Hello everyone, I am brand new to the community! I purchased a AC1750 Nighthawk Smart WiFi Router back in October, along with a Netgear CM400AZNA modem. I was with Xfinity up until the beginning of December, and I was having no issues. I just recently moved into a new home, and Xfinity was not available - I had to settle for Charter Spectrum. With Charter I am experiencing the following issues/inconsistencies with my service. Charter was no help, told me to run a Speedtest -_- and then go to my Router manufacturer for help, THANKS! - Modem has an amber upstream light, previously it was green on Xfinity- Websites that I attempt to load on all devices (phone, PC, tablet) require me to press the "Stop - X" button, and "Refresh" once or twice, in order to load the website. What could cause this, and what information should I provide in order to help resolve this?

Does Charter actually sanction that modem on their network?Did you reset the modem to factory default and reconfigure? (good place to start).. manual

This modem is not on their list of authorized modems. I will try to the modem that they provided me with and see if it works better. It's unfortunate since I paid additional for the netgear :-/

Looks like your not bonding on the upstreams. Can you post your signal levels from 192.168.100.1?

I know that Charter in my area requires that we use THEIR provided modem. We do not have the ability to purchase our own Modem and use it in place of theirs. Of course, this may be different in your area since they have a list of acceptable mdoems. It's hard to say anymore because Charter has bought out some other providers and may have grandfathered in some of the other provider's rules. If they allow you to use your own modem, at a minimum they will need to have the MAC address of your router and provision it to your account. Otherwise, it will not be seen or accepted as a legal device. The other issue I see is that if it is NOT on the list of acceptable modems, then they may not allow it on their network, and you will have to use one of theirs.

A charter representative did tell me that they only provide 1 upstream channel, and told me that Xfinity does provide 4. Downstream Channels Power Level:Signal to Noise Ratio:Channel 1:-1.2 dBmV37.6 dBChannel 2:-1.3 dBmV37.5 dBChannel 3:-1.7 dBmV37.2 dBChannel 4:-1.8 dBmV37.1 dBChannel 5:-2.3 dBmV37.5 dBChannel 6:-2.6 dBmV37.3 dBChannel 7:-2.8 dBmV37.2 dBChannel 8:-3.0 dBmV37.2 dB Upstream Channels Power Level:Channel 1:40.3 dBmVChannel 2:0.0 dBmVChannel 3:0.0 dBmVChannel 4:0.0 dBmV

Same gear, new house & ISP - ISSUE: Refreshing websites constantly

11 Replies

netwrks
Master
Jan 01, 2017
Does Charter actually sanction that modem on their network?
Did you reset the modem to factory default and reconfigure? (good place to start)..

manual
- Supergeon
  Aspirant
  Jan 01, 2017
  This modem is not on their list of authorized modems. I will try to the modem that they provided me with and see if it works better. It's unfortunate since I paid additional for the netgear :-/
  - Trikein
    Luminary
    Jan 01, 2017
    Looks like your not bonding on the upstreams. Can you post your signal levels from 192.168.100.1?
Supergeon
Aspirant
Feb 05, 2017
So, it's been a month - I'm still having the issue. I've since switched back to the modem they provided.

My issue isn't the speed - it's the constant refreshing to get pages to load.
- TheEther
  Guru
  Feb 05, 2017
  It could be a DNS problem. Try using Google's DNS servers (8.8.8.8 and 8.8.4.4).
Supergeon
Aspirant
Feb 05, 2017
Directly connected to the supplied modem - getting much higher speeds while hard wired to the modem (was 15 Mbps hard wired to the nighthawk and 69 to the modem!)

However, I'm still having the page load issues. Charter Support is useless - saying that it's my fault, or my devices, or my browser. Doesn't happen on 4G Lte and didn't happen on xfinity!
- TheEther
  Guru
  Feb 05, 2017
  Speed issues should be tackled separately from page loading issues. Did you try changing DNS servers?
  
  For speed issues, try rebooting the modem. Some ISPs will lock on and provide only contracted-rate service to the first device that connects to the modem. If rebooting doesn't work, try cloning the MAC address of the device that is able to get high speeds while it is directly connected to the modem and enter it into the router. This will fake out the ISP into thinking your router is that device.
  
  Finally, a factory reset of the router wouldn't hurt. After the reset, do a minimal setup. Set up Wi-Fi, WAN and LAN settings. Leave fancy features, like QoS, traffic metering, keyword blocking, etc. off. If you need these features, turn them on after you have resolved your speed problems.

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Same gear, new house & ISP - ISSUE: Refreshing websites constantly