ASK-NCQ1338FA Firmware Update

Good morning. Software updates are pushed out to the device. Hopefully it will be updated very soon. -Joe

bbqluvr

I'm wondering what kind of scheduling is used. I've had my gateway since 9/12/2023 and have not received any updates so far. I'm 2 behind now.

Also how the update is performed. Does Verizon reboot my device? How am I notified? Do I need to login and see if an update is pending a reboot or ?

thanks

Hello bbqluvr. We would love to help. What software are you currently on? What issues are you having with your service? -Joe

bbqluvr

Modem version 231251

router version 3.2.0.18

I have random issues connecting to certain web sites. They just hang. If I switch to a hot spot from my phone I don’t have a problem

I’d also just like to get the latest version for any security related updates.

Updates should not be this hard

System Update 8
The details:

Release date: 12/14/2023
Software Version: 3.3.0.3

Came out over 2 months ago and still waiting for an update on my router. Not a great look to have an update with "Security enhancements" (and hopefully a DDNS bug fix) that has not been pushed to internet facing routers after 2 months.

I am using mine in passthrough/bridge mode connecting to a Ubiquiti UniFi Dream Machine Pro Max as WAN2 for failover.

The 3.2.0.21 borked DDNS updates from the modem itself (I use DNSFilter as DNS server, which requires WAN IP verification to work). It also disabled the ability for the LAN1 config page to turn off DHCP and set a fixed IP for easier access. Now DHCP is enabled and cannot be disabled, and the subnet cannot be changed from 192.168.0.0/24 unlike the previous firmware.

I called Verizon's 800 number and a support technician told me the update was "pending." Numerous reboots, hard power cycles, and even a factory reset would not pull the firmware. He tried to push it unsuccessfully.

I wish a senior-level support person could figure it out to trigger my modem to upgrade to 3.3.0.3 in hopes it fixes the issues with DDNS and hopefully also with DHCP/subnets/fixed IPs (although not as needed as the DDNS fix).

@southerndoc

Which model do you have? ASK-NCQ1338 or ASK-NCQ1338FA?

It is not available/installed. Just confirming to those on the thread that I have not seen the update and, as far as I can see on here, no one else has.

Since there is no way to manually initiate an update the best I can do is reboot the router and that has not been successful in initiating an upgrade.

Really sad that it's not available. The 3.2.0.21 update borked Dynamic DNS updating. I'm about to cancel my service and go with Starlink.

We definitely know it's important to update your software, southerndoc. The 3.3.0.6 update was released last week and is rolled out in increments for the automatic update. Are you able to use your service okay otherwise?

-Lauren

The webpage (https://www.verizon.com/support/verizon-internet-gateway-ask-ncq1338-update/) said back in December 2023 that 3.3.0.3 was available and none of us ever got it .

Now you say that 3.3.0.6 came out last week and is rolling out in an automatic update (like 3.3.0.3 was supposed to).

What is going on as this is incredibly frustrating for those of use with DDNS issues and security concerns?

Totally agree (though am thinking about TMobile). And now a successor update they say is out and those of us who have been waiting months (4+) for the prior version have to wonder what is going on!!

I'll just reiterate that it is INSANE that Verizon is not allowing manual updates (either by users or tech support) when these updates are on internet facing machines and incorporate security updates.

Not really. Dynamic DNS being broken cripples my ability to utilize Verizon as a backup because the DNS resolver I use ties it to the WAN IP. Since Verizon changes the IPs frequently, I rely on Dynamic DNS to update the resolver with its current IP address. Also, the performance has suffered drastically since the 3.2.0.21 update -- my upload speeds have decreased to <1 M whereas I was getting 7-10 previously.

We could use a bit more transparency and engagement from VZW here. For example, I have the following open questions still hanging out there (from this thread) without response from VZW Support:

Is the update from December 2023 (System Update 8 / 3.3.0.3) for the ASK-NCQ1338, ASK-NCQ1338FA, or both?
Why has this issue not been escalated?
- If it has been escalated then a status update would be appreciated.

These seem like direct and simple enough questions that any ISP should be able to answer. Meanwhile, it's beyond strange to me that VZW (the ISP) doesn't have control of the updates to the hardware they provide for their customers to use. If VZW doesn't have control then who does (e.g., Askey - hardware vendor)?

@southerndoc
wrote:
Not really. Dynamic DNS being broken cripples my ability to utilize Verizon as a backup because the DNS resolver I use ties it to the WAN IP. Since Verizon changes the IPs frequently, I rely on Dynamic DNS to update the resolver with its current IP address. Also, the performance has suffered drastically since the 3.2.0.21 update -- my upload speeds have decreased to <1 M whereas I was getting 7-10 previously.

I'm sorry that the DNS and speed has been giving issues, with both when you download 3.3.0.6 update, please test those items again. Additionally, there's helpful Troubleshooting guide, to help test some of the items related to speed and what might be impacting it here: https://www.verizon.com/support/verizon-5g-home-router-troubleshooting/

-John

You can't trigger an update and apparently neither can Verizon. We're all playing the waiting game... I'm waiting for it to either update or for me to swtich to Starlink.

Additional troubleshooting info from 05/17/2024:

The MyVerizon app., continues to say, "Ready to upgrade" on the picture of my router when I am logged in. I am also ready to upgrade, so the app., and I are in alignment.
As a next step in troubleshooting, I reset my NCQ-ASK1338FA to factory settings.
- My hope was that running the router in factory default condition for an hour that it might pull down the update and install it. It did not.

At this point, I believe (at least) one of the following is true:

There wasn't a System 8 update released in December 2023.
There was a System 8 update released in December 2023 but it has a fundamental flaw in the update, and the rollouts have been paused.
There was a System 8 update released in December 2023 but there is a fundamental flaw in the update process.
There was a System 8 update released in December 2023 but our routers have malfunctioned.

Sharing this information so all of us that are affected customers can stay on the same page about troubleshooting steps, and situational awareness.

Just got this:

Good afternoon. I wanted to provide you with an update. It looks like this is a known issue, and the rollout for your device's software update has been halted while the issue is worked on. We're hopeful the rollouts will continue soon and all of our customers will be able to update to the latest software. There is no specific ETA at this time. We appreciate your patience and understanding.

Thank you for sharing, jehrler!

OK. Pigs do fly! Last night my router updated to 3.3.0.6.

And Dynamic DNS, at least with changeip, works!

Nice! That's what I'm hoping works well. I use DNSFilter for a DNS resolver. It ties IPs and the only way I can get it to force policies on WAN failover is if the Verizon gateway updates its IP with DDNS.

Also hoping this fixes ability to assign the LAN port a fixed IP/static IP when in bypass mode. Would like to connect the config page to my network, but currently can't because you can't disable the DHCP server and assign it an IP address.

Hello, jehrler. This is awesome to hear! Remember, we are here for support when you need us. https://www.verizon.com/support/contact-us/#mobile

-Natasha

scott31339

A heads up to this -

I noticed my FA got the 3.3.0.6 firmware update. Yay!

Speeds were still below 100mbps even during early morning hours.

So I factory reset my router and turned IP passthrough back on. EVERYTHING is working great again!

Bandwidth - Download: 258.12 Mbps (data used: 293.4 MB, additional servers: 3) - Upload: 9.20 Mbps (data used: 10.5 MB)
Quality - Idle Latency: 35.39 ms (jitter: 13.69ms, low: 24.71ms, high: 47.83ms) - Packet Loss: 0.0%

YAY!

I wish Verizon could trigger/push it. I reboot my device very frequently to see if it will grab it, but deep down I know it won't.

Are you still experiencing great speeds?

I wonder if a factory reset will cause the device to update. I still haven't received it.

Maybe this experience has had an effect on Verizon because I just noticed this in the settings on 3.3.0.6. Check for updates is back. Whether it does anything is a separate issue, but at least it is there.

Screenshot 2024-06-02 at 09.10.25.png

I just did a factory reset on mine and it did pop up something that seemed to be looking for updates. However, I am already on 3.3.0.6 and don't remember that on prior version. I just did it on the off chance it would speed up my router but, in my case, it didn't. I am pretty far from the tower tho.

jesseww07

Have had the most frustrating experience at every level with this 5G home internet. Multiple replacements, which somehow keep coming with older and older firmware that refuses to update. I'm on version 220745 and will always get "update failed " or sometimes "update in progress" that never actually finishes. have tried the gateway alone, connecting via ethernet, ip passthrough. Rarely speeds over 100mbps consistently (plus plan) and network restarts at random intervals all day. The cost saving vs Cox used to be worth the minor headaches and performance dip but having 2+ year old firmware combined with wildly inept tech support is rapidly tipping the scales back to cable....

Yeah, I get it. I have had it for over a year after leaving Xfinity and I've had enough.

Finally got the router upgrade but today my downloads are down to between 7 and 12 Mbps from over 100 last May. Rebooted and worked with customer service yesterday but no change.

Just signed up to go back to Xfinity. Half the price for 300 for at least 24 months and no contract. I don't know if it is throttling or overloaded towers but Verizon 5G home is just not working as promised!

Signal strength is huge for Verizon 5G to work well. I see carrier-grade consistent speeds at the advertised levels (300Mbps down/20Mbps up), but I live about 1100 feet from the Verizon 5G UWB tower that is servicing my home. The speeds I get are absolutely being throttled, but only down to advertised speeds from 500Mbps+.

It sounds like you have tried quite a bit to make the service work for you. I'm sorry it didn't work out and I hope you don't have struggles like I have with Xfinity (I'm a previous personal and business customer).

However, I still don't have the firmware update...

Would a Verizon representative please confirm if firmware v3.3.0.6 is still being rolled out to customer devices?

I still haven't received it.

Note: I am a customer and this is not official from Verizon.

I can confirm that firmware v3.3.0.6 is definitely still rolling out to customers. My router updated automatically overnight today. So far, everything seems to be working very well.

jesseww07

Still on 220745 applied on 10-26-2021 07:24:15!!! Pretty disappointing on so many levels. To add to the frustration, I got a text recently from Verizon saying I would be charged for non-return of the most recent useless cube.......6 days AFTER I got the text confirming they received it and thanks for returning your device. 2 more hours talking to "live representatives" aka chatbots until I finally get a human who assures me the device was received and I would not be charged. Couple days later, email "your bill is ready" Guess what!! $240.00 non-return fee of their oversized paperweight. More infuriating support interactions. Just when you think it can't get more annoying.....

sidenote: my internet disconnected twice while typing this message. Time to explore other options!

I really wish Verizon could manually push the firmware updates. I'm within a half inch of pulling the trigger and ordering Starlink so I can use it as failover WAN.