General Ordering Questions

Q: Why do I need to give you information like address, zip code and telephone number?

A: Using your full mailing address and telephone number is the best way to determine if broadband service is available at your home.

Q: What is contract length?

A: There is no contract to sign with any Charter service. Promotional pricing is however only good for your first 12 months of service.

Q: Do you keep my information if I do not place an order?

A: No, your information is only used to determine if you can get broadband service at your home.

Q: What happens after I purchase services from this site?

A: You will receive an email confirming your order, including service plan details and steps to complete your installation.

Q: Do you guarantee the broadband service I order?

A: We evaluate our partners to make sure they provide the best experience; however, we do not guarantee their services. If you have any questions after placing your order, please contact Charter directly about service and installation.

Q: Can I cancel my order?

A: If you have already submitted an order, you will need contact Charter directly regarding any questions or concerns you have with your service at 888-438-2427.

Q: What is an installation fee?

A: This is a one-time charge by Charter to go to your home and install the Internet service. Charter’s installation fee is $29.99.

Q: What does term of service mean?

A: This identifies additional limitations and information about the service.

Q: What services can I self-install?

A: Charter requires all services to be professionally installed for a one-time fee of $29.99.

Q: Can I get my money back if I am not satisfied with my services?

A: We are confident you will be completely satisfied with your Charter experience. If for any reason you are not satisfied with a Charter service within the first 30 days, we’ll give you your money back. Restrictions do apply.


Digital Television FAQ

Q: What is a Digital Receiver?

A: A Digital Receiver is a piece of equipment that converts digital programming to an analog format so it can be viewed on a TV set. Services included with a digital receiver may include a Universal Remote, high-definition programming, DVR, etc.

Q: Can I get digital services on all TV's?

A: Digital receivers must be installed on all of your TVs. You can choose between a standard, high definition (HD), and high definition digital video recorder (HD/DVR). Applicable charges may/will apply.

Q: Will Charter Communications install extra outlets if I'm a renter?

A: Yes, but you will need to obtain written permission from your landlord authorizing Charter to install/move outlets at your direction. Additional charges may apply.

Q: Do I need to get a new TV to enjoy Charter TV® in Digital?

A: No. Our technician will install a digital receiver so you can view the digital services on your TV.

Q: What is HDTV?

A: High Definition Television (HDTV) is a type of Digital Television (DTV). DTV sets receive and display digital images. HDTV is digital television that combines extremely high resolution with Dolby Digital® 5.1 Channel surround sound. HDTV provides a crisp, sharper image due to the increased number of pixels the digital signal puts on screen; the higher the number of pixels, the sharper the picture - and HDTV has the highest resolution available. HDTV screens are wider than they are tall, providing a panoramic view, similar to a movie screen. This allows you to see movies as they were filmed without reformatting. There are also HDTV-capable sets that look like regular televisions, but provide HDTV formatting in a letterbox presentation (with black bars on the top and bottom of the TV image).

Q: What HDTV programming does Charter Communications® offer?

A: Charter offers approximately 100 HD channels in many areas we serve. Available channels may include the following:

*You must be an a premium subscriber to each of these

Q: What do I need to get Charter HDTV?

A: You will need an HDTV set and a Charter HD-Capable digital receiver and decoder. You will also need component video (RGB) cables and audio cables to connect this equipment which are available in our Charter HDTV Activation kit.

Q: If I get Charter HDTV-capable receiver/decoder, can I watch HD programming on my regular TV?

A: No. You must have a High Definition television or HD-capable television.

Q: I already have an HD television. Do I still need Charter's HD-capable receiver/decoder?

A: Yes. You will need the Charter HDTV receiver that includes a decoder to receive the HD programming.

Q: What is Charter DVR? 

A: Unlike a VCR, Charter DVR allows you to relax and enjoy more entertainment with features such as:

Q: Will I need to purchase any special equipment to use the Charter DVR product?

A: No. Once you order a Charter Communications DVR box and have it installed, you have everything you need.

Q: Can I watch one program and record another?

A: You can watch one program while recording another or you can record two programs simultaneously while watching a previously recorded program. This is because a Charter DVR contains two built-in tuners.


Internet Service Questions

Q: What is broadband?

A: The term 'broadband' refers to Internet access that is faster than 56K dialup. Broadband refers to any type of transmission technique that carries multiple voice, video or data channels simultaneously over a common wire. It is a large pipeline (much bigger than dial-up connection) that brings information to your home. In this instance, broadband refers to high-speed Internet access using this transmission technique.

Q: Is broadband Internet service the same as high-speed Internet service?

A: Broadband and high speed is interchangeable terms used to refer to the power of the Internet connection you are using.

Q: How does broadband work?

A: Broadband Internet connects your computer to the Internet via a high speed cable modem and a fiber-optic cable network. This can also bring you digital telephone and digital television services.

Q: Why should I get broadband service?

A: Broadband Internet allows you to receive more information quickly and do more on the Internet by giving you:

Q: What's the difference between upstream and downstream speeds?

A: Information passes between your computer and the Internet in two directions: upstream and downstream. Information that flows upstream is sent from your computer to the Internet, such as sending e-mail attachments or playing two-way games. Information that flows downstream is from the Internet to your computer, such as surfing the Web or downloading files. Please note that broadband service speeds are an estimate. The actual speed varies by provider and may vary.

Q: Can I use my current modem to receive high-speed Internet service?

A: Effective June 26, 2012, Charter will no longer allow customer-owned modems on the Charter network for new Internet Customers and current customers switching to a new package.

Q: How many email accounts can I have?

A: This refers to the number of separate email accounts that are included with the service. You can have up to 10 email addresses.

Q: Whom do I call to follow up on my Internet service order?

A: You will be taken to a confirmation page at the completion of your order, which will provide you with contact information. Please print this page for your records and to get the contact information you need. If you no longer have your confirmation page, please call 877-295-8813.

Q: Where do I get customer support for my Internet service?

A: Please contact Charter directly at 888-438-2427 for information regarding customer support for your service.

Q: Whom do I pay for my Internet service?

A: You will be billed directly by Charter each month. If you already use Charter for telephone or cable TV services, your Internet service charge will be added onto the monthly bill you already receive.

Q: What does dynamic IP address mean?

A: A dynamic Internet protocol address is a temporary number assigned to your computer by your service provider. This number or "address" allows others on the Internet to communicate with your computer. A dynamic IP is typically assigned for a certain length of time after which the address is returned to a pool of IP addresses. The next time you log on or begin a new session, a new dynamic IP will be assigned.

Q: What are the system requirements for my computer to support Charter Internet?

A: These are the minimum capabilities your computer must have in order to support a particular broadband service. It will typically specify the operating system, memory, processor speed, open ports and/or drives required.


Phone Service Questions

Q: Can I keep my current phone number?

A: Yes, you will be able to keep your existing phone number and receive Charter Phone® service if you are switching your service within the same location. This means that you will continue to receive calls from your family and friends without having to notify them of a new telephone number. (We do need to verify portability with each phone number.) However, when you move to a new location, it's not always possible for keep the same number.

Q: What equipment is needed for Charter Phone® service?

A: In most areas, just one piece of equipment is used for Charter Phone service: a telephone modem, or Multimedia Terminal Adapter (MTA). An MTA is a box that connects the cable and the telephone line inside your home. The MTA may include a battery backup that keeps your service running if the power goes out. You will need to purchase a battery backup, as it is not included in the MTA installation.

Q: Will Charter Phone® customers need to purchase additional phones or equipment?

A: Customers with touch tone phones will not need to purchase new equipment. The customer's existing telephone wires and phones will work with Charter Phone® Service. There is some equipment that needs to be installed, but the customer is not responsible for purchasing or leasing the equipment. Charter Phone® service will not work with rotary phones.

Q: What is VoIP Technology?

A: Voice over IP (VoIP) is the technology that Charter Phone® uses to carry phone calls. VoIP provides voice telephony services using Internet Protocol (IP). This allows you to make telephone calls using Charter's broadband network. VoIP converts the voice signal from your telephone into digital packets that travel over the broadband network and then converts these packets back to a voice signal at the other end of the call. VoIP allows you to call anyone with a regular phone number and works the same way as traditional telephone service.

Charter Phone uses Internet protocol for transporting calls over our own private network, so your calls never touch the public Internet. Charter Phone can be installed via any in-home telephone jack, and the service does not require an Internet connection. This distinction is important because services offered by many VoIP providers do require high-speed Internet connections in the home. Moreover, most of these types of VoIP providers are able to provide only a "best effort" service-level agreement, whereas Charter gives customers a Quality of Service guarantee.

Q: What happens to my Charter Phone® service if the electricity goes out?

A: Charter Phone requires power to operate. As with your cordless telephones, Charter Phone equipment will not operate in the event of a power outage, and you will be unable to make or receive calls, including 911 calls, unless at the time of ordering service you chose to have a battery-slotted MTA (modem) installed and purchase a battery backup. The backup battery is designed to ensure the availability of calling, including 911 calling, for up to eight hours of standby time and approximately five hours of talk time, in the event of a power outage. Customers who did not choose the battery-slotted MTA at the time of ordering service can upgrade at any time by calling Charter at 888-438-2427.

Q: What happens to my Charter Phone® service if the cable goes out?

A: In the event of a power outage where ALL services are out, without the battery-back up the telephone service will not work. Contact Charter at 888-438-2427 to inquire about purchasing battery back-up for your phone modem.

Q: Is Charter Phone® service reliable?

A: Charter Phone® service is required to meet the same standards of service and reliability as any other telephone provider. These standards are outlined by the state Public Service Commission (PSC).

Public Service Commission - http://www.psc.mo.gov/ 

Wisconsin Public Service Commission - http://psc.wi.gov/ 

Massachusetts Department of Telecommunications and Energy - http://www.mass.gov/dte/index.htm 

Q: How many different telephone lines can I have with Charter Phone® service?

A: The number of lines available in your area depends on the technology used in your area. Areas that use Voice Over IP (VoIP) support up to two telephones lines. Non-VoIP areas support a maximum of four telephone lines.

Q: Does Charter Phone® work the same way as traditional phone service?

A: Inside the customer's home, the only difference is that Charter Phone® does not work with rotary phones. Outside the customer's home we take advantage of state of the art broadband technology and, in most areas, VoIP (Voice over Internet Protocol) technology. This allows us to deliver crystal clear calls and advanced calling features. Just like traditional wire line services, Charter Phone works through regular telephone jacks and phones and provides access to 911 emergency services and directory listings.

The difference between Charter Phone and phone companies' traditional wire line service is that Charter uses a digital signal to transmit your call and that also provides advanced calling features.

Q: Can I watch cable and make or receive calls at the same time?

A: Charter TV, Charter Phone and Charter Internet can be used at the same time. While our services travel over the same network, none of our services are affected by simultaneous use.

Q: Are Charter Phone® calls routed across the Internet?

A: No. Charter keeps the calls on their private broadband network until our switch delivers the call on the PSTN (public switched telephone network). Calls are just as secure with Charter as with any other telephone provider.

Q: What if I am moving and don't know my telephone number?

A: Your telephone number is not required to check availability for cable Internet service; however, a contact number is needed when you place an order so Charter can follow up with you to schedule installation.