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How to update Firmware/Software on Motorola MG7700
I’ve been looking online everywhere and I can’t figure out how to update my firmware or software if it is even possible. I read somewhere my internet provider updates it (Xfinity) but I don’t know how to tell if they’ve done that. I feel like recently my internet hasn’t been performing as well and I just want to make sure I’ve done everything I can to keep it speedy quick.
current firmware is V1.0
software 7700-5.7.1.21
BruceW
Gold Problem Solver
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26K Messages
11 months ago
Unfortunately the company behind Motorola brand modems is struggling, and the product support links on its website seem to be broken.
For modems and modem/router gateway combination units like the MG7700, if you could find the user guide it would say something like:
Some gateway devices have two sets of firmware - one for the modem component, and another for the router component. For those devices the ISP always controls the modem component firmware, and the user controls the router component firmware. Since the support links aren't working I can't tell if that's the case for the MG7700 or not.
You will sometimes hear, even from Comcast employees, that they do not update customer owned equipment, but that is incorrect. Their systems automatically update all modem and modem/router units, whether customer-owned or Comcast rental.
Although that is sometimes a problem with firmware, it is much more often a problem with the connection between the device and Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your gateway (from http://192.168.100.1):
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If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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XfinityChristy
Official Employee
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1.6K Messages
11 months ago
@user_l1t6v5 Thank you for reaching out via our Xfinity Forums. Customer owned equipment is a bit out of my wheelhouse, but have you had a chance to review what Bruce provided above?
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