Reply
New Visitor
jkohlhepp
Posts: 2
Registered: ‎03-08-2013

Arris TG852G - Can't connect to a site on a Mac

Hello,

I am unable to connect to a certain organization's website while using the Arris TG852G router on my Mac. I am able to access the website just fine from my PC. The organization has stated that it is a known and somewhat widespread issue where Comcast Mac users using the Arris TG852G are unable to connect to their website.

 

I have located this article stating that there is an issue with this router and using 3rd party DNS:

http://mydeviceinfo.comcast.net/device.php?tier=-1&devid=296&e=0&d2=0&d3=0&s=&so=&sc=342

 

It states: Comcast has identified a software defect on the Arris TG852 and TG862, which may cause problems for a small number of users attempting to use third party DNS services. Arris and Comcast are working to correct this issue and will deploy updated device firmware to resolve the issue. If a customer does not wish to wait for the updated firmware, the customer may go to Connectivity and Modem Help to arrange to have a replacement device provided at no cost to the customer.

 

Is there any way around this as of now besides getting a new router? That is not an option for me. This alert for this router has been up there for a very long time. Is there a certain DNS I should try? Does anyone have any suggestions?

 

Thank you very much.

Connection Expert
EG
Posts: 44,212
Registered: ‎12-24-2003

Re: Arris TG852G - Can't connect to a site on a Mac

[ Edited ]

See this official post post from a CC employee;

http://forums.comcast.com/t5/Home-Networking-Router-WiFi/Arris-TG862G-and-RaLink-chipset-incompatibi...

"My advice is to chat with a rep @ https://www.comcastsupport.com/chatentry/. Point them to the notice @ http://mydeviceinfo.comcast.net/device.php?tier=-1&devid=318&e=0&d3=0&s=d&so=1&sc=509 and ask them to ship you a replacement."

 

This applies to the 852 as well.

Bronze Problem Solver
Paraniod
Posts: 1,630
Registered: ‎06-15-2009

Re: Arris TG852G - Can't connect to a site on a Mac

[ Edited ]

The only suggestion we have had on here from a Comcast employee, was to go on the "live chat" and point them to the link you show above and ask them to send out a replacement free of charge.

 

If that fails, Email   we_can_help@comcast.com

 

Include name, service address, account number, the link to the problem and a good contact number...They usually call within a couple of hours...Good Luck!

 

(Did it again...My apologies EG).

Connection Expert
EG
Posts: 44,212
Registered: ‎12-24-2003

Re: Arris TG852G - Can't connect to a site on a Mac

No need for apologies buddy ! All relevant help is good !!

 

New Visitor
jkohlhepp
Posts: 2
Registered: ‎03-08-2013

Re: Arris TG852G - Can't connect to a site on a Mac

Thank you for the helpful replies. Do you have any idea why this only occurs on a Mac and not a PC?

Connection Expert
EG
Posts: 44,212
Registered: ‎12-24-2003

Re: Arris TG852G - Can't connect to a site on a Mac

I don't. We are just fellow customers like you.