Cox won’t update modem firmware

Hi CurtB,

This is actually standard practice followed by all ISPs. They control the network and are the only ones with the capability to push updates to your modem. This is not something the manufacture or owner of the modem have the capability of doing. You can do searches online, and even within this forum community where you here stories of Cox techs stating they cannot help because support updates for retail modems and recommend using one of theirs. If you escalate and get to the right person, they will do an update if they have it available. My guess, this is an attempt to get more money out of you by pushing their modems. 

Your modem manufacturer is responsible for supplying the latest firmware to the ISP and the ISP is responsible for pushing these updates. this applies to modems only. Some people confuse this with routers, which you or I are absolutely responsible for. I wonder if some of the techs are confusing the same thing as they read from their cue cards. 

Besides this direction coming from netgear, below is a reddit post to back it up. https://www.reddit.com/r/NETGEAR/comments/1n01jht/so_who_really_controls_the_firmware_on_your_modem/ 

Also, search "who is responsible for pushing firmware updates to retail modems" and below is the response you will receive.

• ISP Control: Cable operators automatically push firmware updates to retail modems, as they own the network connection.
• Manufacturer Role: Manufacturers like Arris, Netgear, or TP-Link create the firmware, but the ISP pushes it, meaning user-level manual updates for cable modems are generally not supported.
• Process: The ISP receives the firmware from the manufacturer, tests it, and then manages the deployment, which usually happens automatically during low-usage hours.

robj067, this would be correct.  A manufacturer may release a newer version of firmware for a modem.  We would fully test this in a lab-controlled environment for compatibility and security reasons, as you mentioned.  Then a small deployment would occur first and be monitored before a full soak occurs.  We would be unable to provide estimates when any new release would occur. 
-Dan

Hi Danny,

Thanks for jumping in and confirming. 

My Modem is currently running version V6.01.03 (V1.01.03). The direction from Netgear was to have the ISP update the modem to the latest version (V6.01.04) or roll back to the previous stable version (v5.01.02). I have looked at the Netgear Frimware released to the ISPs. While it does not appear to have the V6.01.04 anywhere in the list, the previous version (v5.01.02), according to Netgear, is still available. see the below for reference. 

I will try contacting tech support this evening to see if they can do a roll back.

https://kb.netgear.com/xxxx6375/What-is-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router

robj067, Reps, no longer can make these changes.  My experience was when we could and would do this.  When the DCHP server would renew the lease.  It would revert the modem back to the firmware the model was set to have.  Once the new firmware was fully soaked.  No updates will be done with the former versions.  
-Dan

@DannyS​ 

Not the response i was hoping for, but I do appreciate the quick response. 

@Darkatt​  Agreed, but DannyS already verified that.  OP's issue is he has a user-owned modem with faulty firmware.  Cox won't do a rollback to the stable version they currently certify because their policy is not to support user-owned modems.  Cox controls the network so Netgear can't push out an update.  OP is forced to wait for Cox to test, certify and push out Netgear's latest firmware release, whenever that will be.  (It was probably created to fix the fault with OP's version).  But since Cox's current certified version is prior to OP's faulty one, that probably won't happen anytime soon.  Hopefully, Cox will include user-owned modems if they eventually push out a new version of the manufacturer's firmware.

@robj067   You probably should just buy a different, approved modem or lease one from Cox.  The only way I see for you to get your modem's firmware updated would be if Cox eventually gets around to it.  For it to be successful, you'd have to be connected while they're doing the maintenance.  But you won't know when it's going to be done and if your modem isn't stable enough to use it, you have a logistical issue.

I guess the moral of this story is "Buy your own modem at your own risk."  Cox won't help if there's an issue.  If you do buy your own modem, make sure it’s a brand on Cox’s approved modem list and it’s running a firmware version that Cox has already certified.  Cox still won’t troubleshoot or update the firmware because it will be a customer‑owned device.  But using a certified modem should reduce the chances of problems occurring.

Actually, Cox's Docsys Engineering will auto update ANY modem, Cox or 3rd party to the latest Cox Approved firmware automatically. I worked with them for many years when I was employed by Cox, and even beta tested firmwares with them. Got a free modem out of it, after they bricked my Netgear 6300 MANY years ago, LOL.  But they WILL support 3rd party modems, and they do auto update with the latest approved firmware. 

@Darkatt​ Good.  If that's still Cox's policy, OP could at least receive an update the next time Cox pushes out firmware for his type of modem, when and if that ever happens.  Is the auto update you mentioned only done after Cox has certified a firmware version, to update all applicable modems connected when the update is performed?  Is there any other, periodic or unscheduled process to update modems that don't have certified firmware?  (His faulty modem would have to be connected when Cox auto updates and he has no way to know when it's going to be done).  It appears Cox only does the one-time update after each certification.  If that's the case, OP still has to wait for Cox to test, certify and push out the next auto update.  Another factor to consider is that OP has a later firmware version than what Cox has certified.  There's no evidence Cox does any other type of auto update, but even if they do, they wouldn’t push a firmware version older than what he has.  For OP's issue to be resolved, he must continue using his modem with the faulty firmware until Cox pushes out a later firmware version.