ARC-XCI55AX - Still won't Update Software
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Has anyone successfully gotten the ARC-XCI55AX for Verizon Wireless Home Internet upgraded to 3.4.0.10?
I have been on the phone and chat with support on and off for the last 5 months. Only one of the Techs I have worked with has even understood the actual problem. They all send me the same link to a completely different router and tell me to click the "Software Update" button. Which DOES NOT EXIST on the the ARC-XCI55AX.
At one point I got a level 2 tech who seemed to understand, but his only solutions were Reboot and Factory Reset. Both were completely useless. And after my session disconnected (because I did multiple factory resets and reboots) I never heard from that tech again.
I attempted to get them to do a device swap and hopefully get one that can be upgraded, but of course that was not an option. Apparently the service is not available at my address (despite the fact that I have had it at this address for 2 years now).
So now I have another several hours of useless tech support to argue with.
Solved! Go to Correct Answer
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They're confused because they just don't know the equipment very well, and investigation into the problem is apparently not part of the job requirement. I hate to be snarky but I'm as frustrated as you are after reading your post, and I'm just another customer that once had a Verizon router model (Askey cube) that got stuck without a critical firmware update for 4-6 months, too.
Frankly, I don't know much about the ARC-XCI55AX, so I read the release notes for firmware version 3.4.0.10 (https://www.verizon.com/support/verizon-internet-gateway-arc-xci55ax-update/).
Within the release notes for the firmware you're trying to obtain are countless fixes. The one that really sticks out is:
- Support client-initiated FW upgrades when applicable.
That's the "Check for Updates" button that Verizon support believes should be there. However, it doesn't exist until you get updated to 3.4.0.10. The irony of this situation is not lost on me, and I'm truly sorry you're going through a loop with the only people empowered to escalate your issue and help push the firmware to your router. If they won't do that, they should replace the equipment. Anything less is simply unacceptable.
I would strongly recommend calling back in to support and trying to escalate. If they refuse the device swap then point them to my comment.
Good luck!
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They're confused because they just don't know the equipment very well, and investigation into the problem is apparently not part of the job requirement. I hate to be snarky but I'm as frustrated as you are after reading your post, and I'm just another customer that once had a Verizon router model (Askey cube) that got stuck without a critical firmware update for 4-6 months, too.
Frankly, I don't know much about the ARC-XCI55AX, so I read the release notes for firmware version 3.4.0.10 (https://www.verizon.com/support/verizon-internet-gateway-arc-xci55ax-update/).
Within the release notes for the firmware you're trying to obtain are countless fixes. The one that really sticks out is:
- Support client-initiated FW upgrades when applicable.
That's the "Check for Updates" button that Verizon support believes should be there. However, it doesn't exist until you get updated to 3.4.0.10. The irony of this situation is not lost on me, and I'm truly sorry you're going through a loop with the only people empowered to escalate your issue and help push the firmware to your router. If they won't do that, they should replace the equipment. Anything less is simply unacceptable.
I would strongly recommend calling back in to support and trying to escalate. If they refuse the device swap then point them to my comment.
Good luck!
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I got myself all amped up and ready to have a major argument on the phone with someone until they either shared an actual process for updating the firmware or replaced it altogether.
Much to my shock... the first person I got on the phone did not even bother with troubleshooting or trying to talk me through any tech support. She simply said she would replace it.
And unlike the multiple people I talked to on chat earlier this week, she ACTUALLY DID IT. Not one word about the service not being available at my house.
It arrives early next week and is the newer model that they must have switched to.
