New Contributor
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2 Messages
Motorola Arris SBG6850 firmware update possible?
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.
Accepted Solution
ChrisL
Former Moderator
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7.1K Messages
8 years ago
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.
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JonathanJ
Former Moderator
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1.9K Messages
8 years ago
Please email full address and primary name on the account to cox.help@cox.com.
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jbjonas
New Contributor
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2 Messages
8 years ago
Posting the reply I received here (and my response) for the benefit of anyone with the same issue:
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On Wed, Oct 11, 2017 at 9:03 PM, <cox.help@cox.com> wrote:
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Thank you Dan.
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sundogs
New Contributor
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2 Messages
8 years ago
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?
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DannyS
Moderator
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587 Messages
8 years ago
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.
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sundogs
New Contributor
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2 Messages
8 years ago
Do I need to keep Turn Remote Management On checked to receive future firmware updates?
Thanks
George
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DannyS
Moderator
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587 Messages
8 years ago
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.
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