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

Re: Netflix HD - What is going on?

I just noticed that I get the SuperHD logo on my Apple TV as of tonight. That is new. The quality still stinks but maybe they are working out the bugs with the Open Connect stuff and SuperHD.

So much for that. The SuperHD is gone.
»www.engadget.com/2013/08/07/netf···comcast/

Having the same issues constantly the past few weeks with Netflix as well. Ran a traceroute tonight and this is what I got.

tracert movies.netflix.com

Tracing route to dualstack.merchweb-usca-frontend-958509217.us-east-1.elb.amazon
aws.com [107.21.217.70]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms [192.168.1.1]
2 * * * Request timed out.
3 6 ms 8 ms 7 ms acr09arsnsc-gbe-3-14.arsn.sc.charter.com [96.34.
93.178]
4 8 ms 9 ms 10 ms acr01arsnsc-tge-0-7-0-1.arsn.sc.charter.com [96.34.64.249]
5 9 ms 13 ms 8 ms crr01gnvlsc-tge-0-3-0-2.gnvl.sc.charter.com [96.34.66.199]
6 9 ms 11 ms 8 ms crr11gnvlsc-tge-0-1-0-7.gnvl.sc.charter.com [96.34.92.42]
7 20 ms 8 ms 15 ms bbr01gnvlsc-bue-3.gnvl.sc.charter.com [96.34.2.112]
8 30 ms 31 ms 24 ms bbr01ashbva-bue-1.ashb.va.charter.com [96.34.0.47]
9 24 ms 23 ms 27 ms prr01ashbva-bue-3.ashb.va.charter.com [96.34.3.51]
10 23 ms 23 ms 22 ms 72.21.221.76
11 25 ms 26 ms 24 ms 72.21.220.39
12 24 ms 25 ms 27 ms 72.21.222.155
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 25 ms 25 ms 25 ms 216.182.224.85
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

To me something is for sure wrong. I have been unable to watch HD for the past couple of weeks. I doubt it is Charter doing it. Although neither want to help resolve the issue.

suddenly unable to get HD over Netflix with Charter since early August, and this is the only post I can turn up with similar complaints. My wifi is acting screwy, too, but even sitting next to the base station and a speed test of 35mb+ I'm getting very grainy quality.

Since my speed tests are fast Charter throws up their hands, Netflix wanted me to upgrade Silverlight, check the "high quality" box on their page, and "see if Charter is using Open Connect" which I see now is a joke.

Very interested in any other reports or tips!

Is this happening on devices (roku,tivo,xbox) or just on computers?

we watch 95% on a Roku (XR I think) and since upgrading to Charter 30mb we got HD most of the time - now it's 2 dots every single time. However in my tests I can't get HD on a laptop either now, and it's very laggy / grainy - hard to tell the exact speed on the laptop.

Hulu played an episode of the same series we've been watching and it looked mighty good, even with the iffy wifi situation last night. Couldn't see if it was HD or not.

FWIW we are in St Louis MO.

I watch Netflix on a Roku HD, and have noticed that my reception has dropped from 4 dots to 2 dots recently. However, the picture quality is still okay at 2 which surprised me.

Something has definitely been changed. Wonder if Netflix is punishing Charter subscribers, because they haven't signed up for CDN?

I wouldnt think Netflix would have anything to gain in punishing Charter customers. I would venture to bet if anything it's something on Charter's end.

Looks like this is what's going on....
»arstechnica.com/information-tech···e-video/

"...behind the scenes, in negotiations that almost never become public, the world's biggest Internet providers and video services argue over how much one network should pay to connect to another. When these negotiations fail, users suffer. In other words, bad video performance is often caused not just by technology problems but also by business decisions made by the companies that control the Internet."

Thanks for the link. This is what happened to us with Netflix, because Charter also... has refused this free service:

January 2013: Time Warner refuses Netflix's offer of a free caching service that would provide better performance to Netflix users on Time Warner's network.

I've had the same issues for almost a full month now. I've actually moved about 40 min (downtown stl to o'Fallon for anyone from MO) had Charter at both places and rarely get full quality even on non hd content. Timing doesn't seem to matter though it is a bit worse during prime hours. Any word back from anyone who contacted Charter?

I've had the same issues for weeks now. I even moved (40min away) 3 weeks ago, Charter service at each location and bad at each location. I used to stream Netflix HD nearly 100% of the time. However as of 4 or 5 weeks ago I'm lucky to get more than 3/4ths of the quality bar, (on Tivo quality bar goes up 8 bars then HD symbol after if you hit full HD).

Really frustrating as the wife and I cut cable for only internet and streaming at the new place. Anyone get an answer for the techs?

We've had Charter Cable Internet at home for three years, and their Netflix streaming has gotten so bad lately that we're at our wits end. Speed tests always show that we're getting very close to our promised 30mbps—but Netflix is only able to push a 2-3mbps stream through our connection. (No problem with other video providers like AIV or Vimeo, for example.)

For three years we had virtually no trouble streaming Netflix HD, but, for the last two months or so, we've been forced to watch VHS quality video on our 42" HDTV. Occasionally, it starts out looking decent but two minutes later, the stream rebuffers and video quality plunges. Very discouraging.

I've been round and round with Charter support reps, with no improvement yet. They've finally started admitting that there is some kind of "ongoing issue between Netflix and Charter," but they won't say anymore about it and can't offer a timeline for resolution.

USERS: Please start contacting Charter about this problem! Call them, text them, chat them, tweet them—do whatever you can to get some momentum behind this issue! More voices are needed.

I have been having this issue for over a month now. I called Charter on 8/7 and spent 30 minutes with one of their reps and finally had him convinced that the issue was on their end. He told me that he was going to file a trouble ticket. I called on 8/19 to check the status of that ticket and was informed that no ticket had been filed.

I spend the next 30 minutes convincing the rep that I was speaking with that the problem was NOT my router, WiFi, etc. I finally talked to her supervisor and convinced her to allow me to conference in a representative with Netflix. The Netflix rep is able to see my viewing history and showed that all of the streams watched from a Charter internet connection had errors. None of the streams watched using any other ISP had errors.

The Charter rep stated that she needed the Netflix server (or IP address) that I was streaming from. Netflix was unable to provide this to them since it changes periodically.

After I hung up the phone with Charter (after 1hr and a half!), I was able to get the IP address of the Netflix server using WireShark. The Charter rep is going to call me back next week and I will provide her with the IP address (she wants to do a traceroute, not sure what good that will do). I will also point the Charter rep to this thread since she states that no one else has reported the problem.

If you are experiencing this issue, I suggest you contact Charter and make them aware of the issue.

spent good time with one of Netflix's actual tech guys tonight. Despite 32mb speed tests on my MacPro connected straight to my airport (which is connected straight to the Charter modem), he said Netflix was only seeing .8-1.2mb speeds, and getting 404 messages to boot. He recommended taking the airport out of the link, which I did, and the MacPro did seem to get a better stream from Netflix. Can't keep track of my troubleshooting any more tonight so will try more tomorrow.