C7000V2

[douglasskalie]

We have been trying to get Netgear to update our firmware from 1.02.04 to the most current 1.02.06. Without this upgrade, we cannot run our 5g network on our laptops (brand new this year). However, 5g is running on our phones. So the internet is working correctly, we just need the update. When we called Netgear support, they not only blew us off about the issue, but tried to blame our internet provider. Our internet provider says that it is Netgear's router, and therefore they would not have access to their system to make the update. They came out and checked our router, and there is no way to update it on their end or ours. Our internet provider also informed us that it sounded shady that they are not honoring their hardware warranty, and not acknowledging the issue. They're also mentioned it sounds like it was improperly built if there is no way to update it. Which makes sense- why would you sell or even buy a computer if you can't update it, let alone any other electronic equipment that would support said electronics. We called Best Buy where we bought it last year (July 2018) and they said that it sounds like we got a "lemon".

Does anyone have any ideas to resolve this issue since Netgear is clearly not going to honor their warranty? Has anyone else had problems with Netgear not honoring their warranty? We paid almost $200 for this router and it should be able to be updated without issue. It is not even a year old...

[plemans]

The ISP's controls the firmware for router/modem devices which is what the C7000 is. Someone might tell you that netgear controls it but it isn't. The firmware has to be certified by the ISP and pushed out from them. There's many posts on this forum as well as online that goes over this. Its the downside to combo devices and why I prefer to buy modem and routers seperate. 

In terms of your laptops not working:

What wireless chip are you using in the laptops?

Have you upgraded the firmware for the wireless chip in the laptop?

have you tried changing the 5ghz channels to see if that allows the laptops to connect?

Evidently the 5ghz is working on the netgear or your phones wouldn't work. time to look to the laptop or changing some settings to see if you can resolve this. 

[douglasskalie]

Our laptops worked fine yesterday. The internet provider has done all they can
If Netgear wants to keep us as customers they need to work with us instead of avoiding the issue.

[plemans]

Netgear isn't avoiding you. They can't update the firmware. It is ISP driven. You seem very focused on that subject. I was just reading your other post on this and this has been stated several times.

If you'd like help on getting the wireless to work with the laptop, we'd need the info I prior asked for. 

Is it impacting more than one laptop or just one specific model?

What wireless chipset is in the laptop?

What firmware is the wifi chip on in the laptop?

Was it recently updated?

Have you tried changing the 5ghz channels?

[schumaku]

What’s the latest firmware version of my NETGEAR cable modem or modem router? says:

"Please note that Cable modem and modem router firmware cannot be manually updated. Furthermore, Netgear technical support does not have the ability to update firmware on your cable modem or cable modem router. 

If your ISP is not listed in the tables above and they do not have the latest firmware for your device please advise them that they can contact our sales engineering team using the contact form available at http://www.netgear.com/service-providers/contact-us/CableMSO.aspx and Netgear will provide them with latest firmware so they can push out to the updates to their customers."

So head back to your ISP, provide them with the link supplied, so they can link up with Netgear to have healty and up2date cable devices on thier network. As they allow user supplied modem and modem/router combos (most ISP over here in Europe don't!) they shoul care about thier customers a little bit better.