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Forum Discussion
C3700 Firmware Update
I have a C3700-100NAS N600 Cable Modem with firmware version V1.01.11. I can not establish a PTPP VPN connection to my office. It appears that there is a newer firmware version (2.02.08) that suppo...
Count me in as another frustrated customer (who is planning to return this device unless Darren has advice other than "The ISP pushes out the FW...")
Tried to update the firmware on my C3700 only to find on Netgear's support site that it must be pushed by my ISP, which is Comcast. Fine. Called them and finally got it escalated to Tier 3 support, only to be told they don't have the authority to flash a device that I didn't get from them and to be told by that person's (non-customer support saavy) supervisor Scott that if you plan to buy the product yourself, you need to support it yourself. Which, of course, you can't do because Netgear software (for this device) has no Update Firmware option and says the ISP needs to do the update. Unacceptable.
When I buy a product because it suggests it is compatible with an ISP, I expect it to be fully compatible with that ISP. Meaning the product manufacturer and ISP don't put their customers in a support Catch-22, including being able to upgrade it to the firmware level you claim the ISP supports (but won't help me download).
Update:
Reached Comcast again and, as is usually true when dealing with them, it turns out you have to try and try again.
To recap, I was seeing bad wireless download/upload rates, excessively delayed webpage loads, and connectivity issues. I had been using Comcast's modem/router before with no issues so, after seeing the C3700 was still on V1.01.11 and that the current version for Comcast was V2.02.08, it seemed reasonable that the C3700 was performance limited by its old firmware running on the unit and that the first step (as I've done in the past) is to update the firmware.
After getting essentially nowhere with Comcast the first time (even though it got escalated to Tier 3 support), I called again and went through the first two tiers of troubleshooting. When I explained that what I still needed to ensure the device is running optimally is the latest firmware, they placed me through to Tier 3 support. The (very helpful, this time) gentleman I got only thought he could push their settings to it (as the prior Tier 3 person had told me) but said he'd check with the "Internet team" to see if anyone knew of a firmware push. He came back on the line to say, "well, I'm new to this team and I just learned something. There is a push of software that we can do and it should contain the latest firmware. Let's try it." A software push to the C3700, a power cycle, and about 3 minutes later my C3700 read "V2.02.08" for the firmware version. After about 1/2 day of running, I'm not seeing any of the performance issues I had been seeing.
What I find frustrating is that Netgear and Comcast have, through their Sales, Marketing, and Engineering teams, agreed to provide products that work together. How is it possible that it's not common knowledge among Comcast's (and other ISP's, according to other reviews I've read) top support levels that for at least this model, they have to push the firmware? I would think this is feedback that Netgear's team would want to take seriously since it is your product that is being undermined and then the bad reviews follow. In other words, quit saying "it's the ISPs responsiblity" and REMIND them it's their responsibility. Escalate it.
Second, why not just publish the firmware like in the past? If Comcast's version is V2.02.08, give me that version, let me download it, and call Comcast if there are any issues.
I will post another update after a week of running the new firmware, but all looks good right now...
Update: It's been a week and, other than two measurable slowdowns that I suspect were Comcast bandwidth issues, the modem/router is performing well. I haven't had any connectivity issues either. I had some issues when "connected automatically" to the router before the firmware upgrade whereby I'd have to disconnect and reconnect on power up of my laptop, but those have disappeared after the update to V2.02.08.
I'm getting the same run-around from Comcast/Xfinity regarding the c3000/c3700 modem/router. I have the c3000. They claim that they don't "Push" firmware to users, it's Netgear's problem. Please collaborate with Comcast and give us a link from which we can download the firmware so we can install it ourselves. Whether it's a link on your server, or on Comcast's, we should be able to access it from somebody.
Hello Grouch1357
It does not work that way with cable companys any brand modem that you have goes through the same process they have to send the FW to the ISP and then they approve it make any changes needed and release it on there own schedule no way to do a manual update.
DarrenM
