Hi team, Our Cox ISP FSE came to our house and determined that the connectivity problems were caused by our CM1200 modem.He recommended a firmware update.Ok great.But how do we update the firmware on the this device?We called Netgear and they said to call our Cox ISP to push the update.We called our ISP back and they said they don't push firmware updates! OK, so what's going on here? COX --- WE --- Netgear |_____ ? ______| WE are at an impass. Both Netgear and Cox are pointing fingers at each other and we are stuck in the middle. For some reason we can't update the firmware of our own device. I'm baffled. Solution?

For cable modems, firmware updates or a push has to be initiated by the ISP. Before you get in to that argument with your ISP, you can log in to your modem and determine what firmware version is currently istalled. I have a different model Netgear modem, but the information is provided under the Advanced Home tab. See attached screen snip. Then you can go to this link and determine what the appropriate version of firmware is available for your modem. Here is the link:Netgear Cable Modem Firmware See attached screen snip next post. It is not unusual for cable phone support personnel to be totally clueless on how to handle user owned modems. You may have to be very insistent to get a next level support person to help you if the firmware on your modem is different from that listed on the Netgear site. If the firmware on your modem matches what is on the Netgear list, you will need to look elsewhere to resolve your issue. The FSE was just providing lip service.

Well typical of a ISP agent trying to pass the buck and not going there job! ALL Cable ISPs are responcible for updateing FW ON ALL cable modems. There NO user modems that users can udpate, sans CAX series which users can update the router side of this product. The modem side still requires the cable ISP to update the modems FW. No exceptions. What is the brand and model of the host wifi router connected to the modem? Please post a copy and paste of the modems connection status page.Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.Be sure there are no coax cable line splitters in the between the modem and ISP service box. Be sure your using good quality RG6 coax cable up to the modem. Be sure to power OFF the modem for 1 minute then back ON.https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

Thank you Kitsap, Our firmware version is exactly what Netgear recommends for Cox which is V2.02.03.

[quote]ALL Cable ISPs are responcible for updateing FW ON ALL cable modems. There NO user modems that users can udpate, sans CAX series which users can update the router side of this product. The modem side still requires the cable ISP to update the modems FW. No exceptions.[/quote]Well, here in Mesa Arizona things are different. Cox ** DOES NOT ** push updates on 3rd party modems.We've been down the rabbit hole of questioning our router(s) and devices(s), sorry. I trust our Cox FSE who showed us exactly what was going on at the modem. Forget the router. Our Netgear CM1200 could not lock on the downstream signal while his monitoring device had no problem whatsoever. We repeated the test several times, same result.We own this modem and I think that we should be able to push our own updates, as Cox is telling us to do. So why is Netgear not allowing users to update? [Head scratcher].So… we went with Cox Panoramic Wifi solution. We should have the hardware in a couple days. We are keeping our CM1200 for now until we get comparative test results with the Cox device.

COX says to call Netgear - Netgear says to call COX

12 Replies

Kitsap
Master
Dec 11, 2021
For cable modems, firmware updates or a push has to be initiated by the ISP.

Before you get in to that argument with your ISP, you can log in to your modem and determine what firmware version is currently istalled. I have a different model Netgear modem, but the information is provided under the Advanced Home tab. See attached screen snip.

Then you can go to this link and determine what the appropriate version of firmware is available for your modem. Here is the link:
Netgear Cable Modem Firmware See attached screen snip next post.

It is not unusual for cable phone support personnel to be totally clueless on how to handle user owned modems. You may have to be very insistent to get a next level support person to help you if the firmware on your modem is different from that listed on the Netgear site.

If the firmware on your modem matches what is on the Netgear list, you will need to look elsewhere to resolve your issue. The FSE was just providing lip service.
- Kitsap
  Master
  Dec 11, 2021
  Second screen snip.
- Cox-Me-Nitgear
  Aspirant
  Dec 11, 2021
  Thank you Kitsap,
  
  Our firmware version is exactly what Netgear recommends for Cox which is V2.02.03.
FURRYe38
Guru - Experienced User
Dec 11, 2021
Well typical of a ISP agent trying to pass the buck and not going there job!

ALL Cable ISPs are responcible for updateing FW ON ALL cable modems. There NO user modems that users can udpate, sans CAX series which users can update the router side of this product. The modem side still requires the cable ISP to update the modems FW. No exceptions.

What is the brand and model of the host wifi router connected to the modem?

Please post a copy and paste of the modems connection status page.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
- Cox-Me-Nitgear
  Aspirant
  Dec 11, 2021
  [quote]ALL Cable ISPs are responcible for updateing FW ON ALL cable modems. There NO user modems that users can udpate, sans CAX series which users can update the router side of this product. The modem side still requires the cable ISP to update the modems FW. No exceptions.[/quote]
  
  Well, here in Mesa Arizona things are different. Cox ** DOES NOT ** push updates on 3rd party modems.
  We've been down the rabbit hole of questioning our router(s) and devices(s), sorry. I trust our Cox FSE who showed us exactly what was going on at the modem. Forget the router. Our Netgear CM1200 could not lock on the downstream signal while his monitoring device had no problem whatsoever. We repeated the test several times, same result.
  We own this modem and I think that we should be able to push our own updates, as Cox is telling us to do. So why is Netgear not allowing users to update? [Head scratcher].
  So… we went with Cox Panoramic Wifi solution. We should have the hardware in a couple days. We are keeping our CM1200 for now until we get comparative test results with the Cox device.
  - Kitsap
    Master
    Dec 11, 2021
    
    Cox-Me-Nitgear wrote:
    
    We own this modem and I think that we should be able to push our own updates, as Cox is telling us to do. So why is Netgear not allowing users to update? [Head scratcher].
    
    I learn something every day. In general, cable ISP's do not let the owners/users of third party modems update the firmware. There is no means to update the firmware from within the user interface. I would want to know why the modem you purchased, that was presumably advertised as compatible with Cox, is not working on the Cox system. Also a question I would have is where would you get the firmware update?

Forum Discussion

COX says to call Netgear - Netgear says to call COX