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View Full Version : Charter High Speed Internet --- Problems or Praise...all are welcome!!!



Cascus
06-08-04, 05:14 PM
As the title says. ... Any issues or praises please post here.

I am a tech support agent in the NW area and will try and help as best I can answer any questions that you may have pertaining to Charter HSI services.

Please keep in mind that not all information is shareable, but I will be as candid and honest as possible. If you are experiencing problems please try and contact your Contact Center first as you may be in a known outage area or situation that we are aware of.

Good Day!

Cascus
:thumb:

Simulate030
06-08-04, 07:02 PM
Just generally, is the Charter network handling the 3mb increase well? Lately my connection goes down often or slows down, so I was thinking that either they're having trouble with the traffic or it's a problem with my comp.

Thanks!

Cascus
06-09-04, 12:31 AM
Generally speaking "yes". There are of course the exceptions such as, hadware fails, software errors, power outages, etc, but all in all a stable network.

Look for Spyware/adware problems (adaware 6.0 / spybot), inet settings (reset everything to default), or PTP can slow things down. I have seen routers slow down a connection but not dramatically.

HTH

komseh
06-11-04, 01:32 AM
I'm a contract installer for charter in Ft. Worth, TX.
I can confirm that every speed test I have done on internet installs since the introduction of the 3mbps down package have been between 3mbps/3.3mbps down w/ 240-270kbps up. So, my answer to that would be yes, the network can definitely handle the speed. The only reason that you should have a speed decrease, besides line problems, is if your node is overloaded with hsd customers.

I will try to pitch in on any questions since i'm basically the other end of the operation for charter hsd.

Tech support guy, can you slap the **** out of charter customer service for me?

Cascus
06-11-04, 01:52 AM
I guess I would have to slap myself lol. I am Tier 2 in the Contact Center here in Vancouver Washington.

:rotfl:

acurban
04-08-06, 04:28 PM
I am on the Charter 3MBPS service and am only getting 300kps today. i have tested every 30minutes so far today and service is very slow!
why cant it be more solid service, i feel cheated. its like ordering a hamburger and only getting a 1/4 hamburger on the plate.

pmasley
04-09-06, 05:52 PM
I am on Charter in Beckley WV. On my test last night I was showing 3.07M down and 278K up. I have the old "Sharkfin" modem with the "HMTL" upgrade bin file installed. It keeps asking me for a password when I want to check the voltages. I have a tech coming by on Tuesday. Before the update I could see a -13 line problem. I wanted to be able to show him that. Will he be able to logon to the modem and see this info?

Cascus
04-10-06, 10:57 AM
ACurban - Sorry to hear about that. Sorry this is the soonest I could respond. I am no longer in that position with Charter. I would recommend calling the Contact Center for your area to trouble shoot and possibly get someone out to check the levels outside/inside. This could also be the result of many other factors that are in play. For example - Car wreck, line amplified was ran over, power outage down the street from you, etc.

PMasley - He probably will not be able to log into the modem. But he does have a tool (signal meter) to check this out in most cases. The signal meter reads the same thing the modem does.

pmasley
04-10-06, 03:02 PM
Cascus: Thanks for your answer. Well I got the time. Somewhere between 8 am and 12 noon tomorrow. Hopefully he makes it earlier thatn noon. I havea docs appointment at 12:45.

lowspark
04-21-06, 09:27 PM
I have had Charter HSI 3meg service now for about three months. I can get 2 megs at 5:00 am. Most of the time it is about 1 meg. Between the hours of 4:00 pm and 10:00 pm I get less thsm .5 meg.I have called and called about the problem. at first I was told the problem was spyware. I use Spysweeper and Adaware Plus and I run scans from many of the freeware programs. Cookies are all that are found. I have very few of them at any given time because I use CCcleaner. After explanining this to a tech I was told I had an open port draining my bandwidth so I went to Shields Up, all ports were stealth. Finally I had a tech come to my house. He got honest with me and told me that charter was renting lines from Sprint and there were only a few lines running to my location and one of them was in reserve. also there was a bottle neck up the beach from me that was causing slow speed for everyone on the line in my area. They fixed the bottle neck but my speed is still slow. I had Sprint DSL before charter, it was only 1.5 megs but it was consistant.I believe I am going back to Sprint I am using ther lines anyway. It is really frustrating to get the run around from Charter to the point of blaming my computer. if I was less computer savvy I could have spent a lot of money fixing a problem that did not exist. My thanks to the honest tech. Anyway thats my experience with charter so far.

pmasley
04-21-06, 11:15 PM
Cascus: Well, he came by, wanted to know who had been screwing around with the cables on the outside of the house. I told him that that was Charter's Mess. I watched him for twenty minutes trying to open the modem. I had figured out how to get past the password earlier. When he turned his back, I logged on to it.

He wanted to know the secret. When I would not tell him, he attempted to confiscate the modem. I then told him that it was mine and not Charter's. Charter had given it to me when I was a beta tester for them. Upon doing his check, he blamed it on the modem, then the router. After checking the lead line (showing -17), he replaced it. I now have the setting showing -7.

Wonder what they will attempt next?

Lurch
04-22-06, 07:41 AM
Hi,

A few days ago my Charter broadband got slow as molasses for no apparent reason (I mean slower than dialup on a bad day). I called their tech on my Vonage VoIP phone (which people could not hear me talking on hardly at all) and he was not any help. So, he sent three techs over yesterday. They set up their laptop on my cable modem and said there is 3 MB incoming signal. They advised me that Vonage could be the reason for the problem and thought I should consider another type of phone, but didn't come right out and blame it on Vonage. They also thought I should rebuild my HD, that it might be an idea for me, which I did, with reformatting, and to no avail.

I finally got some improvement from this site when I downloaded and installed TCP Optimizer and changed the values of my settings and rebooted.

I'm not sure what my speed is now but it's not bad at all and way better than it was.

I was kind of surprized that Charter could not do anything to help me with the problem. I figured they would resolve the issue for me. They more or less left me on my own to deal with it. I pay $30/mo for their service, it seems they should know how to troubleshoot.

How do you all think of VoIP phone service? Does it really screw up broadband connections and slow it down a lot?

I'm open to any suggestions.
Thank you very much.

L

ericlw
05-11-06, 10:21 AM
Getting cable internet from Charter, modem should come today and having no experience I have some questions. Sorry if these questions have already been answered. What type of coaxial cable can I use? If I split the cable before it goes to the tv with a good splitter, will it hurt the signal strength much? What is the best splitter I can get from RadioShack? Is Monster Cable any good? There is only one split in the cable from the box it is split by cable splitter made by Antronix model #CMC3003H with the line on a -7db output. If I swith the line over to the -3.5db will that help? Is there such a thing (cant seem to find one online) as a device to extend coaxial cable without hurting signal strength too much?

acurban
05-28-06, 08:47 PM
I am also using VONAGE with a WRTP54G router 2.4 Ghz router.
nothing else on network except my PC. I also am using a AT&T 2.4ghz phone
Is it possible that my 2.4Ghz phone is slowing my connection down?
I am STILL getting upload and download speeds about 250kbps speeds even though i am on 3mbps service. Charter tech was unable to help me at all.

MrTudo
06-08-06, 10:42 PM
Sorry for the duplicate posting. I saw this thread after I started this one.

We are trying to get Charter high speed internet installed in a house located in zip code 28722. We are trying to buy this house and relocate from SW Fla. We have a contract on this house and one of the contingencies is that HS Cable internet be installed at our cost and be acceptable in terms of quality.

The real estate agent is supposed to be taking care of this and was supposed to have an appointment to meet the installer at the house yesterday. She called Charter to confirm the appointment and was told that the installer had already been there and that it was determined the "signal" was too weak to bring HSI to that house but that it was available elsewhere in the neighborhood ( !! ) She then called the main number again and was told a different story, that there is most certainly HSI available at that address and that whoever told her the story that it was not was not telling her the truth ( !! )

She called me and asked me if we wanted OUT of the contract to purchase if we could not get cable internet and I told her that we have zero interest in moving to the dark ages of non cable high speed internet. She called us back about 2 hours later and told me she placed the order for the initernet to be installed and that that would happen on Saturday, between 3 and 5 PM. She said she spoke to a supervisor. I called Charter and they simply told me that high speed internet was definitely available at this house.

Arghhhh!

Anyone have an opinion on this one? Does anyone have any experience with Charter cable HSI in the Columbus NC area??

Thank you in advance for any replies

BrandonB
06-08-06, 11:56 PM
I had charter, connection would drop constantly. Worst service I have ever had, was always slow and we had ALL the best packages charter had to offer. Customer support was an absolute joke (no offence), its like they were givin a 3 page training "manual" and a handful of scripted answers. Maybe its just my area, but it was just horrible and when we called to get a tech out here they wanted us to be home ALL day for a tech guy to come out when he might not have even showed up. Sorry but its true. Now I have Bellsouth DSL and DirecTV, the DSL is twice as fast and 10 times more reliable then charter. The DirecTV rocks. AND its about 80 bucks cheaper then charter.

Gravy
06-10-06, 03:25 AM
Hey ya'll Tuscaloosa Alabama here

I've been using the 3 meg service for a couple of years now. Generally works great although its had a hicup a couple of times.

Every once in a while at around 10 pm to around 2 am my pings to a game server I play on go to chit. the server is located in Chicago. This will go on for several nights for 2 to 5 days then everything will clear up and my pings will drop back to normal and then maybe 2 ot 3 months later it happens again. It's not really a problem but annoying when it does occur. It seems random but except for the time frame it happens in. I assume that somewhere on one of the hops someone is updating or using a lot of bandwidth.

I recently traded my old ambit modem that I rent from charter for one of the newer smaller ones they now have and I noticed on download tests that it seems to averidge 50-100 kps less than the older big one. I guess its being smaller makes it choke a little LOL. That little bit of loss is negligable but it is a curiousity.

I'm sure its been mentioned here somewhere but I discovered a long time ago that zone alarm firewall chokes your connection and slows your downloads. If you don't believe me test it yourself download something with it on then turn it off and download the same thing again there is a big difference. I now use (sigh) windows firewall. They actually have it working pretty decently now.

Also Norton is not only a resource hog but it also chokes your bandwidth. I use the free one from avg its small and works like a champ.

Thanks to the charter techs who are making themselves available for all of us Joe Blows out here. I know this is voluntary and comes from having pride in your work and the will to help others. My hat is off to you.

I wish they would hurry up with the 5 meg service I have been hearing rumors about. I hear it is being test marketed in certain areas.

Have a great day all.

Roll Tide

Gravy
06-10-06, 03:27 AM
Umm

PS I do enjoy my HSI but if there is a problem dealing with the telephone menus to get help is a pain in the rear. The support peeps with the funny accents are the worst I agree with the fellow above on this account. They read from a script and if you break them by asking a knowledgable question it screws their whole spiel up.

If and when you finally get a real tech on the line they are usually knowledgible but I have ran into a couple of them also who don't really seem to know what they are doing. But in fairness they are a small percentage compared to the real techs who do and go out of their way to help you.

cable service I give an A
majority of the techs I give an A
admin type support "specialists" a complete failure

JerryC
06-10-06, 07:57 AM
Hi Cascus,
I got Charter Cable and High-speed internet about two months ago. It was a new installation from the street, not just a re-connect. Onte TV and One modem. At first, things worked fine and the internet part was fast. About three weeks ago, the web connection would just freeze up. I had a Motorola SurfBoard modem and we went through all the troubleshooting steps to figure out why the 'activity' light (I can't remember exactly what it was called) was staying solid instead of rapidly flashing like it is supposed to. They scheduled a technician and told me I could take the modem by my local Charter place for bench testing. Instead of bench testing the modem, they replaced it with a different brand (might be Alcatel, but there is no brand identifier on it).
I got it home and had the same problem. Called tech support and we tried some things to no avail. About 10 minutes after the call was over, the internet connection came back alive, so the night before the technician was supposed to come out, I cancelled the service call, becuase I did not want to miss work if the problem had been solved.
A week later and the problem is back. Out of nowhere, when you try to navigate from one page or site to another, it just times out while loading. On this new modem, the ENET light is the one that's staying solid. It should be rapidly flashing during normal operation.
So after that long story, what do you think is causing this problem, and what do you think they will need to do to resolve it? Thanks! -JerryC:confused:

Shagster
08-23-06, 10:36 PM
I had it up in Atlanta and had constant disconnects. They said it was probably old wiring. I found that interesting since I was living in a brand new building.

acurban
08-24-06, 01:11 AM
After installing VONAGE on my system, i encountered BAAAAAD and SLOOOOOWWWW connections. I was stumped. I had at least three different techs out to look. I finally got a great repairman in to look at my system. He saw that somebody (an old cable guy from years before) had previously installed a AC powered signal booster directly into the INTERNET line, (which was originally cable only) He told me that the booster was boosting the signal so fast and hard that it burnt out my cable modem!!
He removed it from the circuit reran my cables to shorten them some and TADA!! I have a cable INTERNET that runs on average 2.88mbs Down and 248.16Kb/s
Here is the results from a test I just ran on website: READ ALL THE WAY TO BOTTOM FOR THE CHARTER CANBLE "MODEM" website also

http://speedtest.charter.com/


TCP/Web100 Network Diagnostic Tool v5.2.1e
DO NOT USE YOUR CONNECTION WHILE TEST IS RUNNING
click START to begin
Preparing Speed test . . . . . . . . . . . . . . . . . . Done
running 10s outbound test (upload) . . . . . 248.16Kb/s
running 10s inbound test (download) . . . . . . 2.85Mb/s

Your speed is 51.97 times faster than 56Kb dial up

Your PC is connected to a Cable/DSL modem

click START to re-test


If you need to get ALL the data on your cable modem from Charter. here is a great tool as well. You may need to call the company to get the right logins.

http://speedtest.charter.com/

To LOGON:
Try "user"
"User"

AND ALSO TRY:

"root"
"root"


Good luck and let us know how it goes!! :thumb:
for logion.

Jncscrapper
10-31-06, 10:08 PM
Unfortunately I have to echo the need for a hard slap. We pay alot of money for the Charter Service. The HD Cable snaps and pops, customer service blames everyone except their equipment; but the internet is the most frustrating of all. We have had the 3 Mgb service since it came out years ago, for the past 2 months we have been crawling at just barely 64K. When we unplug the modem and router for a second it goes back to 2.5 ish. This only lasts a few hours at best. We call Charter they tell us to unplug and plug back in, they run a speed test and say your good. The won't send a tech out unless they get a slow speed test. It always works good after the unplug, but we can't operate that way. We have checked and re-checked every setting we can and are at our wits end. My husband is totally losing his temper waiting on hold for more than an hour to be disconnected and start the whole process over again. Sometimes we can convenience them to get us to tier 2. The last one said that a file in the modem properties was corrupt. She fixed it saying that would do it. It did for a few hours, then same old thing.
Years ago a tech came out and said that he felt that the cable needed to be replaced. We have asked Charter several times and they don't answer, or make arrangements to check it out. I'm sorry to hear your are not with Charter anymore, we need someone to help us.

We have a wireless network and have had no trouble before the recent 2 months. 2 PC's are hardwired to the router, 2 are wireless and we have a bridge for the game system also. All are running slow. We've turned some off, still no better.

Any advice would be greatly appreciated. Are there any magic words to get a tech person to come out here? Sorry this post is so long.

acurban
10-31-06, 10:15 PM
My advice is to just keep on them and make them keep coming out to check. Its your right as customer to get the service you pay (an arm and a leg) for.
I finally got lucky and got a great repair person that actually cared about helping me.
Good luck!!

Walkdog
11-17-06, 02:14 AM
I'm a hardcore gamer and i practicly can't play multiplayer online anymore because of certain things.................PING issue's is the major thing and i've learned that for people in my area which is East Texas that Charter purchases so much bandwidth or whatever from QWest and well they don't purchase enough so therefore your download speed drops alot but it's so fast you don't realize it. Now if your a hardcore gamer like me and depend on ping time's "for which i do" you can't even finish half a game most of the time because your being kicked for high ping. I would not recommend Charter for East Texas if your a gamer but then again most of of east Texan's really don't have much choice. I have recently sent another email to Charter and i'm gonna keep on till another service move's in or they upgrade there service's.


I'm having this certain problem and it occur's about 2-8 time's during a 10min time span. It deals with my ping for which spike's up to over 500 and sometime's even up to 1000 and hang's high for about 5-10 seconds then drops down. I'll do speed test when this occur's and notice my download speed has also dropped.

Now i'm a hard core gamer and this constant fluctuating ping is kicking me out of every server and cannot play one single game through without getting kicked from the server, and most server's i try to play on are in Dallas for which is only 2 1/2 hours west of me.

I've isolated this problem and finally a tech noticed the problem also through a qcr and said he would submit a ticket to get fixed. I later received a email from that same tech saying that it could/would not be done because the problem is on the backbone side and he tried to get it done but other's wouldn't touch that subject therefore leaving me with my problem saying that they guarantee speed but not ping time's. Well it doe's affect my download speed when those pings are high.

I've looked and found a Charter Corporate phone number to take this even further but none of the number's work for me. I myself am starting a petition in my local town and in the city of Marshall on this subject and try to find out how many people have this problem, i'm assuming most everybody doe's because my family and friends here locally all have the same issue's. For whoever i can get to sign the petition i will also have them start calling tech support once a nite every nite till this get's fixed.

Here in my local town it's either charter high speed or dial up, but there is a new company coming in within the next 6 months and if this problem is not fixed i will do everything i can including running newspaper adds and what not to get people to switch to this service for which i have played around with while in there area and they don't have drop offs or fluctuating ping issue's as i have with charter.

I know the tech that recieve's this will probably not be able to help me but please if you can forward this up as far as you can and i will try to do the same when i'm able to find the right person to send it to.

I do like Charter alot and wish to continue service and am looking forward to phone service moving into my area also so i can have my cable, internet and phone all on one bill but as it stands now i can't do what i like to do most on the internet which is gaming and gaming is probably the fastest growing trend and more and more people will start noticing this issue.

Please Please help me here.......

Thank you

Mark Walker

xadrian
11-24-06, 09:59 PM
My wife and I came up for Thanksgiving to visit both our parents. At my parent's house, charter HSI (5Mbit) is super fast, no problems whatsoever. At my wife's parent's house (3Mbit), the connection was crawling (30Kbit or so). When I asked, they mentioned that it had been slow ever since Charter asked them to upgrade to the new phone service and faster internet, which they had declined because they were perfectly happy with their connection speed.

So, being ever curious, I set up an SSH tunnel and proxy to my servers back home. Lo and behold, my connection is suddenly a full 3.0Mb. This seems *really* shady to me, considering they've talked to Charter support multiple times now and they claim the connection is just fine.

Spyware, etc. was not an issue since I brought my own, secure laptop. Besides which, routing network traffic through a proxy wouldn't suddenly make spyware super speedy. I ran some side-by-side comparisons in Firefox (via proxy) and IE (via direct connection). I could query and retrieve 10-11 separate searches on google via the proxied connection before the results came back from the direct connection. DNS doesn't seem to be the issue either, since manual DNS settings don't improve the direct connection at all. The proxy was set up manually by me and does NOT cache data, so it's not providing any speed benefit in and of itself.

Anyway, the big question is... is Charter scamming them to try to get them to upgrade, or are their servers so hideously configured that new outgoing connections are causing over 10x slower speeds?

waltinvt
12-18-06, 08:58 AM
I'll be the first to admit that this is all kind of over my head but I need some help.

I've had Charter for years - mainly because where I live in Vt, there's no other option and I need highspeed for my home office. I was having some problems in September and their tech support talked me into having them come in and do a wireless system and up the speed to 5megs.

They put a Netgear 814WG modem / router in my upstairs office and a Netgear wireless adapter in the downstairs family room. He had a lot of trouble getting a connection and keeping a connection and sure enough after he left it dropped off and wouldn't come back. I ended up hooking the old 3 Com sharkfin back up downstairs and using the wireless adapter on my daughters computer (also upstairs).

Well last week I started having problems with one of my business client's email. He receives mine but I can't receive his. While talking to Charter tech, I explained what happened downstairs and how I solved it.

Now they're saying I should NOT have that hooked up with a separate modem and they will be charging me for a second line ($42 more per mo).

This deal was supposed to entitle me to up to 4 additional hookups and basic cable for $70. I was only paying $87 before the wireless when I was just using 2 sharkfin modems (one was leased).

Anyway, since their wireless hookup won't work in the family room downstairs, should I be able to use my own modem there without an extra charge?

YARDofSTUF
12-18-06, 11:11 PM
Usually you have to pay for the service for each modem, if you were doing that and then they switched you over to a single modem then they may wanna charge you for the 3com as well.

If the netgear modem is theirs Complain that they put in a crappy solution, see if they have another model that may work better.

Gumarx
01-10-07, 07:02 PM
I have a lot of speed issues in my area. I subscribe to the 5mpbs package but I usually get 2.2 - 2.5mbs. Is this a common issue? We also tend to have a lot of outages and I had some pretty horrible customer service when I was trying to subscribe to Charter but it is the only provider of high-speed in my neighborhood.

pcorr
03-20-07, 11:24 PM
I have charter internet 5mbps, there is no problem with the speed of the line but with the connectivity. The internet connection will go down for four hour intervals at times and reseting the modem and router does not seem to fix the problem. We have been given three different modems all with the same effect. Is this a problem with Charters service or the router. When the internet is down I can still log into the router and see that it is not getting an IP address. The router is a netgear WGR614 V.6

davidwalker
09-12-07, 05:02 PM
My son is trying to hook his pc up to a router that already has a desktop hooked to it. it is charter cable internet. the network connection says it is good. he plugs it in, it says cable enabled, but when he opens explorer, it says site not find, no detection. The other pc is working, is there anything special you have to do? i asked him to check the lan settings in the explorer and set them the same as the other, which had nothing checked. no proxy or auto. nothing checked. Don't know. Is there software he must install for that router to work on his pc.

trogers
09-14-07, 04:41 AM
My son is trying to hook his pc up to a router that already has a desktop hooked to it. it is charter cable internet. the network connection says it is good. he plugs it in, it says cable enabled, but when he opens explorer, it says site not find, no detection. The other pc is working, is there anything special you have to do? i asked him to check the lan settings in the explorer and set them the same as the other, which had nothing checked. no proxy or auto. nothing checked. Don't know. Is there software he must install for that router to work on his pc.

Use the desktop to log into the router and ensure that its DHCP function is enabled. If not, set it to enabled and save and reboot the router to take effect.

When DHCP is enabled, the router will issue a local network IP address to any computer connected to it (in the format 192.168.xxx.xxx).

To check, click 'Start' -> 'Run' and in the small box type "cmd" and click ok.

A large DOS Black Box will pop up. After C:\> type "ipconfig /all" and press enter. Info about the connection will be displayed. Look for the IP address.

mattballew
04-23-09, 08:07 PM
Charter Charter Charter... Charter have made mistakes in the past... But they made up for it... Weather they knew it or not... :D


Bad Support, Hours of Downtime, Channels missing (From TV), Still today get hours of downtime...

Thx to some mistakes they have made in the past, I got a few years free Internet on 10/2 Mbps Connection. So im happy. :)

tsojess
07-22-09, 04:47 PM
I'm having a serious problem with my charter internet. (I will say that 99% of the time it's trouble free, but when it goes down!!!!!! )

This started last night. 5pm everything is working. I leave for a few hours. 9pm I come home, and can't access the internet. The modem and router lights all say i'm online. I connected the modem directly to the computer and same thing.

I called tech support and the guy tryied to ping the modem and nothing. He ran more tests and came back, "Interesting, this shows 100% of the people on your node online, that's not possible." (this was 11:30pm, 1/2 of those people would be in bed by that time) He has me reset the modem. Nothing. He checks the rx and tx signals - rx was zero.

He said the problem is not likely in the hardware but rather in the lines outside. He scheduled a service call for this morning.

The guy arrived, to his credit, several hours early. He never checked ANYTHING outside, but came in hooked something to the cable and said it was connecting fine. He starts playing with the setting on the computer. It is immediately obvious that his knowedge of computers was next to zero. (he later admitted he is computer illiterate). He loaded explorer and couldn't understand why he was getting a blank page. (ummmm because I have a blank page as home! I see no point in loading msn, or any other page by default, when 99% of the time, it's not going to be the page I want) Ok this shows you where this guy is at when it comes to computers. I'm sure he can fix cable tv, but he should never have been dispatched for this problem.

Finally, he replaces the modem. Again all the lights say I'm online. They try to run a couple tests from the other end. One passes, the other won't run, so they decide that the site was down. Still no internet

He makes a couple phone calls, then announces that the problem must be my computer. Ummmmm I don't think so... Two computers with the same problem, failed at the same time. (Before you think surge, 2nd computer was not connected at the time or even in the room) So I bring it in, I already know he's gonna blame the router next, so I hook the modem to the computer. Same thing, nothing.

Now he's trying everything, new Cat 5 Cables, USB, installing drivers. Everything and anything, obviously guessing.

A few more phone calls. He puts the modem back on the desktop, through the router. Does and ipconfig and gets and ip address (ummm, that's the router's ip, duh) I hook it up direct, and now the address is 0's. Another phone call. And he informs me that it's my computer and to have it checked and if it turned out ok, to call back. (Oh, and he didn't have a laptop to try it himself. Too bad, I'm sure his had the same problem)

By this point, it was useless. I said that I've been a tech for over 20 years, A+ certifed since that became available, and have built more computers than I care to count. I said I'd check it out, but I can tell you, short of a lightning strike or a surge, 2 computers don't have the same failure at the same time. As I said, the laptop wasn't connected and we've had no storms.

He leaves, I put back all the settings he had been playing with, and put the cables back, still nothing about 10 minutes later, for kicks, I tried ipconfig, and got an address. Tried email, it worked. explorer worked. Hooked my router back up and it works. whatever it was either fixed itself or got fixed. still suspect it had to do with it showing 100% of the people online.

At the moment, it basically works, but drops intermittantly. So whatever it is, is still not right. I'm not sure where to turn at this point. I don't really need some guy that has no idea what he's doing, poking around again. But I don't need this cutting out on me either.


2nd quick and unrelated question. Is it advisable for me to buy my own modem? I can get them wholesale so the rent I'd save would pay for it in a year or 2, depending on the brand of course. My concern is this is the 2nd modem I've had replaced (well 3 if you count the 1st one today, which was probably fine, and possiblly the 1st one was too.) Do they fail often. If it won't last 2 yrs, then I'm not saving anything. (I'm looking at the motorola)

Thanks

YARDofSTUF
07-22-09, 05:48 PM
They could have a hardware issue or be doing maintenance, could call back and try and ask for a more skilled person to actually do the line check.

The motorolas are good modems, ISPs are switching to DOCSIS 3 modems now so you may want to hold off until your area gets upgraded, or else you could end up needing to purchase a new modem to reach full speeds(depending on your package).

KoRnGtL15
07-28-09, 01:50 AM
Sounds exactly like my story to a T. I am going through it right now. What area are you in by chance? It is a Charter problem in my area and is being fixed. Head on over to here. http://www.dslreports.com/forum/charterdirect Register and they can get you fixed up. They deal with you 1 on 1 and get the ball rolling. That is the only way I have had things taken care of quick. Btw. Don't let them blame the modem or router. They always try to pull that crap when calling in or when they come. But like I said. When you deal with them through the forum. It is a breeze. I have been on cable internet for years. Practically when it first came out. I have never had a modem fail on me yet. Currently I am using the Linksys CM100 cable modem with a Linksys WRT54GL v1.1 router. With Tomato firmware for the router. The combo has been rock solid and stable. I am on the 20mb/2mb plan with Charter.


I'm having a serious problem with my charter internet. (I will say that 99% of the time it's trouble free, but when it goes down!!!!!! )

This started last night. 5pm everything is working. I leave for a few hours. 9pm I come home, and can't access the internet. The modem and router lights all say i'm online. I connected the modem directly to the computer and same thing.

I called tech support and the guy tryied to ping the modem and nothing. He ran more tests and came back, "Interesting, this shows 100% of the people on your node online, that's not possible." (this was 11:30pm, 1/2 of those people would be in bed by that time) He has me reset the modem. Nothing. He checks the rx and tx signals - rx was zero.

He said the problem is not likely in the hardware but rather in the lines outside. He scheduled a service call for this morning.

The guy arrived, to his credit, several hours early. He never checked ANYTHING outside, but came in hooked something to the cable and said it was connecting fine. He starts playing with the setting on the computer. It is immediately obvious that his knowedge of computers was next to zero. (he later admitted he is computer illiterate). He loaded explorer and couldn't understand why he was getting a blank page. (ummmm because I have a blank page as home! I see no point in loading msn, or any other page by default, when 99% of the time, it's not going to be the page I want) Ok this shows you where this guy is at when it comes to computers. I'm sure he can fix cable tv, but he should never have been dispatched for this problem.

Finally, he replaces the modem. Again all the lights say I'm online. They try to run a couple tests from the other end. One passes, the other won't run, so they decide that the site was down. Still no internet

He makes a couple phone calls, then announces that the problem must be my computer. Ummmmm I don't think so... Two computers with the same problem, failed at the same time. (Before you think surge, 2nd computer was not connected at the time or even in the room) So I bring it in, I already know he's gonna blame the router next, so I hook the modem to the computer. Same thing, nothing.

Now he's trying everything, new Cat 5 Cables, USB, installing drivers. Everything and anything, obviously guessing.

A few more phone calls. He puts the modem back on the desktop, through the router. Does and ipconfig and gets and ip address (ummm, that's the router's ip, duh) I hook it up direct, and now the address is 0's. Another phone call. And he informs me that it's my computer and to have it checked and if it turned out ok, to call back. (Oh, and he didn't have a laptop to try it himself. Too bad, I'm sure his had the same problem)

By this point, it was useless. I said that I've been a tech for over 20 years, A+ certifed since that became available, and have built more computers than I care to count. I said I'd check it out, but I can tell you, short of a lightning strike or a surge, 2 computers don't have the same failure at the same time. As I said, the laptop wasn't connected and we've had no storms.

He leaves, I put back all the settings he had been playing with, and put the cables back, still nothing about 10 minutes later, for kicks, I tried ipconfig, and got an address. Tried email, it worked. explorer worked. Hooked my router back up and it works. whatever it was either fixed itself or got fixed. still suspect it had to do with it showing 100% of the people online.

At the moment, it basically works, but drops intermittantly. So whatever it is, is still not right. I'm not sure where to turn at this point. I don't really need some guy that has no idea what he's doing, poking around again. But I don't need this cutting out on me either.


2nd quick and unrelated question. Is it advisable for me to buy my own modem? I can get them wholesale so the rent I'd save would pay for it in a year or 2, depending on the brand of course. My concern is this is the 2nd modem I've had replaced (well 3 if you count the 1st one today, which was probably fine, and possiblly the 1st one was too.) Do they fail often. If it won't last 2 yrs, then I'm not saving anything. (I'm looking at the motorola)

Thanks

zeobo
12-06-09, 12:49 PM
I have a Ambit modem provided by Charter, hooked up to a linksys wrt54g wireless router.

The issue I have is that certain times during the day, the modem would not get a upstream lock and say denied. Two or three hours later it will be fine... Then randomly shut off (between 12am and 3 am or between 6am and 10am). It may do it more than that but those are the times i noticed it. I game a lot offline and use the internet rather intermittently.

3 pc hooked up to router, plus friends wifi when they come over
Tried power cycling both router and modem
tried hooking modem directly to pc
any help would be appreciated

youtap29
01-04-10, 07:19 PM
kevin mailloux refuses to return the phone calls... My internet is going down atleast 5 to 8 times a day.. Costumer service is not giving me a credit on the internet going down.. Im not the only one.. The modems are resetting its self constantly.. THey have excuses and telling me to live with it... The general manager Gregory Garabedian will not anwser any of my emails... What a poor envirment charter is creating for us... Worcester should bring in another cable company such as comcast to give us other options... THis problem has been on going for 4months now... My wife is a nurse for chemo patients and she needs the internet to communicate.. She has a company cell phone that we need a verizon extender, it runs off of the charter modem... Which is always down and it has cause issues at work for her.. such as being written up and losing a few life and death patients.. Charter ignores this fact and refuses to help out.. I am very disappointed with charter and there services...

Gravy
06-12-10, 10:30 PM
I've been with Charter for 8 years. I've had intermittent connectivity for years but usually on ly for a few minutes here and there.

Last week it seems to have taken a turn for the worse. Several times a day it will drop out for 10 to 20 minutes and at least once a day it will drop for 2-3 hours.

I put up with it for a day or two then called support. I know they have to read the script but it drives me crazy when they go thru the cycle the modem and reboot thing and they just don't believe I had already done all that before making the call.

Well she reset my modem from the other end and voila instant connect. She said she would send a tech out to replace my modem the next day.

He showed up and swapped my faithful ambit for a new motorola and said he couldn't see any problems and suggested that my pc was at fault. My pc is brand new 4 weeks old, Win 7 64 bit and worked like a champ first day out of the box. Now mind you this is the 3rd pc over the years and all had intermittent problems.

So he leaves giving me a clean bill of health and 20 mins later I lost connection again.

All this past week I lose connection 6-8 times a day and usually in the early evening around 8 o'clock it drops out and stays off for 3 or more hours at a time.

Last night it went out for 9 hours.

So they sent the same guy out this afternoon and of course it works perfect while he's here. And it worked well most of the afternoon but it has dropped out twice for about 20 mins each time so far.

He again said he thought it was a prolem with my pc. He also said that he thought they might be doing maintenance during the long outtages. I'm like "really, during primetime?" I can understand early am maintenance but 9 hours of it is hardly believable to me. And on average 3 hours a day.

Anyway he promised to come back tomorrow after putting my modem on a 15 min watchlist. He explained that it would get checked every 15 instead of every hour.

The motorola seems to take longer to cycle than the old ambit did.

I checked with my neighbor when my connection went down and his was fine.

I'm getting really really aggravated with it. I have paid them a lot of money over the years to be putting up with it. As a matter of fact I was the first person in my neighborhood to get HSI with Charter when it first came to our area.

mecikalski
08-04-10, 10:27 PM
Hi,

Starting yesterday I started to lose my internet connection. I called charter and they sent a Tech out. He told me that everything was ok on there side and that it was either my router or my computer. I had the same issue on 4 other computers at home so I didnt think it was my computer but who knows. So I went out a bought a new netgear Rangemax dual band wireless n router and I set that all up and still the same issue. After that I reinstalled my main computer with just the operating system, vista home prem , and I still get the same thing. I replaced all of the eth cables as well but nothing seems to be working. I can hook the modem up to the computer and it seems to work. What if anything changed. I have been using my own routers for years without any problems. I have set charter internet up for many of my business customers without any problems. I did go and hook up a dsl service that I have as well and everything works fine going through my routers to all of my computers. So what could it be with charter service

lsjimm
11-27-10, 04:22 PM
I am going to repeat a post that I made on a different forum over a year ago. The reason is that this issue has not been addressed or solved.
02/2009
"My situation here in St. Louis is similar to the latest complaints. I have had high speed 60m for over a year. I do a speed check at least once a week with various speed test such as Speakeasy, etc. For over a year, Charter speed test and the others have been consistently averaging 37-61m depending on the time of day. However, since aprox. July, the other speed tests are averaging 12-16m while Charter is still giving max speed. So, something has changed. I am not the only one and it is not a problem on my end. There seems to be a bottleneck or over user problem coming out of Charter servers to the internet or something, if that makes sense. Any help or information from the Charter people here or anyone would be appreciated."

Ricky Gibson
04-09-11, 06:57 AM
Up until a month ago we were downloading at 20+Mb/s w/ a DOCSIS 2.0 compliant router/modem from charter. We upgraded our pc main-boards to board w/ 10/100/1000 BaseT nics so we called Charter for a DOCSIS 3.0 compliant modem/router. An installer arrived w/out a replacement and checked our speed and told us no matter what with even a 3.0 modem we wouldn't get any faster than 20Mb/s, so after pointing out to him we would (I'm a computer science major) He went and came back w/ another modem router which he had written in pen 3.0 on the box. He installed it ran a speed test tada same DL speed. After he left I got into the setup and saw it was DOCSIS 2.0 compliant. We then went up to charter and demanded a DOCSIS 3.0 compliant modem/router, brought it home, set it up and Bam! 50-90Mb/s DL speed. As of the last week or so our DL speed seems to be capped at 20-30Mb/s. Both wireless and wired. F%&K you Charter! Over-floweth my a$$!