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user_vj90zj
1st Topic

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Saturday, December 23rd, 2023 2:13 AM

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Force Firmware Update for third party modem.

I have a third party modem. The current firmware is the most recent but I have reason to believe it has been compromised.

I need xfinity to force the update push for the firmware. The staff says "We don't handle the firmware update for third party modems" but that is incorrect.

How can I force xfinity to reinstall the firmware on the modem? I've tried factory reset, that does not re-install the firmware.

I would like to avoid buying a new modem.

Question

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Updated 

1 year ago

1.5K

3

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flatlander3

Problem Solver

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1.5K Messages

1 year ago

Which exact model number modem and firmware version?

Why do you suspect a compromise?

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XfinityJoshuaG

Official Employee

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331 Messages

1 year ago

@user_vj90zj We actually have a link here that covers it. If you don't have an Xfinity xFi Gateway, you'll need to periodically check for firmware updates. Generally, you can check for these updates through your router's administration site. For specific instructions, please see your router's user guide.

If we have your updated firmware we do so automatically but have no ability to just manually do so as it's done so by our system by itself.

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forumuser1948

New Poster

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3 Messages

I have this same concern. I have an Arris G36 device, and there is a known problem in the current firmware that Xfinity knows. The current firmware is

AR01.04.028.01.01_040121_724.NCS.20.X2. The update is AR01.05.020.04.01_083123_735.NCS.20 , which Xfinity has, but needs to push to these devices. 

1 year ago

0

XfinityJanelle

Official Employee

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1.5K Messages

@forumuser1948 Thank you for reaching out on the Xfinity Community Forums. Information provided by XfinityJoshuaG should assist you with your concern. You would need to check for updates through your equipment admin. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

purpleroc1

Visitor

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1 Message

This is not the case. I also have an Arris G36 and have been told by ARRIS that the firmware updates are sent to the broadband providers to test and configure to their networks. Then the providers are responsible for pushing the updates. I can't access Windows updates and most other Microsoft services, in addition to other random web sites not functioning properly using Xfinity Wi-fi, including some paid sites. This is really more than an inconvenience that should be easy to fix by Xfinity, but they want us to use their gateway. 

1 year ago

0

XfinityBenjaminM

Official Employee

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2K Messages

@purpleroc1 Hello! Thank you for reaching out to us here. We appreciate your input and we would suggest searching for the firmware update if it is not updating by itself. As mentioned in previous responses, we do push these firmware updates to our own hardware to minimize conflicts as much as possible. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_53gmsu

1 Message

DOCSIS standards dictate that the service provider must distribute firmware updates to cable modem devices.  The end-user cannot simply install an update like most other network-enabled devices. ARRIS develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  ARRIS has limited control or visibility on distribution by the service providers.

1 year ago

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forumuser1991

1 Message

1 year ago

We've been having connectivity issues for a long time and after doing some research I come across that I am reliant on the honor system for Xfinity to do the right thing and push a firmware update to my owned router/modem.

Xfinity: When is this getting fixed? The firmware was pushed to you guys November 2023. I paid $400 for a piece of equipment that is certified to work. I will switch to WOW before I lease one of your modems. I really don't know how this isn't considered a conflict of interest...

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XfinityMarcus

Official Employee

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1.4K Messages

forumuser1991, thanks for reaching out today and using the Community Forums. I would be more than happy to check into what options we have available for your equipment. Have you already attempted to get in touch with the equipment manufacturer?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

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