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equipment purchase help

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equipment purchase help

hello, i am a new xfinity customer. i subscibe to 25mbps internet and home phone service. 
i wanted to buy a modem to use with these services. i did an online chat with a rep to confirm after utilizing these two links to pick out one to buy. 
https://www.xfinity.com/support/devices/#auth
https://forums.xfinity.com/t5/Your-Home-Network/Approved-Xfinity-Modems-and-Gateways/td-p/3109887

i purchased the Arris TG862G brand new from amazon. 
the tech installed our service but the voice wouldnt work. 

the next three days i did online chat with two different reps. the second said they were going to escilate my issue to a higher up tech and they would call back. 

i never got a call back. 

i finally contacted the gentleman who did the initial install. 

he came today and swaped my new modem with a rental unit and the voice is now working. 

 

i plan to return the unit i bought. the tech said it was a faulty unit, but im concerned...

 

should i buy a different modem? i dont want to order a replacement for the same model if its not going to be compatable with my services. 

 

the tg862g was listed as a unit that would work. the rep i spoke with confirmed it would work, but it hasnt. maybe it is just a faulty unit straight out of the package, or maybe i should buy a different model all together. 

the rental unit is a Arris TG 1682G.

i live in a small two bedroom home. i only plan to keep this 25mbps speed. i dont really need the latest and greatest modem with a huge wifi coverage area and support for 1g speeds. 

can anyone suggest me a unit that wont break the bank and will work? 

thanks for the help!!! 

Diamond Problem Solver

Re: equipment purchase help

Anything other than that model will be more expensive and overkill for your needs

I am a Retired Official Comcast Employee
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New Poster

Re: equipment purchase help

thanks for your response andrew. so you are also confirming the arris tg862g is compatable with my internet and voice service? 
i bought this unit brand new from amazon. seems like a very small chance the unit was working fine, except for the voice segment. 

can anyone confirm they use this model without problem? 

is there a firmware update that i must do or something im missing? 

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Diamond Problem Solver

Re: equipment purchase help

It may have been new to you but chances are pretty good it wasn’t “new”. Sorry but I was thinking of a different model. The 862 you’re referring to is Comcast equipment and shouldn’t be sold. You would want an Arris 822, you’ll need a router too if you use Wi-Fi

I am a Retired Official Comcast Employee
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Gold Problem Solver

Re: equipment purchase help


@CCAndrew wrote: ... thinking of a different model. The 862 you’re referring to is Comcast equipment and shouldn’t be sold. ...

The TG862 is one of the few gateways that were once rental-only but are now approved for retail purchase. See http://mydeviceinfo.xfinity.com/. I'd post a direct link but recent "improvements" to that site have made such links impossible AFAICT.