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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 SBG6580-22.214.171.124-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.
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, <firstname.lastname@example.org> 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 SBG6580-126.96.36.199-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.
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Thank you Dan.
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?
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 Our system will automatically push the most recent firmware to it once it is provisioned if it is currently out of date.