Arris Corporation

I had gotten one of their modems apparently they own this part of [redacted] but it needs firmware updates which is not noted when sold, I can not doUnit has issues, firmware needs to update from 8 to 12 version most units we use have auto update and firmware check built in or a least can be done by owner, this one apparently is not allowed so it is not current and had it for a couple weeks had to setup time for [redacted] to come out which as it is then there is a charge as high as the unit its self to update the unit if needed terrible, if not working seems they would avoid issues if firmware is allowed to be update as most are believe [redacted] is part of the [redacted] now and apparently this company is the side for this according to their web site, so disabled seniors, new cable and cannot use it ping as high as over 1000 direct to unit way to high to work. Warranty customer service issueDesired SettlementI am not sure as [redacted].com no longer sells them they have partners who do but the purchase was from [redacted].com, so exchange may not be possible, really seems dumb open source unit that cannot be updated to current firmware results are terrible. Some test using [redacted].com would not run, I seen others after buying it as there was no note on sale saying anything about [redacted] product in actual effect is not their product apparently. I need something that works and this is not.Business Response Dear Mr. [redacted],We have reviewed the Revdex.com case # XXXXXXXX that you have submitted. We apologize for the inconvenience with your [redacted] cable modem's Internet connectivity to your cable service.Based on our conversation, several cable operator technicians advised you to go to Motorola website to download the latest firmware and perform a manual firmware upgrade on the [redacted] The SB6121 or other [redacted] cable modems do not support manual upgrades and we are not allowed to control the upgrades of [redacted] devices, per the standards specification. Any firmware or software changes must be implemented via the cable network. Your cable provider can update the firmware based on what they have approved for their network distribution. Because of that ARRIS is not capable of installing firmware for cable modems. At this moment, resolution from ARRIS is not needed because your cable operator identified issue the Internet service and they are working on resolving the issue. Should you need any assistance with your [redacted] unit in the future, please don't hesitate to contact our ARRIS Consumer Support at X-XXX-XXX-XXXX, Sun-Sat 7AM-11PM CST. Sincerely,[redacted]ARRIS Consumer Support Management