Andrewmonte56's profile

New Poster

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3 Messages

Tue, Nov 12, 2019 7:00 PM

Firmware updates for owned combo modem/router

I’ve been having this connectivity issue with one of my devices. I reached out to the manufacturer and they expressed that a firmware update would resolve the issue. The engineer I have been communicating with is adamant that Comcast has the tools to push out a firmware update that was provided by his company. When I call Comcast support they insist that only the manufacturers can do this. What makes this more frustrating is that I have found a few posts on this forum where Comcast support successfully updated firmware for people with similar issues. I am just sort of at a loss here, manufacturer is telling me one thing while Comcast says another. Can this be done or not?

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Responses

EG

Expert

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86.6K Messages

2 y ago

Only Comcast can push out firmware upgrades to gateway devices from the manufacturers once they have been tested and approved.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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3 Messages

2 y ago

Thanks for the reply. If it comcast can push it out then why is the tech support telling me they cant? She stated over and over again that it is an issue with the manufacturer and that comcast had nothing to do with firmware updates. It seems a bit dishonest.

EG

Expert

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86.6K Messages

2 y ago

I don't know why. I'm not a CC employee. I just know that is incorrect.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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3 Messages

2 y ago

Thanks for the response, guess I am just going to have to keep calling Comcast.

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