Need to upgrade C300 firmware, ISP refuses to help, Netgear support won't help

Do you mean the C3000 or maybe C3700?

There are some router models which Netgear manufacture and provide to ISPs, but which hold ISP provided (or modified) firmware. Netgear are unable to provide alternative firmware to the ISP in those cases. If you go to the ‘Downloads’ area at the top of this page do you see any firmware listed for your router model?

It is the C3000.

TWC says the firmware version I have is supported, and that everything is fine from their end, leaving only the router. Already had a technician examine and test everything at the house.

Talked with netgear support multiple times and they will not help me, even when I am on day 90 of my support warranty. I counted every day including the day i bought it, 90 days exactly. I also tried getting help for this yesterday, day 89 of my support warranty. Still said I was outside the warranty. I will not call the premium number that charges $40 for a 30 minute call when I am on my 90th day of the warranty.

chat logs:

http://i.imgur.com/7CmiEWm.png
http://i.imgur.com/TO0Denv.png

Recounted and I was off by one day. I still don't agree with sending me to a $40 phone line when I am within a hardware warranty.

I can appreciate your frustration when falling down at the first hurdle with the support policy, but I have checked the Netgear download area for your router and the only item I see is “Hot Fix for VPN-Pass through (Windows)” which isn’t a firmware change as far as I can tell. So without any available Netgear produced firmware even if Support were to offer help they would not be able to provide any firmware.

What exactly do TWC mean when they say that your firmware version is supported, who do they suggest is supporting it?

When you log into the router can you see the version of firmware running? If so what is it?

By the way, you have not said why you need to update firmware. Do you have an issue, and do you know of a version of firmware somewhere which claims to resolve that issue?

I have similar issue with my c3000.
VPN pass-through not enabled, hotfix provided by NetGear does not upgrade my modem router.

What to do next ?
I have similar issue with > 90 day support limit.

This issue should NOT be restricted to that limit.

Please assist us !!!

Netgear do not provide firmware for that router model, it is supplied to ISPs and they provide the firmware. Even if you were within the 90 day support limit there would be nothing that Netgear could do to help because the firmware is not provided by them and so not supported by them.

I have a similar issue (and in a similar situation with being outside of the 90-day warranty window) with a C3700 Router with Cable Modem and Comcast/XFinity. I too have been in the quagmire of not taking the pay for support option. On the other hand the cable provider says that we have the latest version of the router firmware. How do I qualify and confirm that this version is the right version? How do I defend myself with their technicians when they point the finger at the customer owned router/cable modem? I have been getting intermittent disconnects several times a day every day for the past four months. In order to avoid having to call their technical support (a total waste of time) I have been putting up with it as it lasts only a few seconds to a couple of minutes, sometimes requiring me to unplug the power to the router, waiting a few minutes and then reconnecting it. It is interesting to me that being a Netgear owner and user myself and recommending Netgear products to many people (including the one that owns this C3700 device) how Netgear fails in providing quality customer service and technical support for free when things go wrong and a customer is outside of the regular manufacturer warranty on a product that cost over $100 and requiring end-users to pay for support at a cost of almost half the cost of the device for 30 minutes of support. Ok. I get it. Support costs money. How much does losing a customer cost you? How about a hundred customers or a thousand customers? I do not have the time to email your technical support folks. I do not have the time to spend sifting through these forums for the answer or more appropriately a VIABLE SOLUTION to this problem. While I understand the challenges on both sides, the customer is NOT the enemy! That is EXACTLY how I feel. I will remember this experience when I get ready to purchase my next new router in the next couple of months.

If there is no firmware in the Netgear support page for the particular products, even if you are ready to pay $1000, the Netgear support person won't be able to help you upgrade the firmware. These kind of products are carrier based product, though the hardware is manufactured by Netgear, service provider upload their custom firmware. So Netgear doesn't have any control over the firmware upgrade unless the service provider pushes a new firmware.

Please read the C3000/C3700 FAQs http://kb.netgear.com/app/answers/detail/a_id/24580

As has been stated several times now, Netgear cannot (and do not) provide updated firmware to end users, so Tech Support cannot help in that direction either. However if people who own these types of router can post the actual details of their issues here, and I mean detail – not ‘I have the same issue as XYZ’, then I can get information back to Netgear engineers, start new threads and provide as much detail as possible. That way there is a much greater chance of fixes appearing in a new version of firmware sooner. Those people still in contact with Tech Support should try to explain the issues and if told that their router is out of warranty period ask that the issue is logged and reported to Netgear Engineering.