Charter Communications Comments on Major Internet Outage

We noticed that Charter Communications was having Internet outage issues this afternoon and it looks like reports are coming in across the country that there are issues. We reached out to one of our Charter contacts here in St. Louis and found out that they were well aware of the issue and are looking into it. Here is the exact statement:

“We are aware of the Internet issue for some of our customers in Missouri and Illinois.  We are working as quickly as possible to restore service, and are investigating the cause of the issue.”

It being 9pm (CT) on the weekend we were happy that Charter was as responsive as they were .Thousands of comments were being reported on downdetector.com, but it appears some people are able to get back online by changing their Domain Name System (DNS) settings to something other than Charter. If you wanted to give that a shot you can try switching over to the service offered by Google. According to Google, as of 2013, Google Public DNS is the largest public DNS service in the world, handling more than 130 billion requests per day. Google Public DNS operates recursive name servers for public use at the following IP addresses: 8.8.8.8 and 8.8.4.4 for IPv4 service, as well as 2001:4860:4860::8888 and 2001:4860:4860::8844, for IPv6 access. Be sure to write down the Charter DNS server addresses just in case you’d like to switch back to it after the issues are resolved.

Please let us know if that works for you and if it does it might mean that Charter is dealing with a massive DNS attack or multiple failures that may take time time to get sorted out.
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  • Tony

    This (using Google DNS) is breaking my spam filter on my Untangle Firewall. Uggg, just one more reason to hate Charter.

    http://nospam4me.com/DNS-Charter2.JPG

    http://nospam4me.com/DNS-Charter1.JPG

  • Mike

    Today, 29 August 2014, the internet is dirt slow again and cable TV is all but down altogether here in Auburn, Alabama.

    If they don’t unscrew themselves by tomorrow, they might as well board the windows and skip town… fast.

  • Rob

    Clearly the majority of you seem to be ignorant of the fact that the author just explained how to rectify the issue. If you have enough brain power to get on here and gripe about it, you can fix the issue yourself. I suggest reading the article again. I have spoken.

  • Jacob Dillenger

    It was all the USA asshats

  • Chartersucks

    I’m in East TN and have the same issue. Never could get ahold of ANYONE from charter. This ISP is garbage

  • JimR978

    Charter’s problems aren’t “fixed”. We still have no DNS service from them here in central MA 48 hours after all the nonsense started….

  • RAGE

    im in southern tennessee and mine just came back

  • Marco

    Charter Internet and VOIP was down in Alabama as well the last few days. Changing DNS on my MAC worked to give me back some service.

  • Jenna

    I live in Western North Carolina and my WiFi was out. I’ve heard 3/4 of country lost their WiFi.

  • horrido

    I wish people would quite pulling this DDOS attack BS out of their ass. This was incompetence, pure and simple.

  • Doug Kimzey

    Charter was out in East Tennessee as well. This is the only mention of an actual comment or statement by Charter on the issue. Charter phone support was a busy signal. The Charter support site is not very good. Despite the marketing, the number one problem with Charter has always been un-reachable support.
    This was a massive outage and this article is the only under-stated comment I have seen from Charter.
    Charter seem to adopt the same service approach as airlines. The customer is the last person that you want to tell.

  • rphunter

    I live in Texas, and the service here was affected as well. From the symptoms, it appears that Charter was subjected to a DNS server denial of service attack. As of now (2:18AM CDT), it seems to have been corrected. My usual approach to outages, that is to say wait it out, seems to have worked without need to change my DNS server settings, or to get upset. I just turn of wi-fi on my iPhone, and use LTE and ATT to access the internet.

  • Iskandar

    “Some of our customers in Missouri and Illinois”? I live in Georgia and I was hit by the outage. Go to hell, Charter. It really doesn’t bother me, but are you going to seriously play it down like this?

    • JLPicard

      The person reporting this was from St Louis, and we have no actual time when they called Charter to get said statement. Also the Charter support they were directed to coud have not known about the outages in other states just then. No point in acting like Charter is the bad guy for not knowing.

      • passerby

        Iskandar is just disappointed that his jonesing time on the couch is reduced to 23 hours…

  • Stephen Zetz

    Out still in Washington state.

    • http://www.slaytons.net Gabriel Slayton

      If you are able to access your router, this can be done by opening up
      a command prompt ( typing cmd in the start menu) and typing in
      “ipconfig /all” (notice the space) to see what your default route is.
      then copy the default route down and paste it into your web browser and
      hit enter. you should be prompted for a username/password. default is:
      Username: admin
      Password: password
      then
      find the spot to change DNS settings and switch from “dynamic” to
      “static” dns. insert 8.8.8.8 for the primary dns and 8.8.4.4 for the
      secondary and apply the settings.

      On your computer’s command prompt window, type in “ipconfig /release” and wait 30 seconds then type “ipconfig /renew”

      http://www.slaytons.net

  • http://fangsfirst.wordpress.com/ FangsFirst

    Heh. “In Missouri and Illinois”. Yeah, okay. Not occurring anywhere else.

    • http://www.slaytons.net Gabriel Slayton

      Gabriel Slayton

      roroth

      a minute ago

      If you are able to access your router, this can be done by opening up
      a command prompt ( typing cmd in the start menu) and typing in
      “ipconfig /all” (notice the space) to see what your default route is.
      then copy the default route down and paste it into your web browser and
      hit enter. you should be prompted for a username/password. default is:
      Username: admin
      Password: password
      then
      find the spot to change DNS settings and switch from “dynamic” to
      “static” dns. insert 8.8.8.8 for the primary dns and 8.8.4.4 for the
      secondary and apply the settings.

      On your computer’s command prompt window, type in “ipconfig /release” and wait 30 seconds then type “ipconfig /renew”

      http://www.slaytons.net

  • atb484

    It started working normally on my computer again. St.Peters, MO

  • roroth

    Anyone know how to change this on a smart tv?

    • http://www.slaytons.net Gabriel Slayton

      If you are able to access your router, this can be done by opening up a command prompt ( typing cmd in the start menu) and typing in “ipconfig /all” (notice the space) to see what your default route is. then copy the default route down and paste it into your web browser and hit enter. you should be prompted for a username/password. default is:
      Username: admin
      Password: password
      then find the spot to change DNS settings and switch from “dynamic” to “static” dns. insert 8.8.8.8 for the primary dns and 8.8.4.4 for the secondary and apply the settings.

      On your computer’s command prompt window, type in “ipconfig /release” and wait 30 seconds then type “ipconfig /renew”

      http://www.slaytons.net

  • https://twitter.com/TheRevAl Reverend Al Sharpton

    ****Charter Customers**** Open internet explorer > Go to Tools >
    Internet Options > Connections Tab > LAN Settings > Change DNS
    Servers to 8.8.8.8 and 8.8.4.4 to resolve issue.

    If you are comfortable logging into your modem/router, you can also set in there so all devices work.

    • Guest1263

      Open DNS is also a good option.

      • Pedro Romero

        Knew since yesterday that it was a DNS issue (pinging IP addresses works), but changing DNS servers has not worked for me… And I have tried several DNS servers, including google’s

        • A Nonny Moose

          You can get instant relief with DNS change at local PC, by setting DNS in a browser, or, under network connections, WiFi (generally, or whichever connection you use), right click for Properties, then scroll down to IPv4 near the bottom, again properties, then the bottom field change from get DNS automatically, to the manual setting. That covers the PC for any browser, until you change it back. May require rebooting the PC.
          If you change the settings in your ROUTER, its much easier, and usually you can change back to automatic (ISP DNS) just as easy. You must REBOOT the router, AND disconnect and reconnect, or reboot, each phone, tablet, and PC in order to re-request the DNS that you have changed to.
          Basically make your changes, and then reboot everything. It will work.

        • Pedro Romero

          Thanks! I believe the reboot part was needed. I rebooted only the router…

    • Network_Settings

      Good advice changing the DNS servers… but your instructions about making changes in I.E. would only affect _proxy_ servers. DNS is in a different place (depending on your version of Windows).

  • Denise

    So dumb question. I use an apple wifi device that is plugged into the charter router. How do I change the DNS on it? I am not that computer savvy when it comes to network stuff… Thank you in advance

  • bw

    i am in madisonville louisiana and charter internet is down, i tried to call charter and their phone is busy, very strange, anyone have information?

    • Nathan Kirsch

      Read the news post and just change the DNS on your system that you are trying to use! It looks like Charter is having some DNS issues right now and no one knows if they are being attacked or if they had a hardware failure.

  • http://theproofstation.com/ Joe Young

    Its better to have google as your dns service anyways as they are more reliable than any other service in the country. I live in nebraska and my internet wasnt down but it was very sketchy so I put in the google dns servers and its faster than its ever been. I should have done this a long time ago. I am a network administrator and do this for my business and have never noticed a DNS issue before.

  • joey

    Mine charter internet came back online. Don’t know how long it will last though

  • http://www.710studio.com Dan Harvell

    My Charter Internet (the new, improved Charter Spectrum… how’s that working out, for us?) started going down around 5:00 PM EDT. Switching to the Google public DNS servers has solved the issue, though I do not know if I want to make that a permanent fix. It will work, as long as Charter is experiencing an outage with their equipment.

    • Nathan Kirsch

      Hopefully they’ll be able to get things back to normal here shortly! Charter Spectrum here outside STL is nice as I often get 105mbps download speeds since they flipped the switch. This situation appears to be nationwide or at least the entire eastern half of the country, so it could be a cyber attack on the DNS servers or a critical piece of hardware failed.

      • Stephanie Williams

        It seems like a nationwide fail as it’s also out in Centeral Texas, I just switched to Google and all is well.

  • GD

    Yes, using the Google Public DNS service did fix the Charter issue. If you have a router, just input the new DNS service addresses on your online router configuration. Make sure to write down the Charter DNS server addresses just in case. More info can be found here: https://developers.google.com/speed/public-dns/docs/using