Modem gets software upgrade errors and reboots

So I recently signed up and use my own modem, a SB8200 but it's not taking the new firmware being pushed out. My modem logs show, "SW upgrade Failed after download - Incompatible SW file". From what I've read mine is too old to go to the latest and needs at least one in between. How can I get someone to look into this and help get this all taken care of?