That means one of their tech’s was tired of dealing with you (when they say that). 

the firmware is part of their provisioning when they setup the modem. Only the ISP can push those. 

And they’re aware of that. they use it to get people off the phone. 

Do you have a screensnip of the cable connections page and event logs?

And are you testing wired speeds or wireless? 

I am testing wired speeds. I think they just want me to rent their modem. This is the second time they gave me the run around. 

Since you are experiencing with slow speed internet connection, I suggest you to check the cable signals to make sure that all the signals are in range.

To check the cable signals, find the link given below:

http://arris.force.com/consumers/articles/General_FAQs/SVG2482AC-Cable-Signal-Levels

For wireless slow speed connection, I suggest you to change the Wi-Fi channels and monitor it for next 24hours of time.

To change the Wi-Fi channels, find the link given below:

http://arris.force.com/consumers/articles/General_FAQs/SVG2482AC-Changing-the-Wireless-Channel

I’m also experiencing slow and intermitent outage while on 2.4 and channel 11. I will change the channel and see if that fixes the trouble.