I called Charter a couple of weeks ago because I was experiencing random high latency. I'd be on a VOIP call and all of a sudden they couldnt hear me anymore. A latency check would show 4000ms of latency which would usually turn into the connection completely dying. They sent a tech out and he said the signal was too hot and at the same time said he'd swap out my cable mode. After he was done, I did some quick tests and noticed that my traceroute was off...
traceroute to 4.2.2.2 (4.2.2.2), 64 hops max, 52 byte packets
1 default-gateway.interubernet.local (10.20.30.1) 1.291 ms 1.113 ms 1.137 ms
2 firewall-inside.interubernet.local (172.64.32.1) 0.991 ms 0.835 ms 0.736 ms
3 192.168.44.1 (192.168.44.1) 2.694 ms 5.151 ms 9.856 ms
4 * * *
5 dtr01bflomn-tge-0-2-1-0.bflo.mn.charter.com (96.34.26.225) 17.588 ms 17.495 ms 18.690 ms
6 crr01stcdmn-bue-10.stcd.mn.charter.com (96.34.26.62) 19.606 ms 21.145 ms 19.934 ms
7 bbr01stcdmn-bue-2.stcd.mn.charter.com (96.34.2.140) 17.912 ms 21.840 ms 19.879 ms
8 bbr01euclwi-tge-0-0-0-8.eucl.wi.charter.com (96.34.0.114) 31.419 ms 31.531 ms 27.851 ms
9 * * *
10 b.resolvers.level3.net (4.2.2.2) 32.703 ms 37.973 ms 102.662 ms
So for some reason, the modem is reporting a hop of 192.168.44.1 when I expect that hop to show my public facing static IP subnet. I called and complained, they reset the modem, pushed the config again, and still the same thing. After 3 calls, they sent a tech out to replace the new SMC with a Ubee thinking that was the issue. Now my trace looks like this...
traceroute to 4.2.2.2 (4.2.2.2), 64 hops max, 52 byte packets
1 default-gateway.interubernet.local (10.20.30.1) 4.070 ms 1.415 ms 1.131 ms
2 firewall-inside.interubernet.local (172.64.32.1) 1.332 ms 0.969 ms 4.702 ms
3 192.168.0.1 (192.168.0.1) 4.850 ms 1.015 ms 4.020 ms
4 * * *
5 dtr01bflomn-tge-0-2-1-0.bflo.mn.charter.com (96.34.26.225) 15.824 ms 12.333 ms 12.576 ms
6 crr01stcdmn-bue-10.stcd.mn.charter.com (96.34.26.62) 15.680 ms 15.449 ms 15.775 ms
7 bbr01stcdmn-bue-2.stcd.mn.charter.com (96.34.2.140) 15.875 ms 31.258 ms 20.081 ms
8 bbr01euclwi-tge-0-0-0-8.eucl.wi.charter.com (96.34.0.114) 24.149 ms 27.236 ms 24.248 ms
9 * * lag-112.ear2.chicago2.level3.net (4.30.175.85) 1472.160 ms
10 b.resolvers.level3.net (4.2.2.2) 27.938 ms 28.424 ms 28.437 ms
Same deal but with 192.168.0.1 rather than 192.168.44.1. At the request of the on site tech I plugged my laptop directly into the modem and configured my public IP on my laptop. Even when I do this, I see the same trace issue...
traceroute to 4.2.2.2 (4.2.2.2), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 0.486 ms 0.249 ms 0.191 ms
2 * * *
3 dtr01bflomn-tge-0-2-1-0.bflo.mn.charter.com (96.34.26.225) 19.648 ms 18.433 ms 9.172 ms
4 crr01stcdmn-bue-10.stcd.mn.charter.com (96.34.26.62) 11.322 ms 15.450 ms 15.863 ms
5 bbr01stcdmn-bue-2.stcd.mn.charter.com (96.34.2.140) 13.575 ms 10.971 ms 16.187 ms
6 bbr01euclwi-tge-0-0-0-8.eucl.wi.charter.com (96.34.0.114) 22.831 ms 23.426 ms 24.051 ms
7 * * *
8 b.resolvers.level3.net (4.2.2.2) 26.258 ms 34.405 ms 35.018 ms
Everyone I've talked to at Charter has accepted this as wrong, but no one is willing to fix it. I've called and complained multiple times and they tell me 'thats just how it is'. The techs have all agreed its wrong but when they call they can't get anyone about a tier 1 tech to look at it. This last time an escalation was supposed to call back but never did.
Anyone else seeing this? This all worked perfectly with my last modem. As I cant log into the modem myself I cant check any of the settings either.
Let me know
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