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

Purchased new Arris TM822G modem through Zumbee Inc and shipped/fulfilled by Amazon, and activated it on 12/12/14. Ordered on Thurs eve and was delivered on Sunday at noon by US postal service - the postal worker said they only work on Sundays for Amazon. Contacted Zumbee several times via email before purchase and they always responded promptly. Modem was new as described and works perfectly with Comcast.There was no user guide in package (downloaded later), just the warranty pamphlet, which is not valid. I contacted Zumbee seller and Arris manufacturer via email about warranty and both confirmed that while it's legal for 3rd parties to sell Arris modems, a marketplace seller on Amazon is not an authorized retailer, so there is no manufacturer warranty for the Arris modem. However, Zumbee said they would give 30 days warranty and 90 days replacement after that. I purchased a 3-year Square Trade "PC Peripherals Protection Plan" from Amazon for a cheap twenty bucks (check out my review for Square Trade). Warranty covers free shipping both ways, repair, replacement, cash, or gift card, at their discretion. The warranty has to be purchased on Amazon within 30 days of purchasing the item to be covered.Was simple to setup with Comcast self-activation. Please note that I am already a Comcast subscriber for phone, internet, and tv, and I bought this telephony modem to replace the leased telephony modem. If you are a new customer to Comcast for internet and/or phone, your experience might be different. Also, be aware that you should not plug in your telephone wire into the modem, if you are coming from regular phone service from a telephone company. Something about the power in the telephone wiring that can fry the modem. A Comcast telephony modem has to have a technician come out and do something to the telephone wiring so it fits the specs of the modem. We had that done last year, and it was free with the signup of a new account.So here are the steps I took:1. Downloaded the TM822G user guide and accessed support pages related to the TM822G from Arris.com. I read the user guide and decided that I would NOT setup the TCP/IP configuration as instructed, as I assumed that would probably be automatic. The user guide is helpful, though, to know how the status lights work, install the battery pack, access the modem settings, etc.Link for the TM822G user guide:http://www.arrisi.com/products/_docs/TM822G_TS_24JUN11.pdfLink for accessing other info that is not included in the user guide:arris.force.com/consumers/pkb_Home?c=Touchstone%20Modems%20and%20Gateways&s=800%20Series&m=DG860&t=Please%20select%20a%20TopicChoose TM822G/CT, even if your model number does not have the "CT" suffix. The other TM822G links don't seem to work. Also, leave the Topic and Keyword sections blank, and select Search. This will return all possible instructions for the TM822G...except for the user guide.2. Disconnected the leased modem and router completely from the wall outlets.3. Plugged in the new modem for power and for Ethernet to computer only, to view the modem status before I connected the cable. I DID NOT connect the cable, router, or telephone, nor did I install the battery pack. I wanted the simplest set-up possible at first, and I also wanted to check the Firmware version before a new one got applied (FYI, as soon as you connect the cable, it will download firmware). I took screen shots of all the status pages, to compare later on. To access Arris modem status, type in 192.168.100.1 in your web browser. Firmware was dated 2012.4. Attached the cable to the modem. Let it sit for 30 minutes and watched it cycle through several times. Then I disconnected all wires from the back of the modem, let it sit for 30 seconds, then re-attached. Waited 5 minutes for things to re-initialize.5. Accessed the status pages again to confirm the Firmware upgrade - newer 2013 version was applied. Took screen shots of all the status pages again. Because the phone line was not connected and there was no battery pack, I got messages saying that the phone was not activated and there was no battery pack.6. Connected the phone line and went to Comcast.com, upon which the self-activation page was displayed. I chose the link for "existing customers", where I typed in my email and password. The activation page made me wait about 5 minutes, after which it said everything was activated. I did not have to enter the MAC address, Serial no, Model no, etc.7. Logged into my Comcast account to confirm that the new modem was added to my devices. It was added to internet devices, but not phone devices - oh well, the phone worked and the device was added in internet, so I decided not to worry about it. The Model no. and CMAC address was already added, but the Serial no. was blank.8. Accessed the modem status again and took screen shots of all the status pages again. It showed that the phone was activated, and that I had 8 downstream channels and 4 upstream channels. Double-checked the signal levels with the TM822G Signal Levels spec sheet I accessed from Arris.com. It's important to review these levels. For instance, too much power in the upstream direction will shorten the life of the modem. I also confirmed that the LAN was connected to 1000 Mbps internet, and it was. All looked good!Link for TM822G Signal Levels spec sheet:arris.force.com/consumers/articles/General_FAQs/TM822G-CT-Cable-Signal-Levels9. Completed a Comcast Speed Test. I was a chronic "speed checker" before the install, and I was well aware of what the speeds were with the leased modem - 26 down / 5 up, for IPv4 only (leased modem did not have IPv6). After the new modem, it was 29/6 up for IPv4 and 29/0.8 up for IPv6. Googled the slow up speed for IPv6. It's a setting in Device Manager - Network Adapters - Right click on adapter - Properties - Advanced - DISABLE "Large Send off load IPv6". Decided to do the same thing for IPv4 (in case one day I get the super-high capacity internet package). Ran speed test again, and it was 29/6 for both IPv4 and IPv6.10. Connected my wireless router, Linksys N750/EA3500 and installed the battery pack in the modem. Wireless worked…and it’s faster, especially the 2.4GHz band at farther distances. Even though I only installed a new modem, maybe the slightly faster speed of the new modem is somehow enabling the wireless to be faster? I used to get only 2 - 5 Mbps down in the guest house (where router is located in the main house), and now I get 5 - 20.11. A few days later I used Comcast chat customer service (I hate calling those people) to inform them of my newly self-activated retail modem, and gave them the Serial no. They did some sort of "check" that involved me losing internet for a few minutes during the chat, and then the chat resumed. That chat lasted about 10 minutes. I took a screen shot of the chat, and also printed it, to prove that this is retail modem, and not a leased modem, in case Comcast decides to charge me a non-returned equipment fee if I decide to cancel one day (I’ve heard they like to do that).12. Made multiple copies of my modem receipt and made sure to save the Amazon purchase email, for same reason noted in previous step.13. After I had the modem a few weeks, I registered the modem with my 3-Year Square Trade PC Peripherals Protection Plan via the Login link that was in the Square Trade email purchase confirmation. I did not upload the modem purchase receipt yet - that’s not required, but I’ll do it when I get to it, as it can serve as a backup if I lose my receipt.14. Kept the leased modem for a couple weeks to ensure that everything worked ok. Then I returned the leased modem to the nearest UPS store, in which Comcast has recently partnered with to provide customers the option of returning Comcast equipment for FREE (yay !!). The shipping is free and you do not need to bring packaging. Just fill out your account info as requested (bring a recent bill with you), double check they enter the serial number correctly, MAC address, etc, and get a tracking number. I WILL KEEP ALL PAPERS FROM UPS FOREVER AND EVER to prove that I returned it. Confirmed that the item was delivered via the tracking number and printed out the delivery confirmation. AGAIN, I’M KEEPING THIS PAPER FOREVER AND EVER.15. Decided not to do the TCP/IP configuration as instructed in the user guide, as everything is working fine.Cheers

This is a very good modem if you want to replace your existing modem from Comcast and get rid of your monthly bill. It is listed in the acceptable modems on their website, so don't let them tell you they can't activate it. The instructions were super easy to follow and the setup/connection part was a breeze. However, dealing with Comcast was an absolute nightmare in getting them to activate it.I called the activation department at (800-931-0790) instead of the regular Comcast number that you sit on hold forever. This number gets you right through to the department. Anyway, I had everything connected correctly and just needed the activation. The first rep was very nice and tried a couple of times to get it to activate. She even got a supervisor to help. Then after about 30 minutes she told me that their "activation system" was being rebooted and that I should call back in an hour and they should be able to set it up.I called back an hour later and went through the same drill. Having to give all of the serial numbers, etc. off the modem again. Same routine, the rep couldn't get it to work, called in the supervisor. He told me the same thing that the "activation system" was being rebooted and to call back in an hour. At this point I was not happy, wasted most of my Saturday trying to get this running. No internet, no phone. Grrrrrr!!!!! So I told the rep my frustrations and was told that I could call back later or I could take the modem to Comcast and they could scan in the bar codes on the back of the modem and it would be activated.Well since I was going to Comcast to return my old modem I decided to take it along to have it scanned. Boy, did I ever look like a fool. The guy behind the counter told me there was no way they could scan it into their system since it wasn't a Comcast product and he couldn't believe that one of the reps told me that. I told him about the "activation system" being rebooted and he laughed at me. He said they just told me that to get me off the line. I was really, really upset by this point. I couldn't take it any more and decided to wait until Sunday to calm down and try it again. At least I had cable to get me through the day.So Sunday morning came around and I called the activation department again. I got another rep who was able to get through most of the activation. I listened to her breathe in my ear for 10 minutes while waiting for all of the lights to turn on on the modem. Then she told me that I should do a reset on the back of the modem. I did that and listened to her breathe in my ear a little while longer. Then she decided to end the call by telling me she would call me back in 20 minutes to see if all the lights were on and if everything is working. (Today is Tuesday and I'm still waiting for that call back.)After I got off the phone with this rep I rebooted the modem about 5-6 different times throughout the day. I remembered one of the other reviewers saying they did that. Finally, all of my lights stopped blinking and I had internet and phone by midafternoon on Sunday. What a waste of my weekend, but at least now I can save some money from Comcast.I don't understand how a company the size of Comcast can have so many unqualified reps working for them and the runaround lines that they give you to get you off the phone. It's terrible. I'm happy with the modem so far, no problems and I had great service from the seller.