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user_rq5n5g
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Sunday, January 28th, 2024 6:21 PM

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Help with updating firmware

Hello, 

Can an Xfinity employee push an update to my gateway? I’m using the Arris Surfboard G36 and I’ve been having WiFi issues since I installed it 3 days ago. Arris said firmware version 1.05, which was rolled out last year, is supposed to resolve it. I’m still on 1.04. Please help if you can. Thank you. 

Question

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Updated 

1 year ago

791

3

0

XfinityPeterH

Official Employee

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1.8K Messages

1 year ago

@user_rq5n5g your device manufacturer should be able to help you update their firmware. We do not have the tools for completing 3rd party firmware updates. 

5

0

JediChrome

Visitor

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6 Messages

@XfinityPeterH​  this is absolutely _NOT_ true.  It is the responsibility of the ISP to push out certified firmware updates after they receive them from the manufacturer. I'm astounded to see this disinformation being sent out by an official employee and it makes me question if updates are being done properly across the network.

1 year ago

0

user_noname

Contributor

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168 Messages

@XfinityPeterH - 

@JediChrome is absolutely correct, Xfinity is pushing/deploying the approved Firmware to the CM connected to their CMTS's.

Below is the response received directly from the CM manufacturer:

"Thank you for contacting technical support.  The latest firmware for any of our modems or gateways is going to depend in the internet service provider.  Every new firmware release from our engineering team must be submitted to every internet provider for testing and evaluation.  Then they will make the decision whether to release it to customers or not.  So there is a disparity among various internet providers for what our latest firmware version is for that specific ISP.  So, your ISP might be able to answer that question better for you."

1 year ago

0

EG

Expert

 • 

110K Messages

Darn echoes......

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? Please mark an Accepted Answer!tick
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? Please mark an Accepted Answer!tick
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? Please mark an Accepted Answer!tick
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? Please mark an Accepted Answer!tick

1 year ago

0

user_noname

Contributor

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168 Messages

@EG​ - Perhaps they will learn not to post misinformation . . .

1 year ago

0

EG

Expert

 • 

110K Messages

It's really not necessary to keep on parroting things that have already been said......

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? Please mark an Accepted Answer!tick
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? Please mark an Accepted Answer!tick
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? Please mark an Accepted Answer!tick
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? Please mark an Accepted Answer!tick

1 year ago

0

EG

Expert

 • 

110K Messages

1 year ago

@user_rq5n5g @XfinityPeterH 

It's the ISP's responsibility to update the firmware of straight cable modems and combination modem / router gateway devices (such as the G36) whether they are rented from them or they are customer owned third party devices. The manufacturer supplies the updated firmware to the ISP, the ISP does their own in house testing of it, then pushes it out to the devices through their systems.

(edited)

0

EG

Expert

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110K Messages

1 year ago

0

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