Arris SURFboard TG862R User Manual
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Arris SURFboard TG862R User Manual

Wireless telephony gateway
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SURFboard® TG862R
Wireless Telephony Gateway
®
For XFINITY
User Guide
February 2017
Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.
Customers

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Summary of Contents for Arris SURFboard TG862R

  • Page 1 SURFboard® TG862R Wireless Telephony Gateway ® For XFINITY Customers User Guide February 2017 Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.
  • Page 2 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.

  • Page 3: Table Of Contents

    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 Getting Started ..................... 11 Introduction ........................11 In The Box ....................... 11 System Requirements ......................
  • Page 4 Reset the TG862R Configuration Settings ............... 51 Exit the TG862R Web Manager ..................52 Troubleshooting Tips ..................... 53 Solutions .......................... 53 Warranty Information ................... 54 PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 5: Safety And Regulatory Information

    Pay particular attention to cords where they are attached to plugs and convenience receptacles, and examine the point where they exit from the device. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 6 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 PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 7: Fcc Statements

    (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.
  • Page 8 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). PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 9: Wireless Lan Information

    Note: The use of the 5150-5250 MHz frequency band is restricted to Indoor Use Only. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 10: Caring For The Environment By Recycling Your Arris Equipment

    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.

  • Page 11: Getting Started

    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.

  • Page 12: System Requirements

    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® PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 13: Contact Information

    Chapter 2: Getting Started 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 Copyright 2017 ARRIS Enterprises, LLC. All rights...

  • Page 14: Product Overview

    Upstream (Send) and Downstream downstream (receive) channel (Receive) channels are connected. connections. Online Scanning for an Internet connection. Gateway is connected to the network. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 15: Wi-Fi Protected Setup™ (Wps)

    WPS automatically configures your wireless network connections and sets up wireless security. See Connect Your WPS-Enabled Wireless Device (page 27) for more information. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 16: Rear Panel

    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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 17 100 - 240 VAC Power connector WARNING! To avoid any damage to your TG862R, only use the power cord provided in the box. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 18: Gateway Label

    Gateway Model name (TG862R)  Gateway MAC address (MAC)  Gateway Serial number (SN)  PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 19: Installing The Gateway

    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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 20 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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 21: Establish An Internet Connection

    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.

  • Page 22: Setting Up A Wireless Network Connection

    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.
  • Page 23 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 PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 24 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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 25: Connect Using The Windows Control Panel

    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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
  • Page 26 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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 27: Test Your Wireless Network Connection

    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.

  • Page 28: Using The Gateway 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.
  • Page 29 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 ARRIS Technical Support (page 13). PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 30: Tg862R Web Manager Menu Links

    Chapter 6: Using the Gateway Web Manager 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.

  • Page 31: 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 PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 32: Configuring Your Wireless Network

    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 PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.
  • Page 33 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 PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.
  • Page 34 13. Click SAVE SETTINGS, when you are finished. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 35: Set Up Wps On Your Wireless Network

    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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 36: Change Your Wireless Network Name (Ssid)

    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...
  • Page 37 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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.
  • Page 38 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. PN 365-095-31608 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

  • Page 39: Protecting & Monitoring Your Wireless Network

    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.
  • Page 40 Password: password Figure 25: TG862R Login Screen 4. Click LOGIN to open the TG862R Web Manager. The Gateway At a Glance screen displays. PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 41 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. PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 42: Set Up Firewall Protection

    Gateway Firewall Security Levels Screen. Figure 28: Firewall IPv4 Available Security Levels Screen Figure 29: Firewall IPv6 Available Security Levels Screen PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 43 Figure 30: Firewall IPv4 Security Level – Low Screen  Medium – Safer configuration, medium risk Figure 31: Firewall IPv4 Security Level – Medium Screen PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 44 3. Select the security level that you want to set for your gateway firewall. 4. Click SAVE SETTINGS, when you are finished. PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 45: Set Up Port Triggers

    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 PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 46: Set Up The Dmz Host

    Figure 36: Advanced DMZ Host Screen 3. Click the Enable DMZ button to set up the DMZ Host on your home network. PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
  • Page 47 Internet. Note: To disable the DMZ Host, click the Disable DMZ button and then click SAVE. PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 48: Managing Your Gateway And Connected Networks

    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 PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 49: View The Gateway Software Version

    2. Click At a Glance from the Gateway submenu links list to display the Gateway Network Connections screen. Figure 39: TG862R Network Connections Screen PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 50: View The Xfinity Network Connection Status

    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 PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 51: View The Network Connection Status

    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.

  • Page 52: 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 PN 365-095-30452 x.1 SURFboard TG862R Wireless Telephony Gateway User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 53: Troubleshooting Tips

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

  • Page 54: Warranty Information

    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.
  • Page 55 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.
  • Page 56 Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA T: 1-678-473-2000 F: 1-678-473-8470 www.arris.com...

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