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Arris TG862 Telephone not working. Can firmware be updated to fix this?

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Regular Visitor

Arris TG862 Telephone not working. Can firmware be updated to fix this?

I want to replace the rental gateway TG1682G with the TG862 but the phone will not work. A person is selling the TG862 gateways claiming the firmware has been updated so the telephony will work. The technician at Comcast said they don't update firmware.

Can anyone help?

 

(The version information that I could find is listed below.)

eMTA & DOCSIS Software Version: 7.6.59N

Software Image Name: TS070659N_010914_MODEL_862_GW_CT

Packet Cable: 1.5

Diamond Problem Solver

Re: Arris TG862 Telephone not working. Can firmware be updated to fix this?

Buyer beware the 862 is considered Comcast equipment. Typically, it’s from someone who didn’t return the equipment. Also, the 862 is a definite step down for internet services.

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Regular Visitor

Re: Arris TG862 Telephone not working. Can firmware be updated to fix this?

I purchased the Arris TG862G/NA-8 gateway from Amazon back in January 2014. I used it for a couple of years sucessfully with Comcast. I switched to a competitor with better pricing and now I am trying to return to Comcast/Xfinity and still use the same gateway. It is on the approved list, no one has stated publicly that it will not work. I bet Comcast supports thousands of these gateways and just does not want to allow my personal device back on the network with full functionality. Please allow me to use this device again or announce this device is not supported and remove it from the supported gateway list.

Official Employee

Re: Arris TG862 Telephone not working. Can firmware be updated to fix this?

Hi Contigo, the information that ComcastAndrew shared is correct the device is Comcast equipment and should not be used on another account without our permission. I know you purchased the equipment on Amazon and have used it in the past but we do not support equipment that is listed as lost/stolen in our system. Also we don't sell out equipment, so it would be best if you were to go and purchase another modem that's not Comcast branded or you can always go into a local Comcast service center and pick up a new modem. Feel free to reach back out to me here for further assistance or if you have any questions or concerns regarding obtaining a new modem. Have a good day. 


I am an Official Comcast Employee.
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Regular Visitor

Re: Arris TG862 Telephone not working. Can firmware be updated to fix this?

How can a person check the model and serial number are clean before purchasing a used device?

When companies are serious about being Eco-friendly they will use maintainable, upgradable devices and facilitate consumers ability to reuse/recycle devices. Most devices are in landfills shortly after purchase. Please share this with decision makers. Thank you.

 

Diamond Problem Solver

Re: Arris TG862 Telephone not working. Can firmware be updated to fix this?

If you see a Comcast or Xfinity logo on a modem/gateway the chances are astronomical that it belongs to Comcast and is not for resale. If you’re buying a different device you won’t know the status until you try to put it on your account. If the deal looks to good to be true it usually is and as always buyer beware and buy from a reputable dealer.

I am a Retired Official Comcast Employee
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