Forum Discussion

jboydston836's avatar
jboydston836
New Contributor
2 years ago

Netgear CM1200 Firmware Updates

I have been on the phone with support from both Cox and Netgear for about 5 hours today. I have been inquiring about Cox upgrading to the latest firmware for the Netgear CM1200 modem. Cox tells me th...
Netgear CM1200
Poor Service
WiderMouthOpen's avatar
WiderMouthOpen
Esteemed Contributor

I just wish Tier 1 knew this and correctly informed the customer.

Darkatt's avatar
Darkatt
Valued Contributor III
2 years ago

if it's not part of the monkeyscript, they won't know. T-1 is no longer technically adept, they don't even understand what they are troubleshooting, they just follow a script. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 years ago

    Then put firmware info in the script? If problem is tier 1 is script monkeys then improve script.

    • Darkatt's avatar
      Darkatt
      Valued Contributor III
      2 years ago

      What I am saying is, they don't KNOW what firmware is, so they don't even comprehend what's being asked.