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 ( T25 ), 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 modem used by the customer there is no option to update firmware manually or by the manufacturer on the service provider can do the update on the modem when its required.

Thank you for this information. I contacted our MSO, Xfinity, about updating the firmware for our Arris T25, which is an approved modem, and multiple representatives were adamant that they do not push firmware updates on modems they don't supply. I pushed the issue because I had read on this forum that the MSOs are responsible for the updates, but they did not budge. It looks like the latest firmware is from September 2020. Xfinity refreshed the modem signal and I've reset it myself with no updates to the modem firmware. 

Does anyone have any suggestions how to make any headway with Xfinity on this issue? It's incredibly frustrating and my download and upload speeds are less than half of what we are paying for. 

ARRIS develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  ARRIS has limited control or visibility over distribution by the service providers.

Since you are experiencing a slow internet connection, I suggest checking the cable signals to make sure they are all in range.

http://arris.force.com/consumers/articles/General_FAQs/T25-Cable-Signal-Levels

Thank you very much for this helpful guide about how to check the cable signals' ranges. My upstream transmit power levels  are low. I have 4 channels all with symbolic rates of 2560 Kysm/sec but the power levels are all 38.5 dBmv instead of within the 45 - 52 range. 

​​​ I refresh the page multiple times with the same report, and then also power cycled the modem without any change in the power level for the Upstream transmit power levels.

When I called Xfinity for support and asking them to adjust the signal level two within the acceptable level range, they told me that they tested the signal on their end and it was "fine" and that there was nothing further they could do on their end because the modem was not their property.

Do you have any further suggestions since Xfinity does not seem like they will be doing anything to assist.

Thank you very much for your help! 

I would suggest visiting www.arris.com/consumersupport for further assistance.

I am having the same issues with Xfinity. Now they are telling me to buy a new modem or rent theirs. Very angry

Could you help us with the product model number?

​@KimShannon I’d start your own thread with all your information (setup, whats going on exactly, whats been tried, etc). That way we can help you directly and not on someone elses thread. 

The T25 is approved for Xfinity Internet plan up to 900 Mbps according to their site.  Xfinity Compatible Modem List (Full)

If you’re subscribed to 1 Gig or more, you won’t be able to achieve your speed and may impact connection performance since the plan is not approved for T25.