Arris Touchstone TG2472 User manual

Before connecting your new Home Phone modem
If you are replacing an existing modem that has a security sleeve on the coaxial cable, please follow these
instructions about using the unlocking tool in order to disconnect the coaxial cable from the modem. If your
modem allows you to unscrew the coaxial cable by hand, you do not need to use the unlocking tool.
For homes that have an alarm system connected via phone or Internet connection, we recommend that you
notify the alarm company prior to disconnecting your modem in order to avoid any false alarms.
Installation and replacement
1
You can follow the same procedure to install a new Home Phone modem or to replace an existing one. Gather the
following items to facilitate the installation or replacement of your equipment:
Modem Coaxial Cable Ethernet Cable Power Cord
Thank you for subscribing to the Cogeco Phone service. This guide will assist you in connecting your new Home
Phone modem.
Caution: While replacing your Home Phone modem, your phone and Internet services will not be operational.
Although the process will only take a few minutes, we recommend you perform the procedure at a time when your
Phone or Internet service is not actively being used in your household.
Align the body of the unlocking tool with the cable.
Push tool down towards security sleeve until firmly
connected.
Using tool handle, rotate counterclockwise until the cable is
separated from the modem.
Remove the security sleeve.
Disconnect any telephone cords, Ethernet cables and
phone cables located at the back of the modem.
A.
B.
C.
D.
2
Guide to installing/replacing
your Home Phone Arris
TG2472 modem
A
Coaxial Unlocking
Tool*
Canada Post Return
Label*
*Unlocking Tool and Return Label only provided for modems that are being returned.
BC
D
E.

Installing/replacing your new Home Phone modem
3
Connecting the modem
Guide to installing/replacing
your Home Phone Arris
TG2472 modem
Locate a coaxial wall outlet in your home. If you are using Cogeco’s
Wi-Fi services, we suggest using an outlet that is centralized in your
home for the best possible Wi-Fi coverage. Connect the coaxial
cable to the wall outlet.
Connect the coaxial cable provided to the cable connector at the
rear of the modem. Firmly tighten the cables by hand to avoid
damaging the connectors.
Connect the power cord to the modem and to an active electrical
outlet. This will start the synchronization process and may take up
to 20 minutes for the modem to come online.
If the US or DS lights are still blinking after 20 minutes, try moving
your modem to another coaxial outlet in the home (if available) and
repeat the above process. For further support, see the
troubleshooting section at the end of this guide.
A.
B.
C.
D.
Connecting your telephone to the modem
4
If you are not subscribed to Cogeco’s Home Phone service, skip to step 5.
If your phone uses an electrical power supply, ensure that it is
connected to the base of your phone.
Connect a telephone wire (not provided) from the base of your
phone, and connect the other end of the wire to the “Line 1/2”
phone jack on the back of the modem.
If you subscribe to 2 telephone lines, you may attach a second
telephone to the modem’s Line 2 phone jack.
A.
B.
C.
A
A
B
A
B
C

Obtaining your Wi-Fi credentials
5
To obtain your Wi-Fi credentials:
Guide to installing/replacing
your Home Phone Arris
TG2472 modem
Consult My Account at cogeco.ca/myaccount
Select Internet.
Select Wi-Fi Credentials.
A.
B.
C.
Connecting your Internet service
6
If you do not require a hardwired Internet connection, you may skip this step.
To create a hardwired connection to your device, connect one end
of the Ethernet cable to your device’s Ethernet port.
Connect the other end of the Ethernet cable to one of the Ethernet
ports on the back of the modem.
You may repeat this process for up to 3 additional devices if
required.
A.
B.
C.
To confirm that your Internet connection is working, connect your
wireless device to the Wi-Fi using the provided name and password.
A
B

Obtaining your phone number
7
If you have forgotten what phone number you have been assigned, dial 21# from your Cogeco home phone and a
message will provide you with your phone number.
Guide to installing/replacing
your Home Phone Arris
TG2472 modem
RETURNING YOUR OLD MODEM TO COGECO
If your modem has been replaced, we ask that you return it to Cogeco to be recycled. Place your old
modem, unlocking tool and the power cable in a box. Place the provided Canada Post return shipping
label on the outside of the box and return it via your nearest Canada Post location within 5 business
days after receiving your new modem, in order to avoid potential unreturned equipment charges. You
may use the cardboard box that you received your replacement modem in to return the equipment,
or provide your own cardboard box.
TECHNICAL SUPPORT
For additional support, please contact us:
Ontario: 1-855-701-4881 Quebec: 1-800-695-9885
cogeco.ca/support
Self-serve options available on My Account
8
View and reschedule
technician
appointments
Manage your bills
online
Access your Home
Phone usage details
Download Cogeco
Security to protect
your devices
View your Internet
usage

Troubleshooting
9
Guide to installing/replacing
your Home Phone Arris
TG2472 modem
Error Cause Solution
No available coaxial outlet to
connect the modem
Contact Cogeco technical support
to arrange for a technician to
complete a professional installation.
Installation charges may apply.
No lights on the front of the
modem
Electrical power problem Check the power connections on
the modem. Ensure the electrical
outlet being used is functional.
If you are using a power bar, try
plugging the modem directly into
the electrical outlet on the wall.
The online light on the modem
does not turn on after 20 minutes
of being connected
The coaxial outlet where the
modem was connected may not
be active.
Try moving the modem to another
coaxial outlet in your home and
repeat Step 3 (Installing/replacing
your new Home Phone modem).
If the coaxial outlet’s location is not
convenient, please contact Cogeco
to request a technician for
professional installation.
Installation charges may apply.
No dialtone when using the
phone
Your phone is connected to the
incorrect telephone jack on the
modem.
Ensure that your phone is
connected to the “Line 1/2”
phone jack.
My TiVo system is not working
after replacing my modem.
A guided set-up process is
required for your system.
Contact Cogeco technical support
for assistance.
Phone Equipment must stay at the same address where it was initially installed in order to allow 911 to associate the call
with the correct address in the event of an emergency. New generation Phone Equipment does not include an external
backup battery. Batteries are sold separately with any subscription to an UltraFibre 60 and higher Internet package.