2 Band Wi Fi signal

[fmcllc]

I am receiving my 5 GHZ signal, but NOT receiving my 2.4 GHz signal. Has never been a problem before now.

[ComcastJonathan]

Hi @fmcllc,

Looking at your account, it seems like you own your own modem, the TG862G. I'd probably recommend doing a hard reset on it and re-configuring it. 

It's pretty old and it may be worth considering upgrading. Seeing as how your service includes Voice, you can look into the following models listed on https://www.xfinity.com/support/devices/: 

Two options listed there include:

1. Netgear CM1150V
2. ARRIS SURFboard T25

There are others but they are also dated. 

[EG]

How does one own a TG862 ??? That's a Comcast supplied only device. It's not a retail device ..... How did it ever get provisioned for service ?

[fmcllc]

I believe it is a Retail product. Bought it at Best Buy so I could own it and not pay the monthly charge to Comcast. Its probably 2-3 years old. Tried rebooting it by disconnecting the power supply but no help. Maybe I just need a new modem.

[EG]

AFAIK, the TG862 is a rental only device. They are not supposed to be able to provision them for service as they are typically listed in their database as being unreturned / stolen.

[fmcllc]

Interesting. I will probably replace it.

Thanks for the info.

[ComcastJonathan]

@EG  Good question, sounds legit based on comments below. Anyhow the device is old regardless and the replacement is the right path. @fmcllc if you're keeping Voice services just make sure you purchase a modem that supports it. 

Cheers!

[EG]

I always advise posers to never buy used modems on sites like e-Bay or Craigs List for the reason I stated earlier. 

Example;

FWIW, one should be careful if buying used modems on sites like eBay. Many times they wind up being listed in Comcast's database as having been stolen / unreturned and they won't provision them for service. To be safe, buy only brand new modems in their original packaging from reputable retailers.

[BruceW]

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@EG wrote: AFAIK, the TG862 is a rental only device. ...

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It was, once upon a time. But a few years ago the TG862G and TG862R both got transmogrified from rental-only status to available-for-purchase-at-retail status. Both are listed at https://mydeviceinfo.xfinity.com/.

[EG]

Thanks for the info Bruce. The possible unreturned / stolen situations still apply.