Motorola Arris SBG6850 firmware update possible?

Motorola Arris SBG6850 firmware update possible?

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I have a Motorola branded SBG6580 Modem/Router that I've been using with my Cox internet for several years without any issues.  It currently has firmware version SBG6580-3.5.8.4-GA-00-505-NOSH

According to the Arris website there are newer firmware versions available, for example V8.5.X.  Arris also says that only my Cable provider (Cox) can perform a firmware update for me.

From other reading it appears that the newer firmware versions offer features that I would like to use with my router.  However, when I called Cox customer service I was told that they do not update firmware on 3rd party equipment and offered to sell me an advanced tech support service that *might* be able to help me...

What am I supposed to do here?  The manufacturer tells me that only my ISP can update my firmware, and then Cox tells me they can't do it because I don't rent the equipment from them.

I appreciate any answer you can provide.  Thanks.

Verified Solution
  • Posted by ChrisL
    14 Oct 2017 6:03 AM
    Accepted Answer
    @jbjonas

    This is indeed one of the more frustrating aspects of using a gateway device. Because both modem and router functions are combined the firmware is a single firmware for both managed by the provider based on the provider's network needs. If you're the type of customer that wants to have the latest firmware on your router a separate modem/router solution is a better alternative as how the router firmware is separate and can be managed by the user.

    -Chris

    Cox Support Forums Moderator

All Replies
  • Posted by JonathanJ
    9 Oct 2017 5:17 PM
    @jbjonas

    Please email full address and primary name on the account to cox.help@cox.com.

    Jonathan J
    Cox Support Forums Moderator

  • Posted by jbjonas
    12 Oct 2017 12:21 PM

    Posting the reply I received here (and my response) for the benefit of anyone with the same issue:

    -----------------------------------------------------------

    On Wed, Oct 11, 2017 at 9:03 PM, <cox.help@cox.com> wrote:

    Hello,
    Thank you for this information.  We do update firmware on retail modems connected to our network.  This will be updated once an updated approved version is available.  Currently the SBG6580-3.5.8.4-GA-00-505-NOSH is the current approved firmware.  Even if Motorola has an updated one available.  It still must be approved prior to deployment to modems on our network.  If we can assist with anything else in the future.  Please let us know. 
    Dan S.
    Cox Communications
    Social Media Support Specialist

    -----------------------------------------------------------

    Thank you Dan.

    Speaking frankly, I know this Modem is fairly old (and the firmware version you support is also fairly outdated).  So would you agree that it is unlikely Cox will ever bother to certify a newer version of the firmware?  Although I'm disappointed that I have no way to get a newer firmware and therefore I can't use some of the features my Modem supports... if you agree that this will probably never change I'll guess I'll just give up on it.
    Not that this is your fault, but it's not surprising I'm stuck in this situation.  It closely parallels the literal monopoly that Cox has on the services available at my residence - you're the only ISP option available, so I'd better be happy with what you offer since I have absolutely no choice.

    -----------------------------------------------------------

  • Posted by sundogs
    31 Oct 2017 6:45 PM

    If I buy a new stand alone modem, and toss my 4 or 5 year old modem that COX has apparently never updated, would provisioning install fresher software/firmware to the new modem or install a package that may be years older than my new purchase?

  • Posted by DannyS
    31 Oct 2017 7:46 PM

    If a stand alone modem is purchased open retail.  As long as the modem is on our approved modem list.  Our system will automatically push the most recent firmware to it once it is provisioned if it is currently out of date.

    Danny S.

    Cox Support Forums Moderator

  • Posted by sundogs
    3 Nov 2017 6:53 PM

    DannyS
    Our system will automatically push the most recent firmware to it once it is provisioned if it is currently out of date.

    Do I need to keep Turn Remote Management On checked to receive future firmware updates? 

    Thanks

    George

  • Posted by DannyS
    4 Nov 2017 1:28 AM

    Hello,

    Remote management is only to access your device to make LAN adjustments.  We do not need it turned on for any firmware updates being sent to the modem, so if you do not have a need personally.  We recommend you turn this option off.

    Danny S.

    Cox Support Forums Moderator