Arris TG862G Modem won't work with Messages

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Level 1

11 points

Arris TG862G Modem won't work with Messages

Here's a very strange and frustrating bug for you! A friend of mine was having trouble with her iPhone 5 using iOS 6.0.1 and Messages. She could send pictures via Messages, but only when not at home. After days of troubleshooting, we finally discovered that the culprit was her Comcast provided Arris TG862G cable modem. This particular modem is newer with telephone and wireless capabilities. For whatever reason, pictures can not be sent through Messages using that modem. Works fine through email and 3rd party apps, works fine on cellular data, but will not work on wifi provided by that particular modem. We tested various setting changes and resets, plus other modems and they gave us no trouble! Anyone else experience this one?

Posted on Nov 6, 2012 1:18 PM

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Answer 1

CRMDVM

Level 4

1,369 points

Nov 6, 2012 2:22 PM in response to Skip Kelly

Did you try changing the Arris password to a simple 8 character password - I have found that Apple products like this better - it may be an authentication problem with the long Arris password and photos.

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Answer 2

Skip Kelly Author

Level 1

11 points

Nov 6, 2012 2:26 PM in response to CRMDVM

The Arris modem was just being used as the modem with no security. She's using a Linksys wireless router and I tried changing the security settings to see if that was causing the problem as well. It used to work with this configuration when she was using her iPhone 4 and iOS 5.1.1. The problem seems to be specific to iOS 6 and/or the iPhone 5.

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Answer 3

CRMDVM

Level 4

1,369 points

Nov 6, 2012 2:38 PM in response to Skip Kelly

Thanks for that info - so the Arris is now a dumb modem with no wireless? - since the iPhone defaults to WPA2 personal security, did you already change the Linksys to this and simplify the password?

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Answer 4

Skip Kelly Author

Level 1

11 points

Nov 6, 2012 2:43 PM in response to CRMDVM

Yes, the Arris was just a dumb modem. I tried changing the Linksys security to WEP, WPA2 with various passwords and also turned it off entirely. No change.

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Answer 5

CRMDVM

Level 4

1,369 points

Nov 6, 2012 2:54 PM in response to Skip Kelly

Yes - very weird - and it sounds like you know what you are doing - so unless Comcast and Arris have an answer I don't know what to tell you - what would be interesting is to test it with an Apple Express and see what happens - sorry I couldn't help.

Regards,

Charlie

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Answer 6

Skip Kelly Author

Level 1

11 points

Nov 6, 2012 3:08 PM in response to CRMDVM

Thanks!! I appreciate your time!

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Answer 7

Feb 12, 2013 9:13 PM in response to Skip Kelly

Updating my family's iPhone 4 and 5 to IOS 6.1 solved the iMessage problem for me using a Comcast / Xfinity Arris TG862G/CT all in one cable modem / router (gateway) / Wireless Access Point (WAP). It also solved a similar problem accessing Chase Mobile (Banking) app on both iPhones via Comcast Xfinity WiFi; always worked fine over non-Comcast WiFi, 3G, and 4G LTE, just not Comcast WiFi.

Oddly enough the identical problem still exists with the Chase Mobile app on a Motorola Droid 4 running Android 4.0.4 over the same Comcast WiFi network, but works fine on other non-Comcast Wifi networks and over 4G LTE. I have already seen the finger-pointing on this between Comcast, Google, and Motorola on who is responsible. Kudos to Apple for resoling it with IOS 6.1 for iPhones.

Message was edited by: Gray Bison

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Arris TG862G Modem won't work with Messages