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Forum Discussion
WOW ISP refuses to push firmware update
This is not the first post of this kind on this forum, but I did not see any posts specific to WOW. Their customer support supervisor told me that it is "not possible" for them to push firmware updates to equipment that they do not own. She also said that there is no further support elevation, so basically I'm stuck with no way to update my extremely old firmware. Given the recent WPA2 "KRACK" vulnerability, I need to either find a way to update this firmware, or I will not feel comfortable continuing to use this product. Can anyone provide any suggestions on where to go from here? I saw a similar post regarding the ISP SuddenLink, in which someone submitted a complaint to the FCC. Is this something that I should consider doing?
5 Replies
So I received a response from my ISP confirming that they in fact do push firmware updates to DOCSIS 3.0 routers, but that "Right now, I’m showing the version we have on your equipment is V1.02.21 and there is not another version currently available to update to."
Since I'm outside of my warranty period, apparently I have to pay $90 to alert Netgear that they are slacking in regards to keeping my ISP (WOW) up to date on the firmware for the c6300, which I'm obviously not going to do. Does Netgear not monitor these forums? Can anyone provide any further info on who to contact to alert Netgear of this failure on their part?
We have contacted WoW in the past and have not recieved a response.
If you can provide us any WoW engineering or Operations, we can provide the FW files to them push to the device. If you any WoW email address, please let us know.
we make every effort to provide FWs to the ISPs who are willing to work with us and upgrade customer's FW. We provide FWs to several ISPs such as Comcast, Spectrum, Cox, CableOne, MediaCom...etc. At the end of the day, It is ISPs responsibility to the push the FW to the Cable devices.
My support email came from wow_techsupport@wowinc.com, and is signed by Rachel - C7060, Customer Care Specialist, Adv. Tier 2. There is no direct email for Rachael, but I will certainly pass along your response to her and see if I can get a direct email.
jfichtner wrote:This is not the first post of this kind on this forum, but I did not see any posts specific to WOW. Their customer support supervisor told me that it is "not possible" for them to push firmware updates to equipment that they do not own. She also said that there is no further support elevation, so basically I'm stuck with no way to update my extremely old firmware. Given the recent WPA2 "KRACK" vulnerability, I need to either find a way to update this firmware, or I will not feel comfortable continuing to use this product. Can anyone provide any suggestions on where to go from here? I saw a similar post regarding the ISP SuddenLink, in which someone submitted a complaint to the FCC. Is this something that I should consider doing?
AND I SAY! stop making posts and call/write the State Attorney Generals Office and file a complaint.... Oh... almost forgot... THE BBB is also available. Get NETGEAR OFF THEIR asses!
