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New Member

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3 Messages

Wednesday, December 22nd, 2021 6:24 PM

AT&T Modem Firmware update

I spoke today to an AT&T rep about my modem having a firmware update. I asked the rep if I was responsible or was AT&T responsible for Firmware upgrades on the modem. The AT&T rep replied that it was AT&T's responsibility to do the firmware upgrade. I explained to the rep I had a firmware upgrade waiting on my modem.  That had been there for a year. The rep stated I needed to restart my modem regularly. I explained to the rep that I restarted my modem regularly and this didn't help the issue with the firmware.

  The rep told me I needed to visit this forum for help with the firmware. IS THIS A JOKE !!!!! I don't want to update the firmware myself and cause myself an issue. Wouldnt this be AT&T's responsibility?

ACE - Guru

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9.9K Messages

2 years ago

Rule #1 of AT&T:  The rep is clueless

AT&T automates the firmware update, you don't need to do anything.

Now, I'm curious about the upgrade "waiting on my modem" comment.  Can you post a screen cap of what you see that says that?

What model is your "modem"?

Former Employee

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32.9K Messages

2 years ago

When you say you reset it are your holding the reset button down for 20-30 seconds or just unplugging it and plugging it in? Even pressing the reset button momentarily doesn’t do a full reset 

ACE - Guru

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9.9K Messages

2 years ago

I don't think @nozombie hit the reset, he said he restarted it.

Former Employee

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32.9K Messages

2 years ago

Yeah it needs a full reset to trigger 

Former Employee

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32.9K Messages

2 years ago

Keep in mind a reset will set the modem back to factory so if you have a custom network name and password you will need to re enter them. 

New Member

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3 Messages

2 years ago

Tonydi I will get a screenshot up here when I get off work

ACE - Expert

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35.9K Messages

2 years ago

Wait a minute...  What kind of modem?  Are we talking about a Wireless Hot Spot?  What make/model is your "modem?"

New Member

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3 Messages

2 years ago

Constructive I have been doing firmware upgrades for a while now. I haven't seen a product that you had to reset before doing a firmware update. I do know that if I did a firmware update right now it would wipe my settings. That's why I want AT&T to do their job. 

Community Support

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232.9K Messages

2 years ago

Here to help with your gateway inquiry, @nozombie!

 

Just as our ACEs mentioned, our firmware updates are automated and rolled out accordingly.

 

Thank you for choosing the AT&T Community Forums! Let us know if you have any other questions or concerns. 

 

CalebP, AT&T Community Specialist 

ACE - Expert

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35.9K Messages

2 years ago

When @nozombie provides the manufacturer / model number of the modem, I think this will all make sense.


Because I think we will find he actually posted this in the wrong forum, so that the assumptions about how Firmware is rolled out don't apply to him.

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