Sunday, January 22, 2012

Comcast Xfinity Internet and Arris TM722G Voice Modem DOCSIS 3.0 Self Install Unboxing

Below is my unboxing experience with the new Comcast Arris TM722G EMTA Internet Voice Modem. The Modem is DOCSIS 3.0 and supports Comcast's Triple Play service (TV, Internet and Voice). I'm not a big fan of paying a $7 per month rental fee in my area, so I purchased a modem from the Best Buy in Crystal Lake, Illinois for $149. I paid for the modem at Best Buy. It took the representative a couple minutes to set things up so I could check out at Best Buy.


Once at home the unboxing began.

Pretty box on the outside with all kinds of Comcast Xfinity branding.

List of the minimum requirements to install. You do need to have a working triple play service setup or an appointment to have the voice installed, if you don't already. It took the technician quite awhile to set up my voice lines (trips to the various phone and cable boxes) and verify it was working correctly.

Back of the Arris Touchstone TM722 Comcast modem box.

Open box with the modem underneath.


All the contents of the box, TM722G/CT DOCSIS 3.0 Internet and Voice Modem, Instruction packet (very thick), Li-Ion Battery, assorted cables, and power cord. Yeah -no extra power brick.


Modem itself was just packaged in an anti static back. It is surprisingly light without the battery. The unit has rubber feet so it can be set flat or vertical. The dimensions of the box are 2" by 9" by 7-1/2" deep (allow more depth for cables and power out the back).

Here's a view of the connections out the back of the Arris TM722G modem. Note there are connections for two analog phone lines, a reset button (there is a sticker over the phone lines and reset button), cable connection, power cord, and push button to get to the battery on the bottom of the eMTA DOCSIS 3.0 modem.

Backup battery in the package. This is the battery that keeps your phone up during a short power outage. Since it's Li-Ion I would expect it to have a good lifetime. The Comcast technician said he's not had to replace one yet.


The shape of the battery is a very proprietary design. It is made to just fit in the compartment of the Arris modem. It's approximately 1-1/2" wide by 3/4" thick, by 7" long. It also doesn't weigh a lot. Not compared to the lead acid batteries in my UPS's.

The battery model number is listed as BPB044S and Product ID 718005. 8.4 VDC with a life of 4400 mAh. Charging current is listed as 0.115 Amps. Seems like a pretty decent backup. The installer said the backup was in the neighborhood of 8 hours. My networking equipment is on battery backup anyway, so in combination I should get long life.

Here you can see the proprietary battery connectors.

Here you can see the loop of yellow tape that allows you pull out the battery if you needed to replace it.

Little warning message not to remove the battery. Use the reset button (located by the cables in the back) if you want to power cycle it.




Above are the coaxial cable bundles that are included wit the package. They were quite generous with the 20 foot cable. For my installation I didn't need any of this, since I was replacing an installed Comcast TM402P Arris DOCSIS 2.0 modem.







General wiring instruction for the Digital Voice modem.

Wall Mounting template instructions. The Arris Touchstone TM722 has slots to wall mount the modem. This sheet has a template to put in screws so you can wall mount it. The screws were not included.

The installation of the modem was pretty simple. I called the Comcast number for activation of the new modem.

  1. I gave them the MAC address of this modem.
  2. The had me switch the cable and power from the old TM402P leased modem to the new modem (AC cords are the same).
  3. Then switch the coaxial cable. At that point the person on the phone could "see" my modem. He started pushing a configuration to it.
  4. After that started I switched the ethernet and voice over to the new modem. I chose to unplug my network ad have one laptop on the ethernet line for simplicity.
  5. He activated the internet portion and my laptop connected just fine.
  6. Last step was to verify that I got dial tone on the phone. Then Comcast placed a call to my voice line. 
Pretty simple and painless. The total call took about 20 minutes to switch from the leased modem to my modem. Hope this gives you an idea what the Self install process for moving from a leased triple play modem to an owned one can be like. I'd expect this modem to last at least 6 years like my old Motorola SB5100. PS - you can buy it on eBay now if you like.

52 comments:

  1. is this wireless alos?

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  2. No this one is not, I already had a couple wireless access points. No router either. Really just relaces a modem.

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    Replies
    1. David,
      can you provide the default password for the modem. i have one rented from comcast but need password to access modem for port forwarding my router. thanks

      Delete
    2. Comcast does not allow any web servers or FTP (SFTP and FTPS too) on their new "modem-routers"!

      But anyway here are the default credentials:
      Username: admin
      Password: password

      Delete
    3. I thought it was a wireless router. thanks for clearing that up on here. Great tutorial.

      Delete
  3. Someone has too much time on their hands.

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    Replies
    1. I love that response, my wife say's that to me all the time since i retired ha ha !

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  4. Davis, how long have you owned it? I try to get one but not success (in San Jose, Ca).

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  5. I just got the modem about 2 weeks ago (end of January 2012). This was something I just did, and decided it would be helpful to others if I documented what I got. Now knowing how easy the process was, I kinda wish I'd done it sooner.

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    1. Just went to Best buy in Schauburg, Il. They refused to let me buy it without a technician's appointment to install it. I told them that I knew of someone that bought the Arris modem in Crystal Lake and installed it himself, but he didn't belIeve me. I left there without purchasing because I have to get my internet back asap for work. I just called Crystal Lake to see if they would let me buy it without install. The girl told me that Comcast Connection is no longer at that Best Buy. In fact, Schauburg and Rockford are the only two left in Illinois. So I think you got lucky. I'm still struggling as to what to do. Thought you might like to know what I found out.

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    2. I just got back from Schaumburg's Best Buy. They wouldn't let me buy it without a technician installing it. I told them I knew of someone that bought it in Crystal Lake, but they didn't believe me and said that its not possible to get the phone set up without a technician at your house. I left and called Crystal Lake Best Buy to see if they would let me come buy it there. The girl told me that they no longer have a Comcast Connection there. The only two left in Illinois are Schaumburg and Rockford. Just thought I would update you. I think you got lucky. I am trying to figure out how to get it installed asap for work, but looks like I will be forced to get it installed by Schaumburg And wait a few days with Comcast in Best Buy.

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    3. Bummer that Comcast is changing things. It really was/is a great idea. Perhaps they'll start doing it another way... I'll check out the Crystal Lake Best Buy next time I'm there.

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  6. Thanks for posting this. It has been a bear trying to get information and I do not like leasing either. Seems Comcast has intentionally made it difficult. They obviously like the revenue stream from leasing.

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  7. Thanks for the post and responding to my query on the Comcast forum. I am still curious if anyone has been able to buy this in Feb 2012. They recently pulled them off the shelves in the Twin Cities. I tried to purchase the second week in Feb and they were recalled.

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  8. Thanks for your post, I live closer to Crystal Lake, IL, will check out this weekend as i have been leasing for about 5+ years. I know it is $7 now but don't remember how much i used to pay in the past but definitely must have spent over $500 just on leasing. One main reason was i just did not want to take risk as i work out of my home office 80% of the time.

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  9. I got a letter in the mail that my current cable modem "may not be able to receive the full range of speeds" and to call them to have a replacement sent out. I called and asked what the replacement would be and she said an eMTA modem so I looked it up and found this posting. Very nice - I assume I will be getting the same one shown (or similar) and is coming as a self-install.

    I actually have two modems - my own for interned and a comcast one for the digital voice (added later).

    Thanks,
    Gary Davis
    Webguild.com

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  10. I just purchased one of these. I have spoken with 8 different COMCAST employees about phone activation. They are all uniformly clueless - reps at two different Best Buys, people in the walkin COMCAST office and people on the phone including both basic responders and tech support. Internet was activated without a problem but the phone still does not work after hours and hours spent on the phone, waiting to take my call, waiting for activations and call backs that never occurred. Very frustrating.

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    Replies
    1. use router(or device connected to cablemodem) dhcp assigned comcast dns servers - obtained from router status webpage.
      open web browser and comcast activation process appears.
      you need your comcast account number and telephone number to complete the activation process.
      after activation the dhcp assigned comcast dns servers will automatically change but you may need to manually change the dns servers if you manually set the dns servers to do the activation process.

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  11. am in the process of going back to comcast after having FIOS for a couple of years. do they currently have an approved wireless router/modem combo, like i've had with fios?

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  12. I have this particular modem. I also have a netgear wireless router. After connecting the router and setting it up, I notice that when I go to connect wirelessly from my laptop, that there is STILL a network labeled "home" listed. The network that I created is also listed. I wouldn't have a problem with this except for the fact that the "home" network is unsecured!!! How can I secure the "home" network without interfering with the wireless network that I created?

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  13. After reading comments on various sites and talking directly to Comcast support about buying my own modem instead of paying the $7 rental fee, I went in to BestBuy in Chicago to pick up one. I explained to the Comcast rep on the phone I had both internet and phone and I wanted to install myself. Rep understood and said you can get it from a BestBuy that has a Comcast rep in the store. Got to the store and explained I had both services and wanted to buy my own unit. Comcast rep went into the back and grabbed the Arris modem, scanned it and told me I was ready to go. I got home, called Comcast to activate. After giving her the MAC address, she put me on hold and came back and said they should have never sold me this modem without a tech install. She explained if it were only internet it would be ok but since it was phone as well it REQUIRES a tech. She suggested I call the rep back to get the tech fee waived. I did just that and the rep at the BestBuy obliged and was apologetic. He didnt understand what the other person was talking about but scheduled a tech at no charge. Frustrated, I called another Bestbuy later and a different rep was also confused after I explained what had happened. He said they sell those modems all the time for people with phone service that want to do self installs and suggested I call to get a different rep. I did and this time the rep tried without resistance. She was having trouble 'seeing' the modem and asked for the serial # and all the associated MAC addresses. She was about to give up and suggested a tech come out when suddenly, the phone started to work but the internet did not. She said she was going to escalate to a higher level and would call back. Frustrated again, I told her I would just use the other modem and she claimed that would be a problem. They did not call back so I called them and they said it was still being looked at. The next day another rep called and said it should be fixed. When I went to the web, it kept redirecting me to Comcast's signup page and wanted me to enter my Acct # and Tel #. I kept doing that and it tried to activate the modem but kept coming back with a failure. Comcast said try it again and if I kept having problems to call them back. Get the **** outta here. Why call back, you can wait on the phone now! Anyway, I called another rep and surprsingly a reboot of my PC allowed me to surf. Bottom line, you can buy your own modem for $150 new and do a self install but depending on who you get to activate, it could be a breeze or it might be an all day adventure.

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    1. I recently changed over to triple play. I have had their internet and t.v. services for 15 years. I've had the cable modem since Comcast first came out with it. Then, the modem was $3 dollars to rent. I bought a Linksys the next month. Well, here it is 15 years later and I wanted to bundle my phone. The sales guy gave me a great price, now I see why. When the tech came out to install my $7 dollar a month modem, he had a hard time himself to get service activated. The first girl who he had on the line, hung up on him because she did not know what he was asking. HE WORKED FOR THEM!!!!! So, that does tell me that Comcast hasn't got their act together on training their agents on the use of the VOIP, internet and TV modems. For the moment, I can't find the modem described in this blog and the list he provided, doesn't show my local Best Buy has this support. But, I'm about to go down and check personally and if not, I'm going to call Comcast and ask them to come out and remove all their equipment. The great deal the saleman gave me, was very much misleading. I asked several questions when I went to sign up, so I feel the salesman knew what I was wanting to do, he just wanted to get the sale.

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  14. Thank you very much for sharing.

    I am a new subscriber of Comcast internet + voice in San Jose California. I bought a TM722G from Bestbuy store at Almaden Expressway and 85. Comcast rep scanned every barcode to activate it before I could checkout. Comcast rep may have different office hours than Bestbuy store. Make sure you call ahead before go to the store.

    Modem was installed by a Comcast technician who connecting my cable to their system. Everything was fine without any problems.

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  15. Bought my modem in Schaumburg. They recommended I get an appointment for installation (not mandatory). I advised I was going to set up myself. They said go ahead and if everything worked, just call and cancel the appointment. There would be no charge on my monthly bill. Only problem I had was no phone or internet, which was resolved after the third time I called Comcast for assistance. On the third call (a very nice and knowledged woman) figured out I had a router hooked up which needed to be powered down so it would be recognized. When I powered up up again, "wala", everything was on line and operational. Only thing different is "link lite" is flashing yellow instead of green like with my TM402P modem, indicating I am getting a slower speed. Haven't been able to get and answer from Comcast or Arris as to how to correct this. Called and cancelled my tech appointment with no problem.

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  16. Will this modem (Arris TM722G) work with other service providers like AT&T?

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  17. Will the backup battery - designed to keep telephony available during power outages of up to 8 hours - also keep internet access available?

    (To put the question another way, does the backup batter ONLY support telephony (and NOT internet access) during a power outage?)

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  18. Hi David,

    You sound like you know what you are doing. I have contacted Comcast a few times about this and they had no explanation. The "link" light on my modem is blinking yellow instead of green and they had no explanation of why except to say "Computer connected Yellow = USB 1.x or 10/100 BaseT Ethernet connected Green = USB 2.0 or 1000 BaseT Ethernet". I said my neighbor has the same modem, router and Comcast plan and their's is blinking green. Why the difference - they could not answer. do you know what causes the light to blink yellow instead of green?

    Thanks
    Gary

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    Replies
    1. I have this same issue on the Arris Model TM722G/CT which I bought from the Comcast rep at Daly City, CA Best Buy in October. There are 7 lights (1 separated from the other 6). The 3rd from the left is always blinking yellow. The 5th is now solid yellow, but if I disconnect the coax cable, it goes back to green for about a day. It's annoying and I can't find any documentation that explains what the 5th light represents. Any ideas?

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  19. How have you connected the ethernet LAN to your network through a router or a direct connection to the PC? If you are using the ethernet cable and it blinks yellow it means you do not have a gigabit ethernet interface but the older 10/100 BaseT ethernet connection. The 10/100 was the standard interface a few years ago so you either have an older router or computer hooked up to the Arris

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    Replies
    1. So, I have my connected through a wireless Netgear router which is probably 7 years old. Do I need to upgrade my router to have the proper GB interface? Will it always blink yellow until I have a newer router? I do not use a cable between the router and the modem.

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  20. Thanks for posting this. Just signed up today for Comcast phone and internet - already have their cable. I do not want to rent their equipment and will be buying my own. This gives me confidence that I can do it myself!! Thanks again

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    Replies
    1. Best of luck. I've been quite happy with it.

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  21. Glad I found your website David. I live in Huntley. I bought a Motorola SB6121 last week. However, it's just today that I opened it. LOL! I found out there is no phone port. Searched the web and found out that I should look for TM722G. Unfortunately, I called BestBuy Crystal 5 mins ago. I asked her if they have Arris TM722G. What she did is looked up bestbuy.com. She didn't find any. She also told me that if it's not in bestbuy.com, it won't be in their stock. Is that true?

    Do you know where I can buy Arris TM722G?

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    Replies
    1. According the Arris website (and the link above). The program with Best Buy is still in effect (but only at select locations). You have to talk to the Comcast kiosk inside Best Buy (they're actually staffed by Comcast employees). The list of all the Best Buy stores with kiosks is on the Arris website here: http://www.arrisi.com/consumer/ - there is a direct link to the list in my original article above -second paragraph. For you, since your in Huntley, IL the closest would be Crystal Lake, IL Best Buy.

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  22. What Mac address did you give to the person on the phone? My modem has these MAC address'
    HFC MAC
    USB CPE MAC
    MTA MAC

    Which address did you use? I gave all of these to her and she said she needed the C MAC and E MAC along with the MTA MAC. Any ideas?
    Thanks, Scott

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  23. I'm trying to purchase Arris 722TM cable modem but can't find anywhere in my area. Please advise if anyone knows where this can be found to support Comcast's triple play (phone/internet/cable). Thank you.

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    Replies
    1. To the best of my knowledge all the current locations are listed here:

      http://www.arrisi.com/consumer/_docs/ARRIS_Modems_Comcast_Xfinity_Best_Buy.pdf

      From the link at the top of the article. If you find that's not the case - please let me know and I'll make a change to this blog article.

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  24. Just Bought TM722 from Best Buy. I currently have rented phone modem connected into wall jack and all house phones work. The new TM722 has a big warning not to connect the telephony modem directly to the house telephone jacks and to call installer. Is this true? How else would I connect all the house phones?

    Thanks

    Jeff

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    Replies
    1. I think what they are trying to avoid is connecting the modem to a phone line that is still connected to AT&T. What they don't say is disconnect your house wiring from AT&T at the Interface Box where the outside line connects to the inside line. Having done that you can safely connect your house wiring to the modem. The disconnect is usually done by pulling the modular jack inside the Interface Box and letting it hang. The male jack is connected to the inside wiring. The female socket is the AT&T wiring. If you don't have an Interface box you may need additional help.

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  25. Dave, thanks for explaining it. Looks like it's off the BB for the TM722G since no one else seems to carry them

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  26. Dave, thanks for the blog. Anybody have a suggestion on how to get my phones ringing again. I bought the above-mentioned cable modem to save money on the rental fee. When I plug a phone cord from the modem to the wall, I get a dial tone but no ring if someone calls me. If a phone is directly connected to the modem, it will ring but not if I try to "power" the whole house. I didn't change anything but the modem, but I have tried different cords going to the wall just to remove that possibility. Any ideas?

    Robert

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  27. Comcast came out this morning. Said everything looks fine, he guessed that I have a bad modem. If I wasn't clear above, everything worked fine with the rented modem. But with the purchased modem, I get dial tone, I can call out, I can receive calls but only if I know they're calling because the phone(s) do not ring.

    Robert

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  28. Thanks, Im getting ready to replace my rented with an owned modem.

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  29. Any updated info on this?

    Long story short-I purchased from Best Buy around 08/2012. Around 2/2013 determined the emta was defective. Had to return it to Best Buy. I could NOT exchange it, as none of the Best Buys in my district have any, and according to customer service, has been deleted out of their system. There is not even a location on the shelves for this product anymore. Unfortunately now I don't have a choice but to rent my emta.

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  30. I am having the same "no ring" scenario. I recently added our phone to a Comcast bundle and I am wired in the same way with a phone cord from the modem to a phone jack. I am using the rented modem supplied by Comcast. With this configuration I get dial tone on all of the phones in my house and I can successfully dial out but when someone calls, none of the phones ring.

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    Replies
    1. I solved my "no ring" situation. Taking a queue from the January 29th post above, I disconnected the AT&T service line at the Network Interface Device (NID). It is a gray colored plastic box that connects to your house. The phone company gives you access to one side of the box. I simply un-plugged the line and that solved the problem.

      Delete
  31. Hi,Today i just booked my comcast-performance.I want to purchase a modem with wifi.
    My requirements are ,i will do video chatting,work from home and see live tvs.
    I will connect vonage phone also.Will you please suggest me a product?
    budget -50 - 70 dollars
    My mail id is rinold83@gmail.com

    ReplyDelete
  32. I wanted to add my recent experience with xfinity. I currently run a phone and an 8 way wired router off my modem with another wireless router. This supports the 7 or 8 computers we have in addition to smart phones and kindles. Xfinity had an offer to swap my modem for a newer faster one. The switch should have been seamless. Right. Just 3 simple connections, the phone jack, cable and internet connections and reboot the router. There is also an automated number to reconfigure. Well after many hours of phone calls and needless waiting I finally gave up and just put my old modem back in.

    I worked in DP programming my entire career and for the life of me all these guys are good at is developing automated and confusing answer menus. There must be a better way to upgrade a modem.

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  33. Just had a successful installation of the Xfinity Internet and Voice Self Install Kit with an Arris TM722G/CT. Having read comments on this and other blogs, I was concerned about how it would go. Have been a Comcast Triple Play customer for 2.5 years, accessing Internet via an owned Linksys modem, and accessing VOIP via a leased Arris 602 EMTA modem. I ended up having a two-part provisioning. My first call to Comcast lasted about 40 minutes (at least 10 min for my asking clarifying questions), and my Internet connection was finally established on the 722 (after about 5 attempts by the tech at remote restarting of the 722). Since I was using the existing EMTA for the call, I had to end the call so I could attach the phone plugs to the new 722. Regrettably, the Tel 1 & Tel 2 lights on the 722 were dark, no dial tone, evening after performing a hard reset on the back of the 722. I assumed that was perhaps because my old 692 EMTA was still hooked up at Comcast. So I reattached one line to the 602 EMTA to call 1-800 COMCAST again, this time asking for a VOIP provisioning for the new 722. That took only about 10 minutes, ending because when the VOIP provisioning was activated, the old 602 EMTA was disabled. The tech called me on my home number in just 2 minutes, proving that the new 722. VOIP was now working. I've already noticed a marked improvement in download time, taking advantage of DOCSIS3.0 ability to deliver the Comcast PowerBoost I've been paying for all this time. So, in conclusion, I'm a happy camper, especially since the downtime was more limited than I had feared, plus improved Internet speed!!--Charles Brewer, Locust Grove, VA

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  34. The modem is available at Amazon for $165 - as of July 2013...in case anyone is still interested:
    http://www.amazon.com/Arris-Tm722g-Cable-Modem-Docsis/dp/B0056NRU3G

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  35. what number under the modem you use for Comcast to connect to internet?, and do you have to put a zero in front of serial number

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  36. Necro post but wanted to add this bit of info for those looking to do this as of early Feb, 2014. I called the Comcast Rep at the Best Buy in San Jose, CA and they pulled the TM722G Arris modem Xfinity install kit from the stores a couple of months ago. Call the Best Buy in your area to make sure but it's currently not available here in my area. The rep said that Best Buy will bring in a newer version of this eMTA Docsis 3.0 modem, but no timeframe was projected for its arrival.

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