Motorola release note
said by cramer:
The word they're looking for is "won't". They learned their lesson screwing up everyone's SB6120 with bad firmware -- in some cases bricking them, in others making them inoperable (unable to sync.) It screwed up their modems, too... they screwed that pooch in every possible way.
It wasn't a modem firmware update that caused the problem. It was a CMTS software update to meet updated DOCSIS 3 specs that wasn't compatible with older 6120 firmware, specifically version 22.214.171.124.
The bigger problem was Motorola was still distributing version 126.96.36.199 in it's retail modems several months after the problem came to light (188.8.131.52 was over a year old at that point, the new firmware release on retail was 184.108.40.206). The 220.127.116.11 modems wouldn't sync on CMTSs with the newer software, but the modems weren't bricked. TWC or the other cable companies couldn't update them normally since they wouldn't sync. TWC had updated the 6120 modems on their network before the CMTS update. I'd guess this is why TWC doesn't officially support new customer owned 6120s on their network, since there are still ones with 18.104.22.168 new in the box wandering around. 6121s had newer firmware from the start.
This hit all the MSOs: Charter, Comcast, Cox, BrightHouse, Optimum, and TWC all had threads about the issue here on DSLR.
If anything, TWC learned to update customer owned modem firmware more often. As far as I know TWC does update customer modem firmware, when they update other modems of the same make and model. It's can't be requested from customer support, they can't do it, most don't even know how it's done so you get a bunch of odd and wrong answers about it. Modem firmware updates are pushed by an automated process initiated/scheduled by TWCs Engineers.--
If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes.