ISP SuddenLink Won't Update Firmware C6300 AC1750

Day 2 and Suddenlink has still not returned my 2 calls to them wanting to speak to a supervisor.  Great customer service...Right?????

Here's my email to Suddenlink about the issue (which I've also submitted as an informal complaint to the FCC. I'll update once that part comes in):

On 7/16/2017 1:57 PM, ********* wrote:

Afternoon, 
I've already tried phone support a few times, but no-one has ever actually solved the issue. My problem, is that my cable-modem firmware is out of date, and the reps that I've spoken with claim to not be able to push an update to it. Here's the link to the version info: 
https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router# 
 
And the model info: 
https://www.netgear.com/support/product/C6300.aspx#ConfigurationAssistance_CommonTopics 
 
The thing is, I'm not the only one with this device, having this issue with Suddenlink: 
https://community.netgear.com/t5/Cable-Modems-Routers/ISP-SuddenLink-Won-t-Update-Firmware-C6300-AC1750/m-p/1272226/highlight/false#M8132 
 
Why do I care? Here's the last 4 security bulletins from Netgear about my device: 
https://kb.netgear.com/000038560/Security-Advisory-for-Vulnerability-on-Select-Cable-Modems-and-Gateways-PSV-2017-2165 
https://kb.netgear.com/000038779/Security-Advisory-for-CVE-2017-7494-Samba-Remote-Code-Execution 
https://kb.netgear.com/30632/Web-GUI-Password-Recovery-and-Exposure-Security-Vulnerability 
https://kb.netgear.com/27253/NETGEAR-Product-Vulnerability-Advisory-Authentication-Bypass-and-Information-Disclosure-on-Home-Routers 
 
The firmware update is an ISP responsibility, and not something a customer is allowed to to, by Netgear, or the ISP (In this case, Suddenlink). I'm not sure which tier of support needs to see this, but the last few times that I've called about this, I've been told that there's nothing they can do, and that I should try a recommended paid support service (I'm not paying someone else to look into Suddenlink's problem, and tell me that Suddenlink is really the only one who can fix it). 
 
Please let me know when you plan on pushing this update.

Suddenlinks Response:

Tue, Jul 18, 2017 at 11:34 AM

Hi ,

Thank you for choosing Suddenlink email support and granting me the opportunity to assist you today.

I am sorry to hear that your firmware is out of date, I understand how upsetting that can be. Suddenlink is able to send firmware updates to our modems which can possibly work on modems of similar models, however we do not currently have the ability to offer firmware updates for most 3rd party modems. These firmware updates should be provided by the modem manufacturer, and they would need to be contacted through their technical support contacts to have this issue addressed. I am sorry for any inconvenience this causes you. If you have any additional questions or concerns about your services or equipment please contact us using one of the methods listed below and we will be happy to assist you.

Thank you for choosing Suddenlink.  If you have any further questions, you may contact us Monday - Friday 8am to 10pm or 9am to 6pm on Saturday and Sunday via our online chat at http://www.suddenlink.com/contact-us/#tabs-3 or by phone at 1-888-822-5151.  We are available to assist you 24 hours a day, 7 days a week, by phone.

Sincerely,
*****************
Suddenlink Customer Support

Router firmware updates are easy to come by, cable modem updates on the other hand... not so much. An ISP keeps those locked down, since it's the connecting point to their network. Manufacturers honor this, and make it so the firmware can only be updated as a push from the ISP.

Just an update, Suddenlink has still not replied to my FCC complaint, and they only have 7 days left. 

we have tried contacting suddenlink multiple times but they have never responded to NTGR.

suddenlink does not seem to be interested in upgrading any vendors modems (let alone NETGEAR).

they have also not provisioned any DOCSIS 3.1 modems and it shows on multiple forums that SB8200 from Arris fails to come online on Suddenlink network.

NETGEAR makes every effort to work with the service provider but suddenlink is the part of the problem here. We can provided FW to any ISP but they are the one who need to push the files to the users. 

If you have any friends/family on Comcast network, I suggest to take the C6300 and just put it online for 5 mins. It will automatically get upgraded by Comcast. 

I've had a similar response from Suddenlink, for what that's worth. I'm currently on the current firmware for the CM700 though, but I only know that because I inquired, and after escalating me to upper tier support (regular tech was helpful with setup, but told me they had changed their policy and would not allow the reps to flash firmware at all on new system, I'm guessing liability issues came up) I was informed that I would need to get Netgear firmware updates from the manufacturer directly.

Previously, I had motorola surfboards, one was a model that didn't sell in high quantities, and the Suddenlink techs always flashed firmware with no problems. I realize that Suddenlink isn't responsible for modems users purchase outside of their service, but there has to be at least an option for manual updating, with a waiver of understanding the risk, etc.

If this is only a Suddenlink problem, I guess it may not be worth the hassle for Netgear, but I'm assuming other cable companies are putting them in the same situation, and it will cost netgear business in the long run. I'm the kind of guy that just recently switched to netgear, and am happy with the hardware otherwise, but will switch back to other brands if I find out that Suddenlink is pushing firmware updates, or the manufacturer has manual update methods. I probably set up 15 surfboard modems because tech is a bit of a hobby and I have friends and coworkers in multiple cities and ISP's.

I tend to buy routers often, and was just starting to switch to Netgear. But I need an option to update firmware on my modems, at least at my own risk, and if I switch modem brands because another manufacturer and suddenlink have update methods, I know I'll switch over to some of the newer open source routers.

While Netgear didn't create this problem, it's in their best interest to lean on/work with Suddenlink to solve it. Especially considering the growth of Suddenlink's gigabit networks and the huge market of regular users that will getting on board to upgrade internet packages and purchase equipment for high speed media streaming.

Shame on Netgear for not allowing us to update our own equipment that we own. I will NEVER buy Netgear EVER again. Just say no to Netgear...

With that said, I needed the Firmware update BADLY to solve an issue which is now solved (so far)....

I beat my head against the wall for weeks looking for a firmware update to my C6300 that I bought on Amazon. Netgear won't give it to you and my service provider (Wow) will not push it out. This is what I had to do to get it. 

I took my router to my neighbors house who is on Spectrum (who is pushing the firmware updates), called tech support, told them I was my neighbor, told them I wanted to change my cable modem to my own (Netgear C6300), gave them the MAC Address, they turned it on, the upload and download lightning bolt looking arrows were flashing, that told me that the firmware was updating, to my neighbor out for Chinese food, came back, the lights were no longer flashing, inernet was up, checked my firmware version, and I am now on Hardware Version V3.0 Firmware Version V2.01.22. Called Spectrum back, told them I wanted to put my old router back on, gave them the MAC address of his original Router, and he was back up and running. Thank you Spectrum and Neighbor!

Yessssssssssssssssssssssssssss!!