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Firmware update needed

Frequent Visitor

Firmware update needed

Can a Comcast employee please update the firmware on my Netgear C6300. I have the MAC address and the phone support says it’s not their job to support third party routers/modems. But the Netgear website says it is, and other posts on here show that Comcast does push the firmware updates to third party routers/modems.
Expert

Re: Firmware update needed

Their system automatically keeps the firmware updated for modems and combo gateway devices with the latest versions from the manufacturers.



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Frequent Visitor

Re: Firmware update needed

Not if it’s a brand new modem that isn’t on the current firmware. The firmware mismatch is causing my modem to not be able to go online to the Comcast network.
Expert

Re: Firmware update needed

The device will pull the most current firmware load that is queued on the system the very first time it is connected to a live Comcast signal feed and is powered on.



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Frequent Visitor

Re: Firmware update needed

Modem/router has been plugged in, connected to the Comcast signal, signal is good, and powered on.  Modem/router has been setup with Comcast. You can send the restart signal and ping the modem. It talks to Comcast. Firmware has not been updated. 

Expert

Re: Firmware update needed

Can you browse to websites ?



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Frequent Visitor

Re: Firmware update needed

No. 

Expert

Re: Firmware update needed

Are you certain that it has been fully activated for service by them ?



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Frequent Visitor

Re: Firmware update needed

Thats what they tell me. Spent almost 8 hours on the phone with them and Netgear about this. 

Expert

Re: Firmware update needed

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. 

You should get a reply here in your topic. Good luck !



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Frequent Visitor

Re: Firmware update needed

Thank you!

Official Employee

Re: Firmware update needed

Hello UpdateFirmware9, thank you for reaching out here and welcome to our forums.  Firmware should be automaically updated as stated above but I would like to help review your modem and services further on my side and help troubleshoot further.  Please send us a private message with your full name to begin.

 

Thank you


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