https://community.netgear.com/t5/Nighthawk-WiFi-Routers/How-to-upgrade-firmware-for-c7000-cable-mode

[mcwillij]

This is completley bogus.  In my situation I am being told the same thing.  My cable company Wheco Media who bought Resort Tv and Cable here in Arkansas where I live doesn't even have a service agreement with Netgear to push such updates.  I had a Level 4 cable tech here at my house for a phone call with Netgear Lvl 1 tech support 2 days ago, who literally had to sit here and argue with them until they admitted they did not have a service contract with them to push such updates.  A ticket was then generated to Lvl 2 tech support, of which, I had a call with today(01/05/19), who tried to again say what Level 1 tech support had said 2 days prior.  I reiterated what my Level 4 cable tech person had stated 2 days prior.  The Level 2 tech supervisor with Netgear has now escalated a ticket to Level 3.  I have had my C7000 for a little over a year now, with no problems mind you.  I don't know if ya'll paid attention when you first bought your C7000, the NETGEAR genie app that you are to download to be able to get into the admin part of the C7000 has a function out there to update firmware.  That app has updated my C7000 twice now with the last update being v1.01.15.  As of 03/18 the newest firmware is v1.01.23.  Amazingly enough, the genie will not upgrade to the newest firmware because it's not out there to pull download from on Netgears site or server.  This does not apply to Comcast or Spectrum cable customers, as they do have the service agreements in place to push firmware updates out.  FOOD FOR THOUGHT ON THIS MATTER.  Now I am waiting for Netgears response.

[myersw]

What issue are you having? Or is it that you know there is a firmware update and cannot get? 

It is my understanding that devices that connect to a ISP as my Netgear modem does are updated by the ISP. Makes sense to me as they are the ones that understand what they want/need in the form of updates. In my case the Netgear modem has never been updated by Comcast. Do not care, as it just works without issue. 

[mcwillij]

Yes, it's like the level 4 cable tech stated, it's just like changing your oil in your car.  Performance is better, etc.  Point of the matter, Netgear needs to step up to the plate and push the updates.  I mean after all it is their equipment.  Like I said, I don't have Comcast, Specter, or Cox.

[mcwillij]

In your case it its updated by ISP, you have Comcast.  They have a service agreement with Netgear.

[myersw]

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@mcwillij wrote:

In your case it its updated by ISP, you have Comcast.  They have a service agreement with Netgear.

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Yup and so far happy with what the firmware was when acitvated. No issues. Have been surprised that they have never updated. 

[michaelkenward]

The official line:

What’s the latest firmware version of my NETGEAR cable modem or modem router? | Answer | NETGEAR Sup...

If your firmware is outdated, you cannot manually upgrade your cable modem’s or modem router’s firmware. You must contact your Internet service provider (ISP) to upgrade your firmware.

[mcwillij]

LOOK @michaelkenward, MY ISP DOESN'T PUSH THE FIRMWARE UPDATES!!  AS STATED PREVIOUSLY, THEY DO NOT HAVE A CONTRACT WITH NETGEAR TO DO SO, THE ONLY UPDATES THEY PUSH IS TO THEIR OWN RENTED BOXES.  MINE IS NOT RENTED I OWN IT!  I SUGGEST THAT IF NETGEAR IS GOING TO SELL EQUIPMENT PRIVATLEY THAT THEY HAVE THE UPDATES OUT THEIR ON LETS SAY NET GENIE TO UPDATE THE EQUIPMENT!!

[Richard1864]

Resort TV and Cable is the company you need to contact. According to Netgear they are the ones who provide the updates for your cable modem router, NOT Wheco. Wheco owns the ISP but they don’t directly provide the services or support. Resort TV is the company who provides the firmware updates, not Netgear nor Wheco.

[michaelkenward]

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@Richard1864 wrote:
Resort TV and Cable is the company you need to contact. According to Netgear they are the ones who provide the updates for your cable modem router, NOT Wheco.

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Nice bit of detective work.

Let's hope you don't also get shouted at for explaining how things work.

[Richard1864]

Thank you.

[mcwillij]

Richard,

For the 4th and final time RESORT TV CABLE(WHECO MEDIA), does not push or stor firmware for NETGEAR products.  THEY ARE NOT CONTRACTED WITH NETGEAR TO DO SO.  Why are you being ingorant to the fact.  AS STATED I HAD ONE OF THEIR LEVEL 4 TECHS HERE AT MY HOUSE FOR A CALL WITH NETGEAR AND HE DROVE THAT POINT HOME, THUS THE CALL WAS ESCULATED TO TECH 2.

[mcwillij]

Michael,

Not shouting one bit, I'm not a stupid person and I do know how things work, as I have a college degree, thus the reason for having one of Resort TV Cable(Wheco Media) at my house for a call with Netgear for the updated firmware.  If he didn't say it once, he said it at least 6 times, "WE DON'T HOUSE YOUR FIRMWARE NOR DO WE PUSH YOUR UPDATES, AS WE ARE NOT CONTRACTED WITH YOU TO DO SO."  Funny, Netgear even acknowledged that they didn't have a service provider contract!

[michaelkenward]

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@mcwillij wrote:
Why are you being ingorant to the fact. 

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NETGEAR-Community-Terms-Of-Service

Behave with civility and mutual respect. Flaming or name calling will not be tolerated.

[mcwillij]

So yes, I HAVE DONE MY DETECTIVE WORK, as you say, and I think it's pretty crappy that Netgear won't push their own updates for us folks that buy our own cable/modem routers.  I mean, it totally defeats the purpose of the NETGEARGenie, don't you think?  I mean after all, the function to upgrade the firmware is right there in front of you.  Funny, the NETGEARGenie app has updated my firmware twice before.

[mcwillij]

Then folks need to act in a more appropriate manner!  I will not have someone sit their and call me stupid and say that I basically don't know how things work!

[michaelkenward]

Calm down. Shout all you like, but nothing will change.

You are the the only one here who is lobbing insults around.

You may not like what @Richard1864, @myersw and others tell you, but they are the facts.

You should know that this community is essentially a user-to-user venue with some input from a small band of Netgear techies.

Most of the answers come from fellow users who have no connection with Netgear. They just have a lot of collective experience and are familiar with the sort of problems that turn up here.

[mcwillij]

Excuse me, not shouting.  Simply because I captitalize my words, doesn't mean I'm shouting, LOL, and no, I don't agree and I don't feel those are the facts.  Simply put, I don't need others simply stating or reiterating what Netgear has stated on their site about ISP's relating to firmware updates. That is not the solution or the answer in MY PARTICULAR CASE.  I CAN'T SPEAK FOR EVERYONE ELSE, or on their behalf, just myself, thank you.  Hope that clears that up.  I mean, you don't know my particular case, you have haven't talked with tech support as I and my Level 4 tech person have.  My case has now been esculated to Level 3 tech support.  I'm simply going out here stating "FACTS" that pertain to my case, after all this is a forum for that, correct?  Yes I believe so.

[mcwillij]

If anything, this will help other owners of Netgear equipment resolve their issues, as well.

[Ngk222]

Net gear is garbage that’s why they keep quiet

[Ngk222]

Agree, don’t buy netgear

[mcwillij]

Honestly, I'm not trying to bash Netgear.  They have some of the best equipment on the market, and I really like their products, but don't sell something to the public if your not going to maintain it or keep it up to date.

[ZeroC00l]

I have been fighting with both Netgear and Spectrum. A Guy from spectrum, and Senior Tech told me that they do NOT push the Firmware.

He had to check my lines with his meter so I asked him.

Then I get ahold of Netgear, and I am told that they don't do it my ISP does. Seems like a bunch of hot water and no one really knows what is what here.

Seems to me that Netgear needs to get into contact with each ISP and have a word because all I am getting is a bunch of lies and BS from both sides and is annoying.

Simple solution Netgear, allow us to upgrade the firmware ourselves.

Is there a reason we cant? Is it a security issue? why can't we do it ourselves? It is a valid question that Netgear should know. Why not tell the community why we can't?

All I hear is the same thing, we don't push the update your ISP does, YA I KNOW I GET IT, heheheh. Then I call ISP and they say no they don't.

I feel like a ping pong ball in between to paddles LOL. What gives?

This: 

Honestly, I'm not trying to bash Netgear.  They have some of the best equipment on the market, and I really like their products, but don't sell something to the public if your not going to maintain it or keep it up to date.

Seems that the lemming forgot to add the update feature on the c7000 but Netgear refuses to maintain it or update it and pushes it off on the ISP and blames them for their mistake and lack there of.

If everyone is saying is true about the ISP not pushing the updates, why would they lie about that? If they dont they dont.

No offense Netgear but it seems to me that you dont want to maintain or update or have the ability to do anything for the owners of the c7000.

Far as I know this is the only device that you can't update unless their are other models that someone can confirm. Why Netgear just this device? Is there something your not telling us? Is it a security concern? Can you elaborate more? Let the community know?

Pretty sad when you sell a product for 200.00 retail and don't even stand behind your product.

So did the lemmings forget to add a update button on this model or was it done purposely?

[michaelkenward]

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@ZeroC00l wrote:

Simple solution Netgear, allow us to upgrade the firmware ourselves.

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That makes a whole lot of sense. Sadly, sense doesn't always prevail out in the (un)real world of Internet service providers.

ISPs seem to have made power grab in this area. They lay down the law on how we connect to their networks and who controls what.

Many of them don't want customers to use their own modems. Why not just rent a bit of rubbish to the customers so that the ISP can make more money.

Netgear wafts out firmware for just about everything else. That cable modems aren't in there, whoever the ISP, is more a reflection of how the industry works than anything on Netgear's part.

Can you find any cable modem maker that allows you to update the firmware? If so, I'd ditch the Netgear box and go for that. If you can't, that is your answer.

[ZeroC00l]

Were not talking about the c7000. Not a cable modem. Every router has a firmware update option. Which is where 90% of the problems are. If they don't want us to update the modems due to limitations then fine. But at least allow us to update the router side which controls our network.

They can easily do this but won't. We pay for this, they dont, we do.

The router has several things I can try and change.

[michaelkenward]

I don't understand this bit:

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@ZeroC00l wrote:
Were not talking about the c7000. Not a cable modem.

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The C7000 is a cable modem/router. A cable modem with a router "bolted on".

If you want the ability to update the router features on your network, then the "modem only" CMXXXX range is the way to go. Or bypass the router bit of the C7000 and use a different router.

Or go find a different make of modem/router that allows users to update the firmware.

By all means keep on insisting that Netgear is doing everything wrong, but trying to change the way that the industry works is a bit like beating your head against the wall. Painful and unproductive.

The place to suggest new features on Netgear's hardware is in the section that exists fir that purpose:

Idea Exchange For Home - NETGEAR Communities