Arris SURFboard TG862R User manual

SURFboard® TG862R
Wireless Telephony Gateway
For XFINITY®Customers
User Guide
February 2017
Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.

ARRIS Copyrights and Trademarks
© 2017 ARRIS Enterprises, LLC. All rights reserved.
No part of this publication may be reproduced in any form or by any means or used to make
any derivative work (such as translation, transformation, or adaptation) without written
permission from ARRIS Enterprises, LLC (“ARRIS”). ARRIS reserves the right to revise this
publication and to make changes in content from time to time without obligation on the part
of ARRIS to provide notification of such revision or change.
ARRIS, SURFboard, and the ARRIS logo are all trademarks of ARRIS Enterprises, LLC. Other
trademarks and trade names may be used in this document to refer to either the entities
claiming the marks or the names of their products. ARRIS disclaims proprietary interest in
the marks and names of others.
Wi-Fi Alliance®, Wi-Fi®, the Wi-Fi logo, the Wi-Fi CERTIFIED logo, Wi-Fi Protected Access®
(WPA), the Wi-Fi Protected Setup logo, and WMM® are registered trademarks of Wi-Fi
Alliance. Wi-Fi Protected Setup™, Wi-Fi Multimedia™, and WPA2™ are trademarks of Wi-Fi
Alliance.
ARRIS provides this guide without warranty of any kind, implied or expressed, including, but
not limited to, the implied warranties of merchantability and fitness for a particular purpose.
ARRIS may make improvements or changes in the product(s) described in this manual at any
time.
The capabilities, system requirements and/or compatibility with third-party products
described herein are subject to change without notice.

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Table of Contents
1. Safety and Regulatory Information.......................................................................... 5
Important Safety Instructions............................................................................................ 5
FCC Statements.................................................................................................................. 7
Wireless LAN Information.................................................................................................. 9
Caring for the Environment by Recycling Your ARRIS Equipment................................... 10
2. Getting Started ..................................................................................................... 11
Introduction..................................................................................................................... 11
In The Box ............................................................................................................... 11
System Requirements...................................................................................................... 12
Contact Information ........................................................................................................ 13
3. Product Overview ................................................................................................. 14
Front Panel ...................................................................................................................... 14
Wi-Fi Protected Setup™ (WPS) ............................................................................... 15
Rear Panel........................................................................................................................ 16
Gateway Label ................................................................................................................. 18
4. Installing the Gateway .......................................................................................... 19
Connect the TG862R to Your Computer.......................................................................... 19
Establish an Internet Connection .................................................................................... 21
5. Setting Up a Wireless Network Connection............................................................ 22
Set Up a Wireless Network Using Your Computer .......................................................... 22
Quick Connect Using the Windows Taskbar........................................................... 22
Connect Using the Windows Control Panel............................................................ 25
Test Your Wireless Network Connection......................................................................... 27
Connect Your WPS-Enabled Devices ............................................................................... 27
6. Using the Gateway Web Manager ......................................................................... 28
Start the TG862R Web Manager ..................................................................................... 28
TG862R Web Manager Menu Links ........................................................................ 30
Exit the TG862R Web Manager ....................................................................................... 31
7. Configuring Your Wireless Network....................................................................... 32
Set Up Your Wireless Network ........................................................................................ 32
Set Up WPS on Your Wireless Network........................................................................... 35
Change Your Wireless Network Name (SSID).................................................................. 36

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8. Protecting & Monitoring Your Wireless Network ................................................... 39
Prevent Unauthorized Access.......................................................................................... 39
Change the Default User Password ................................................................................. 39
Set Up Firewall Protection............................................................................................... 42
Set Up Port Triggers......................................................................................................... 45
Set Up the DMZ Host ....................................................................................................... 46
9. Managing Your Gateway and Connected Networks ............................................... 48
View the Gateway Hardware Information ...................................................................... 48
View the Gateway Software Version............................................................................... 49
View the Gateway Network Connections........................................................................ 49
View the XFINITY Network Connection Status ................................................................ 50
View the Network Connection Status ............................................................................. 51
Reset the TG862R Configuration Settings ....................................................................... 51
Exit the TG862R Web Manager ....................................................................................... 52
10. Troubleshooting Tips............................................................................................. 53
Solutions .......................................................................................................................... 53
11. Warranty Information ........................................................................................... 54

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Chapter 1
Safety and Regulatory Information
Important Safety Instructions
Read This Before You Begin —When using your equipment, basic safety precautions should
always be followed to reduce the risk of fire, electric shock, and injury to persons, including
the following:
Read all of the instructions listed here and/or in the user manual before you operate this
device. Give particular attention to all safety precautions. Retain the instructions for
future reference.
This device must be installed and used in strict accordance with manufacturer’s
instructions, as described in the user documentation that is included with the device.
Comply with all warning and caution statements in the instructions. Observe all warning
and caution symbols that are affixed to this device.
To prevent fire or shock hazard, do not expose this device to rain or moisture. The device
must not be exposed to dripping or splashing. Do not place objects filled with liquids, such
as vases, on the device.
This device was qualified under test conditions that included the use of the supplied
cables between system components. To ensure regulatory and safety compliance, use
only the provided power and interface cables and install them properly.
Different types of cord sets may be used for connections to the main POWER supply
circuit. Use only a main line cord that complies with all applicable device safety
requirements of the country of use.
Installation of this device must be in accordance with national wiring codes and conform
to local regulations.
Operate this device only from the type of power source indicated on the device’s marking
label. If you are not sure of the type of power supplied to your home, consult your dealer
or local power company.
Do not overload outlets or extension cords, as this can result in a risk of fire or electric
shock. Overloaded AC outlets, extension cords, frayed power cords, damaged or cracked
wire insulation, and broken plugs are dangerous. They may result in a shock or fire hazard.
Route power supply cords so that they are not likely to be walked on or pinched by items
placed upon or against them. Pay particular attention to cords where they are attached to
plugs and convenience receptacles, and examine the point where they exit from the
device.

Chapter 1: Safety and Regulatory Information
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Place this device in a location that is close enough to an electrical outlet to accommodate
the length of the power cord.
Place the device to allow for easy access when disconnecting the power cord of the device
from the AC wall outlet.
Do not connect the plug into an extension cord, receptacle, or other outlet unless the plug
can be fully inserted with no part of the blades exposed.
Place this device on a stable surface.
Avoid damaging the device with static by touching the coaxial cable when it is attached to
the earth-grounded coaxial cable-TV wall outlet.
Always first touch the coaxial cable connector on the device when disconnecting or
reconnecting the Ethernet cable from the device or user’s PC.
Installation of an AC surge protector in the AC outlet to which this device is connected is
recommended. This is to avoid damaging the device by local lightning strikes and other
electrical surges.
Postpone installation until there is no risk of thunderstorm or lightning activity in the area.
Avoid using a telephone (other than a cordless type) during an electrical storm. There is a
remote risk of electric shock from lightning. For added protection, unplug the device from
the wall outlet and disconnect the cables to avoid damage to this device from lightning
and power surges.
Do not use this product near water. For example, near a bathtub, washbowl, kitchen sink,
laundry tub, swimming pool, or in a wet basement.
Do not use the telephone to report a gas leak in the vicinity of the leak.
Do not cover the device or block the airflow to the device with any other objects. Keep the
device away from excessive heat and humidity and keep the device free from vibration
and dust.
Wipe the device with a clean, dry cloth. Never use cleaning fluid or similar chemicals. Do
not spray cleaners directly on the device or use forced air to remove dust.
For added protection, unplug the device from the wall outlet and disconnect the cables to
avoid damage to this device during lightning activity or power surges.
CAUTION: To reduce the risk of fire, use only No. 26 AWG or larger (e.g., 24 AWG) UL
Listed or CSA Certified Telecommunication Line Cord, or national equivalent.
Upon completion of any service or repairs to this device, ask the service technician to
perform safety checks to determine that the device is in safe operating condition.
Do not open the device. Do not perform any servicing other than that contained in the
installation and troubleshooting instructions. Refer all servicing to qualified service
personnel.
This device should not be used in an environment that exceeds 104° F (40° C).
SAVE THESE INSTRUCTIONS

Chapter 1: Safety and Regulatory Information
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Note to CATV System Installer —This reminder is provided to call the CATV system installer’s
attention to Section 820.93 of the National Electric Code, which provides guidelines for proper
grounding and, in particular, specifies that the Coaxial cable shield must be connected to the
grounding system of the building, as close to the point of cable entry as practical.
FCC Statements
FCC Interference Statement
This equipment has been tested and found to comply with the limits for a Class B digital
device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable
protection against harmful interference in a residential environment. This equipment
generates, uses, and can radiate radio frequency energy and, if not installed and used in
accordance with the instructions, may cause harmful interference to radio communications.
However, there is no guarantee that interference will not occur in a particular installation. If
this equipment does cause harmful interference to radio or television reception, which can be
determined by turning the device off and on, the user is encouraged to try to correct the
interference by one or more of the following measures:
Reorient or relocate the receiving antenna.
Increase the separation between the device and receiver.
Connect the equipment into an outlet on a circuit different from that to which the
receiver is connected.
Consult the dealer or an experienced radio/TV technician for help.
This device complies with Part 15 of the FCC Rules. Operation is subject to the following two
conditions: (1) This device may not cause harmful interference, and (2) This device must
accept any interference received, including interference that may cause undesired operation.
FCC Caution: Any changes or modifications not expressly approved by ARRIS could void the
user’s authority to operate the equipment.
FCC Declaration of Conformity
ARRIS Enterprises, LLC, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard
DOCSIS 3.0 Wireless Gateway-TG862R complies with 47 CFR Parts 2 and 15 of the FCC rules as
a Class B digital device.
FCC Radiation Exposure Statement
This equipment complies with FCC radiation exposure limits set forth for an uncontrolled
environment. To comply with the FCC RF exposure compliance requirements, the separation
distance between the antenna and any person’s body (including hands, wrists, feet and
ankles) must be at least 8 inches (20 centimeters).
This transmitter must not be co-located or operating in conjunction with any other antenna or
transmitter except those already approved in this filing.

Chapter 1: Safety and Regulatory Information
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The availability of some specific channels and/or operational frequency bands are country
dependent and are firmware programmed at the factory to match the intended destinations.
The firmware setting is not accessible by the end user.
Industry Canada (IC) Statement
This device complies with RSS-210 of the Industry Canada Rules. Operation is subject to the
following two conditions:
This device may not cause interference, and
This device must accept any interference, including interference that may cause undesired
operation of the device.
CAN ICES-3 (B)/NMB-3 (B)
In Canada, RLAN devices are restricted from using the 5600-5650 MHz frequency band.
Caution: To reduce the potential for harmful interference to co-channel mobile satellite
systems, use of the 5150-5250 MHz frequency band is restricted to indoor use only.
High power radars are allocated as primary users (meaning they have priority) of 5250-5350
MHz and 5650-5850 MHz frequency bands. These radars could cause interference and/or
damage to License Exempt–Local Area Network (LE-LAN) devices.
IC Radiation Exposure Statement
Important Note: This equipment complies with IC radiation exposure limits set forth for an
uncontrolled environment. This equipment should be installed and operated with a minimum
distance of 20 centimeters between the radiator and your body.
Avis D'Industrie Canada (IC)
Cet appareil est conforme à la réglementation RSS-210 d'Industrie Canada. Son utilisation est
assujettie aux deux conditions suivantes:
Cet appareil ne doit pas causer d'interférences et
Cet appareil doit accepter toute interférence reçue, y compris les interférences causant un
fonctionnement non désiré.
CAN ICES-3 (B)/NMB-3 (B)
Au Canada, les appareils de réseau local sans fil ne sont pas autorisés à utiliser les bandes de
fréquence 5600-5650 MHz.
Avertissement: afin de réduire les risques de brouillage préjudiciable aux systèmes de
satellites mobiles utilisant les mêmes canaux, les dispositifs fonctionnant dans la bande 5150-
5250 MHz sont réservés uniquement pour une utilisation à l'intérieur
Les radars à haute puissance sont définis en tant qu'utilisateurs principaux (c.-à-d. prioritaires)
des bandes de fréquences 5250-5350 MHz et 5650-5850 MHz. Ces radars peuvent causer de
l'interférence ou des dommages susceptibles de nuire aux appareils exempts de licence–
réseau local (LAN-EL).

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Déclaration de IC sur L'Exposition aux Rayonnements
Note Importante: cet équipement est conforme aux limites d'exposition aux rayonnements
établies par IC pour un environnement non contrôlé. Cet équipement doit être installé et utilisé
de manière à maintenir une distance d'au moins 20 cm entre la source de rayonnement et
votre corps.
Wireless LAN Information
Note: This applies to devices that provide Wi-Fi capability.
This device is a wireless network product that uses Direct Sequence Spread Spectrum (DSSS)
and Orthogonal Frequency-Division Multiple Access (OFDMA) radio technologies. The device
is designed to be interoperable with any other wireless DSSS and OFDMA products that
comply with:
The IEEE 802.11 Standard on Wireless LANs (Revision AC, Revision B, Revision G, and
Revision N), as defined and approved by the Institute of Electrical Electronics Engineers
The Wireless Fidelity (Wi-Fi) certification as defined by the Wireless Ethernet Compatibility
Alliance (WECA).
Restrictions on the Use of Wireless Devices
In some situations or environments, the use of wireless devices may be restricted by the
proprietor of the building or responsible representatives of the organization. For example,
using wireless equipment in any environment where the risk of interference to other devices
or services is perceived or identified as harmful.
If you are uncertain of the applicable policy for the use of wireless equipment in a specific
organization or environment, you are encouraged to ask for authorization to use the device
prior to turning on the equipment.
The manufacturer is not responsible for any radio or television interference caused by
unauthorized modification of the devices included with this product, or the substitution or
attachment of connecting cables and equipment other than specified by the manufacturer.
Correction of the interference caused by such unauthorized modification, substitution, or
attachment is the responsibility of the user.
The manufacturer and its authorized resellers or distributors are not liable for any damage or
violation of government regulations that may arise from failing to comply with these
guidelines.
Note: The use of the 5150-5250 MHz frequency band is restricted to Indoor Use Only.

Chapter 1: Safety and Regulatory Information
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Security Warning: This device allows you to create a wireless network. Wireless network
connections may be accessible by unauthorized users. For more information on how to
protect your network, see Protecting & Monitoring Your Wireless Network (page 38) in this
guide for more information or visit the ARRIS Support website at www.arris.com/consumers.
Caring for the Environment by Recycling Your ARRIS
Equipment
Please do not dispose of this product or any included electronic accessories, i.e., power
supply or battery, with your residential or commercial waste. ARRIS devices may be
disposed of through the ARRIS Product Recycling program, further described at
corporateresponsibility.arrisi.com/phoenix.zhtml. You may also contact your local
community authorities for information regarding where you may dispose of your ARRIS
devices.

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Chapter 2
Getting Started
Introduction
The ARRIS SURFboard® TG862R is a DOCSIS 3.0® telephony cable modem and four-port
Ethernet router device with Wi-Fi and optional battery backup. It uses DOCSIS 3.0 technology
to provide ultra high-speed Internet access on your home or small business network. Using
the connection capabilities of the gateway, you can connect your computer and other
network-enabled devices via the four Ethernet ports or the 2.4 GHz Wireless connection. The
TG862R connects to the existing coaxial cable connection in your home. The TG862R also
includes a Wi-Fi® Pairing (WPS) button option for quick and easy connections for your
WPS-enabled wireless devices.
This guide provides a product overview and instructions for installing and configuring your
TG862R. It also includes instructions for setting up secure wireless network connections, and
managing your TG862R and network configurations.
In The Box
Before installing your TG862R, check that the following items are included in the box. If any
items are missing, please call ARRIS Technical Support at 1-877-466-8646 for assistance.
Table 1. TG862R Package Contents
Item
Description
Blinking
On (Solid)
TG862R Wireless
Telephony Gateway
High-speed DOCSIS 3.0 cable modem,
wireless access point, and four-port
Ethernet router
Power Cord
Power cord for an electrical wall outlet
connection
Ethernet Cable
Standard Category 5e (CAT5e) or higher
network cable

Chapter 2: Getting Started
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Item
Description
Blinking
On (Solid)
Internet/Digital
Phone Cable Kit
Contains two coaxial cables (20 feet & 3
feet), coaxial cable clips, and a two-way
coaxial cable splitter with screws
Software License &
Regulatory Card
Contains safety and regulatory information,
software license, and warranty for the
gateway.
Support
Information Card
Provides contact information for obtaining
technical support assistance with any issues
you may have with your SURFboard device.
TG862R Quick Start
Guide
Provides basic information for installing the
gateway and setting up a secure wireless
connection on your home network.
Additional Items Needed (Not Included)
The following item is not included in the box and must be purchased separately, if required:
Ethernet cable for each additional Ethernet-enabled device
System Requirements
High-speed Internet access account
Web browser access –Internet Explorer, Google Chrome, Firefox, or Safari
Compatible operating systems:
Windows®10
Windows 8
Windows 7 Service Pack 1 (SP1)
Note: Although older versions of Microsoft Windows operating systems are no longer
specifically supported, they should still function with this model.
Mac® 10.4 or higher
UNIX®
Linux®

Chapter 2: Getting Started
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Contact Information
For technical support and additional ARRIS product information:
Visit the ARRIS Support website: www.arris.com/consumers
(http://www.arris.com/consumers)
Call ARRIS Technical Support: 1-877-466-8646

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Chapter 3
Product Overview
Front Panel
Figure 1: TG862R Front View
Table 2. TG862R Front Panel LED Icons
LED Icon
Blinking
On (Solid)
Power
Not applicable –icon does not blink.
Power is properly connected.
US/DS
Scanning for upstream (send) and
downstream (receive) channel
connections.
Upstream (Send) and Downstream
(Receive) channels are connected.
Online
Scanning for an Internet connection.
Gateway is connected to the network.

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LED Icon
Blinking
On (Solid)
WiFi
Wi-Fi enabled with encrypted or
unencrypted wireless data activity.
WPS Pairing process is underway
between the TG862R and a
WPS-enabled wireless device.
Any of the following applies:
2.4 GHz wireless connection is made
between the TG862R and another Wi-
Fi enabled wireless device on your
home network; for example,
smartphone, tablet, or laptop.
The WPS Pairing process between the
TG862R and WPS-enabled wireless
device was successful.
The WPS Pairing process either failed
or did not complete after two
minutes.
Tel 1
Telephone Line 1 is open; dialing or
call is in progress.
Telephone service for Line 1 is
connected.
Tel 2
Telephone Line 2 is open; dialing or
call is in progress.
Telephone service for Line 2 is
connected.
Battery
Not applicable –LED will not light up
if battery is not installed.
Battery is properly connected and
fully charged.
Wi-Fi Protected Setup™ (WPS)
Wi-Fi Protected Setup (WPS) is a wireless network setup option that provides a quick and easy
solution for setting up a secure wireless network connection for any WPS-enabled wireless
device; such as a computer, tablet, gaming device, or printer. WPS automatically configures
your wireless network connections and sets up wireless security. See Connect Your
WPS-Enabled Wireless Device (page 27) for more information.

Chapter 3: Product Overview
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Rear Panel
Figure 2: TG862R Rear View
Table 3. TG862R Rear Panel Ports & Connectors
Port Name
Description
Blinking
On (Solid)
Reset Button
Recessed button located on the back of your TG862R can be used to
either reboot your gateway or reset your gateway configuration
settings.
To reboot (or restart) your TG862R:
1. Insert the end of a paper clip or other small object with a narrow
tip into the Reset opening on the back of your TG862R.
2. Press and hold the indented Reset button for three to four
seconds only.
3. Remove the paper clip or small object from the Reset opening.
To reset your TG862R configuration back to the factory default
settings:
1. Insert the end of a paper clip or other small object with a narrow
tip into the Reset opening on the back of your TG862R.
2. Press and hold the Reset button for 10 seconds or until the front
panel LEDs flash.
3. Remove the paper clip or small object from the Reset opening.

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Port Name
Description
Blinking
On (Solid)
Reset Button
(Continued)
WARNING! Resetting the gateway configuration settings to
the factory defaults will also delete your custom gateway
configuration, including your user password, wireless network
name (SSID), and other configuration settings. You should first
back up your gateway configuration files before resetting your
gateway.
USB Port
USB 2.0 port connection for your computer or other USB device.
Telephone
Line Ports
(1 & 2)
Two RJ-11 cable connector ports for telephone connections:
VoIP connection for a single or two-line telephone
VoIP connection for a single-line telephone
10/100/1000
Four one-gigabit Ethernet ports for RJ-45 network cable
connections:
Yellow: LED is ON - Indicates a data transfer rate of one gigabit per
second
Yellow: LED is Blinking - Indicates data traffic is in progress
Amber: LED is ON - Indicates a data transfer rate of less than one
gigabit per second
Amber: LED is Blinking - Indicates data traffic is in progress
Coaxial cable connector
Power Port
100 - 240 VAC Power connector
WARNING! To avoid any damage to your TG862R, only use the
power cord provided in the box.

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Gateway Label
Figure 3: Sample TG862R Gateway Labels
The gateway labels are located on the rear and bottom of the TG862R. The labels contain the
gateway information that you may need when contacting your service provider or ARRIS
Technical Support (page 13).
To receive Internet service, contact your service provider for assistance. You may need to
provide the following information listed on the gateway labels:
Gateway Model name (TG862R)
Gateway MAC address (MAC)
Gateway Serial number (SN)

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Chapter 4
Installing the Gateway
Caution: This product is for indoor use only. Do not route the Ethernet cable(s) outside of the
building. Exposure of the cables to lightning could create a safety hazard and damage the
product.
Connect the TG862R to Your Computer
Before installing your TG862R:
Check with your service provider (or local cable company) to ensure broadband cable
service is available in your area.
To set up a wireless network, you will need a high-speed Internet connection provided by
an Internet service provider.
Note: When contacting your service provider, you may need your gateway
information listed on the gateway label located on the bottom of your TG862R (see
Gateway Label page 17).
Choose a location in your home where your computer and gateway are preferably near
existing cable and electrical wall outlets.
For the best Wi-Fi coverage, a central location in your home or building is recommended.
Note: The following installation procedure covers the wired Ethernet connection
process so that you can confirm that the TG862R was properly installed and can
connect to the Internet.

Chapter 4: Installing the Gateway
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Figure 4: TG862R Connection Diagram
1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not
included).
2. Connect the other end of the coaxial cable to the Cable connector on the rear of the
TG862R.
Use your hand to tighten the connectors to avoid damaging them.
3. Connect the telephone cord of a single or two-line telephone to your telephone and then
plug the other end into the Tel 1 port on the rear of your TG862R.
Note: Use the Tel 1 port to connect a two-line telephone. Then, contact a VoIP
service provider to activate the VoIP service.
4. For a second telephone, if needed, plug the telephone cord of a single-line telephone into
the Tel 2 port on your TG862R.
5. Connect the Ethernet cable to an available Ethernet port on the rear of the TG862R.
6. Connect the other end of the Ethernet cable to the Ethernet port on your computer.
Optional: Repeat steps 3 and 4 for an additional computer or other network device that
you want to install as a wired connection on your home network.
7. Connect the power cord to the Power port on the rear of the TG862R.
8. Plug the other end of the power cord into an electrical wall outlet that is not controlled by
a wall switch.
Note: This automatically powers ON the TG862R. There may be up to a 15 second
delay for the Power LED on the TG862R front panel to light up after the power is
connected.