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Forum Discussion
Nighthawk C7800 firmware update stuck
My nighthawk C7800 router is stuck in constant firmware upgrading..... I had my router for a month and it’s worked flawlessly. One night my internet got super slow. Dropped to 3-10 mbps speeds. Whe...
Drewsml95 wrote:
My nighthawk C7800 router is stuck in constant firmware upgrading.....
I had my router for a month and it’s worked flawlessly. One night my internet got super slow. Dropped to 3-10 mbps speeds. When I rebooted the upstream and downstream lights just blink and any web browser or trying to access the router admin I get the same message....firmware upgrading.
Firmware upgrades on cable modems and modem routers are essentially down to the Internet service provider. Neither you nor Netgear can do anything about it. That's is how ISPs like things.
Here's the official line@
If your firmware is outdated, you cannot manually upgrade your cable modem’s or modem router’s firmware. You must contact your Internet service provider (ISP) to upgrade your firmware.
- I understand the NETGEAR firmware update comes from the ISP...and it was trying to do the upgrade but was just frozen and not actually upgrading which gave me no internet connection. ISP even came out to my house to help and couldn’t get the firmware update to do anything except show the screen “firmware is upgrading” on each of my browser windows. Even if I tried to go into the Netgear admin page everything was locked and just the message “firmware is upgrading”
The Netgear update was trying to update and not sure who’s end was keeping it from update...NETGEAR or Comcast....but if you’re NETGEAR don’t put Xfinity Comcast on the box if they don’t really support your product. Either way the 3 routers didn’t work ever again since the firmware was Auto pushedSomething to let NG know about. ISPs are supposed to be testing any FW that comes from NG on there networks to make sure nothing breaks. I presume NG should be doing some minor testing as well before sending any new FW to ISPs.
- Totally agree...but aside from the 7 tier one guys I was allowed to talk to in India from Netgear I don’t know how to pass that information onto NETGEAR aside from here in the community. They open‘d cases when I was on the phone with them but what they do with those I don’t know. All they told me was reset my router and call my ISP...all the ISP was telling me was reset my router and call NETGEAR 🤷🏼♂️
I just got off the phone with Comcast and they told me to contact Netgear about firmware updating, after I told them basically what you just said, that the update must come from the ISP. This is still the correct answer then? How on earth is this possible? Why is it this way?
NvrAgainNetgeer wrote:
I just got off the phone with Comcast and they told me to contact Netgear about firmware updating, after I told them basically what you just said, that the update must come from the ISP.
It is called passing the buck.
Not much more that anyone here can do.
Well, I am sure as s*** not going to lift another finger again about this issue unless it screws with my internet connection in any way. Horrible customer service. Never again Netgear! :D
- They just kept telling me to call the other. I got the run around and eventually just gave up and returned the Netgear router to the store. I’m stuck with Comcast/Xfinity so ultimately I put the blame on Netgear. It’s their product. Don’t say it’s compatible if the other company isn’t backing your statement and software pushes
Drewsml95 wrote:
They just kept telling me to call the other. I got the run around and eventually just gave up and returned the Netgear router to the store. I’m stuck with Comcast/Xfinity so ultimately I put the blame on Netgear. It’s their product. Don’t say it’s compatible if the other company isn’t backing your statement and software pushesYou have, indeed, been given a runaround, but it is hard to blame Netgear when it really is prevented from doing anything. Check with all the other makers of cable modem before you home in on one maker.
Here's what Arris says:
Drivers and Firmware: Upgrading Firmware on Cable Modems & Gateways
The Cable Operators (MSOs) have complete control of what cable modem/gateway hardware they will allow installed and the firmware it uses, on their cable plant. This means anything directly connected to the cable plant (COAX) in your house. They do this to ensure that nothing happens to anyone upstream from your connections. Cable Operators follow the DOCSIS Specifications that control this methodology of firmware upgrades as well as providing security for the firmware upgrades.
I suggest that anyone hit by this one piles in using the suggested channels.
Read this again:
If your firmware is outdated, you cannot manually upgrade your cable modem’s or modem router’s firmware. You must contact your Internet service provider (ISP) to upgrade your firmware.
Scroll to this bit:
Note: If your ISP is not listed in the following tables, advise your ISP to contact our sales engineering team using the following contact form: https://www.netgear.com/about/contact-us/cable-mso.
Then tell your ISP to use this:
Alternatively, you could always contact Rudy Giuliani and hire him to pursue a class action suit. He probably needs the work.
I showed xfinity that on netgears site it claims they are responsible for the firmware update. Xfinitity agains refuses and pushes me back to Netgear. My fix I am stuck with Xfinitity but not Netgear so thank you very much for having me shell out 400.00 for a modem/router and then allowing me to get stuck in a blame game. I blame Netgear it is their product and if they are aware Xfinity is playing the blame game then they should do something about it to keep customers buying Netgear. Bye Bye Netgear.
I wonder if there are grounds for a class action lawsuit here???
- Did the same. Returned Netgear. I’m stuck with Comcast/Xfinity and they both kept saying it’s the other....sorry Netgear but you ultimately lose. Don’t say your products work with Comcast if you’re not on the same page with Comcast. Was a waste of my time effort and money
Well After a year and a complete run around from Netgear Ifinally got my money back for that piece of Junk. Here is what I did: I opened up serveral tickets through Netgear customer service which was utterly useless. I slammed them on BBB and wrote a letter and email to the CEO. I got a response which was still the run around. They sent me another one which was refurbished and had the same problem. I had to send it back. Then they wanted the original one I purchased so I sent that back. Granted they gave me free shipping but I had the inconvenience of having to go to a Fed-Ex location the closest Fed-Ex to me is 30 minutes. Then after three months and them having my original product still nothing. I had to write the CEO another letter stating I would be contacting the Attorney General to escalate this matter as now I have been defrauded since they took my original unit and failed to return my money. I was immediately contacted and the money was in my bank account within that week. I used to love Netgear products but after this I hope they become the next Sears....bye bye
