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  • Firmware updates - Breezeline says they can't do it, Arris says they can't do it Sb8200

So out of nowhere, the Arris SB8200 on my desk yesterday, goes from blue light on DOWNLOAD to green and my speeds plummet from 1,000 meg download to 5 meg. 

 

I of course call my ISP - Breezeline. They say I need the firmware update, but since I own the modem, they can’t do it. Come to the Arris site and it says the firmware updates are with your ISP. 

 

For 2 straight days, I am being told that Breezeline can’t do the firmware since I own the modem and to get Arris to do it only to be told by Arris on the phone - that wants to CHARGE ME for the help since I’ve owned the modem for 14 months, says that Breezeline can do the firmware for me.

 

I tried to factor reset the modem, did the admin and last 8 digits of the serial number but it won’t log in. 

 

Breezeline is charging me $75 for a technician to come out and advised me to BUY a new router, which the tech visit is more than half the cost of the modem. 

 

I feel pretty screwed over by Arris here. Any advice?

Hello sonnyboo

                            The Cable Operators (MSOs) have complete control of what cable modem/gateway hardware they will allow installed and the firmware it uses, this is because they own the coaxial cable that is connected to the ARRIS SB8200, because of that the Firmware updates are pushed by them, and any update needed as well. Any associated firmware updates are automatically deployed by the cable operator. This is not an ARRIS only implementation, but the required implementation of any cable device manufacturer.

                            Even for the device owned by the customer only the service provider can only update the firmware since the modem is activated by them. Regarding slow speed you can try resetting modem and perform speed test on direct connection to the modem without router. If still you face slow speed make sure you are using the cat6 or cat7 ethernet cable and to isolate the issue we need to check the cable signal level so please follow the steps mentioned on the below link.

                              http://arris.force.com/consumers/articles/General_FAQs/SB8200-Cable-Signal-Levels

Here is a link to the Breezeline policy. Your device is on the approved modem list, so “Can Breezeline provide a software update for my modem? If a device is on our compatible modems list, we are able to update software as long as it has support from the manufacturer. Modems not on our approved modem list may or may not have software updates available from the manufacturer.”

Call them back and be polite but firm that you know what the policy is and expect them to follow it.

https://www.breezeline.com/assets/documents/2023_approved_modems.pdf

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