Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,707,920

members

57

online now

1,871,788

discussions

Back to Top

Connection issues Arris TG862 and Netgear WNDR3700

Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Message 1 of 12
7,295 Views

Hi,

 

Comcast recently upgraded my internet/telephone modem from an old RCA unit to the new Arris unit. I have having constant connection issues between the Arris modem and my Netgear router. The problem is that all internet connections work but after about 5 min of use the connection to the router goes completely dead and no packet info is getting passed through. I have hard reset both the modem and router multiple times and the problem is still ongoing. FYI the modem has been set to bridge mode and is connected to port 1. The weird thing is that if I disconnect my router from the modem and have only one direct connection from the modem to my computer everthing works fine. Is there somthing wrong with my router that I am missing? Everything used to work fine with my old RCA unit until i received this Arris unit. 

 

Thanks!

11 REPLIES
Posted by
Problem Solver

Message 2 of 12
7,264 Views

Your old RCA (Thompson) eMTA was just a voice/internet modem, the TG862 is an eMTA wireless gateway, incorporating router functionality.

 

Simply put, you are running 2 routers together...never a good idea!

 

Easy to fix.  Call Comcast support and have them put your TG862 into "bridge" mode, which will turn off the router functionality, and you should be fine.

Posted by
Connection Expert

Message 3 of 12
7,253 Views

Use this number to reach the right hassle free people for the job; 1-800-363-2416. Best to call during regular business hours.

 




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
New Poster
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 4 of 12
7,114 Views

My friend forget about everything other people are saying. The solution for your problem is the following:

 

1-login into your router and go to connection + wify and change the channel to channel 10.

 

You have a good modem is just an small default configuration error.

 

Good Luck!

 

 

Posted by
Connection Expert

Message 5 of 12
7,112 Views

Exactly how will that work ?




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Message 6 of 12
7,106 Views

Thanks for the help everyone but I just got fed up with the connection issues. Since I did not need the router function I exchanged it for a standard phone/internet modem from Arris. Works perfect, no more problems!

Posted by
Problem Solver

Message 7 of 12
7,099 Views

Yep, same idea if you had bridged the gateway.  Bottom line, you do not want two devices both working as routers together...getting the non-gateway eMTA is an equally good solution!

Posted by
New Poster
  • You have posted 5 replies to the community. Thank you for keeping the conversations going!
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 8 of 12
6,801 Views

I just had mine put into bridge mode.  However, it still shows as an available wireless network when I search for signals with my laptop.

Posted by
Connection Expert

Message 9 of 12
6,797 Views

Did you have the techs at the above number do it or was it a regular phone rep ?

 




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
New Poster
  • You have posted 5 replies to the community. Thank you for keeping the conversations going!
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 10 of 12
6,791 Views

I called the 800-363-2416 number.  The person who answered took care of it. 

 

Should I call back during the week instead of Sunday morning?

Posted by
Connection Expert

Message 11 of 12
6,789 Views

Can't hurt to give it a try during regular weekday business hours.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
New Poster
  • You have posted 5 replies to the community. Thank you for keeping the conversations going!
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 12 of 12
6,783 Views