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Arris TM822G Touchstone® DOCSIS 3.0 8×4 Ultra-High Speed Telephony Modem

Arris TM822G Touchstone® DOCSIS 3.0 8x4 Ultra-High Speed Telephony Modem

The Touchstone DOCSIS 3.0 8×4 Embedded Multimedia Terminal Adaptor (EMTA) TM822G delivers two lines of primary line Voice over IP (VoIP), Ultra-high speed data access, and multiple battery pack options to support telephony service during power outages. With the TM822G, cable operators can offer data services at speeds greater than 300Mbps to their subscribers!

  • TM822G
  • Arris
  • cable modem
  • Supports PacketCable 1.0. 1.5, PacketCable 2.0 requires firmware upgrade from service provider

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Question by Scott L: Belkin wireless-n router and Motorola PCX2500 cable modem seem to have trouble communicating.?
The internet & modem works fine when cabled directly to the computer, yet when I install the router between them, the computer cannot access the internet (even though it is cabled to the router and the router to the modem) and often the router will lose the modem signal and constantly be trying to reconnect to the modem. If I reboot both router and modem, sometimes I get a connection and sometimes not. Even when there is a connection and the wireless network is working, there is no internet access on the cabled computer.

Best answer:

Answer by Colinc
You need to unplug the modem for about a minute and connect the router. Then power the modem, wait for it to sync, then power the router. Switching off the modem does not work.

Add your own answer in the comments!

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What customers say about Arris TM822G Touchstone® DOCSIS 3.0 8×4 Ultra-High Speed Telephony Modem?

  1. 415 of 422 people found the following review helpful
    5.0 out of 5 stars
    You Will Have To Finagle Comcast To Get It To Work (But It Does Work!), October 18, 2012

    This review is from: Arris TM822G Touchstone® DOCSIS 3.0 8×4 Ultra-High Speed Telephony Modem (Personal Computers)

    I wanted to share my experience in provisioning a brand new Arris TM822G to work with Comcast. Long read but I hope it helps someone out there.

    I was tired paying $7 a month ‘leasing’ a modem from Comcast (TM722). So I did some research by looking on the Comcast supported devices page and purchased a brand new TM822G online.

    On 10/15/12 I received the modem and called Comcast customer service tech support. I told them I purchased a modem and that I wanted to give them my MAC and MTA so they could update their records and enable the modem for phone and internet. The rep I spoke to said that it was fine but for some reason they weren’t able to remove my old Comcast modems serial number from their system. They said they would call me back later in the day once a supervisor completed that step.

    I received that follow up call and the rep informed that the TM822G was only capable for internet and not telephony. I stressed to the rep that the modem was fully compatible and that it could handle internet and telephony. The rep would not yield and I finally asked for a supervisor. Supervisor came on the line and stated that the 3rd party modem was not supported by Comcast and that I would need to purchase a modem directly from best buy.

    I showed the supervisor that the TM822G was compatible per […] The supervisor then put me on hold for 15 minutes. When he came back on the line his trump card was that the modem was only certified for internet and NOT telephony. This was a total farce but I knew I wasn’t getting anywhere. I ended the call.

    I called Comcast again and spoke to another tech support agent and told them that I wanted to enable a new modem for Internet. They complied and I gave them the MAC of the TM822G. A few minutes passed the modem rebooted and I had internet access. I ended the call.

    Next I called 1-800-931-0790 and told them that I bought my own modem and have already registered it with Comcast. I told the rep that would like to activate/transfer my existing phone
    number to it. They verified the EMTA-MAC number and took about 10-15
    minutes programming and restarting the modem. After the tech finished
    they asked me to verify that the phone was working by answering an automated Comcast call. It did and I ended the call. So my internet and telephone were working on my new TM822G.

    Here is where it gets aggravating the rep that activated telephony called me back a few hours later telling me that I would need to return my old Comcast modem to a returns center. And that when I got there I had to tell the agent at the returns center to remove the serial number of the old Comcast modem from my account. If I didn’t do this in within 3 days Comcast’s system would disable my modem.

    I thanked her and ended the call.

    On 10/18/12 I drove an hour and half to the Comcast Returns center nearest to me. I told the agent at the counter that I was returning an old modem as I had purchased my own and that I wanted Comcast to stop charging me for $7 a month for the modem rental. The Comcast agent said that was fine. I also told her that my phone and internet were working just fine on the new modem and that I wanted them to update their records with the new modems serial number. She took my mold modem and then gave me a receipt for the modem return. Then she began to say that the system wouldn’t let her remove my old modems serial number from their system. After she made 4 phone calls she came back to tell me that the system doesn’t allow them to remove the modem serial number from my account because it is tied to a telephone.

    I told her that my telephone was working fine with the new modem. Then this is where I began to get aggravated. She begins to tell me that ALL modems are plug and play and that it works automatically when I plugged it in. I told her this is not how it worked and that I called Comcast earlier in the week to give them my new modems MAC and MTA. Once they had this info they provisioned my modem to work for internet AND telephone.

    She said that this was not possible as only Best Buy modems would work with both internet and telephone. At this point I realized I wasn’t dealing with anyone proficient in basic tech support so I didn’t want to argue with her. She then told me to call Comcast support to have them remove the old modems serial#. So I sat down in the Comcast Returns Center lounge and used their phone to call Comcast tech support. Here is where you are going to laugh. After telling the agent on the phone my situation and that I WAS CALLING FROM A COMCAST RETURNS CENTER PHONE KIOSK he proceeds to tell me that he is going to ship an empty UPS returns box to my house so I could send back my old modem to Comcast. After a moment of silence I reminded the phone rep that I was currently inside a Comcast returns center and that I didn’t sleep walk there. I was there to…

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  2. 64 of 70 people found the following review helpful
    5.0 out of 5 stars
    Best Modem Comcast won’t use., February 28, 2012

    This review is from: Arris TM822G Touchstone® DOCSIS 3.0 8×4 Ultra-High Speed Telephony Modem (Personal Computers)
    This cable / telephony modem is at the leading edge of technology, HOWEVER, Comcast is years behind in their adoption of this unit. My local Comcast tech said that this out performs any modem on the market, but he can’t put on its system because it hasn’t been approved. Check with your local provider prior to purchase.

    As an update (10/06/12) – I just found out that as of the first part of September, Comcast has FINALLY approved this modem for use on it’s service. Great news for those of us who were ahead of the curve.


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  3. 44 of 47 people found the following review helpful
    5.0 out of 5 stars
    Works with Comcast !!!, August 20, 2012
    Gregorito (Chicago, IL) –

    Amazon Verified Purchase(What’s this?)
    This review is from: Arris TM822G Touchstone® DOCSIS 3.0 8×4 Ultra-High Speed Telephony Modem (Personal Computers)
    I wanted to write this review since no one has been able leave feedback to let us know if this works with Comcast. I purchased this modem before I ordered Comcast Triple play from BestBuy (I also bought Comcast TM722 modem package sold at BestBuy, which is older version of this modem that is currently in use by Comcast installers). I read reviews stating that it did not work with Comcast but I ordered it anyways. The night before Comcast scheduled visit, I connected the modem (house was previously wired for Comcast) and to my surprise, after a few minutes of blinking lights, all of them turned green and my iMac obtained an IP address. I fired up Safari and was redirected to the activation page. I was asked to put in account number (got it at BestBuy when I ordered the Comcast services) and phone number. After a few minutes of activation, my internet and phone started to work!!!
    The next day, installer came in to deliver my cable box but he didn’t have to do anything else since all services were already working. However, few hours later my phone went offline (internet and cable were still working). I went to chat with customer service and they told me the same old story quoted in all reviews written on here, that the modem was not supported. Yet! They asked me to call back tomorrow and talk to activation department to see if they could help (800-931-0790). So, I did. A very friendly rep (named Nick) tried to reset the modem multiple times but no success in provisioning it to make the phone work (internet and cable still worked). He said, he would call the higher tier support and would let me know. In the next 30 minutes, the phone started to work!!!. I’ve had this working for over 24 hours now. I would suggest to buy the battery, as in my opinion, the modem will try to keep “telling” Comcast it doesn’t have a backup battery and that may prompt phone service to be interrupted ($12 on Ebay). Also you can buy the same modem with battery for $50 on Ebay, though you are taking a risk if it doesn’t get activated (mine did and works fine), you won’t be able to return it. I hope this will help many of you who wished to buy the new generation modem instead of the the one sold by Comcast and save some money avoiding rental fees.


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