[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (2024)

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« [HSI] gig question[HSI] Charter Spectrum's little secret = Your IP Address, matters. »


GiveMeABreak
join:2022-07-12
Easthampton, MA

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (3)

GiveMeABreak

Member

2022-Jul-14 6:14 pm

[HSI] We're sorry, we're unable to sign you in. IDID-3210.


We’re sorry, we’re unable to sign you in. Please try again later. IDID-3210.

This error has been ongoing for a few weeks, now nearly a month. If you Google search the error, the amount of people experiencing it seems to be growing and there have been reports of it on Reddit too. From my own experience, an agent could not figure this out, so we decided to disable my old username (BernieWouldHaveWon) and give me a completely new username. This worked for a while and by for a while, I mean to say that night only (few hours), but by the next day I was again facing the same error:

We’re sorry, we’re unable to sign you in. Please try again later. IDID-3210.

It does not matter what device I use. I can use my computer at home or visit a family member too and use their computer with the same results. It even impacts Charter Spectrum's APP on Android too. So from desktop to mobile, from one device to another, it's all the same.

· actions · 2022-Jul-14 6:14 pm ·

SlabBulkhead
join:2001-12-05
Dayton, OH

SlabBulkhead

Member

2022-Jul-14 10:24 pm

I'm having this problem on Firefox but am able to log in from Chrome/Chromium. I haven't had any trouble with the app, however.

· actions · 2022-Jul-14 10:24 pm ·


GiveMeABreak
join:2022-07-12
Easthampton, MA

1 edit

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (6)

GiveMeABreak

Member

2022-Jul-14 10:36 pm


work requirement

said by SlabBulkhead:

I'm having this problem on Firefox but am able to log in from Chrome/Chromium. I haven't had any trouble with the app, however.

My job (I work from home) would never allow me to use any Chromium type browser (see screenshot). I am happy using Mozilla Firefox and using the official supported app provided by Charter Spectrum. Regrettably, neither works at this time. This is clearly something Charter Spectrum needs to resolve.

· actions · 2022-Jul-14 10:36 pm ·


Anoneff9f
@47.13.109.x

Anoneff9f

Anon

2022-Jul-14 11:14 pm

said by GiveMeABreak:

My job would never allow me to use any Chromium type browser (see screenshot). I am happy using Mozilla Firefox and using the official supported app provided by Charter Spectrum. Regrettably, neither works at this time. This is clearly something Charter Spectrum needs to resolve.

Me: rolls eyes. Also FireFox is dying and will be dead within 2 years. So good luck avoiding non-Chromium based bowsers

· actions · 2022-Jul-14 11:14 pm ·


GiveMeABreak
join:2022-07-12
Easthampton, MA

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (10)

GiveMeABreak

Member

2022-Jul-14 11:19 pm

said by Anoneff9f :
said by GiveMeABreak:

My job would never allow me to use any Chromium type browser (see screenshot). I am happy using Mozilla Firefox and using the official supported app provided by Charter Spectrum. Regrettably, neither works at this time. This is clearly something Charter Spectrum needs to resolve.

Me: rolls eyes. Also FireFox is dying and will be dead within 2 years. So good luck avoiding non-Chromium based bowsers

I will cross that bridge if and went we get there. So long as my job pays the bills and their company portal works using Mozilla Firefox, I have no problem.

But we are getting off-topic. As noted, even Charter Spectrum's own App does not work at the moment.

· actions · 2022-Jul-14 11:19 pm ·

Techie01
join:2014-11-21
USA

Techie01 to GiveMeABreak

Member

2022-Jul-15 8:20 am

to GiveMeABreak

It is a known issue with a backend system causing it. Nothing you are doing wrong.

· actions · 2022-Jul-15 8:20 am ·

Techie01

Techie01 to GiveMeABreak

Member

2022-Jul-15 8:22 am

to GiveMeABreak

All I can suggest is try logging in from your home with a spectrum based IP. It's apparently something to do with a system that is being over protective and if it sees you attempt to login enough from one IP address, it'll be less likely to give you that error.

· actions · 2022-Jul-15 8:22 am ·


GiveMeABreak
join:2022-07-12
Easthampton, MA

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (12)

GiveMeABreak to Techie01

Member

2022-Jul-15 3:19 pm

to Techie01
said by Techie01:

It is a known issue with a backend system causing it. Nothing you are doing wrong.

Thank you for acknowledging that the issue is in fact on Charter Spectrum's end and that I, as a consumer, cannot do anything on my end to improve the situation. I appreciate that.

· actions · 2022-Jul-15 3:19 pm ·

GiveMeABreak

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (13)

GiveMeABreak to Techie01

Member

2022-Jul-15 3:20 pm

to Techie01
said by Techie01:

All I can suggest is try logging in from your home with a spectrum based IP. It's apparently something to do with a system that is being over protective and if it sees you attempt to login enough from one IP address, it'll be less likely to give you that error.

I am not using a VPN (virtual private network) and so, yes, I am using an IP address which has been assigned by Charter Spectrum. I have been doing so from the beginning, as I imagine most people are. Unfortunately, that simple fact has not made any difference.

· actions · 2022-Jul-15 3:20 pm ·

GiveMeABreak
1 edit

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (14)

GiveMeABreak

Member

2022-Jul-16 4:01 pm


Current plan 300 Mbps

After a month and 1 day, I was finally able to log into my account. I made no changes on my end. Same web browser, same computer, and I even had previously tried to change my user agent with no success. The error impacted not only ability to log into my account on my desktop, but my mobile device (smartphone) using the officially released and supported App on Android, also could not log in.

Today, like magic, it works. lol

The last time it "worked" I had an agent disable my old username and create a new one. That worked for a couple of hours. I am hoping this one just works and whatever issue Charter Spectrum was experiencing has been resolved.

Mozilla/5.0 (X11; Linux x86_64; rv:104.0) Gecko/20100101 Firefox/104.0

· actions · 2022-Jul-16 4:01 pm ·

GiveMeABreak

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (16)

GiveMeABreak

Member

2022-Jul-16 5:09 pm

So I promised everyone I would attempt to reproduce my issue and as luck would have it, no one is using the internet except for me at the moment, so now seems like a good time. It's Saturday, July 16, 2022, around 4:20 PM.

My current DNS of choice is 129.250.35.250 as my primary and 208.67.222.123 as my second fall back. I picked those because DNS Bench ( »www.grc.com/dns/benchmark.htm ) reported those as being the fastest. I will, of course, test compare between my DNS of choice and Charter Spectrum's official DNS. As I have previously stated in other post, Charter's DNS are not ideal as they do not seem to always route traffic affectively and have been known to cause issues. But I will test both to give a better understanding of what is going on. Lastly, I will be running a trace to this website, dslreports.com. Because I'm sure every DNS and Domain Register, along with every ISP has sites such as Google or Facebook cache up for top priority. I want to give a more real-world, everyday surfing example. So this site will serve as the baseline.

MAC Address unchanged, IP Address 24.179.118.74, gateway address 24.179.112.1, my DNS, trace below, speed test »www.speedtest.net/result ··· 15821746 -- Good speeds!

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr02chcpma.netops.charter.com (96.34.82.184) 8.863 ms 7.718 ms 9.341 ms 3 lag-10.dtr01chcpma.netops.charter.com (96.34.81.65) 7.626 ms 8.597 ms 10.612 ms 4 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 9.838 ms 11.293 ms 10.658 ms 5 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 16.840 ms 15.313 ms 16.401 ms 6 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 23.750 ms 24.550 ms 28.119 ms 7 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 19.614 ms 17.113 ms 18.024 ms 8 eqix-dc2.liquidweb.com (206.126.238.138) 17.029 ms 17.836 ms 17.832 ms 9 lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 38.709 ms lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 41.000 ms 41.279 ms10 lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 41.426 ms lw-dc3-storm2.rtr.liquidweb.com (69.167.128.145) 40.508 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 40.368 ms11 www.dslreports.com (64.91.255.98) 39.888 ms 40.398 ms 39.966 msTrace Complete. 

same Ip, same gateway, THEIR DNS, trace below, speed test »www.speedtest.net/result ··· 15829094 --- Nearly 100 Mbps slower! :uhh:

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr02chcpma.netops.charter.com (96.34.82.184) 9.347 ms 8.119 ms 8.832 ms 3 lag-10.dtr01chcpma.netops.charter.com (96.34.81.65) 9.854 ms 8.770 ms 7.230 ms 4 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 13.089 ms 10.617 ms 12.383 ms 5 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 18.757 ms 13.374 ms 18.640 ms 6 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 17.429 ms 16.881 ms 21.563 ms 7 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 17.298 ms 17.218 ms 16.725 ms 8 eqix-dc2.liquidweb.com (206.126.238.138) 17.533 ms 50.645 ms 17.240 ms 9 lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 39.041 ms lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 41.119 ms lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 38.854 ms10 lw-dc3-storm2-po5.rtr.liquidweb.com (69.167.128.137) 40.595 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.141) 40.718 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 43.021 ms11 www.dslreports.com (64.91.255.98) 40.864 ms 40.389 ms 40.693 msTrace Complete. 

New MAC Address a8-96-75-8b-e5-52, NEW Ip is now 97.80.112.115, NEW gateway address is 97.80.112.1, my dns, trace below, speed test »www.speedtest.net/result ··· 15902324 --- only 24 Mbps on 300 Mbps plan. Wow, that's painful. lol

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr01chcpma.netops.charter.com (96.34.82.186) 8.458 ms 8.014 ms 8.029 ms 3 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 10.359 ms 10.051 ms 22.182 ms 4 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 13.840 ms 18.358 ms 14.624 ms 5 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 21.113 ms 22.715 ms 24.185 ms 6 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 19.333 ms 17.146 ms 18.091 ms 7 eqix-dc2.liquidweb.com (206.126.238.138) 18.008 ms 17.307 ms 16.724 ms 8 lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 38.705 ms lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 46.165 ms lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 39.386 ms 9 lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 41.138 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.141) 40.082 ms lw-dc3-storm2-po5.rtr.liquidweb.com (69.167.128.137) 38.682 ms10 www.dslreports.com (64.91.255.98) 40.231 ms 39.197 ms 39.784 msTrace Complete. 

same mac, same ip, same gateway, THEIR dns, trace blow, speed test »www.speedtest.net/result ··· 15917064 -- +3 mbps, for a total of 27 mbps on a 300 plan. I guess it's an "improvement" lol

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr01chcpma.netops.charter.com (96.34.82.186) 7.993 ms 8.820 ms 9.039 ms 3 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 11.167 ms 10.010 ms 10.588 ms 4 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 11.533 ms 13.131 ms 16.606 ms 5 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 24.526 ms 20.699 ms 18.909 ms 6 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 17.021 ms 17.043 ms 96.863 ms 7 eqix-dc2.liquidweb.com (206.126.238.138) 16.615 ms 17.321 ms 16.721 ms 8 lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 40.415 ms lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 38.986 ms lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 41.016 ms 9 lw-dc3-storm2.rtr.liquidweb.com (69.167.128.145) 38.920 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 40.479 ms lw-dc3-storm2.rtr.liquidweb.com (69.167.128.145) 38.083 ms10 www.dslreports.com (64.91.255.98) 40.183 ms 39.445 ms 42.156 msTrace Complete. 

And all I did was change my IP Address. I will be conducting more test and follow up. I just don't want 1 long post. lol

· actions · 2022-Jul-16 5:09 pm ·

GiveMeABreak

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (17)

GiveMeABreak

Member

2022-Jul-16 5:45 pm

Mac f8-ab-cd-2f-41-90, NEW Ip is 97.80.120.24, New gateway is 97.80.120.1, my dns, trace below, and speed test -- Unavailable. -- First I got a socket error, then it connected, but lagged (froze), then I got a slow test, then a fast test... Unstable. Results don't matter. lol

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr02chcpma.netops.charter.com (96.34.82.184) 9.627 ms 11.952 ms 10.441 ms 3 lag-10.dtr01chcpma.netops.charter.com (96.34.81.65) 10.965 ms 12.016 ms 12.738 ms 4 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 13.683 ms 13.855 ms 11.196 ms 5 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 16.203 ms 17.982 ms 13.301 ms 6 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 24.492 ms 23.797 ms 22.379 ms 7 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 140.111 ms 21.824 ms 21.277 ms 8 eqix-dc2.liquidweb.com (206.126.238.138) 20.495 ms 20.886 ms 21.587 ms 9 lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 41.475 ms 46.601 ms 42.982 ms10 lw-dc3-storm1.rtr.liquidweb.com (69.167.128.141) 46.013 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 43.543 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.141) 38.923 ms11 www.dslreports.com (64.91.255.98) 44.619 ms 38.302 ms 43.684 msTrace Complete. 

Interesting thing happened... I received a new IP before I could test their DNS. I guess it's just as well, since it was unstable. So since Charter Spectrum decided to randomly jump me to a new IP at random in mid-test, here are the reports of that test.

NEW IP is now 96.33.168.82, NEW gateway is 96.33.168.1, still the same Mac f8-ab-cd-2f-41-90, trace blow, speed test »www.speedtest.net/result ··· 15997896 -- Good speeds!

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr02chcpma.netops.charter.com (96.34.82.184) 9.993 ms 7.478 ms 9.232 ms 3 lag-10.dtr01chcpma.netops.charter.com (96.34.81.65) 10.258 ms 9.196 ms 7.892 ms 4 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 10.237 ms 11.522 ms 18.533 ms 5 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 10.247 ms 19.966 ms 17.805 ms 6 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 16.735 ms 22.065 ms 17.196 ms 7 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 16.847 ms 17.047 ms 17.273 ms 8 eqix-dc2.liquidweb.com (206.126.238.138) 17.626 ms 17.767 ms 17.112 ms 9 lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 39.817 ms lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 42.029 ms lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 41.917 ms10 lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 39.002 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.141) 38.747 ms lw-dc3-storm2-po5.rtr.liquidweb.com (69.167.128.137) 42.771 ms11 www.dslreports.com (64.91.255.98) 40.872 ms 41.339 ms 41.241 msTrace Complete. 

same mac, same ip, same gateway, THEIR dns, trace blow, and speeds are almost identical »www.speedtest.net/result ··· 16002099

traceroute to dslreports.com (64.91.255.98), 20 hops max, 38 byte packets 1 * * * 2 lag-60.dtr02chcpma.netops.charter.com (96.34.82.184) 7.804 ms 9.105 ms 9.338 ms 3 lag-10.dtr01chcpma.netops.charter.com (96.34.81.65) 9.348 ms 7.992 ms 7.289 ms 4 lag-35.crr01nwtwct.netops.charter.com (96.34.86.194) 9.748 ms 10.103 ms 9.908 ms 5 lag-800.bbr01nwtwct.netops.charter.com (96.34.2.156) 13.287 ms 11.798 ms 11.922 ms 6 lag-805.bbr02ashbva.netops.charter.com (96.34.0.137) 18.761 ms 22.742 ms 20.040 ms 7 lag-802.prr01ashbva.netops.charter.com (96.34.3.89) 16.842 ms 17.510 ms 17.581 ms 8 eqix-dc2.liquidweb.com (206.126.238.138) 18.336 ms 16.968 ms 16.900 ms 9 lw-dc3-core1.rtr.liquidweb.com (209.59.157.16) 41.049 ms 41.563 ms lw-dc3-core2.rtr.liquidweb.com (209.59.157.18) 39.617 ms10 lw-dc3-storm2-po5.rtr.liquidweb.com (69.167.128.137) 39.994 ms lw-dc3-storm2.rtr.liquidweb.com (69.167.128.145) 38.956 ms lw-dc3-storm1.rtr.liquidweb.com (69.167.128.89) 40.088 ms11 www.dslreports.com (64.91.255.98) 38.665 ms 39.593 ms 39.651 msTrace Complete. 

As I said, these addresses that start with 96 and 97 are not usually the greatest. You will get the occasional surprise, like the one above those, which starts with 96 and ended up being just fine. But they are, unfortunately, common, and easy to get. When I am done demonstrating, I am hoping to land on an IP with a lower number, and I think I'll call it a day (mission complete). But all I had to do was change my IP (along with my MAC to get a new IP) to experiencing a whole new service quality. Should it work this way? NO. No, it should not. I think we are all in agreement, this is not normal. The question is why does this work?!

· actions · 2022-Jul-16 5:45 pm ·

GiveMeABreak

[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (18)

GiveMeABreak

Member

2022-Jul-16 5:51 pm

Oops! I posted this in the wrong thead. lol Should have been here »[HSI] Charter Spectrum's little secret = Your IP Address, matters.

· actions · 2022-Jul-16 5:51 pm ·

ForumsUS ISPs cableCharter Spectrum

« [HSI] gig question[HSI] Charter Spectrum's little secret = Your IP Address, matters. »


[HSI] We're sorry, we're unable to sign you in. IDID-3210. - Charter Spectrum (2024)
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