We have been trying to get Netgear to update our firmware from 1.02.04 to the most current 1.02.06. When we called Netgear support, they not only blew us off about the issue, but tried to blame our internet provider. Our internet provider says that it is Netgear's router, and therefore they would not have access to their system to make the update. Our internet provider also informed us that it sounded shady that they are not honoring their hardware warranty, and not acknowledging the issue. We called Best Buy where we bought it last year (July 2018) and they said that it sounds like we got a "lemon". Does anyone have any ideas to resolve this issue since Netgear is clearly not going to honor their warranty? Has anyone else had problems with Netgear?

Welcome to the wonderful world of cable modems. What’s the latest firmware version of my NETGEAR cable modem or modem router? | Answer | NETGEAR Support If your firmware is outdated, you cannot manually upgrade your cable modem’s or modem router’s firmware. You must contact your Internet service provider (ISP) to upgrade your firmware. Is there anything wrong with the cable modem that needs fixing? Or are you just worried ab out the firmware? If there is nothing wrong with your router, then Netgear may be reluctant to replace it. As you have been told, firmware on cable modems is beyond Netgear's control. That is the law as laid down by the Internet service providers. That you cannot update it yourself is not a defect. It is as designed. If your ISP does not want to help, your beef is with it. The ISP probably just wants to rent you an expensive modem that it can control. It sounds like Best Buy does not understand this and is giving you dud information.

Head to my.netgear.com -> My Account -> My Support -> Replace my defective product Paste as much information as possible ref. the "lemon" information from Best Buy, the browen Web UI, ... In general, Netgear does not make firmware available for these devices - firmware is approved and pushed by the Cable TV ISP -> What’s the latest firmware version of my NETGEAR cable modem or modem router?

Hello,Thank you for the advice. I will do that. Our internet provider has told us that because our router is a netgear product, they should be the one to resolve the firmware update. If it was the internet provider's router, they would just swap it out. So why is Netgear pushing back on helping us resolve this issue when it is still under warranty? Thank you,Kalie

There is no "replace my defective product" listed here.

Nobody said it's under My Products.Head to my.netgear.com -> My Account -> My Support -> Replace my defective product

C7000V2 | NETGEAR Communities

13 Replies

schumaku
Guru - Experienced User
Mar 31, 2019
Head to my.netgear.com -> My Account -> My Support -> Replace my defective product

Paste as much information as possible ref. the "lemon" information from Best Buy, the browen Web UI, ...

In general, Netgear does not make firmware available for these devices - firmware is approved and pushed by the Cable TV ISP -> What’s the latest firmware version of my NETGEAR cable modem or modem router?
- douglasskalie
  Tutor
  Mar 31, 2019
  Hello,
  
  Thank you for the advice. I will do that.
  
  Our internet provider has told us that because our router is a netgear product, they should be the one to resolve the firmware update. If it was the internet provider's router, they would just swap it out. So why is Netgear pushing back on helping us resolve this issue when it is still under warranty?
  
  Thank you,
  
  Kalie
- douglasskalie
  Tutor
  Mar 31, 2019
  There is no "replace my defective product" listed here.
  - schumaku
    Guru - Experienced User
    Apr 01, 2019
    Nobody said it's under My Products.
    
    Head to my.netgear.com -> My Account -> My Support -> Replace my defective product
FURRYe38
Guru - Experienced User
Aug 18, 2019
If your not getting what you expect from the modem, I would find a different modem or ask NG for a RMA.

ISPs ARE responsible for any and all FW updated on modems connected to there systems. Either there modems or user bought modems. Be aware that some ISP may not update FW on user bought modems.

I recommend getting a stand alone modem and a external router. Then you can manage the router yourself, and have less worry about the modem.

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C7000V2