Firmware updates for owned combo modem/router

[Andrewmonte56]

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?

[EG]

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

[Andrewmonte56]

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]

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

[Andrewmonte56]

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