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Charter WiFi Netgear WiFi Troubleshooting

Netgear WNDR3800 (Red Label)
Netgear WNDR4300 (Silver Label)
Netgear 6300

This article provides information to help you diagnose and solve problems specific to your Netgear router. For general WiFi troubleshooting help click here.



Router Login

  1. Launch a browser from a computer or wireless device that is connected to the router
  2. In the address bar type routerlogin.net or routerlogin.com and press Enter


The login window displays:

login window

  1. Enter your user name and password. Note: The user name and password is case sensitive

The default user name is: admin
The default password is: password

  1. Click the OK button

You will be taken to the router’s Home Screen

router home screen

Wifi Name & Password

Your Netgear router will have your Network name and password recorded on a sticker on the bottom of the router

  1. Network Name (SSID)
  2. Network Key (WiFi Password)


If your Netgear router does not have your network name and password listed on the bottom of the router, click the link below for additional help on finding your network name and password.

WiFi Name
WiFi Name and Password

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Restart your Network

Many connection issues can be solved by restarting (Power Cycling) your network.

  • Unplug the modem
  • Turn off the router and computers and/or mobile devices
  • Plug in the modem. Wait 2 minutes
  • Turn on the router and wait 2 minutes
  • Turn on the computers and/or mobile devices

Click here for more information on restarting your network

Ethernet Cable Connections

Make sure that the Ethernet cables are securely plugged in.

  • The Internet LED on the router is on if the Ethernet cable connecting the wireless router and the modem is plugged in securely and the modem and router are turned on
  • If a powered-on computer is connected to the router by an Ethernet cable, the LAN LED should be on

Wireless/Network Settings

Wireless Settings

Make sure that the wireless settings in the computer and router match exactly.

Click here for information on finding your network name and password

  • For a wirelessly connected computer, the wireless network name (SSID) and wireless security settings of the router and wireless computer need to match exactly
  • If you set up an access list in the Advanced Wireless Settings screen, you have to add each wireless computer's MAC address to the router's access list

Network Settings

Make sure that the network settings of the computer are correct.

  • Wired and wirelessly connected computers need to have network (IP) addresses on the same network as the router. The simplest way to do this is to configure each computer to obtain an IP address automatically using DHCP

Can't Login to Router

If you are unable to log in to the router from a computer on your local network, check the following:

  • If you are using an Ethernet-connected computer, check the Ethernet connection between the computer and the router
  • Make sure that your computer's IP address is on the same subnet as the router. If you are using the recommended addressing scheme, your computer's address should be in the range of to
  • If your computer's IP address is shown as 169.254.x.x, recent versions of Windows and MacOS will generate and assign an IP address if the computer cannot reach a DHCP server. These auto-generated addresses are in the range of 169.254.x.x. If your IP address is in this range, check the connection from the computer to the router, and reboot your computer
  • If your router's IP address was changed and you do not know the current IP address, clear the router's configuration to factory defaults. This sets the router's IP address to Click here for instructions
  • Make sure that your browser has Java, JavaScript, or ActiveX enabled. If you are using Internet Explorer, click Refresh to be sure that the Java applet is loaded
  • Try quitting the browser and launching it again
  • Make sure that you are using the correct login information. The factory default login name is admin, and the password is password. Make sure that Caps Lock is off when you enter this information.

Can't Connect Wirelessly to Router

If you are having trouble connecting wirelessly to the router, try to isolate the problem.

Click here for information on finding your network name and password

Check for and install any available firmware updates for your router.

Wireless Device Can't Find Network Name

  • Check that the 2.4 GHz and 5 GHz LEDs on the front of the router are lit. If they aren't, press the Wireless button on the front of the router for 2 seconds to turn the router's wireless radios on
  • If you disabled the router's SSID broadcast, then your wireless network is hidden and does not show up in your wireless devices scanning list. (By default, SSID broadcast is enabled.)

Wireless Device Can't Join Wireless Network

  • Check to make sure that your wireless device is compatible with the network that you selected (2.4 GHz or 5 GHz)
  • By default Charter WiFi is set to WPA2 encryption. Some older wireless devices (e.g. USB wireless adapters and wireless adapter cards) may not support WPA2 encryption. If a wireless device does not support WPA2, it will not be able to join your wireless network. 
  • If you have an older wireless device that does not support WPA2 you can change the Security Option from WPA2-PSK [AES] to WPA-PSK [TKIP] + WPA2-PSK [AES].
  • This will allow newer wireless devices to use the enhanced security of WPA2 encryption while enabling older wireless devices to connect using WPA encryption. Click here for instructions.

Click here for more help on connecting to a wireless network

Low Wireless Signal Strength

  • Distance from the router affects the strength of the wireless signal. Place your computer near the router, but at least 6 feet away, and see if the signal strength improves
  • Certain objects can block or interfere with the routers wireless signal. Click here for steps on troubleshooting objects that can affect signal  

Restore Factory Default Settings

You can restore the factory default configuration settings to reset the router's user name to admin, the password to password, and the IP address to www.routerlogin.net. When you log in after resetting, the Smart Wizard configuration assistant prompts you to configure these settings.


This procedure erases your current configuration, including your wireless security settings, and restores the factory defaults. Any features that you have configured (Address Reservations, Port Forwarding/Filtering, DMZ servers etc…) will need to be reconfigured. If you changed the default network name (SSID) and password, all devices that are configured to connect wirelessly to the router will need to be re-configured as well.

To restore the factory default settings:
  • Use a sharp object such as a pen or a paper clip to press and hold the Restore Factory Settings button, located on the bottom of the router, for over 2 seconds until the Power LED turns to blinking amber
  • Release the Restore Factory Settings button, and wait for the router to reboot



The factory default settings are restored so that you can access the router from your Web browser using the factory defaults.

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Router LEDs

LED Descriptions

Note: Pictured below is a Netgear WNDR3800 (Red Label). The LED positions of the Netgear WNDR4300 (Silver Label) will differ slightly but their functions are identical.

WNDR 3800




  • Solid amber. The router is starting up after being powered on.
  • Solid green. The router startup has completed and the router is ready.
  • Off. Power is not supplied to the router.
  • Blinking green. The firmware is corrupted.
  • Blinking amber. The firmware is upgrading, or the Restore Factory Settings button was pressed.

2.4 GHz

  • Solid. The unit is operating in 11n mode at 2.4 GHz.
  • Off. The 11n 2.4 GHz wireless radio is off.

5 GHz

  • Solid. The unit is operating in 11n mode at 5 GHz.
  • Off. The 11n 5 GHz wireless radio is off.


  • Solid. The USB device had been accepted by the router and is ready to be used.
  • Blinking. The USB device is in use.
  • Off. No USB device is connected, or the Safely Remove Hardware button has been clicked and it is now safe to remove the attached USB device.


  • Solid green. An IP address has been received; ready to transmit data.
  • Solid amber. The Ethernet cable connection to the modem has been detected.
  • Off. No Ethernet cable is connected to the modem.

LAN (1-4)

  • Solid green. A LAN port has detected a 1 Gbps link with an attached device.
  • Solid amber. One or more LAN ports have detected a 10/100 Mbps link with an attached device.
  • Off. No link is detected on any of the 4 LAN ports.

WLAN On/Off button

Pressing and holding the wireless LAN button for 2 seconds turns the 2.4 GHz and 5 GHz wireless radios on and off. If the 2.4 GHz and 5 GHz LEDs are lit, then the wireless radio is on. If these LEDs are off, then the wireless radios are turned off and you cannot connect wirelessly to the router.

WPS button

You can use this button to use WPS to add a wireless device or computer to your wireless network. The LED below the WPS button blinks green when the router is trying to add the wireless device or computer. The LED stays solid green when wireless security is enabled in the router.

Troubleshooting with the LEDs

After you turn on power to the router, the following sequence of events should occur:

  • When power is first applied, verify that the Power LED is on.
  • After approximately 2 minutes, verify that:
    • The Power LED is solid green.
    • The Internet LED is on.
    • The Ethernet LAN LED is on if any local port is connected to a computer. This indicates that a link has been established to the connected device.

The LEDs on the front panel of the router can be used for troubleshooting.

Power LED is Off or Blinking

Make sure that the power cord is securely connected to your router and that the power adapter is securely connected to a functioning power outlet.
Check that you are using the 12V DC, 2.5A power adapter that came with this product.
If the Power LED blinks green every second, the router software is corrupted. This can happen if a firmware upgrade is interrupted, or if the router detects a problem with the firmware. If the error persists, you have a hardware problem.

LEDs Never turn Off

When the router is turned on, the LEDs turn on for about 10 seconds and then turn off. If all the LEDs stay on, there is a fault within the router. If all LEDs are still on 1 minute after power-up:

Internet or Ethernet Port LEDs are Off

If either the Ethernet port LEDs or the Internet LED does not light when the Ethernet connection is made, check the following:

  • Make sure that the Ethernet cable connections are secure at the router and at the modem or computer
  • Make sure that power is turned on to the connected modem or computer
  • Be sure that you are using the correct cable

When connecting the router's Internet port to Charters cable modem, use the cable that was supplied with the modem. This cable could be a standard straight-through Ethernet cable or an Ethernet crossover cable.

Wireless LED is Off
If the Wireless LED stays off, check to see if the Wireless On/Off button on the router has been pressed. This button turns the wireless radios in the router on and off. The 2.4 GHz and 5 GHz LEDs are lit when the wireless radio is turned on.


The links in this article may be to Internet sites maintained by third parties, no inference or assumption should be made and no representation may be implied that either Charter or its affiliated entities operates or controls in any way any information, products or services on these third party sites.

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