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Forum Discussion
C7800 Firmware on Spectrum
Is anyone running a C7800 on Spectrum and if so, what firmware version is running on your device? The firmware on my router is V3.01.36 but the latest approved firmware for Spectrum is V3.01.40. While this isn't a problem now, I'm concerned that at some point, I'll end up with a $350 brick without a firmware update.
I've had multiple conversations with both companies and I'm a little concerned that Spectrum seems to be wanting to desuade users from buying their own hardware while Netgear seems to be saying it's not their problem since they've provided the firmware to them. I would compare this to a tire company like BF Goodrich not being concerned that Ford didn't want their customers to buy BFG tires.
Is anyone having a similar experience?
Background:
I bought the C7800 a week ago after confirming that it was supported on Spectrum. Yes, it's on the minimally supported list, but it's supported.
https://www.spectrum.net/support/internet/compliant-modems-charter-network/
I also confirmed that the latest approved firmware for Spectrum is V3.01.40.
I understand that Netgear provides the firmware to the ISP.
I also understand that the ISP is responsible for pushing the firmware to my modem.
3 Replies
I would contact Spectrum to see if they will update the FW for you. Sometimes if you power OFF the modem for 1 minute then back on, then may trigger an update. It's all up the ISP to make the push or not. Some ISP may not update FW to user bought modems. Someting to ask them.
I've already contacted both Spectrum and Netgear. It seems very much like I'm getting the "not my f@#$ing problem" response from both sides. Netgear states that the latest "approved" firmware for Spectrum is V3.01.40, as per their support website. Spectrum states that this router is minimally supported which they told me actually means that it hasn't been fully tested yet. It works but we can't guarantee speeds. What they won't actually say is that they aren't pushing firmware for the C7800. Here's their statement:
"You may also choose to buy a modem that has passed minimal testing to confirm that it won't cause harm to our network. Though permitted for use on our network, we recommend against using Minimally Qualified Modems because they haven't been tested to confirm their ability to deliver your purchased internet service speed."Given this statement, which indicates that "Minimally Qualified" means they can't guarantee speeds, plus the fact that I had already ordered the modem, I took the chance and when I was able to determine that I had betterh than promised speeds, I thought I was in the clear.
What I'm finding out is that Spectrum, although they list this as a supported (although minimally) device, they aren't pushing firmware updates. I sense that Netgear support is completely done with hearing mine and others complaints, which tells me they're hearing a lot of complaints. Regardless, I have probably just purchased my last Netgear device as I don't feel like they are working with the internet providers to foster support of their newest products. Live and learn, I guess.
Over all its up to ISP to ensure speeds are getting to spec on Mfr modems. Since they don't allow FW updates by consumers like routers, ISP handle the testing and support of the FW for connected modems to there systems. Its is up to ISPs to ensure the speeds are to spec given is the signal line up to the modem is also to spec.
I was sent a C7800 for testing earlier this year and have had zero problems, however my ISP is Cableone and they have supported it even before I got mine. I presume C1 may have put more testing and time in on it to ensure it works. My speeds are only 200/10 however the modem gets over this when I test wired speeds everytime.
Spectrum seems to have been known for being slow or have little support in regards to customer owned modems. If this is the case and your not getting what your paying for. Go with a stand alone modem that they fully support, then if you don't get speeds your paying for, then you can put them on the hook for the problem.
Also try the modem at a different location if you have a friend or family or nieghbor willing to test it for you. This will let you know if there is a problem at the modem or with the service.
Good Luck.
rglight wrote:I've already contacted both Spectrum and Netgear. It seems very much like I'm getting the "not my f@#$ing problem" response from both sides. Netgear states that the latest "approved" firmware for Spectrum is V3.01.40, as per their support website. Spectrum states that this router is minimally supported which they told me actually means that it hasn't been fully tested yet. It works but we can't guarantee speeds. What they won't actually say is that they aren't pushing firmware for the C7800. Here's their statement:
"You may also choose to buy a modem that has passed minimal testing to confirm that it won't cause harm to our network. Though permitted for use on our network, we recommend against using Minimally Qualified Modems because they haven't been tested to confirm their ability to deliver your purchased internet service speed."Given this statement, which indicates that "Minimally Qualified" means they can't guarantee speeds, plus the fact that I had already ordered the modem, I took the chance and when I was able to determine that I had betterh than promised speeds, I thought I was in the clear.
What I'm finding out is that Spectrum, although they list this as a supported (although minimally) device, they aren't pushing firmware updates. I sense that Netgear support is completely done with hearing mine and others complaints, which tells me they're hearing a lot of complaints. Regardless, I have probably just purchased my last Netgear device as I don't feel like they are working with the internet providers to foster support of their newest products. Live and learn, I guess.
