NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
CM1000V2 Suddenlink
Hello,
I am having a problem with my CM1000v2 Modem. To me it appears that the firmware is too "new" compared to the firmware that is supported by my ISP (Suddenlink of course). Has anyone had any luck getting them to push the correct firmware or even have Netgear provide instruction on how to do so? Or am I basically S.O.L until they are finally up to date on their supported firmware? Bascially I'm only getting 20mbps while paying for 150mbps. Four different modems have been used, the first was a motorolla and it got 150mbps, but would constantly drop connection, the 2nd and 3rd were arris surfboards the first was unable to be detected on the line, and the second would only get 1-5mbps down. Finally the CM1000v2 came along and keeps a strong and constant connection with only one problem, it will not go above 20mbps down and 2 up. The speed tests made it appear to be provisioned wrong, but 5 customer support reps and many hours in chats have lead to nothing. Two techs have come out and checked lines with no findings. One did re-do the RF connector as it was a little mangled which cleared my signal a bit, but other than that it looked good. The last thing I can think of is the firmware. Netgear firmware lists shows that V7.01.01 is supported by Comcast, but V1.01.03 is supported by all others. Well of course, my modem is on V7.01.01. If Suddenlink won't update these properly, why has a mass FCC complaint not been launched against them for this? They are forcing you to rent which is pretty much illegal from the article I read where "Charter was punished by the Federal Communications Commission because it had spent two years preventing customers from using their own modems. As a result, the nation’s second-biggest cable company must now follow a shortened testing procedure to verify third-party modems and file compliance reports every six months detailing its efforts to let customers attach their own modems to its network. The company also had to pay a $640,000 fine." Is there anyway whatsoever to get my own modem working? And yes an FCC complaint is in the process of being written.
3 Replies
Cable ISP have sole responsibility to push FW updates. Some will push to user owned modems, some will not.
- I get that. It seems like only a few companies won’t update user owned equipment. I was trying to find out if anyone has had luck convincing them to do so. Last night I got an agent to push an update, but it was for Altice equipment and he thought it might work. So I did find an agent nice enough to do a firmware update on my equipment. I did have to pull from the residential service agreement that states “except that Suddenlink may automatically push required software or firmware updates directly to Customer Equipment when necessary for the provision of Suddenlink Service(s).” But he did do it just not with the correct firmware. The last post I found concerning this issue was back in 2017. So I was hoping to find an update on what to do or that by now they started updating user owned equipment. I did send him the link from Netgear for acquiring the firmware and he said he would look into it.
I guess it would be some luck on getting an agent willing to go beyond the company policies to help users out. Then of course you'll not get this kind of luck either and probably get someone who just won't do anything. IT's up to them though. We recommend for some users that if your on a ISP that won't support user owned modems and users are encountering problems with user bought modems, to probably avoid using user owned modems and use a ISP owned modem, then connect up a external wifi router system which users CAN managed FW updates ON. Let the ISP be responsible for there modems and services.
