topSpeeds & Connectivity

  • Slow Browser
  • Adware/Spyware
  • File Sharing Programs (i.e. LimeWire, KaZaa, Bit Torrent, etc.)
  • Virus
  • RF Leakage
  • Firewalls
  • Poor Coax Splitter
  • Routed Networks
  • VoIP Services
  • Proxy Server
  • Radio Frequency
  • Backbone Fiber Routing
  • PC Limitations
  • Low available system memory (RAM)
  • Low disk space
  • Browser or browser cache issues
  • Processor Speed
  • Wireless Connections
  1. Login to your My Account and verify active service
  2. Reboot any/all affected computers
  3. Check for any loose or damaged connectors
  4. If the standby light is lit on your modem, press the standby button
  5. If you are using a VPN, verify the VPN software is not causing the issue
  6. Windows 7 and Vista - Right click on your connection in the task bar and select repair/diagnose
  7. Verify that wireless computers are using the correct password (WEP key or WPA passphrase)
  8. Bypass the router (If you have one) and power cycle modem
  9. Check to see if the Local Area Connection is enabled
  10. Check your device status in the device manager for any issues and correct if necessary (If the Network Adapter is disabled, enable it)
  11. If you are using an external adapter (USB), unplug it and plug back in
  12. Attempt to reinstall the drivers for the Network adapter
  13. Check for activity lights on the Network Adapter
  14. Try a different network cable (Ethernet or USB)
  15. Unscrew and reconnect the coax cable from the back of the modem and renew the IP address
  16. Disable your Firewall and attempt to connect to the internet
  17. Perform a virus scan

If you have further questions contact us at 1-888-438-2427.

If you are experiencing connectivity trouble with Charter internet visit Charter.com/InternetHelp and click on the Troubleshooting tab.

If you are experiencing trouble with internet modem visit Charter.com/InternetHelp and click on the Troubleshooting tab.

There are three main components that connect a cable modem to a computer:

  1. Coaxial cable
  2. Ethernet or USB cable
  3. Network interface card (NIC) or USB Adapter on a computer

The cable line from the outside connects to the cable modem.

The Ethernet or USB cable connects the computer to the cable modem.

The NIC or USB Adapter enables the cable modem to "talk" to the computer.

  1. Connect the Coaxial Cable into the outlet (Splitter or Wall Jack)
  2. Connect the other end of the Coaxial Cable to the back of the Modem
  3. Connect the Ethernet or USB Cord into the back of the Modem (Use only one, Ethernet is preferred)
  4. Connect the opposite end of the Ethernet or USB Cord into the Computer
  5. Plug the Power Cord into the Modem and the other end into the nearest Electrical Outlet
  6. It should automatically open a Charter page to "Identify Your Account," if not surf to install.charter.com from your desktop or laptop computer.
  7. Make sure "Installing New Service" is selected
  8. Enter your Telephone or Account Number and Zip Code
  9. Follow the steps for Self-Installation
  10. Test your connection by surfing to www.charter.net.

A cable modem for broadband internet access can be placed where the service technician indicates a good cable internet feed and a power source.

A regular analog modem for dial up internet access can be placed where there is a phone jack and a power source.

Lite - Up to 3Mbps download/384kbps upload

Express - Up to 15Mbps download/3Mbps upload

Plus - Up to 30Mbps download/4Mbps upload

Ultra - Up to 100Mbps download/5Mbps upload

To find the Domain Name Server (DNS) and Internet Protocol (IP) address of the computer:

  1. Click Start, then Run
  2. Type CMD. When the window opens, type ipconfig/all. This will give you the DNS and IP information

If you want to know the public address go to whatismyipaddress.com

For more information on Charters Internet speeds and to view comparisons on the speeds that Charter offers visit Charter.com/Internet

PowerBoost is a feature that provides our Internet subscriber modems with a short boost of performance in download speeds when network capacity is available.

Occurs during file downloads and when loading complex web sites, software, music and photos.

During this window you may see an initial boost to download speeds for about 3 seconds.

The modem speed returns to the provisioned level after the initial performance boost.

The speed and length of PowerBoost fluctuates and is dynamic, and is dependent on network traffic.

PowerBoost is available to customers subscribing to:

  • Internet Express
  • Internet Plus
  • Internet Max

Charter Internet works great with Macintosh computers, and we provide the same level of technical support as we do for Windows based PCs.

  1. Click on the Apple Menu and select System Preferences
  2. In System Preferences, double click the Network icon under the Internet and Network section
  3. On the Network screen, select the method of connection. Ethernet or Airport
  4. Locate the Configure IPv4 field and select Manually from the available options
  5. Enter the IP address and then enter the subnet mask
  6. Once entered, click Apply to save changes
  1. Click on the Apple Menu and select System Preferences
  2. In System Preferences, double click the Network icon under the Internet and Network section
  3. On the Network screen, select Built-in/Wireless Ethernet connection
  4. Click on the Advanced button
  5. Click on the Renew DHCP Lease button to renew the IP

Thresholds are commonly used in the industry, and Charter has established in the Company's Acceptable Use Policy (AUP) the following Residential Service thresholds:

100 gigabytes (GB) of bandwidth per month for customers subscribing to Lite and Express services

250 GB of bandwidth per month for customers subscribing to Plus and Max (Grandfathered) services

500 GB of bandwidth per month for Ultra100 service

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

Although it varies, the typical U.S. residential Internet customer consumes about 15 gigabytes (GB) worth of data on a monthly basis.

This includes both downstream (e.g. watching a YouTube video) and upstream (e.g. sending email) usage. More than 15GB of usage is considered high.

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

Charter is currently evaluating methods for presenting usage data to customers to help them self-monitor their bandwidth usage.

Customers who are notified of Excessive Use will be provided a contact at Charter who can check usage for the customer throughout the month.

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

Depending on the current tier of Internet service, you may have option to select a tier with a higher usage threshold.

Charter Internet Ultra100, has a threshold of 500 GB of bandwidth per month.

Charter's Plus and Max (Grandfathered) tiers provide a monthly threshold of 250 GB.

Charter's Internet Lite tier provides a monthly threshold of 100 GB.

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

Managing the network is critical to ensuring that all customers have an enjoyable experience using the Internet.

Use that negatively impacts other users has always prohibited.

Like most Internet providers, Charter has established criteria as to thresholds for its residential customers.

These limits ensure that all users of the service are able to obtain optimal service levels.

Internet bandwidth and network resources are not unlimited.

Excessive use must be regulated to ensure optimal service for our customers.

Excessive use is not a common occurrence.

Only 1% - 2% of Charter residential Internet customers are exceeding their threshold.

The thresholds pertain to calendar month usage and will not accumulate or roll over into the following month.

Charter will review security options to help you reduce the risk of unauthorized Internet use.

This includes:

  • Neighbors using your service through an unsecured home network
  • Virus infections that slow down your service and raise monthly usage

It is your responsibility to protect and manage your Internet access; however, Charter's Security Resource Team will be available to help you.

Customers who exceed the No Excessive Use of Bandwidth section in the Acceptable Use Policy (AUP) may be notified by Charter that they have exceeded their monthly threshold and informed of Charter's Excessive Use policy.

Charter will help identify possible causes and offer suggested ways the customer can reduce bandwidth consumption.

Internet service may be suspended for exceeding the No Excessive Use of Bandwidth policy 3 times in a 6 month period.

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

If the No Excessive Use of Bandwidth policy is enforced, it only pertains to Charter Internet service.

Other services on the account will not be impacted.

Changes to pricing and packaging may occur as a result of no longer including Internet as a part of the bundle.

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

If an Internet account is suspended for Excessive Use, the account can be reinstated after six months at the request of the customer.

For more information on Charter's Acceptable Use Policy visit Charter.com/AUP

topInternet Browsers

Internet Explorer:

On the bottom right is a magnifying glass set by default to 100%. Clicking the magnifying glass will allow you to increase or decrease the size of the of the page

Firefox:

Click on View on the top menu bar and select Zoom. Note: You may have to press 'ALT' on you keyboard to see the top menu bar

Google Chrome:

  1. Click on the Chrome "Wrench" icon in the upper right corner of your browser window
  2. When the drop-down menu appears, select Options
  3. Click Under the Hood on the left
  4. In the Web Content section on the right use the Page Zoom drop down box to increase or decrease the size of the web page

Visit Charter.net and click on "Make Charter.net My Homepage". You will find this link on the top of your browser in the right section of your monitor.

To check for a list of the latest downloads and plug-ins that you may need visit Charter.net/downloads.php.

You may have "Cookies" turned off for your Web browser.

Cookies allow the Charter system to recognize you and 'find' your login and credentials as you navigate throughout the many content partners in your subscription.

Internet Explorer:

  1. Click on the Tools menu in Internet Explorer
  2. Click on the Internet Options item in the menu
  3. Click on the Privacy tab near the top of the window
  4. Slide the bar to the desired level for cookies
  5. Click OK

Mozilla Firefox:

  1. Click on the Tools menu in Mozilla
  2. Click on the Options item in the menu
  3. Click on the Privacy selection in the top part of the window
  4. Next to Firefox will: use the drop down to and select Use custom settings for history
  5. Check Accept cookies from sites to enable Cookies
  6. Click OK

Chrome:

  1. Click the Wrench icon on the browser toolbar
  2. Click Options
  3. Click Under the Hood on the left
  4. Click Content settings in the Privacy section
  5. From here you can adjust your cookie settings

Safari:

  1. Click the Safari Menu in the upper right corner of Safari
  2. Click Preferences
  3. Select the Privacy tab
  4. From here you can adjust your cookie settings
  1. Click on the Tools menu in Internet Explorer
  2. Click on the Internet Options item in the menu
  3. Click on the Privacy tab near the top of the window
  4. Click on the Advanced button
  5. Make sure Override automatic cookie handling and Always allow session cookies is checked
  6. Verify that Accept is selected under First-party Cookies and Third-party Cookies
  7. Click OK
  8. Click OK again

You should not have any more issues with Cookies not being allowed

The Web browser you use does not affect our service.

Most of our customers use Microsoft Internet Explorer 6.0 or higher, Netscape, Mozilla, Opera or Safari.

To ensure the security of your computer on the Internet, Charter recommends you keep your browser software updated with all security packs provided by its vendor.

Internet Explorer 8 includes:

Accelerators - Quick access to web services

Web Slice - Keep up with changes to the sites you care about most

Compatibility View - For web pages designed for older browsers

Search Suggestions - Get suggested content as you type

New Tab features - Allows you to open accidentally closed tabs and group related tabs together using color codes

Tab isolation - Prevents faulty web sites from crashing the browser

InPrivate - Browse the web without saving any data

SmartScreen - protects you against installation of malware, or malicious software

For more information visit Charter.com and search using keywords "Explorer 8"

For information on Mozilla Firefox including:

Firefox Settings

Firefox Cache

Firefox Cookies

Visit Charter.com and search using keyword "Firefox"

For information on Internet Explorer (IE) including:

IE Settings

IE Cache

IE Cookies

Visit Charter.com search using keyword "Internet Explorer"

  1. Click Tools on the top menu bar
  2. Click Options
  3. Click Privacy at the top of the pop-up window
  4. Next to Firefox will use the drop down to and select Use custom settings for history
  5. Click the Show Cookies... button
  6. From here you can remove all or individual cookies
  1. Click Tools on the top menu bar
  2. Click Options
  3. Click on Advanced on the top menu bar
  4. Click on the Network tab
  5. Click on the Clear Now button to clear the cache
  1. Click Tools on the Internet Explorer menu. (You may have to press the 'ALT' button on your keyboard to view the menu bar)
  2. Click Internet Options
  3. Click on the Connections tab
  4. Click on the LAN settings button

The IE 7.0 menu bar contains all the same information from previous versions, however they have been rearranged.

Streamlined interface: Slimmed-down appearance, so you have more viewing space

Tabbed Browsing: New windows can now be opened in tabs

Tabs: Press Ctrl+T to open a new tab

Mini-tab: Click the small tab to open a new tab

Search Provider Choice: Select your preferred search provider

Search bar: Search options can be accessed in the search bar in the upper right

Additional security: Phishing detection, malware warnings, better popup blocking

Settings: Divided into Page Settings and Tools. Each button accesses the menu for that option

New Window - Opens a new window

Save As: - Opens save options for the current page

Send... - Accesses Emailing options

Zoom - View option zooms in and out to improve page accessibility

Text Size - Standard text size option menu

Security Report - Views security stats for HTTPS pages

Web Page Privacy Policy - Display status of plug-in, cookie and browser security enabled or disabled in the current page

  1. In Internet Explorer click the down arrow in the upper right next to the search field and choose Find More Providers...
  2. Click on the search provider you would like to use
  3. In the window that opens up click the Add to Internet Explorer button
  4. Check the Make this my default search provider and click the Add button
  1. Open Internet Explorer
  2. Go to the Web page you want to make your home page
  3. On the Internet Explorer Tools menu, click Internet Options (You may have to press the 'ALT' button on your keyboard to view the menu bar)
  4. On the General tab, click the Use Current button
  5. Click OK
  1. Open Mozilla Firefox
  2. Go to the Web page you want to make your home page
  3. Click on Tools on the top menu bar and select Options. Note: You may have to press 'ALT' on your keyboard to see the top menu bar
  4. On the General tab click the Use Current Page button.
  5. Click OK
  1. Open Google Chrome Browser
  2. Click on the Chrome "wrench" icon located in the upper right hand corner of your browser window
  3. When the drop-down menu appears, select Options
  4. In the Basics section under 'Home page' enter the name of the site that you would like to be your home page
  5. Click Close
  1. Open Safari
  2. Go to the Web page you want to make your home page
  3. Click the Settings icon in the upper right corner of the browser
  4. From the drop down menu choose Preferences
  5. On the General tab click Set to Current Page
  6. Click Close

topInternet Equipment

A cable modem is a piece of equipment that connects your computer to the Internet via Charter's network.

A cable modem has two connections: One that leads to the cable lines outside your home and another that is an Ethernet or USB connection, leading to the computer(s) inside your home.

For a list of Compliant/Non-Compliant modems visit Charter.com and search using keyword "Compliant".

An Ethernet card is a device that computers use to talk to a computer in another part of a network in order to transmit data across the wire or wirelessly.

Most computers today have these built in internally.

Charter designates one cable channel to receive Internet and one cable channel to send to the Internet.

A cable modem recognizes and communicates with these two channels, providing access to the Internet.

A cable modem makes it possible to view concerts, movies, and streaming video online without pauses or a long wait.

A cable modem provides a continuous connection to the Internet because two-way cable modems do not require the use of a telephone line.

Your service will not be interrupted or receive external static, since the outer layer of the cable line will not allow any noise to enter the line.

Modem Only

  1. Shut Down/Turn Off your computer
  2. Unplug the power cord from the back of the cable modem.
  3. Wait 30 seconds then reconnect the power to the cable modem
  4. Wait 2 minutes to allow the modem to connect
  5. Turn on your computer. The modem connection light will be solid
  6. Attempt to surf to two web pages to verify connectivity

Modem and Router

  1. Shut Down/Turn Off your computer
  2. Unplug the power cord from the back of the cable modem.
  3. Unplug the power cord from the router.
  4. Wait 30 seconds then reconnect the power to the cable modem
  5. Wait 2 minutes to allow the modem to connect, then reconnect the power to the router
  6. Turn on your computer. The modem connection light will be solid.
  7. Attempt to surf to two web pages to verify connectivity

Modem/Router Combo

  1. Shut Down/Turn Off your computer
  2. Unplug the power cord from the modem/router combined device.
  3. Wait 30 seconds then reconnect the power to the modem/router combo
  4. Wait 2 minutes to allow the modem/router combo to connect
  5. Turn on your computer
  6. Attempt to surf to two web pages to verify connectivity

Residential:

Charter will automatically provide your computer a unique IP address when you connect to our network

Our installation process will configure your computer to use Dynamic Host Configuration Protocol (DHCP).

DHCP allows your computer request an IP address, wait for a response, and activate the IP address that is returned.

Each time you turn on your PC, it will obtain an IP address from our network using DHCP.

Commercial:

Charter Business offers several options concerning IP addresses including:

Static IP addressing

Dynamic IP addressing

Flexible number of IP addresses

Charter customers may lease a modem for their Charter Internet service for an additional monthly fee.

Charter Internet requires the use of a compliant device.

Devices may be leased or purchased, however they must conform to compliant device standards.

Customers who lease a modem from Charter will be provided with the most up-to-date, compliant equipment.

In some areas, customers may also purchase the most up-to-date, compliant modem from Charter.

Customers may also purchase a modem from a retail store.

All 3rd party modems must be DOCSIS 2.0 compliant for Internet Lite or Express and DOCSIS 3.0 compliant for Internet Plus or higher.

Charter Internet is compatible with most cable modems including:

Ambit (Ubee)

Motorola

Netgear

Scientific Atlanta

Any cable modems must be at least DOCSIS 2.0 compliant for Internet Lite or Express and DOCSIS 3.0 compliant for Internet Plus or higher.

Most of the routers for wireless networking available today allow up to 4 computers to be connected to the router using Ethernet cables AND allow multiple computers to be connected to the router using a wireless adapter at the same time.

The cable modem connects to the router and the router manages the sharing of the cable modem connection between the computers.

  1. On a computer that is currently online, open up an Internet browser (Internet Explorer, Firefox, Chrome etc...).
  2. Erase what is in the Address bar and enter the address for your router (Typically 192.168.0.1)
  3. Log into your router using your username and password. This information can be found with your routers support documentation.

If you have further questions contact us at 1-888-438-2427

Cable modems can connect to the Internet and download information much faster than a dial-up modem.

It will take a cable-modem user milliseconds to connect to the Internet, while it will take a dial-up modem user about a minute.

Charter offers different Internet speed packages based on our customers' needs (up to 100Meg), while a dial-up modem will only download information at 54kbps or less.

A 4 minute song using a dial-up modem would take 714 seconds to download

Charter's Internet Express 15 Meg package would take 20 seconds.

With faster Charter internet packages, the song would download even faster!

Charter has fielded support calls from some of our customers using the DLink DCM200 cable modem about problems accessing some Web sites on the Internet.

Our analysis indicates that, some versions of the DCM200 modem are not handling ICMP "Path MTU Exceeded" messages from the network, which instruct your PC to use smaller packet sizes.

Downloading the most recent driver for the DCM200 modem and applying it has fixed the issue in all cases.

For information and troubleshooting assistance with your Webstar DPC2100 cable modem visit Charter.com and search using keyword Webstar

You can also search for other make/model of cable modems on Charter.com

For helpful software, support tools, and hardware drivers visit Charter.com and search using keywords Internet Downloads

Windows:

  1. Windows 98 or higher
  2. 233MHz or higher processor
  3. 64MB or greater RAM
  4. 100MB or greater Hard Drive Space
  5. Explorer 6.0/Firefox 2 or above
  6. CD-Rom Drive

Macintosh:

  1. Mac OS 9.0 or higher
  2. PowerPC or higher
  3. 15MB or greater RAM
  4. 12MB or greater Hard Drive Space
  5. Safari/Explorer 6.0/Firefox 2 or above
  6. CD-Rom Drive

A MAC is a series of 12 numbers and letters that Charter uses to recognize your modem and allow access to the internet.

It is most commonly located on the bottom or back of the modem and us usually labeled

CPE MAC ID
or
HFC MAC ID
or
Cable RF MAC ID

The 12 numbers and letters are usually separated by a colon between each pair:

Example 00:13:4S:7K:DT:5H

IEEE 1394:

High speed serial interface originally used for computers

This connection is often called "FireWire"

Permits digital transmission of audio and video signals between devices such as set top boxes and HDTVs and DVCRs

Only approved output for digital content for the purpose of recording in digital format

Allows in-home networking of compliant digital audio-video devices

A signal booster, also known as an amplifier, is an electrical device installed inside a customer's home to increase cable signal level to outlets.

When needed, an amplifier is installed in a customer's home at the time of install or via a separate service visit.

Any Macintosh (Mac) capable of running OS X or newer will work with Charter's Internet services.

Older with older versions of the Mac OS may work but may not provide an optimal experience due to memory limitations and older browsers.

Your computer will need to be configured to use DHCP for dynamic IP address assignment.

This is the normal IP addressing method enabled by default for new machines, but you might have to use the System Preferences to enable it if a static IP address was used on the machine in the past.

Unfortunately, it is not possible to fax through a cable modem because a fax requires an analog fax/modem to operate.

However, with the correct software (much of which is freely available) it is possible to send and receive faxes through an Internet connection without the need of an analog phone line and fax/modem device.

You will not need a telephone line when using a cable modem. The cable line carries both upstream and downstream signals.

You should copy and store all of the information on your hard disk in a different location before the cable modem is installed.

Charter cannot guarantee the integrity of the data on your hard disk during the cable-modem installation process.

If the network interface card is not already being used for other purposes, such as supporting a home network, it can be used for Charter Internet service.

For information on third-party hardware, software, ISP and televisions visit Charter.com and search using keywords Vendor Links

Connecting a third party device, (Television, stereo receiver, gaming system, router, etc...) will require you to consult that product's owner manual for details on how to configure the third party device to work with Charter's cable modem.

The Roku is a Digital Video Player is an Internet video streaming receiver device.

Different versions of the device offer Standard Definition or High-Definition streaming.

Roku requires an Internet connection to download and stream content (Netflix, Pandora, Amazon Video on Demand, etc...)

Some content is accessible for free, while others require subscriptions.

We do not sell or lease Rokus.

You can use Roku with our Charter Internet service.

To learn more about connecting your Roku please visit the Roku website.