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

Re: Netflix HD - What is going on?

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.