NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Passing the buck
Purchased a C7000 v2 10 days ago and can not obtain the software update. Netgear says Xfinity has to assist with pushing the update but Xfinity continues to tell me that they do not support updates for this router. Advanced router logs reflect an update trying to install overnight, every night and every morning the cable modem router is disconnected after update attempts to install again. Would have been a whole lot less stressful had Netgear support identified the issue earlier instead of having me trouble shoot every other possible issue with them for the past 9 days with no resolutions. I just discover this today while looking at the advanced cable modem logs this morning when it went out, yet again. Xfinity reddit site was advised of this prior to posting this, hopefully someone has an answer.
1 Reply
ohnalsega wrote:
Purchased a C7000 v2 10 days ago and can not obtain the software update. Netgear says Xfinity has to assist with pushing the update but Xfinity continues to tell me that they do not support updates for this router.
Your beef is with your ISP.
There is nothing that Netgear can do about it. ISPs do not allow Netgear, or anyone else, near the firmware. All brands are in the same boat.
Modem makers supply firmware to the ISPs who then decide whether or not to roll it out to their users.
It seems that some ISPs don't like investing time and money in supporting their customers. They would rather rent you a modem.
Would have been a whole lot less stressful had Netgear support identified the issue earlier instead of having me trouble shoot every other possible issue with them for the past 9 days with no resolutions.We have no idea who you talked to, but as you can see this is a well known "feature" of cable modems. A quick visit to this place would have put you put of your misery very quickly.
While many questions about routers are generic and could be answered anywhere, some things need specialist knowledge.
If you have any more problems, you might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here:
Cable Modems & Routers
In the meantime you could visit the support pages:
Support | NETGEAR
Feed in your model number and check the documentation for your hardware. Look at the label on the device for the model number.
Check for various troubleshooting tips.
You may have done this already. I can't tell from your message.
I mention it because Netgear stopped supplying printed manuals and CD versions some years ago and people sometimes miss the downloads.
