US Cable Support → Charter Internet/TV > Netflix HD - What is going on?

Re: Netflix HD - What is going on?

I guess it's time for a follow up. Looks like others have had this problem too...lol

I have NOT had any issues with streaming Netflix HD for a while now. Netflix Super HD is also working fine with my PS3, Roku 3 and Win 8 Netflix app. I'm getting the 5800 bitrate stream when I check.

I am in wisconsin. I think it has more to do with charter or netflix throttling their heavier users now. Peering agreements suck, and its likely netflix was throttling users in ISPs that would not get on board with their openconnectCDN crap. The throttling disappeared as soon as superHD streams went live to everyone, and they dumped their openconnectCDN plans.

I'm able to watch netflix movies through my tiro at 720p with no problems.

There could be a dozen things on your and causing the issue. especially if you rules out an issue on Charters end or in your general area.

For example one time I notice my speeds when to shit. Turns out when I update the firmware on my wireless adapter, the firmware was wonky and was causing the issue. As soon as I went back to the old firmware the problem was fixed. I only figured out that was the issue after also noticing it wasn't detecting my router's 5 GHZ signal either. If not for that I might have thought it was some other issue. So see something out of left field on your end could be it. Too many people are quick to blame Charter.

So I just got a new modem from Charter and it didn't make a difference.

I don't think this is a local thing... not many people in my area seem to have a problem.. or notice there is a problem.

It's nice to know this problem won't ever get solved and everyone seems to doubt there even is a problem :/

Netflix works great at my house and at my parents house, we both have the 30 meg plan and it's in two different cities. Must be a local thing with you guys, works fine in Wisconsin.

I'll be really surprised if the new modem makes an iota of difference. They sent us out their latest modem recently, and it didn't make a bit of difference. (Let me explain: the new modem enabled a major speed increase according to Speedtest.net, but it didn't do a thing for Netflix viewing...)

Post up and let us know, though!

We had about two years of high-quality Netflix (usually HD) on our Charter connection, but it has really sucked for the last 3-4 months. I have contacted support at least 10 times to get help, and they've done nothing about it. I've about given up on the issue...completely frustrated.

Last night, we had the same issue for like the 100th night in a row: Netflix started up at four dots on the Roku (not HD, but good), five minutes later it dropped to three, shortly after that it dropped to two. We gave up and switched to Amazon Instant Video---HD streaming started almost immediately and never quit.

We've been very busy and haven't streamed much in the last few weeks, but when we did we were hitting 4 dots on the Roku, which is decent quality, at least watchable. Then suddenly last night we're back to 2 dots.

When I have the time I'm going to see if Charter will send a different modem for me, as that would at least eliminate one variable from the equation. Seems like router / home network is too variable among all of the people with the problem for that to be the main issue.

Yes it does, the tap is shared. You don't have a dedicated connection

Having the same issues

@ frenchji

I am a tech here for Charter in Dallas TX, your on a shared tap rather it be a 2 connect or 4, and or more. You will never constant pull 3MB down ie 30mbps.

You should how ever avg at least 1.8-2.1mb down constant. If your not they should upgrade your tap or check the components at the amp before the tap.

Then again if your on a four port tap, And everyone is on the internet at the same time your going to have slower speeds because the line is congested.

Are you on a D3 modem ?

Like here where i am im on the only person on my tap, Speed test show around 60mbps but when i download im usually about 2.5

Update: I keep heckling both Netflix and Charter and Netflix told me that my connection was all over the place.. anywhere from 1mbps-3mbps.. told them I was suppose to be getting 30mbps download.. the Netflix tech seemed genuinely surprised.. like he assumed I was suppose to be getting 3mbps. Called Charter and told them what Netflix said and the Charter tech said that was impossible. :facepalm:
I also had a friend log into his Netflix account on my network and he got the same issues. I've asked around and it seems like most people don't even care.. which is unfortunate.

I'm about ready to ditch both Netflix and Charter. Be without internet and streaming for a while.. :gasp:

I just downloaded a VPN really quick. Sure enough... started streaming HD right away... as soon as I turned the VPN off.. back to the minecraft version of Doctor Who.

So I'm not so savvy when it comes to this sort of thing. Does this mean this is a Charter problem for sure? Is this a definite.. Charter is purposefully hindering my Netflix usage? Has anyone solved this yet?

Doing a Wireshark trace while I am streaming netflix, I see lots of TCP Dup ACK. I believe this means that there is packet loss and that packets are having to be resent.

When I do a Wireshark trace using my VPN connection with a Netflix stream, I see only a few TCP Dup ACKs.

Getting a similar issue, except it will stream HD just fine on any device EXCEPT an actual computer. My desktop, laptop, and HTPC running Windows 8 and my wife's Macbook all come in at about 320X240 resolution, but our Rokus stream HD without an issue. I spoke with a Netflix rep and it sounds like the reason for that is different devices point to different IP ranges for their content. So the Rokus are looking at one IP range while the computers are looking at another. Charter denies any responsibility but the fact that using a VPN makes it work pretty much removes any question that it is on their end. My brother and sister are both Charter customers and we are all three in complete different parts of the state, yet all three of us suffer from the same issue.

Are you a Netflix heavy user(meaning you use netflix more than 8 hours per week)? Yes

Internet only account? No

Works thru VPN just fine? It works wonderfully through OpenVPN. Very interesting because it drops my connection speed from 30mbps to about 2mbps, but it will stream HD when the typical connection doesn't.

Rest of the connection works fine when streaming? Yes

Are you a Netflix heavy user(meaning you use netflix more than 8 hours per week)? Yes
Internet only account? Yes
Works thru VPN just fine? I have no clue.. is there a free way to test this out?

rest of the connection works fine when streaming? Yes

I'm glad to see other people are having the same issues... this has started in august around when this thread was created. I've noticed my ping is anywhere from 30ms-60ms.. so maybe my issue is something else. Is this normal ping..? I've never really monitored it before I've had this issue.

Ugh... first world problems.

Few things that we can assemble from this to determine a pattern:

Are you a Netflix heavy user(meaning you use netflix more than 8 hours per week)? -Yes
Internet only account? -Yes
Works thru VPN just fine? -Yes
rest of the connection works fine when streaming? -Yes

My wife and I are having the exact same issues. Both charter and netflix claims no issues, but my streams are capped at 1mbps, regardless of what my ultra100 connection can handle. For anyone having this issue, do you use netflix a lot? I have tried thru a VPN, and netflix works perfectly, so, I suspect that either charter is throttling the connection(it does start fast, quickly going to 4mbps, but then gets dropped back to 1mbps), or netflix is throttling the connection of heavy users. I suspect both, on some part, because netflix is less likely, since thru a VPN it works fine. I think charter is throttling netflix traffic for everyone in certain areas.

Few things that we can assemble from this to determine a pattern:

Are you a Netflix heavy user(meaning you use netflix more than 8 hours per week)?
Internet only account?
Works thru VPN just fine?
rest of the connection works fine when streaming?

If we can develop a pattern here of the factors involved, we can likely publicise that charter is throttling, and get them to back off some, since its only throttling netflix, which means that it is unfairly targeting a competitor.

FYI: My netflix has been like this for over a month. I cannot get HD streams at all. I have forced netflix to load from different servers by systematically blocking over 20 servers, but all traffic is slowed, regardless.

Ugh, I just posted that this was fixed once I changed to the OpenDNS servers. I did use OpenDNS up until a month or so ago when I got a new router. I just forgot to hard code the DNS servers. It fixed the issue temporarily, now I can't get HD again.

Damn I hate this situation.