Motorola Arris SBG6850 firmware update possible?

Motorola Arris SBG6850 firmware update possible?

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Activity: 3 Replies | 1 Subscribers

This question is still unresolved
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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-

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.

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

    Please email full address and primary name on the account to

    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, <> wrote:

    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- 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    Speaking frankly, I know this Modem is fairly old (and the firmware version you support is also fairly outdated).  So would you agree that it is unlikely Cox will ever bother to certify a newer version of the firmware?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 ChrisL
    14 Oct 2017 6:03 AM

    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.


    Cox Support Forums Moderator