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

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.

Guide to installing/replacing

your Home Phone Arris

TG2472 modem

Coaxial Unlocking

Tool*

Canada Post Return

Label*

*Unlocking Tool and Return Label only provided for modems that are being returned.

Installing/replacing your new Home Phone modem

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.

Connecting your telephone to the modem

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.

Obtaining your Wi-Fi credentials

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.

Connecting your Internet service

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.

To confirm that your Internet connection is working, connect your

wireless device to the Wi-Fi using the provided name and password.

Obtaining your phone number

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

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

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.

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