Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need help with your equipment?
TARDIS75's profile

Contributor

 • 

2 Messages

Sunday, March 8th, 2015 7:34 PM

Firmware Update for Motorola Arris NVG589?

Is there a firmware update that will help with router TCP/UDP options for my Mac and its features that can be installed now?  I have the ARRIS NVG589 DSL Modem. Thanks!

Expert

 • 

20.4K Messages

9 years ago

@plaguedd7  @JLED99   Both need to contact ATT Uverse Care for help.  Contact ATT Uverse Care on the link in my signature.

Send them a Private Message, on this link, and they should be able to give the help needed to solve your Uverse RG 589 service problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap and gone above and beyond.

Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Teacher

 • 

11 Messages

9 years ago

Unfortunately I've already been working with them for 4 weeks. While they have all been very kind and polite - every time you call, you deal with someone new, and NONE of them have any clue as to what the problem is. It seems like their knowledget may be a bit limited, and while one person 'mentioned' that maybe they should send my problem to the "Network" team, that never occured. 

 

So after speaking with probabely 8 different people at AT&T, and having 2 Technicians come to the house - nobody has a clue as to what the problem is. And in the meantime, I'm having to PAY to use a Comcast Hotspot in order to work. That is running me $20/week for the last 4 weeks. Combine that with whatever I'm paying per month for Internet - I'm a little annoyed that 

A) Nobody can figure out the problem, and nobody really seems to concerned about TRYING to figure it out,.... and 

B) I'd like to be reimbursed for not only the AT&T fees i've incurred due to lack of Uverse working, but also reimbursed for my Internet charges since i havent been able to use it. 

 

And I also notified them about two weeks ago that suddenly, in addition to the VPN issues, my Wifi has been intermittently up and down making web-browsing near impossible. 

 

At this point - i've given you guys a month to figure it out, putting myself out both time and money, and frustration. I don't have much other choice than to leave and go back to Comcast. It's not what I WANT to do, but i dont have much choice.

 

Who do i need to contact about being reimbursed? Because I do NOT want to deal with the normal phone reps, and have to re-explain my whole situtation.

 

Thanks,

Jennifer

ACE - Expert

 • 

35.6K Messages

9 years ago

@JLED99 , if you're calling then you didn't follow his advice.  The people you reach via the PM are completely different from those at the call center.  They're a smaller group and you generally stick with the same person.

Teacher

 • 

11 Messages

9 years ago

Thanks but, I know EXACTLY what he meant. And i HAVE followed the advice already over the past month. You have no clue about the situation, so please don't jump in with unhelpful comments. 

 

I HAVE been dealing with the Social Media team for 4 weeks. Via phone (originally via email). Not the regular csutomer service area. I am completely aware that they're a totally different team than normal Customer Service. And I have dealt with a different person every time I call the Social Media team. 

 

My question in terms of who to call about getting reimursed is because I'm assuming that maybe the Social media team does not deal with billing...... So I'm trying to figure out who i should talk to about that. 

 

I do not want to have to re-explain everything allll over again to someone brand new. It'd be really hepful if someone just dealt with it and sent me a confirmation.

Contributor

 • 

2 Messages

9 years ago

I had the same issues and it almost made it impossible for me to get my job done. Again Cisco Anyconnect, but also all google services seemed to be terribly slow (youtube, gmail, etc).  I had the NVG589 replaced twice too. But what I eventually found was that simply disabling IPv6 on my NVG589 took care of it.  I so wish I could throw this box away.  It's a piece of junk.

 

Like others have commented I regret signing a contract.

Teacher

 • 

11 Messages

9 years ago

I actually ended up having to cancel ATT and switch to Comcast. 

 

Totaly NOT what I wanted to do, but seemingly had no other choice since ATT wasn't willing to put me in touch with someone who could truly troubleshoot the issue. 

 

But the good news is - no more issue! I'm able to work from home again without issue. And TBH, the Internet speeds are like 3-4 times as fast, so i'm kinda actually happy about switching now. 

 

The situation is unfortunate though, because ATT is losing out on great customers due to nobody caring enough to push the issue farther. Their loss!

Tutor

 • 

2 Messages

9 years ago

if you have an att supplied modem - Arris NVG589 the firmware/software downloads aren't available to the public.....tried, but unless you know a techie good luck.  found this on the motorola website looking for updates as my modem has been super slow the past few months and att tried updating remotely but it wouldn't work, so they're sending me another modem....how about sending me a different provider that works.....anyhow, here's what I found

 

Provider Specific Models

The models in the table below are provider-specific products.  The modem and firmware have been tested and approved to work with a specific DSL provider.  Motorola and your service provider have agreed that the provider will be responsible for firmware upgrades. 

WARNING: Should the owner attempt to use the modem on an Internet Service Provider network other than the one it was designed for, the modem is automatically disqualified for firmware updates.  Motorola is not responsible for any damages or loss associated with switching Internet Service Providers or from downloading incorrect firmware version to the product.

Please check with your service provider to obtain firmware updates for these models.

  • 2210-02-1ATT
  • 2210-02-1002
  • 2210-02-1006
  • 2210-02-1022
  • 2241N-006
  • 2247NWG-T
  • 2247-62-100T
  • 2310-51-1ATT
  • 3347-02-1002
  • 3347-02-1006
  • 3347-02-1022
  • 3347-02-100Q
  • 3360
  • NVG510
  • NVG589
  • NVG595
  • NVG599


AT&T Subscribers

If you are an AT&T High Speed Internet subscriber, please be advised that you already have the latest firmware installed on your AT&T device.  Attempting to use the firmware listed on this page to update your AT&T modem may cause irreversible damage to the device and may void warranty on your product.

AT&T High Speed Internet subscribers in Texas, Missouri, Oklahoma, Kansas, Arkansas, California, Nevada, Connecticut, Illinois, Michigan, Wisconsin, Indiana, and Ohio should call 800-ATT-2020 for general Technical Support issues.

AT&T High Speed Internet subscribers in Georgia, Florida, South Carolina, North Carolina, Tennessee, Kentucky, Alabama, Mississippi and Louisiana should call 888-321-2375 for general Technical Support issues.

 

and there you have it.......

 

[Edited to comply with Guidelines - removed  HTML]

Teacher

 • 

16 Messages

9 years ago

My problem is that I have a good signal in most of the house and can connect to PCs, iPads and iPhones, but can't connect the Arris NVG589 to my Samsung SmartTV after working fine for over two years.  Samsung had me download their latest firmware and install on the SmartTV via thumb drive and said that should do it, but didn't.  AT&T tested on-line and says that everything is OK since I can connect to everything else.  However, I purchased two different wifi extenders, thinking that a boost in signal strength would help, and neither will connect to the Arris NVG589.  

The problem just suddenly started about a month ago.  Anyone having similar issues?

ACE - Expert

 • 

35.6K Messages

9 years ago

Firmware updates for the NVG589 (and all other AT&T Gateways) are deployed by AT&T on their schedule.  How do you know that the TV is not connecting to the NVG589, i.e. can you tell the difference between it making a Wi-Fi connection to the NVG589 and not being able to access the Internet and just not making a Wi-Fi connection?  Is it possible to temporarily stretch an Ethernet cable and see if it works then?

 

Expert

 • 

10.1K Messages

9 years ago

If it is connecting to the internet that is the problem, some have found relief by changing the DNS server in the TV to Google (8.8.8.8) or open DNS.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.