is subject to the

following two conditions:

 This device may not cause interference, and

 This device must accept any interference, including interference that may cause undesired

operation of the device.

CAN ICES-3 (B)/NMB-3 (B)

In Canada, RLAN devices are restricted from using the 5600-5650 MHz frequency band.

Caution: To reduce the potential for harmful interference to co-channel mobile satellite

systems, use of the 5150-5250 MHz frequency band is restricted to indoor use only.

High power radars are allocated as primary users (meaning they have priority) of 5250-5350

MHz and 5650-5850 MHz frequency bands. These radars could cause interference and/or

damage to License Exempt–Local Area Network (LE-LAN) devices.

IC Radiation Exposure Statement

Important Note: This equipment complies with IC radiation exposure limits set forth for an

uncontrolled environment. This equipment should be installed and operated with a minimum

distance of 20 centimeters between the radiator and your body.

Avis D'Industrie Canada (IC)

Cet appareil est conforme à la réglementation RSS-210 d'Industrie Canada. Son utilisation est

assujettie aux deux conditions suivantes:

 Cet appareil ne doit pas causer d'interférences et

 Cet appareil doit accepter toute interférence reçue, y compris les interférences causant un

fonctionnement non désiré.

CAN ICES-3 (B)/NMB-3 (B)

Au Canada, les appareils de réseau local sans fil ne sont pas autorisés à utiliser les bandes de

fréquence 5600-5650 MHz.

Avertissement: afin de réduire les risques de brouillage préjudiciable aux systèmes de

satellites mobiles utilisant les mêmes canaux, les dispositifs fonctionnant dans la bande 5150-

5250 MHz sont réservés uniquement pour une utilisation à l'intérieur

Les radars à haute puissance sont définis en tant qu'utilisateurs principaux (c.-à-d. prioritaires)

des bandes de fréquences 5250-5350 MHz et 5650-5850 MHz. Ces radars peuvent causer de

l'interférence ou des dommages susceptibles de nuire aux appareils exempts de licence–

réseau local (LAN-EL).

Chapter 1: Safety and Regulatory Information

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Déclaration de IC sur L'Exposition aux Rayonnements

Note Importante: cet équipement est conforme aux limites d'exposition aux rayonnements

établies par IC pour un environnement non contrôlé. Cet équipement doit être installé et utilisé

de manière à maintenir une distance d'au moins 20 cm entre la source de rayonnement et

votre corps.

Wireless LAN Information

Note: This applies to devices that provide Wi-Fi capability.

This device is a wireless network product that uses Direct Sequence Spread Spectrum (DSSS)

and Orthogonal Frequency-Division Multiple Access (OFDMA) radio technologies. The device

is designed to be interoperable with any other wireless DSSS and OFDMA products that

comply with:

 The IEEE 802.11 Standard on Wireless LANs (Revision AC, Revision B, Revision G, and

Revision N), as defined and approved by the Institute of Electrical Electronics Engineers

 The Wireless Fidelity (Wi-Fi) certification as defined by the Wireless Ethernet Compatibility

Alliance (WECA).

Restrictions on the Use of Wireless Devices

In some situations or environments, the use of wireless devices may be restricted by the

proprietor of the building or responsible representatives of the organization. For example,

using wireless equipment in any environment where the risk of interference to other devices

or services is perceived or identified as harmful.

If you are uncertain of the applicable policy for the use of wireless equipment in a specific

organization or environment, you are encouraged to ask for authorization to use the device

prior to turning on the equipment.

The manufacturer is not responsible for any radio or television interference caused by

unauthorized modification of the devices included with this product, or the substitution or

attachment of connecting cables and equipment other than specified by the manufacturer.

Correction of the interference caused by such unauthorized modification, substitution, or

attachment is the responsibility of the user.

The manufacturer and its authorized resellers or distributors are not liable for any damage or

violation of government regulations that may arise from failing to comply with these

guidelines.

Note: The use of the 5150-5250 MHz frequency band is restricted to Indoor Use Only.

Chapter 1: Safety and Regulatory Information

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Security Warning: This device allows you to create a wireless network. Wireless network

connections may be accessible by unauthorized users. For more information on how to

protect your network, see Protecting & Monitoring Your Wireless Network (page 38) in this

guide for more information or visit the ARRIS Support website at www.arris.com/consumers.

Caring for the Environment by Recycling Your ARRIS

Equipment

Please do not dispose of this product or any included electronic accessories, i.e., power

supply or battery, with your residential or commercial waste. ARRIS devices may be

disposed of through the ARRIS Product Recycling program, further described at

corporateresponsibility.arrisi.com/phoenix.zhtml. You may also contact your local

community authorities for information regarding where you may dispose of your ARRIS

devices.

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Chapter 2

Getting Started

Introduction

The ARRIS SURFboard® TG862R is a DOCSIS 3.0® telephony cable modem and four-port

Ethernet router device with Wi-Fi and optional battery backup. It uses DOCSIS 3.0 technology

to provide ultra high-speed Internet access on your home or small business network. Using

the connection capabilities of the gateway, you can connect your computer and other

network-enabled devices via the four Ethernet ports or the 2.4 GHz Wireless connection. The

TG862R connects to the existing coaxial cable connection in your home. The TG862R also

includes a Wi-Fi® Pairing (WPS) button option for quick and easy connections for your

WPS-enabled wireless devices.

This guide provides a product overview and instructions for installing and configuring your

TG862R. It also includes instructions for setting up secure wireless network connections, and

managing your TG862R and network configurations.

In The Box

Before installing your TG862R, check that the following items are included in the box. If any

items are missing, please call ARRIS Technical Support at 1-877-466-8646 for assistance.

Table 1. TG862R Package Contents

Item

Description

Blinking

On (Solid)

TG862R Wireless

Telephony Gateway

High-speed DOCSIS 3.0 cable modem,

wireless access point, and four-port

Ethernet router

Power Cord

Power cord for an electrical wall outlet

connection

Ethernet Cable

Standard Category 5e (CAT5e) or higher

network cable

Chapter 2: Getting Started

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Item

Description

Blinking

On (Solid)

Internet/Digital

Phone Cable Kit

Contains two coaxial cables (20 feet & 3

feet), coaxial cable clips, and a two-way

coaxial cable splitter with screws

Software License &

Regulatory Card

Contains safety and regulatory information,

software license, and warranty for the

gateway.

Support

Information Card

Provides contact information for obtaining

technical support assistance with any issues

you may have with your SURFboard device.

TG862R Quick Start

Guide

Provides basic information for installing the

gateway and setting up a secure wireless

connection on your home network.

Additional Items Needed (Not Included)

The following item is not included in the box and must be purchased separately, if required:

 Ethernet cable for each additional Ethernet-enabled device

System Requirements

 High-speed Internet access account

 Web browser access – Internet Explorer, Google Chrome, Firefox, or Safari

 Compatible operating systems:

 Windows®10

 Windows 8

 Windows 7 Service Pack 1 (SP1)

Note: Although older versions of Microsoft Windows operating systems are no longer

specifically supported, they should still function with this model.

 Mac® 10.4 or higher

 UNIX®

 Linux®

Chapter 2: Getting Started

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Contact Information

For technical support and additional ARRIS product information:

 Visit the ARRIS Support website: www.arris.com/consumers

(http://www.arris.com/consumers)

 Call ARRIS Technical Support: 1-877-466-8646

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Chapter 3

Product Overview

Front Panel

Figure 1: TG862R Front View

Table 2. TG862R Front Panel LED Icons

LED Icon

Blinking

On (Solid)

Power

Not applicable – icon does not blink.

Power is properly connected.

US/DS

Scanning for upstream (send) and

downstream (receive) channel

connections.

Upstream (Send) and Downstream

(Receive) channels are connected.

Online

Scanning for an Internet connection.

Gateway is connected to the network.

Chapter 3: Product Overview

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LED Icon

Blinking

On (Solid)

WiFi

Wi-Fi enabled with encrypted or

unencrypted wireless data activity.

WPS Pairing process is underway

between the TG862R and a

WPS-enabled wireless device.

Any of the following applies:

2.4 GHz wireless connection is made

between the TG862R and another Wi-

Fi enabled wireless device on your

home network; for example,

smartphone, tablet, or laptop.

The WPS Pairing process between the

TG862R and WPS-enabled wireless

device was successful.

The WPS Pairing process either failed

or did not complete after two

minutes.

Tel 1

Telephone Line 1 is open; dialing or

call is in progress.

Telephone service for Line 1 is

connected.

Tel 2

Telephone Line 2 is open; dialing or

call is in progress.

Telephone service for Line 2 is

connected.

Battery

Not applicable – LED will not light up

if battery is not installed.

Battery is properly connected and

fully charged.

Wi-Fi Protected Setup™ (WPS)

Wi-Fi Protected Setup (WPS) is a wireless network setup option that provides a quick and easy

solution for setting up a secure wireless network connection for any WPS-enabled wireless

device; such as a computer, tablet, gaming device, or printer. WPS automatically configures

your wireless network connections and sets up wireless security. See Connect Your

WPS-Enabled Wireless Device (page 27) for more information.

Chapter 3: Product Overview

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Rear Panel

Figure 2: TG862R Rear View

Table 3. TG862R Rear Panel Ports & Connectors

Port Name

Description

Blinking

On (Solid)

Reset Button

Recessed button located on the back of your TG862R can be used to

either reboot your gateway or reset your gateway configuration

settings.

To reboot (or restart) your TG862R:

1. Insert the end of a paper clip or other small object with a narrow

tip into the Reset opening on the back of your TG862R.

2. Press and hold the indented Reset button for three to four

seconds only.

3. Remove the paper clip or small object from the Reset opening.

To reset your TG862R configuration back to the factory default

settings:

1. Insert the end of a paper clip or other small object with a narrow

tip into the Reset opening on the back of your TG862R.

2. Press and hold the Reset button for 10 seconds or until the front

panel LEDs flash.

3. Remove the paper clip or small object from the Reset opening.

Chapter 3: Product Overview

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Port Name

Description

Blinking

On (Solid)

Reset Button

(Continued)

WARNING! Resetting the gateway configuration settings to

the factory defaults will also delete your custom gateway

configuration, including your user password, wireless network

name (SSID), and other configuration settings. You should first

back up your gateway configuration files before resetting your

gateway.

USB Port

USB 2.0 port connection for your computer or other USB device.

Telephone

Line Ports

(1 & 2)

Two RJ-11 cable connector ports for telephone connections:

 VoIP connection for a single or two-line telephone

 VoIP connection for a single-line telephone

10/100/1000

Four one-gigabit Ethernet ports for RJ-45 network cable

connections:

 Yellow: LED is ON - Indicates a data transfer rate of one gigabit per

second

 Yellow: LED is Blinking - Indicates data traffic is in progress

 Amber: LED is ON - Indicates a data transfer rate of less than one

gigabit per second

 Amber: LED is Blinking - Indicates data traffic is in progress

Coaxial cable connector

Power Port

100 - 240 VAC Power connector

WARNING! To avoid any damage to your TG862R, only use the

power cord provided in the box.

Chapter 3: Product Overview

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Gateway Label

Figure 3: Sample TG862R Gateway Labels

The gateway labels are located on the rear and bottom of the TG862R. The labels contain the

gateway information that you may need when contacting your service provider or ARRIS

Technical Support (page 13).

To receive Internet service, contact your service provider for assistance. You may need to

provide the following information listed on the gateway labels:

 Gateway Model name (TG862R)

 Gateway MAC address (MAC)

 Gateway Serial number (SN)

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Chapter 4

Installing the Gateway

Caution: This product is for indoor use only. Do not route the Ethernet cable(s) outside of the

building. Exposure of the cables to lightning could create a safety hazard and damage the

product.

Connect the TG862R to Your Computer

Before installing your TG862R:

 Check with your service provider (or local cable company) to ensure broadband cable

service is available in your area.

To set up a wireless network, you will need a high-speed Internet connection provided by

an Internet service provider.

Note: When contacting your service provider, you may need your gateway

information listed on the gateway label located on the bottom of your TG862R (see

Gateway Label page 17).

 Choose a location in your home where your computer and gateway are preferably near

existing cable and electrical wall outlets.

For the best Wi-Fi coverage, a central location in your home or building is recommended.

Note: The following installation procedure covers the wired Ethernet connection

process so that you can confirm that the TG862R was properly installed and can

connect to the Internet.

Chapter 4: Installing the Gateway

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Figure 4: TG862R Connection Diagram

1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not

included).

2. Connect the other end of the coaxial cable to the Cable connector on the rear of the

TG862R.

Use your hand to tighten the connectors to avoid damaging them.

3. Connect the telephone cord of a single or two-line telephone to your telephone and then

plug the other end into the Tel 1 port on the rear of your TG862R.

Note: Use the Tel 1 port to connect a two-line telephone. Then, contact a VoIP

service provider to activate the VoIP service.

4. For a second telephone, if needed, plug the telephone cord of a single-line telephone into

the Tel 2 port on your TG862R.

5. Connect the Ethernet cable to an available Ethernet port on the rear of the TG862R.

6. Connect the other end of the Ethernet cable to the Ethernet port on your computer.

Optional: Repeat steps 3 and 4 for an additional computer or other network device that

you want to install as a wired connection on your home network.

7. Connect the power cord to the Power port on the rear of the TG862R.

8. Plug the other end of the power cord into an electrical wall outlet that is not controlled by

a wall switch.

Note: This automatically powers ON the TG862R. There may be up to a 15 second

delay for the Power LED on the TG862R front panel to light up after the power is

connected.

Chapter 4: Installing the Gateway

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Establish an Internet Connection

Although your computer may already be configured to automatically access the Internet, you

should still perform the following gateway connectivity test to verify that the devices were

connected properly.

1. Power ON the computer connected to the TG862R if it is turned off, and then log in.

2. Contact your service provider to activate (provision) the TG862R. You may have to provide

the HFC MAC ID listed on the gateway label.

Note: Your service provider may allow for automatic activation, which will

automatically launch their own special website on your computer when you open a

web browser.

3. After the TG862R is provisioned (or activated), open a web browser (such as Internet

Explorer, Google Chrome, Firefox, or Safari) on your computer.

4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter.

The ARRIS website should open. If the website fails to open, please contact your service

provider for assistance.

5. Check that the Power, Upstream/Downstream, and Online front panel LEDs on the

TG862R light up in sequential order. See Front Panel (page 14) for additional LED status

information.

 If all four LEDs did not light up solid and you also do not have an Internet connection,

you may have to contact your service provider to reactivate the TG862R or check for

signal issues.

 If you still cannot connect to the Internet, the TG862R may be defective. Please call

ARRIS Technical Support at 1-877-466-8646 for assistance.

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Chapter 5

Setting Up a Wireless Network Connection

ARRIS recommends that you first verify that your computer can connect to the Internet using

a wired Ethernet connection before configuring your wireless network.

You must currently have access to an Internet service in your home before you can set up a

wireless network connection. If you do not have Internet service already set up in your home,

contact a service provider of your choice for assistance. Before proceeding, make sure your

computer and the TG862R are connected through an Ethernet connection.

Set Up a Wireless Network Using Your Computer

Choose one of the following options to set up a wireless network connection on your home

network:

 Quick Connect Using the Windows Taskbar

 Connect Using the Windows Control Panel

Note: The steps for setting up a wireless network may differ slightly depending on the version

of the Microsoft Windows operating system running on your computer. The steps used in this

section apply to Windows 7 systems.

Quick Connect Using the Windows Taskbar

1. From the Windows taskbar on your computer, click the Wireless Link icon (see Figure 5) to

open the list of available wireless networks (see Figure 6).

Figure 5: Windows Taskbar Icons

Note: If the Wireless Link icon is not visible, left-click on the Show hidden icons

button on the Windows taskbar to open the list of additional icons.

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Figure 6: Sample Available Wireless Networks Window

2. Locate and left-click on the TG862R wireless network name or SSID (for example,

HOME-####) for your TG862R from the list of available wireless networks.

The default SSID is located on the gateway label on the bottom of your TG862R.

Note: You must use the default SSID listed on the gateway label when installing the

gateway and setting up your first wireless network connection. You can change the

SSID after your network connections are up and running. See Change Your Wireless

Network Name (SSID) (page 46) for more information.

Figure 7: Sample Wireless Network Connection Screen

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3. Select Connect automatically to set up your wireless devices to automatically connect to

your wireless network without having to log on using a user password.

4. Click Connect to open the Connect to a Network window and set up your new network

password.

Figure 8: Network Connection Window

5. Enter the Network Security Key (your wireless network password) in the field.

Note: You can use the default Wi-Fi Security Key code listed on the TG862R Gateway

label or enter your own personal wireless network password. See Prevent

Unauthorized Access (page 40) for more information on creating user passwords.

If you have already changed your wireless network password using the TG862R Web

Manager, enter that password in the Security key field.

Figure 9: Network Connection-Create Network Password Window

6. Select Hide characters and then click OK to encrypt your network password.

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Connect Using the Windows Control Panel

1. From the Windows taskbar on your computer, click Start button and then click Control

Panel.

2. Click Network and Sharing Center to open the Network and Sharing Center window.

Figure 10: Control Panel-Network and Sharing Center Window

3. Click Manage wireless networks under Control Panel Home side panel to open the

Manage Wireless Networks window.

4. Click Add to open the Manually Connect to a Wireless Network window.

Figure 11: Manually Connect to a Wireless Network Window

5. Click Manually create a network profile to open another Manually Connect to a Wireless

Network window.

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Figure 12: Manually Connect to a Wireless Network Window

6. Enter the TG862R wireless network name or SSID (HOME-####) for your TG862R in the

Network name field.

The default SSID is listed on the gateway label on the bottom of your TG862R.

Note: You have the option to change your wireless network name or SSID after

setting up your wireless network connection. However, you must use the default SSID

listed on the gateway label after installing your gateway. See Change Your Wireless

Network Name (SSID) (page 36) for more information.

7. Select the wireless Security level for your wireless network from the Security type drop-

down list.

Note: WPA2-Personal is the recommended wireless security level for your wireless

home network. It is the default security level for the TG862R and is also the highest

security level available.

8. Select the password encryption type from the Encryption type drop-down list.

This is used for securing your wireless network.

 TKIP – Temporal Key Integrity Protocol

 AES – Advanced Encryption Standard (recommended). AES is the default encryption

type for the TG862R.

9. Enter a security code (passphrase) for your wireless network password in the Security Key

field.

You can use the default WI-FI SECURITY KEY listed on the TG862R gateway label or create

your own personal network password.

Note: Remember to use a unique combination of letters, numbers, and special

characters to create a more secure password. See Prevent Unauthorized Access

(page 38) for more information.

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10. Select Hide characters checkbox to prevent your Security Key (network password) from

displaying in the field.

11. Select Start this connection automatically so that your wireless devices will automatically

connect to your wireless network when they are powered on.

12. Click Next to complete the wireless network setup.

The Successfully added <Network name> message for your new wireless network should

appear.

13. Click Close to exit.

Test Your Wireless Network Connection

Perform the following connectivity test to check that wireless connections were established

for the TG862R and the other wireless devices on your home network:

1. Check if your wireless devices successfully connected to your wireless network, then

disconnect the Ethernet cable, if connected, from your computer and the TG862R.

2. Check that the Wireless LED on the TG862R front panel is lit SOLID green.

3. Open a web browser on your computer, such as Internet Explorer, Google Chrome,

Firefox, or Safari.

4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter.

If the website failed to open, please contact your service provider or call ARRIS Technical

Support at 1-877-466-8646 for assistance.

Connect Your WPS-Enabled Devices

You can use either the Wi-Fi Protected Setup (WPS) Push Button or WPS Pin Number option

on the TG862R to connect your WPS-enabled wireless devices to your wireless network. WPS

assigns a random wireless network name (SSID) and Wi-Fi Security Key (network password) to

the TG862R and your other WPS-enabled wireless devices to connect them to your wireless

network. See Set Up WPS on Your Wireless Network (page 35) for more information on setting

up WPS and connecting your WPS-enabled devices to your wireless network.

Note: To use the WPS Push Button option, your computer hardware must support WPS and

also have WPA security compatibility.

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Chapter 6

Using the Gateway Web Manager

Use the TG862R Web Manager to view and monitor the network configuration settings and

operational status of your TG862R. You can also configure your network connections and

wireless security settings. See Protecting & Monitoring Your Wireless Network (page 39) or

more information.

Note: If you did not purchase your wireless gateway from a retail store, you may notice a few

blocked configuration settings in the TG862R Web Manager that cannot be modified. This may

be due to some restrictions set up by your service provider to prevent unauthorized changes to

certain configuration parameters.

Start the TG862R Web Manager

Note: You must use the default user name and password (see step 3 below) if you are logging

on to the TG862R Web Manager for the first time. For network security purposes, ARRIS

recommends that you change the default user name and password after setting up your

wireless network. See Change the Default User Password (page 39) for more information.

1. Open a web browser (such as Internet Explorer, Google Chrome, Firefox, or Safari) on the

computer connected to the TG862R.

2. Type the default LAN IP address, 10.0.0.1, in the Address bar and then press Enter to log

onto the TG862R.

The Gateway Login screen displays.

Figure 13: TG862R Login Screen

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3. Type the following default user name and password. Both entries are case-sensitive.

 Username: admin

 Password: password

Note: You must enter the default user name and password if you are logging in to

the TG862R Web Manager for the first time.

Figure 14: TG862R Login Screen

4. Click LOGIN to open the TG862R Web Manager.

The Gateway > At a Glance screen displays.

Figure 15: TG862R Opening Screen

Note: If the default user name and password are not working, your service provider

may have to set up alternate login credentials. Please contact your service provider

or ARRIS Technical Support (page 13).

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Note: ARRIS recommends that you change the default password for network security

purposes. You can use the TG862R Web Manager (see Change the Default User

Password (page 39) for more information).

TG862R Web Manager Menu Links

The TG862R menu links are displayed along the left side of the TG862R Web Manager screen.

Figure 16: TG862R Web Manager Menu Links

Table 4. TG862R Web Manager Menu Links

Menu Link

Function

Gateway

Displays a summary of your network connections and a list of the

connected devices on your home network.

At a Glance

Provides a list of your home network connections and connected

devices.

Connection

Displays the network connection status for your local IP network,

private Wi-Fi network, and XFINITY network.

Firewall

Configures the gateway firewall settings to protect your home

network from possible attacks from hackers or viruses.

Software

Displays information related to the gateway software version.

Hardware

Displays status information for the gateway hardware, such as the

battery status, Ethernet connection(s), and Wi-Fi connections.

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Menu Link

Function

Wizard

Allows you to configure the default network settings on the

gateway to set up a secure home network.

Connected

Devices

Provides general information for the connected devices on your

home network.

Parental Control

Allows you to set up specific restrictions to manage and control

usage for specific users and network devices on your home

network.

Advanced

Allows you to set up Port Forwarding, Port Triggering, Remote

Management for troubleshooting or maintenance purposes, the

DMZ Host, and manage the UPnP network on your home

network.

Troubleshooting

Provides several options to help you resolve certain problems that

may occur with your gateway.

Exit the TG862R Web Manager

To log out and close the TG862R Web Manager:

 Click Logout link located at the top of the TG862R Web Manager screen.

Figure 17: TG862R Web Manager Logout Link

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Chapter 7

Configuring Your Wireless Network

The TG862R supports a secure method for setting up multiple wireless access points on your

home network.

Set Up Your Wireless Network

1. From any TG862R Web Manager screen, .click the Gateway menu link and then click the

Connection submenu options link.

2. Click Wi-Fi under the Connection submenu options to open the Gateway Connection Wi-Fi

screen.

Figure 18: TG862R Connection Wi-Fi Screen

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3. Click the EDIT button in the Private Wi-Fi Network section.

Figure 19: TG862R Connection Wi-Fi Edit Screen

4. Click Enable or Disable in the Wireless Network field to turn ON or OFF wireless

networking on your home network.

5. Do one of the following to set the network name or SSID (Service Set Identifier) for your

wireless network in the Network Name (SSID) field:

 Keep the default network name listed in the network name field (also listed on the

gateway label).

 Enter a new network name for your wireless network.

The wireless network name cannot be the same name as any other SSID on your home

network. You can use any combination of letters (lowercase and uppercase), numbers,

and/or special characters (symbols) up to a maximum of 32 characters.

6. Select the wireless networking mode in the Mode drop-down list:

 802.11 g/n

 802.11 b/g/n

7. Select one of the following wireless network security options for your wireless gateway

from the Security Mode drop-down list:

 WPA/WPA2-PSK (TKIP/AES) (recommended): Wi-Fi Protected Access version 2 with

Pre-Shared Key (most compatible)

 WPA2-PSK (AES): Wi-Fi Protected Access version 2 with Pre-Shared Key

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 WEP (64) (poor security): Wired Equivalent Privacy. This is only applicable for legacy

Wi-Fi devices. Using this option will impact your Wi-Fi performance. Only select this

option if you have a very old Wi-Fi device and if it does not support the WPA or WPA2

option.

 WEP (128) (poor security): Wired Equivalent Privacy. This is only applicable for legacy

Wi-Fi devices. Using this option will impact your Wi-Fi performance. Only select this

option if you have a very old Wi-Fi device and if it does not support the WPA or WPA2

option.

 Open (risky; not secure; not recommended): This network security option does not

provide any level of network security for your wireless network. It allows outside users

to connect to your Wi-Fi network without having to use a Wi-Fi Security Key (network

password).

8. Select Manual in the Channel Selection field to change the wireless channel number on

your TG862R.

The Automatic selection uses the default wireless channel number listed in the Channel

field.

9. Select a wireless channel number (1 thru 11) from the Channel drop-down list to improve

network connectivity or signal strength on your home network.

Note: For 2.4 GHz Wi-Fi networks, it is recommended to use Channel 1, 6, or 11. In

the Wi-Fi spectrum, there are multiple channels that overlap and thus degrade

wireless network performance. Channels 1, 6, and 11 are used for better network

performance and stability because they do not overlap.

10. Enter your wireless network password in the Network Password field.

You can use any combination of letters, numbers, and/or special characters.

11. Select the Show Network Password checkbox to display your new network password.

12. Select the Enabled checkbox in the Broadcast Network Name (SSID) field to display your

SSID as an available wireless network to outside users.

- or -

Deselect the Enabled checkbox in the Broadcast Network Name (SSID) checkbox to

disable displaying your SSID as an available wireless network to outside users.

Note: When Broadcast Network Name (SSID) is enabled, your SSID is visible and also

available to unauthorized wireless clients that are within range to connect to your

home network.

13. Click SAVE SETTINGS, when you are finished.

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Set Up WPS on Your Wireless Network

You can set up either the Wi-Fi Protected Setup (WPS) Push Button or WPS Pin option on the

TG862R to connect your WPS-enabled devices to your home network.

1. From any TG862R Web Manager screen, click the Gateway menu link and then click the

Connection submenu options link.

2. Click Wi-Fi under the Connection submenu options to open the Gateway Connection Wi-Fi

screen.

Figure 20: TG862R Connection Wi-Fi Screen

3. Click the ADD WI-FI PROTECTED SETUP (WPS) CLIENT button to open the Add Wi-Fi Client

(WPS) screen.

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Figure 21: TG862R Add Wi-Fi Client (WPS) Screen

4. Click Enable in the Wi-Fi Protected Setup (WPS) field to turn ON WPS wireless networking

on your home network.

- or -

Click Disable in the Wi-Fi Protected Setup (WPS) field to turn OFF WPS wireless

networking on your home network.

5. Click Enable in the WPS Pin Method field to turn ON the WPS Pin option.

6. Select Push Button or Pin Number from the Connection Options drop-down list to set the

WPS Pairing method for connecting your WPS-enabled devices.

- or -

Click Disable WPS wireless networking on your home network.

7. For WPS Pin connections, enter the WPS Pin number (see AP PIN field) in the field

prompted on your WPS device screen.

For WPS Push button connections, press and hold the WPS button on your WPS device for

five or more seconds and then release.

8. Click PAIR button on the TG862R to connect your WPS-enabled wireless devices.

Change Your Wireless Network Name (SSID)

The SSID (Service Set Identification) is the wireless network name assigned to your TG862R

wireless network. The default SSID (listed on the gateway label) is automatically populated in

the network configuration screens. A list of available wireless networks (SSIDs) in close

proximity of your home (for example, neighbors or local businesses) will display when you or

someone else in your home attempt to establish a wireless network connection. For security

purposes and quick recognition of your wireless network, ARRIS recommends that you change

the default SSID. You should also consider changing the default wireless password or

passphrase (see Prevent Unauthorized Access (page 37) Apply for more information).

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Note: When you change the SSID, any wireless devices that are already connected to

your wireless network will be disconnected from the network. The wireless devices will

have to be reconnected to the wireless network using the new SSID.

Do the following to change your wireless network name (SSID):

1. From any TG862R Web Manager screen, click the Gateway menu link and then click the

Connection submenu options link.

2. Click Wi-Fi under the Connection menu options to open the Gateway Connection Wi-Fi

screen.

Figure 22: TG862R Connection Wi-Fi Screen

3. Click the EDIT button in the Private Wi-Fi Network section.

4. Click Enable in the Wireless Network field to turn ON wireless networking on your home

network.

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Figure 23: TG862R Connection Wi-Fi Edit 2.4 GHz Screen

5. Delete the default or current network name in the Network Name (SSID) field.

6. Enter a new name for your wireless network.

The wireless network name cannot be the same as any other SSIDs on your home

network. You can use any combination of letters (lowercase and uppercase) and numbers

up to a maximum of 32 characters.

7. Click SAVE SETTINGS, when you are finished.

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Chapter 8

Protecting & Monitoring Your Wireless Network

After you have successfully connected the TG862R and your wireless devices, you should

configure the TG862R to protect your wireless network from unwanted and unauthorized

access by any wireless network devices that are within range of your wireless network.

Although network security for the TG862R is already configured, you can use the TG862R Web

Manager to set the level of security and access that you want to allow on your wireless

network.

Prevent Unauthorized Access

Caution: To prevent unauthorized access and configuration to your wireless network, ARRIS

recommends that you immediately change the default password after connecting to the

Internet and logging on to the TG862R for the first time.

One of the most important recommendations for securing your wireless home network is to

change the default user password on your TG862R and other wireless devices as well. Default

passwords are commonly used and shared on the Internet.

To ensure that your wireless home network is secure, ARRIS recommends that you follow

these best practices for user passwords:

 Always create a secure password or pass phrase that is not easily guessed.

 Use phrases instead of names so that it may be easier for you to remember.

 Use a combination of upper and lowercase letters, numbers, and symbols.

 Continue to change your administrator password on a regular basis.

Note: If your service provider supplied the TG862R, you may not have the necessary user

privileges to change the log in user name.

Change the Default User Password

To change the default user password:

1. Open a web browser (such as Internet Explorer, Google Chrome, Firefox, or Safari) on the

computer connected to the TG862R.

2. Type the default LAN IP address, 10.0.0.1, in the Address bar and then press Enter to log

onto the TG862R.

The TG862R Login screen displays.

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Figure 24: TG862R Login Screen

3. Type the following default user name and password.

Both entries are case-sensitive.

Username: admin

Password: password

Figure 25: TG862R Login Screen

4. Click LOGIN to open the TG862R Web Manager.

The Gateway At a Glance screen displays.

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Figure 26: TG862R Opening Screen

5. Choose one of the following to open the Change Password screen:

 Click the Change Password link located in the upper right corner of the TG862R Web

Manager screen.

 Click the Troubleshooting menu link and then click Change Password

Figure 27: TG862R Change Password Screen

6. Enter your current password in the Current Password field.

7. Enter a new password in the New Password field.

See note on the following page for specific information.

8. Repeat the new password in the Re-enter New Password field.

9. Select the Show Typed Password checkbox to confirm that the new passwords match.

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Note: Remember that passwords are case-sensitive and that you can use any

combination of letters and numbers only. Special characters and spaces are not

acceptable.

 Letters: A through Z (uppercase and lowercase)

 Numbers: 0 to 9

10. Click SAVE to update your password.

11. Find a secure place to write down and keep your new password.

Set Up Firewall Protection

You can set up firewall filters and firewall alert notifications on your wireless network. You can

also block Java Applets, Cookies, ActiveX controls, popup windows, Proxies, and website

access.

To set the firewall protection level:

1. From any TG862R Web Manager screen, click the Gateway menu link on the TG862R Web

Manager screen.

2. Click Firewall from the Gateway submenu options list and then click IPv4 or IPv6 to display

the Gateway Firewall Security Levels Screen.

Figure 28: Firewall IPv4 Available Security Levels Screen

Figure 29: Firewall IPv6 Available Security Levels Screen

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 Low - Common security, higher risk

Figure 30: Firewall IPv4 Security Level – Low Screen

 Medium – Safer configuration, medium risk

Figure 31: Firewall IPv4 Security Level – Medium Screen

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 High – Safest configuration, highest security

Figure 32: Firewall IPv4 Security Level – High Screen

 Custom Security

Figure 33: Firewall IPv4 Security Level – Custom Screen

3. Select the security level that you want to set for your gateway firewall.

4. Click SAVE SETTINGS, when you are finished.

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Set Up Port Triggers

You can use Port Triggers to configure dynamic triggers to specific devices on your LAN. This

allows special applications that require specific port numbers with bi-directional traffic to

function properly. Applications such as video conferencing, voice, gaming, and some

messaging program features may require these special settings.

To configure Port Triggers:

1. From any TG862R Web Manager screen, click the Advanced menu link on the TG862R

Web Manager screen.

2. Click Port Triggering from the Advanced submenu options list to display the Port

Triggering Configuration screen.

3. Click the Enable button.

Figure 34: Advanced Port Triggering Screen

4. Click +ADD PORT TRIGGER button to open the Add Port Trigger screen.

Figure 35: Add Port Triggers Screen

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5. Enter a name or description for the Port Trigger in the Service Name field.

6. Select TCP/UDP, TCP, or UDP for the Port Trigger from the Service Type drop-down list.

7. Enter the starting port number in the Trigger Port From field.

8. Enter the ending port number in the Trigger Port To field.

9. Enter the starting port number in the Target Port From field.

10. Enter the ending port number in the Target To field.

11. Click SAVE to create your port triggers.

12. Repeat steps 3 thru 8 to create additional port triggers.

Set Up the DMZ Host

WARNING! The gaming DMZ host is not protected by the TG862R firewall. It is exposed to the

Internet and thus vulnerable to attacks or hacking from any computer on the Internet.

Consider carefully before configuring a device to be in the DMZ.

You can configure one computer on your home network to be the DMZ Host. That computer

will operate outside of the TG862R firewall and allow remote access from the Internet to your

computer, gaming device, or other IP-enabled device. The DMZ Host feature will only allow

outside users to have direct access to the designated DMZ Host device and not your home

network.

To create the DMZ Host:

1. From any TG862R Web Manager screen, click the Advanced menu link on the TG862R

Web Manager screen.

2. Click DMZ from the Advanced submenu links list to display the DMZ screen.

Figure 36: Advanced DMZ Host Screen

3. Click the Enable DMZ button to set up the DMZ Host on your home network.

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4. Enter the last one to three digits (from 2 to 254) of the IP address of the computer or

gaming device that you are setting up as the DMZ host.

5. Click SAVE, when you are finished.

Note: Remember to reset the IP address back to 0 (zero) to close all the ports when you

are finished with the needed application. If you do not reset the IP address, that

computer will be exposed to the public Internet.

Note: To disable the DMZ Host, click the Disable DMZ button and then click SAVE.

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Chapter 9

Managing Your Gateway and Connected Networks

Use the TG862R Web Manager to view and monitor the network configuration settings and

operational status of your TG862R. You can also configure your network connections and

wireless security settings. See Protecting & Monitoring Your Wireless Network (page 39) for

more information.

View the Gateway Hardware Information

To open the Gateway Hardware screen:

1. From any TG862R Web Manager screen, click the Gateway menu link.

2. Click Hardware from the Gateway submenu links and then click System Hardware from

the Hardware submenu options to display the Gateway System Hardware screen.

Figure 37: TG862R Hardware Information Screen

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View the Gateway Software Version

To open the Gateway Software screen:

1. From any TG862R Web Manager screen, click the Gateway menu link.

2. Click Software from the Gateway submenu links list to display the Gateway Software

screen.

Figure 38: TG862R Software Version Screen

View the Gateway Network Connections

To open the Gateway Network Connections screen:

1. From any TG862R Web Manager screen, click the Gateway menu link.

2. Click At a Glance from the Gateway submenu links list to display the Gateway Network

Connections screen.

Figure 39: TG862R Network Connections Screen

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View the XFINITY Network Connection Status

1. From any TG862R Web Manager screen, click the Gateway menu link.

2. Click Connection from the Gateway submenu links and then click XFINITY Network from

the Connection submenu options to display the XFINITY Network Connection Status

screen.

Figure 40: TG862R Network Connection Status Screen

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View the Network Connection Status

1. From any TG862R Web Manager screen, click the Gateway menu link.

2. Click Connection from the Gateway submenu links and then click Status from the

Connection submenu options to display the Network Connection Status screen.

Figure 41: TG862R Connection Status Screen

Reset the TG862R Configuration Settings

WARNING! The Reset process will also delete any custom TG862R configurations you may

have already created. ARRIS recommends that you create a backup copy of your configuration

before resetting the TG862R.

From the TG862R Web Manager, do the following to open the Reset/Restore Gateway screen:

1. From any TG862R Web Manager screen, click the Troubleshooting menu link.

2. Click Reset/Restore Gateway from the Troubleshooting submenu links.

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Figure 42: TG862R Reset Configuration Settings Screen

3. Click RESET WI-FI ROUTER located in the Reset / Restore Gateway table.

The message, Are you sure you want to Reset the Wi-Fi Gateway? will display.

4. Click OK.

The TG862R will reboot.

5. Log back in using the default user name and password.

 Username: admin

 Password: password

Exit the TG862R Web Manager

To log out and close the TG862R Web Manager:

 Click Logout link located at the top of the TG862R Web Manager screen.

Figure 43: TG862R Web Manager Logout Link

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Chapter 10

Troubleshooting Tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your problem,

please contact your service provider for assistance.

You may have to reset the TG862R gateway configuration to its original factory settings if the

gateway is not functioning properly.

Solutions

Table 5. Troubleshooting Solutions

Gateway Problem

Possible Solution

Power LED Icon is OFF

 Check the power connection on the gateway and to the electrical

outlet.

 Check that the electrical outlet is working. Is the outlet controlled

by a light switch?

If so, unplug the gateway power cord and connect it to another

electrical outlet that is not controlled by a wall switch.

Cannot Send or

Receive Data

 Check each end of the coaxial cable connection on the gateway

and cable wall outlet. Use your hand to tighten each connector, if

necessary.

 Check the Ethernet cable to make sure it is properly connected to

the gateway and computer.

 If you have cable television service, check your television to ensure

your cable service is operating properly.

 If none of the above solutions resolves the problem, contact your

service provider or call ARRIS Technical Support at

1-877-466-8646 for assistance.

Cannot Access the

Internet

 Check that all cable and power connections on your gateway and

computer are properly connected.

 Check that the Power, Online, and WiFi LED icons on the front

panel are lit up solid.

 Contact your service provider for assistance.

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

Chapter 11

Warranty Information

SURFboard TG862R Wireless Telephony Gateway

ARRIS Enterprises, LLC ("ARRIS")

Retail Purchasers: If you purchased this Product directly from ARRIS or from an authorized

ARRIS retail reseller, ARRIS warrants to you, the original end user customer, that (A) the

Product, excluding Software, will be free from defects in materials and workmanship under

normal use, and (B) with respect to Software, (i) the media on which the Software is provided

will be free from defects in material and workmanship under normal use, and (ii) the Software

will perform substantially as described in its documentation. This Limited Warranty to you, the

original end user customer, continues (A) for Software and the media upon which it is

provided, for a period of ninety (90) days from the date of purchase from ARRIS or an

authorized ARRIS reseller, and (B) for the Product (excluding Software), for a period of two (2)

years from the date of purchase from ARRIS or from an authorized ARRIS reseller. To take

advantage of this Limited Warranty or to obtain technical support, you must call the ARRIS

toll-free telephone number 1-877-466-8646. Technical support charges may apply. ARRIS’ sole

and exclusive obligation under this Limited Warranty for retail sales shall be to repair or

replace any Product or Software that does not meet this Limited Warranty. All warranty claims

must be made within the applicable Warranty Period.

Cable Operator or Service Provider Arrangements. If you did not purchase this Product

directly from ARRIS or from a ARRIS authorized retail reseller, ARRIS does not warrant this

Product to you, the end-user. A limited warranty for this Product (including Software) may

have been provided to your cable operator or Internet Service Provider ("Service Provider")

from whom you obtained the Product. Please contact your Service Provider if you experience

problems with this Product.

General Information. The warranties described in this Section shall not apply: (i) to any

Product subjected to accident, misuse, neglect, alteration, Acts of God, improper handling,

improper transport, improper storage, improper use or application, improper installation,

improper testing or unauthorized repair; or (ii) to cosmetic problems or defects which result

from normal wear and tear under ordinary use, and do not affect the performance or use of

the Product. ARRIS’ warranties apply only to a Product that is manufactured by ARRIS and

identified by ARRIS owned trademark, trade name or product identification logos affixed to

the Product. ARRIS does not warrant to you, the end user, or to anyone else that the Software

will perform error free or without bugs.

Chapter 11: Warranty Information

PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide

ARRIS IS NOT RESPONSIBLE FOR, AND PROVIDES "AS IS" ANY SOFTWARE SUPPLIED BY 3RD

PARTIES. EXCEPT AS EXPRESSLY STATED IN THIS SECTION ("WARRANTY INFORMATION"),

THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT, EXPRESS, IMPLIED OR

STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY,

FITNESS FOR A PARTICULAR PURPOSE, OR THE WARRANTY AGAINST INFRINGEMENT

PROVIDED IN THE UNIFORM COMMERCIAL CODE. Some states do not allow for the exclusion

of implied warranties, so the above exclusion may not apply to you.

What additional provisions should I be aware of? Because it is impossible for ARRIS to know

the purposes for which you acquired this Product or the uses to which you will put this

Product, you assume full responsibility for the selection of the Product for its installation and

use. While every reasonable effort has been made to insure that you will receive a Product

that you can use and enjoy, ARRIS does not warrant that the functions of the Product will

meet your requirements or that the operation of the Product will be uninterrupted or error-

free.

ARRIS IS NOT RESPONSIBLE FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF

THE PRODUCT WITH ANY OTHER SOFTWARE OR HARDWARE. ALL WARRANTIES ARE VOID IF

THE PRODUCT IS OPENED, ALTERED, AND/OR DAMAGED.

THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have

arising out of or in connection with this Product, whether made or suffered by you or another

person and whether based in contract or tort.

IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT,

INDIRECT, GENERAL, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR OTHER

DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT (INCLUDING,

WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION,

LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS), OR FROM ANY BREACH OF

WARRANTY, EVEN IF ARRIS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO

CASE SHALL ARRIS’ LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.

These matters are governed by the laws of the State of Georgia of the United States of

America, without regard to conflict of laws principles and excluding the provisions of the

United Nations Convention on Contracts for the International Sale of Goods and the Uniform

Computers Information Transactions Act.

Retail Purchasers Only. If you purchased this Product directly from ARRIS or from an ARRIS

authorized retail reseller, please call the ARRIS toll-free phone number, 1-877-466-8646 for

warranty service or technical support. Technical support charges may apply. For online

technical support, please visit www.arris.com/consumers.

Cable Operator or Service Provider Arrangements. If you did not purchase this Product

directly from ARRIS or from an ARRIS authorized retail reseller, please contact your Service

Provider for technical support.

Corporate Headquarters

ARRIS · Suwanee · Georgia · 30024 · USA

T: 1-678-473-2000 F: 1-678-473-8470

www.arris.com

Arris TG862R SURFboard Wireless Telephony Gateway User Guide Manual TG862R:

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