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Forum Discussion
ISP will not update customer owned equipment
My ISP is Mediacom Cable. My cable modem is a Netgear CM600 running on an ancient firmware. My ISP will not update the firmware because I own the equipment. Netgear says they make the updated firmware available to ISPs and that I merely need to contact my ISP and ask them to contact Netgear. That's awesome, I contacted MediacomCable and they said their policy is that that WILL NOT update customer owned equipment. So Netgear won't allow me to do it, and my ISP won't touch it because I didn't choose to rent from them. So what is the lesson? Rent an archiac modem from the ISP, but because it's a rental I'll never be able to check how out of date my firmware is so I'll be dumb and happy?
40 Replies
Its a catch 22. damned if you do, damned if you don't.
This isn't isolated to netgear. The isp's control the firmware on all the modems connected to their service. And each time a firmware is upgraded, the ISP has to pay people to test/certify the firmware on the device. Which is why they don't like to upgrade firmware unless its causing an issue on their network. Mediacom isn't the only one doing it. They're all bad at updating the firmware on modems. Its also why I don't usually recommend modem/router combo devices either because then the router aspect of it is controlled by the isp as well.
Is there an issue you're having with the modem so that you're seeking a firmware upgrade?
Yes. Last week I began experiencing so many drops that I couldn't productively work from home. I called my ISP, they said there wasn't a problem on their end and since I own my own equipment there was nothing else they can/will do. In addition to the drops, now that I know Mediacom isn't updating my modem I'm now aware that there are numerous security vulnerabilities present in my existing firmware.
So it seems purchasing ones own modem is a colossal scam as you're more than likely never going to be able to update it yourself and the ISP won't update equipment they don't own. If you want any chance at receiving an update to your modem apparently the only choice is to be stuck renting equipment from an ISP. And there's still no guarantee that the ISP will maintain current firmware of it's own equipment. But since it'll be their equipment they can at least keep the customer from being able to see how far behind the equipment is, thus giving the customer the "ignorance is bliss", feeling of security.
Usr184 wrote:Yes. Last week I began experiencing so many drops that I couldn't productively work from home. I called my ISP, they said there wasn't a problem on their end and since I own my own equipment there was nothing else they can/will do. In addition to the drops, now that I know Mediacom isn't updating my modem I'm now aware that there are numerous security vulnerabilities present in my existing firmware.
So it seems purchasing ones own modem is a colossal scam as you're more than likely never going to be able to update it yourself and the ISP won't update equipment they don't own. If you want any chance at receiving an update to your modem apparently the only choice is to be stuck renting equipment from an ISP. And there's still no guarantee that the ISP will maintain current firmware of it's own equipment. But since it'll be their equipment they can at least keep the customer from being able to see how far behind the equipment is, thus giving the customer the "ignorance is bliss", feeling of security.
Log into the modem and take a screen snip of your modems connections page and the logs. This helps us determine if it is a line issue or not.
And in regards to you thinking its a scam. That's your opinion. its an industry wide issue. I'm sure netgear/other vendors would love to make isp's update their devices so they're more secure. But they don't. If you want to get upset at someone, blame the large media companies who force you to use their devices and charge you for the privilege.
I am having the same issue with a Netgear C7000 cable,modem,router. My ISP is WOW and they have never pushed a firmware update. Their modems are costly, run hot, and a waste of money per month. I am going to start giving Netgear lousy reviews for not letting customers do their own firmware updates. If anyone has a solution-please respond- I am just about ready to install 3rd party software if I can find something decent.
CantFixIt wrote:I am having the same issue with a Netgear C7000 cable,modem,router. My ISP is WOW and they have never pushed a firmware update. Their modems are costly, run hot, and a waste of money per month. I am going to start giving Netgear lousy reviews for not letting customers do their own firmware updates. If anyone has a solution-please respond- I am just about ready to install 3rd party software if I can find something decent.
Then you better put those reviews out there for all manufacturer's of combo devices as its currently a whole industry that has their combo device firmware controlled by the isp. Its not isolated to netgear.
And combo devices don't have "third party" software you can install. If you want to run your own firmware or be able to upgrade it yourself, you need to buy a router seperate from the modem.
Here's where it all falls apart for me: Customers that own their own equipment can't get firmware updates to said equipment from the manufacturer because of some BS agreement the manufacturers choose to honor with all the ISPs saying they'll only give firmware updates to ISP's. Now supposedly this is because the ISP claims the only way they can "guarantee" reliablility to their customers is by vetting the firmwares. Fine, I'll ignore the part that I'm not prevented from using a modem that's not on the ISP supported list (which they clearly never vet). So apparently that poses no harm eh? Wait, the logic falls apart even if you are on the ISP supported hardware and here's why:
I bought a new modem that is on the ISP (Mediacomm) "supported hardware list". Sweet! I'm back in my IPSs good graces!
Me to ISP: Please update my firmware. Its on your supported list of modems.
ISP response: Um, you're firmware is 3 revisions newer than the latest we support for that modem. Unless you're having problems with it we see no reason to roll it back. Would you like us to roll it back?
Me: WTF? Absolutely not. And what do you mean you're "supported" firmware release is years behind the current manufacturer's release? No I don't want it rolled back, I want it updated to the actual manufacturers current firmware that shuts down Cable Haunt.
ISP: We rigorously test the firmware before we release updates and that take time.
Me: Really? Three years behind on firmware....that's some test plan you got there.
So if I can buy a new modem that is supported by the ISP, but its likely to come out of the box behind the manufacturers current release yet still newer than what the ISP supports. Explain how that is any different than the manufacturer giving me that latest and greatest firmware so I can stay secured? Because it is overwhelming clear the ISPs do not maintain current firmware whether you are using something on their supported list or not.
There is so much blame to go around on its like the chicken and the egg. I don't care which came first I want the most secure firmware I can get. The excuse about only ISP tested firmware is the only way to ensure "reliability of the network" as to why manufacturers won't give out the firmware to customers, simly doesn't hold water and it should be considered criminally liable on both the ISP and the modem manufacturers parts.
I'm in the same boat. Bought my own cable modem and can't update the firmware because Netgear says Mediacom does it and when I ask Mediacom to update it, they say they don't update "customer owned" modems. I sure wish I would have known that before purchasing my own modem!
- I am currently at v2.02.08 firmware.
- According to the Netgear chart, I should be on v2.02.21 firmware.
- Cable company said, "yep" we see you're at v2.02.08 firmware but we don't update "customer owned" modems.
Let me repeat... Mediacom just TOLD me that they DO NOT update "customer owned" modems. Good grief!
Are you have a problem with your modem?
Either go with one of the ISP modems that they do update the FW or find a different ISP if thats possible. ISPs control FW updates connected to ISP networks. It's up to ISP to push FW. Some will, some won't.
Good Luck.
IowaTim wrote:I'm in the same boat. Bought my own cable modem and can't update the firmware because Netgear says Mediacom does it and when I ask Mediacom to update it, they say they don't update "customer owned" modems. I sure wish I would have known that before purchasing my own modem!
- I am currently at v2.02.08 firmware.
- According to the Netgear chart, I should be on v2.02.21 firmware.
- Cable company said, "yep" we see you're at v2.02.08 firmware but we don't update "customer owned" modems.
Let me repeat... Mediacom just TOLD me that they DO NOT update "customer owned" modems. Good grief!
- I too am having the same problem and now have decided I will never buy another net gear item again. Not allowing us to download an update for the firmware and installing it ourselves is stupid pathetic and greedy. Last Netgear product i will ever buy.
Again, this is not under NG control, this is a cable modem DOCSIS spec to which ALL other modem mfrs must follow. So not only is NG effected, Motorola, Arris and others are effected and don't allow FW updates to be applied directly by users. The only cable modem gateway that allows FW to be updated by users is the CAX80 and it's only the router portion of the unit that NG has FW for users to apply when needed.
So if you want to complain to someone about cable modem FW updates, talk to the cable modem DOCSIS community. I'm sure they will be open to listen to your concerns.
Good Luck.
Chubbsy wrote:
I too am having the same problem and now have decided I will never buy another net gear item again. Not allowing us to download an update for the firmware and installing it ourselves is stupid pathetic and greedy. Last Netgear product i will ever buy.- Well if this is truly the case then it's a sad situation. Right on the Box netgear touts that you will save lots of money over a $130 a year By owning your own Modem. While this may be true it also means that your modem will never be up-to-date as far as firmwares go. To have a modem that's not even a year old and is under warranty and already have the firmware out of date And cant be updated because the ISP refuses to update, Is completely pathetic!
Netgear On their website touts that they are committed to being proactive as compared to being reactive in regards to security. If they won't let us update our own equipment and they know darn well the ISP is not updating their equipment then Netgear Is just Spouting a bunch of jibberish.
In my case my ISP is Mediacom and in the Netgear website they list that Mediacom Firmware upgrade version should be 1.03.01. Mine is 1.02.09. So much for being up-to-date with security! Again if what you are saying is true then it's obvious that the modem manufacturers and the ISP providers must have some kind of agreement not to keep customers equipment upgraded. Therefore necessitating you to buy a new modem almost every year. Just more corporate greed. In this day and age it's just so pathetic that companies are actually refusing to keep The customer their number one goal. And with what has been going on lately with hacking it's pathetic that they are refusing to keep equipment updated.
