Trying to update my ASK-NCQ1338FA Internet Gateway to the latest version - https://www.verizon.com/support/verizon-internet-gateway-ask-ncq1338-update/
I currently have Modem Firmware version https://www.verizon.com/support/verizon-internet-gateway-ask-ncq1338-update , but there is not an option to do so on the Gateway. I've looked at every menu under Basic and Advanced.
Current Version
Modem = 231251
Router = 3.2.0.18
Good morning. Software updates are pushed out to the device. Hopefully it will be updated very soon. -Joe
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
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
Thanks for reaching out about updates and your websites not loading. Software is auto sent when available. Please tell us more about the internet performance so we can assist with troubleshooting. What websites are you having issues with?
-Deb
It is working OK now.
I was in Pass thru mode since I wanted to use my own wifi system. I reverted to the factory defaults and I'm not getting any timeouts lately.
When I was in pass thru mode it timed out on a number of web sites. The main one I remember is https://www.pointingpoker.com/. Which absolutely would not work
The gateway logs showed the firewall blocking a lot of fragmented packets. I tried changing the MTU as many users suggested, but it did not help.
I'd eventually like to put it back in pass thru mode and would certainly like to upgrade to the latest version for any security update, but that does not seem possible since it has to be pushed and Verizon does not seem to have an aggressive plan to push them out
What does it mean when you say it is "auto sent when available"?
My ASK-NCQ1338FA router is at 3.2.0.21 and I have been waiting over 2 months for an announced update that, hopefully, fixes a reported DDNS bug and has "security enhancements"?
System Update 8
The details:
Release date: 12/14/2023
Software Version: 3.3.0.3
What's changing:
The current software update provides:
Performance improvements
Stability improvements
Security enhancements
Thanks for following up. Our goal is to ensure we address and resolve all your Home Internet Concerns.
We sent you a Private Message, please review at your earliest convenience.
~Gilbert
My ASK-NCQ1338FA is still on
Hi Gilbert, can I get a PM to get my software updated?
Unfortunately, Gilbert told me it is all automated so no way to expedite any update. Sigh.
Coming up on 3 months.
Hellojehrler. Thank you for reaching out again. Gilbert is correct when he shared software updates are automatic on the Verizon Home Internet i\equipment. Let's work together to determine what may be the root cause of any home internet issues you have experienced. Please reply to the following private message With more details on the exoereience you are having currently with your home internet.
-Deb
Hello mhedtcke, being on top of your equipment is crucial, especially if you are managing your software.
The Private Message, won't include a software update. As confirmed by jehrler, software updates are regulated by the manufacturer and cannot be pushed/forced to expedite the process.
Hope this helps.
~Gilbert
It's now 04/18/2024 and I haven't received the firmware update that was released on 12/23/2023. Given that it contains "security enhancements", I'd like to get the firmware update.
I have read this thread (and many others) referencing that the hardware vendor is pushing the updates to the routers.
This leaves me with a couple of questions:
1. Why is Verizon advertising a firmware update that isn't actually available? It's bad practice in the extreme. If there are security issues that need to be resolved, they have been advertised to the world for 4 months and there's nothing that the end user (or apparently Verizon) can do to release firmware updates? That's out-of-step with any form of best practice, and is downright irresponsible.
2. Is there any line of communication with the router hardware vendor or is Verizon simply taking a "hands-off" approach on this issue?
My only complaint with Verizon 5G Home Internet service is the firmware update situation on the router. The manual check didn't work in the last version I had, and then it was removed (along with a massive UI overhaul) in the current version I have.
Please escalate to whatever level is needed to help answer these questions. All of your customers running this hardware deserve a better answer than "not us".
Good afternoon, and thank you for reaching out to us on this platform. Being on top of your equipment is important, and we'd like to help. Please tell us a little more, have you tried to restart your device? Are you experiencing issues with your device performance?
~Maria
Thank you for the reply.
I have restarted the router via soft (reset thru Admin GUI) and hard resets (remove power) multiple times (4x/each over the last two months). I'll go restart it another few times to see what happens (soft).
My issue is not with device performance. It is with device security and the firmware release process.
EDIT/ADD: I do have one device issue performance issue. My time zone is not accurate. If "Network Identity and Time Zone (NITZ)" is enabled (default setting is enabled), then I'm constantly one hour ahead of my actual time. The time zone is incorrectly being set to "Eastern Time" when I'm located in "Central Time".
If I disable automatic time updates then I can set the time correctly. However, the date and time will not hold after a reboot and reverts to a date of 12/31/1969, although the time zone stays accurate.
The "Edit" button is disabled to correct the time zone and time when "Network Identity and Time Zone (NITZ)"is enabled.
I made these exact same points back in January when I was talking/messaging with Verizon tech. You are correct it is unconscionable for an **internet facing device** to have security enhancements that have been pushed out to some but not available to all.
I, as well, have not received the update. I wonder if anyone has?
unwiredsoul, thank you for clarifying. At the moment, those updates are being rolled out automatically and we're sorry if you haven't received them yet. There isn't a way to push those updates to your device manually and we'll need to wait for them to be downloaded automatically.
For your time zone, since this is a wireless service, it can change based on where service is being provided and what tower it's connected to. You're doing the right thing by disabling the automatic setting and changing the time to your correct local time.
~Jesse
Please read again.
I am not able to manually set the time without encountering a firmware bug.
The automatic rollout response you provided does not address the issue.
This is my second request for an escalation path.
I'm stuck on 222656 since I can't attach screenshots specifically showing when I click on check for update it errors out, then it asks do you want to try again, when you click Yes it says it was successful and device is on the latest version ..... Is the only option to RMA the device by calling into Verizon and requesting a replacement? The folks on here haven't had any success working with support, and I see these threads going back almost 2 years now.
Start a new topic or ask questions in the open forum.
