Suddenlink update

I work in IT support. This isn't an issue that I'm allowed to fix, since it's Suddenlinks network. Netgear only releases firmware to the ISP. Neither party is willing to fix their problem, or acknowledge that it exists. In the meantime, Suddenlink has a few nice gaping security holes.

Here's my email to Suddenlink about the issue which I've also submitted as an informal complaint to the FCC. I'll update once that part comes in :. Afternoon, I've already tried phone support a few times, but no-one has ever actually solved the issue. My problem, is that my cable-modem firmware is out of date, and the reps that I've spoken with claim to not be able to push an update to it. Why do I care? Please let me know when you plan on pushing this update.

Thank you for choosing Suddenlink email support and granting me the opportunity to assist you today. I am sorry to hear that your firmware is out of date, I understand how upsetting that can be. Suddenlink is able to send firmware updates to our modems which can possibly work on modems of similar models, however we do not currently have the ability to offer firmware updates for most 3rd party modems.

These firmware updates should be provided by the modem manufacturer, and they would need to be contacted through their technical support contacts to have this issue addressed.

I am sorry for any inconvenience this causes you. If you have any additional questions or concerns about your services or equipment please contact us using one of the methods listed below and we will be happy to assist you. Kirdro thanks for excellent write up. We appreciate it.

I understand this is extremely frustrating. They certify and push the FW upgrades to their customer. Some of the upgrade, some of them not. If nothing works out, only option is to to file a complaint with regulatory body and ask for suddenlink to respond. Customer acknowledges that the Equipment is merely a means through which the High Speed Internet Service is provided by Suddenlink and may be removed or changed by Suddenlink at its discretion as it deems appropriate, including through "uploads" to Customer's computer s or otherwise.

Whether the cable modem is owned by Customer or Suddenlink, Suddenlink shall have the unrestricted right, but not the obligation, to upgrade the firmware in the cable modem at any time that Suddenlink, in its sole discretion, determines it is necessary or desirable.

Customer assumes all responsibility for any degradation in or problems from the failure to upgrade. Suddenlink does not represent, warrant or covenant that installation and modifications of peripheral devices, including Network cards, computer equipment, software, computer files and other system configuration files necessary to operate the High Speed Internet Service will not disrupt or delay the normal operations of Customer's computer device s or associated equipment.

Suddenlink shall have no liability whatsoever for any loss, damage or outage resulting from the above. Upon Customer request and, at Suddenlink's sole discretion, for an additional charge, Suddenlink or its agents may install certain software, an extra cable receptacle, a cable modem and associated equipment for operation of the High Speed Internet Service.

If installed by Suddenlink, Suddenlink shall use reasonable efforts to install the High Speed Internet Service to a fully operational status. Not only is Suddenlink the only one allowed to upgrade gateway devices, they place the liability on the consumer for their suddenlink's failure to upgrade the devices, that once again, only they suddenlink can upgrade.

Router firmware updates are easy to come by, cable modem updates on the other hand An ISP keeps those locked down, since it's the connecting point to their network. Manufacturers honor this, and make it so the firmware can only be updated as a push from the ISP. Just an update, Suddenlink has still not replied to my FCC complaint, and they only have 7 days left.

After some digging, I found their filing through the FCC's ancient lookup site. Here was their latest:. Netgear will not update the firmware, and Suddenlink states they will not upgrade because I own my own modem. This is total crap that I cannot use my mode to its full capability because it requries and update to firmware. It will automatically get upgraded by Comcast. Suddenlink also seems to not want to contact the FCC either. They so far have failed to respond to my informal complaint.

They're now 12 days past their due date, so even if they had sent a letter in the slowest method, they'll likely be found guilty of violating the FCC's consumer complaint process. Depending on the feedback I get from the fcc, I may just pony up and file formal complaint. I'll keep updating as things progress. We are investigating this as the highest priority and will provide updates at Status.

Join Now Log In Help. All forum topics Previous Topic Next Topic. The updated firmware is V2. Please hold while we connect you to the next available Suddenlink representative. KeeKee B. Thank you for choosing Suddenlink Online Support. My name is KeeKee B. They only work internally. Is there something I may assist you with? Me: I have had numerous problems with connectivity and speed issues.

Okay, I only saw information about your router and firmware, not a question. Do you have a question? Me: Netgear sends their updates to ISP's to send out for updates. There is no way for customers themselves to update the router without the ISP sending the firmware over. Netgear informed me that many of my problems would be corrected if I had the correct firmware pushed from the ISP.

Verify the latest cable modem firmware with the matrix below: Note: There is no option in the web interface to upgrade the firmware manually. Firmware upgrades are pushed down by the ISP. This is especially important for Comcast and Time Warner customers who are having connectivity issues.

I have no access to look up any information on the version it is. I am sorry. I've spoke with the department that handles firmware information before and they knew what it was.

Please bear with me a bit longer. I can't believe that NetGear doesn't have options to check for updates? But, I understand that ISP's have to check for security issues and other related problems before releasing the update.

Netgear refers to ISP only because you are sent the firmware updates. Me: They won't do it because of the implications of affecting ISP equipment. Me: Because you have had this update for over a year and still not pushed it out yet. I'm sorry that I could not provide further assistance. Beyond this issue, was there anything else I could help you with today? Me: If by some miracle I get Netgear to Update my firmware I need to know what version is ok to update to?

So, it will not have problems interfacing with suddenlink infrastructure. I am sorry, we all have the same issue with the program. We all use the same program. Me: can you email me a copy of this conversation to skbz suddenlink. Again, I am so sorry that I could not assist you. Is there anything else I can assist you with? As you can tell SuddenLink dosen't care if you update my firmware or if I can download it and update it myself please let me know!!

Any help from anyone would be greatly appreciated. Message 1 of Labels: Firmware. Me too. Message 2 of An outage is determined when the number of reports are higher than the baseline, represented by the red line. Are you also affected? Leave a message in the comments section! I appreciate how service comes back on randomly for 60 seconds just to get my hopes up then disappears for another mins. SuddenlinkHelp OK, got the answer I needed!

ThunderChats Love to watch. Suddenlink Anyone looking to get this service, look up the google reviews in your area. Go with another option. Suddenlink Let me add, I pay for 1 gig service and get between mb service and am told nothing is wrong when techs come out. I have tested my pc elsewhere and know thats not the issue. Suddenlink Worse service ever. Not only is their internet horrible, but their tech support and customer service is like dealing with criminals that know they can do whatever they want.

I have been hung up on, called back and harassedx I would suggest any other service you can get. Suddenlink What do I have to do to talk to someone that speaks clear english and don't lie or threaten me?

Everytime I try to get ahold of retention or a supervisor your employee puts words in my mouth and tried cancelling my account because they don't want to get in trouble. Dear Suddenlink, why do I have to ask to cancel my service so many times in a single phone call? I'm on the call now and I've asked 4 times.

Either you do or you don't, right? Still angry about how awful Suddenlink is. Rage Tweeting. SuddenlinkHelp Your internet service has now been unavailable since 11 am Do you plan on ever coming back up again today?

Or are you just targeting us? Do you plan on ever coming back k up again today? How can no one get this fixed? A month, Suddenlink. A month. Please get me someone who can fix it. AlticeUSA Why is suddenlink always the last utility to get working when there is some type of outage? We got snow and lost power.