How to update modem firmware

Firmware is the software programmed into your modem that makes it run. Occasional updates are important to add new features and keep the modem's performance at its best. In many cases, your modem will install updates automatically. However, if your equipment isn't performing properly, it's worth checking to make sure the firmware is up to date. You can do this through the Utilities section of your modem's online settings.

Before you start, keep these tips in mind:

  • We recommend connecting your device directly to your modem with an Ethernet cable, if possible, to get the most stable internet connection. If this isn't an option, you can use a wireless (WiFi) connection.

  • Updating firmware will NOT reset your custom modem settings, so you do not need to back them up first.

NOTE:  Depending on your model, your modem's user interface may appear slightly different from the images below.

 5.  Select "Upgrade Firmware" in the left sidebar.

Upgrade firmware step 5

6.  Check the "Upgrade Status" area.
 

  • If it says Upgrade Firmware, proceed to step 7 to continue the update. 

  •  If it says Firmware is up to date or N/A, you don't need to update. You're all done! You can log out and close the modem settings page.
Upgrade firmware step 6

 7.  Select "Download."

Upgrade firmware step 7

 8.  Select the drop-down next to "Save" and select "Save as."

Upgrade firmware step 8a
Upgrade firmware step 8b

 9.  Select "Desktop" (or choose another folder if you prefer), then click "Save." The downloaded firmware file is now saved on your computer.

Upgrade firmware step 9a
Upgrade firmware step 9b

10.  Next, to install the file you just saved in the previous step, select "Browse" on the Upgrade Firmware screen.

Upgrade firmware step 10

11.  Navigate to the folder location on your computer where you saved the file in step 9. Select the firmware file, then click "Open." 

Upgrade firmware step 11
Upgrade firmware step 11b

  12.  Select "Upgrade Firmware" to start the update.

Upgrade firmware step 12

13.  The screen will show you the progress of the upgrade installation. This step will take about 2 minutes.

Upgrade firmware step 13

14.  Next, you'll see a screen telling you that the modem is rebooting. This step will take about 3 minutes.

Upgrade firmware step 14

15.  Once the upgrade is complete, you will be taken back to the main "Modem GUI Login" screen. Wait 2-5 minutes for the DSL and internet lights on the modem to turn green before trying to browse to a webpage to test that your connection is good.

utilities_upgrade-firmware-15.jpg

If the internet light doesn't turn green, check our modem lights guide for troubleshooting help.

 

If you need further assistance, contact our technical support team. We're here to help!

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