New Member
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3 Messages
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?
tonydi
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"?
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Constructive
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
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tonydi
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.
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Constructive
Former Employee
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32.9K Messages
2 years ago
Yeah it needs a full reset to trigger
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Constructive
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.
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nozombie
New Member
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3 Messages
2 years ago
Tonydi I will get a screenshot up here when I get off work
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JefferMC
ACE - Expert
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33.5K 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?"
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nozombie
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.
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ATTHelp
Community Support
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225.7K 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
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JefferMC
ACE - Expert
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33.5K 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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