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

Re: Netflix HD - What is going on?

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.