This is a little bit of a tricky situation. There's a known firmware incompatibility issue with some models of that brand of WiFi router. The good news is that there's a fix for it in more recent versions of the Firmware. The bad news is that you need to have WiFi connected in order to download the update!
But here's a possible workaround: You can just have the Base Station connected to another WiFi network temporarily, download the update. We've had customers achieve this by bringing their Keypad and Base Station to a public library or cafe, or their own work. Or if you have a hotspot/tethering feature available on your phone, that can work too.
Once the firmware is downloaded, of course you can finally get it connected to your Arris router, and should have no further trouble. You'll even get all the great new features we've added to your system!
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davey_d
Community Admin
•
4.3K Messages
2 years ago
Hi flywithabel,
This is a little bit of a tricky situation. There's a known firmware incompatibility issue with some models of that brand of WiFi router. The good news is that there's a fix for it in more recent versions of the Firmware.
The bad news is that you need to have WiFi connected in order to download the update!
But here's a possible workaround: You can just have the Base Station connected to another WiFi network temporarily, download the update.
We've had customers achieve this by bringing their Keypad and Base Station to a public library or cafe, or their own work. Or if you have a hotspot/tethering feature available on your phone, that can work too.
Once the firmware is downloaded, of course you can finally get it connected to your Arris router, and should have no further trouble. You'll even get all the great new features we've added to your system!
(edited)
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