Its good until it needs a firmware update

[Saiban]

Its good until it needs a firmware update. Which they say is from the ISP and not them. But your ISP will say its not them its Netgear...and NOTHING gets taken care of and you lose out because one hand says something different then the other...

Im going on 2 days back an fourth tempted to cancel ISP and never purchase another Netgear device

[FURRYe38]

What model NG modem are you referring too? 

ALL cable ISPs handle cable modem FW updates. Regardless of Mfr of the modem.

https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...

[Saiban]

Its good until it needs a firmware update. Which they say is from the ISP and not them. But your ISP will say its not them its Netgear...and NOTHING gets taken care of and your out because one hand says something different then the

[Saiban]

Im referring to Nighthawk Router wifi Modem combo C7800 that cost me 400 bucks 8 months ago.

I understand what your saying....But 8hrs on the phone explaining it to 7 diffrent people from both ends including ISP provider and get nothing but the run around makes me wonder on who really doesn't want to fix the problem. Its very VERY frustrating having no help from EITHER companies

But yet im paying for all this , I have no idea what else to do but step away from both companies

[Saiban]

Im going threw this....My brain is about to explode.

What did you end up going with and have you had any issues ?

[Saiban]

What ever happened with this. I'm in the same situation.. Its pissing me off that I lost out 400 bucks and still have ZERO help

[plemans]

Your description leaves a lot to be desired. 

What actual issue are you having? 

If its trying to update the firmware, its unlikely to come. Because of the way the docsis spec is, the ISP controls the firmware on the modem part. Netgear makes updates and submits them to the ISP. The isp certifies them and then pushes them to the actual modems. Sadly, it costs the ISP $ to certify them so it rarely happens on the ISP side. This isn't limited to just netgear so if you're looking at switching to a different networking company, be aware of that issue with all combo devices. 

There is an end in sight as netgear has the CAX line of modem/router combo devices. The modem side is still controlled by the ISP but they now have enough cpu power and memory to provision it so you can update the router side. This wasn't possible before and is actually the first router from netgear (or other consumer modem makers as far as I'm aware).

the C7800 is still caught in this modem/router firmware locked though. 

But it might not be a firmware issue. So details of what issue you're actually having can help us to help you. 

[michaelkenward]

Can you explain the problem you have that is taxing your brain?

Did you read the string of messages that you have joined in on?

Maybe this is it.

To recap:

• a while back Netgear updated its Nighthawk app
• one result was that the C7800 started sending out messages about a firmware update/
• it is a bug in the app
• you cannot update the firmware on your cable modem
• ignore the message

That's the short version. If that is the brain exploding problem that you have, and you want to know more, read all those other messages for more complete details.

Start here:

Solved: Re: Nighthawk app same "firmware not updated" when... - NETGEAR Communities

[Saiban]

Attached image of the issue im having

Its not allowing to complete the firmware update which will not allow us to have internet access.

Call ISP....they say call NETGEAR....Call NETGEAR...they say call ISP.....back and fourth while each one trys to troubleshoot and upsell you on stuff you care nothing for

Only way NETGEAR will help is if you signup for repair specialist to help....Which i even said screw it ill pay just fix it....to get sorry its from tour ISP.

Then to call ISP to tell me basic 101 stuff to do and offer a technician to come out for 100 bucks or call NETGEAR....WTF

[michaelkenward]

---

@Saiban wrote:
What ever happened with this. I'm in the same situation.. Its pissing me off that I lost out 400 bucks and still have ZERO help

---

Re: Nighthawk C7800 firmware update stuck - NETGEAR Communities

[FURRYe38]

User FW updates on this model modem is NOT possible.

Your best option is to factory reset and setup from scratch. 

IF your having problems after this, please post and review the following:

Please post a copy and paste of the modems connection status page.

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
Be sure your using good quality RG6 coax cable up to the modem. 
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

---

@Saiban wrote:
Attached image of the issue im having

Its not allowing to complete the firmware update which will not allow us to have internet access.

Call ISP....they say call NETGEAR....Call NETGEAR...they say call ISP.....back and fourth while each one trys to troubleshoot and upsell you on stuff you care nothing for

Only way NETGEAR will help is if you signup for repair specialist to help....Which i even said screw it ill pay just fix it....to get sorry its from tour ISP.

Then to call ISP to tell me basic 101 stuff to do and offer a technician to come out for 100 bucks or call NETGEAR....WTF

---

[michaelkenward]

---

@Saiban wrote:
Attached image of the issue im having

What are we supposed to make of a picture of your computer?

[freemandennis]

You can force an update by doing a factory reset.  When the device boots back up after the reset it checks for the latest FW update and installs it.

[Raziel242]

I had the same issue and went round and round with Netgear as well as my ISP (Comcast). Finally, I wrote the CEO Patrick Lo and his management team letters regarding the issue as I so lovingly refer to is at the circle jerk from hell.  I provided screenshots of the firmware update that never ended, and a copy of my receipt.  As with all my complaint letters I advise in the letter they have one week to respond to my letter or else I will take the matter to higher authorities.  I received a full refund.  I did compliment him on Netgear products because I do like them and one lemon will not change my mind but they really should take that one off the shelves it has and will continue to create the same problem.  

[Raziel242]

You can write the CEO Patrick Lo via email Patrick.lo@netgear.com or send a letter to 

Patrick Lo

Netgear Chairman and CEO

350 East Plumeria Drive

San Jose, CA 95134

Hopefully some of you will get this as they keep deleting my posts and restricting my access.  

[Saiban]

I've read more then enough to know that this is an issue that needs to be addressed asap

Routerlogin.net
FIRMWARE IS UPDATING PLEASE DO NOT POWER OFF AND WAIT UPGRADING TO BE COMPLETE

absolutely NOTHING happens after this.

Except one hand NETGEAR blaming the other COMCAST and it goes back and fourth

Unacceptable

[Raziel242]

Write the company demand your money back.  They will try to send you another one which will not work.  If they refuse to provide you with a refund then tell them if they do not provide you with a refund you will take it to the authorities hit them on BBB and contact the Attorney General this is an ongoing problem and the product and should not be sold.  

Eventually if you keep trying to fix the problem you will get locked out from admin rights completely as it will go straight to the firmware upgrade screen and no amount of factory reset will help.  The problem is with the unit and nothing else.  I have not had any problems with my new modem/router combo since I ditched that particular model. 

[Saiban]

I already went to the BBB sometimes its not about the money its about doing whats right.

100% NETGEAR should not sell a product if they can't honor it to work as they say it should.

What setup did you end up going with and have ypu had any further issues since the switch

Thanks

[Saiban]

No it doesn't

THAT THE WHOLE POINT

[Saiban]

So then its not for your eyes.

[ReturnDesender]

I ended up having a power outage from a storm which ended up fixing the issue. Tried unplugging it, tried flipping breakers, tried hitting the reset button. Nothing worked. But a storm fixed it. After I haven't had any more issues. But that's the fix. A storm.

[Saiban]

I needed that 😆 🤣

Ill be sure to hold my Netgear in 1 hand and fly a kite with a key around a string in the other.

Come on lighting 😆 🤣

[Raziel242]

It doesn't really matter what you go with any will work except this particular one from Netgear.  

[Saiban]

So just to update everyone.

They sent me a brand new unit.

Same issue FIRMWARE update

They say ISP has to update....ISP says its from Netgear to update.

Sent brand new unit back. Put mine somewhere in the closet with it only being 8months old.

Bought a Motorola MG8725.....all I can say is....Im sorry that I didn't do this earlier. Very Impressive

[FURRYe38]

ISP support agent doesn't know then what there talking about or doesnt' fully understand the DOCSIS spec. That sets the policy that ISPs ARE resposible for updating user modems. Users are NOT allowed. NG develops the FW and send it to the ISP for there testing and certification. For those ISPs that support pushing FW to users owned modems, those ISPs normally will with out any hassles. Other ISPs may not push to user owned modems. Seen this before with a limit number of ISPs. Most major ISPs don't have this problem. If you run into problems with your new Motorola, I presume your ISP will say the same thing.

Who is this ISP?