This article answers some of the most commonly asked telephone questions. You can choose one of the quick links below to jump quickly to the question and answer that you are looking for, or scroll and read through all of the questions to gain a better understanding of charter telephone services.
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Ordering and Installation
Who can order Charter Phone service?
Any individual or business located in an area where Charter offers telephone service. There are a couple of ways to order Charter Phone service.
- Order Online: Check to see which services are available at your address
- Order Via Phone: Call 1-888-438-2427.
Don’t forget to let us know if you are a current subscriber for other Charter services. You may qualify for a discounted package that combines Charter Phone with our other services.
Does Charter Phone offer both local and long-distance service?
Charter Phone is both a local and long-distance phone provider. The Charter Phone Unlimited Long-Distance Calling Plan includes unlimited local, local toll, and long-distance calling in the United States, Canada, and Puerto Rico as well as the ability to make international calls at a low per-minute rate.
Can I keep my current phone number when I switch to Charter Phone?
Yes. You should be able to keep your telephone number at no additional charge if you are switching your service within the same location. However, when a customer moves to a new location, it’s not always possible for that customer to keep the same number. To find out if you can keep your current number, please contact us.
Should I cancel my existing service before signing up for Charter Phone?
No. Just call 1-888-438-2427 when you are ready to switch to Charter Phone, and we’ll take care of everything. We don’t charge any switching fees. If you cancel your service prior to contacting us, you may not be able to keep your current number. Please note that you may be responsible to your old service provider for any contractual requirements and applicable charges.
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How long does it take for Charter Phone service to be activated?
Once your order is placed, a technician will visit your home to install service in 3-10 days, depending on whether you are keeping your current phone number or taking a new one. During the ordering process, you will be able to select your requested due date for establishing new service, subject to availability. There is no service interruption when you switch.
What is included in the professional installation?
When you subscribe to the Charter Phone Unlimited Long-Distance Calling Plan as a new customer, you’ll enjoy professional installation at no additional cost for your primary line. This includes setup of one jack if there is currently no working jack in your home, and excludes any special construction charges. Additional wiring charges may apply if you request additional jacks to be installed or activated. Charter also provides and installs in the home a telephone modem, or Multimedia Terminal Adaptor (MTA), that is used to communicate with our private communications network. Charter charges a lease fee associated with the MTA that is included as part of the package price. Basic-line-only customers may incur an additional lease fee.
How much time does the installation take?
The installation visit will usually take no more than one to two hours. Once your service is installed, you will be able to immediately make and receive calls.
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Equipment
Do I need to purchase additional phones or equipment?
No. Customers with touch-tone phones will not need to purchase new equipment to use Charter Phone service. The service works with your existing telephone wires, phones, and wall jacks. Charter does install a telephone modem, or Multimedia Terminal Adaptor, which is used to communicate with our network. Charter charges a lease fee associated with the MTA that is included as part of the package price. Basic-line-only customers may incur an additional lease fee.
What kind of equipment does Charter Phone use?
In most areas, two pieces of equipment are used: a telephone modem, or Multimedia Terminal Adaptor (MTA), and a Local Power Supply Unit (LPSU). An MTA is a box that connects the cable and the telephone line inside your home. The LPSU provides the power needed for Charter Phone service. In some areas, a single MTA is used rather than both an LPSU and an MTA. Where this is the case, the MTA delivers the cable signal needed for Charter Phone service. The MTA may include a battery backup that keeps your service running if the power goes out. Learn more about battery backup at www.arrisistore.com.
Can I take the equipment and service with me when I move or travel?
No. Charter Phone is not an Internet phone service. It is a fixed-wire line service, designed to be used in the home in which service is installed. The telephone modem, or Multimedia Terminal Adaptor (MTA), that we install in your home is the property of Charter Communications®. In the event that you relocate or disconnect Charter Phone service, you must return the MTA to a local Charter office, or arrange for it to be picked up by Charter. If the device is not returned, you may be subject to a one-time charge for the device. You assume the risk of loss, theft, or damage to the equipment at all times prior to the removal of the units by Charter or return of the units by you.
How do I purchase a battery backup in case of a power outage?
Please contact Charter at 1-888-438-2427 to inquire about battery backup for your telephone modem.
Am I limited in the number of telephones that can be connected to Charter Phone?
Charter Phone is a “whole house” service that uses existing telephone wiring; this means that all working jacks in the home can be used.
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Functionality
Does Charter Phone service work the same way as traditional phone service?
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 the phone companies’ traditional wire line service is that Charter takes advantage of the latest technology, which allows us to deliver crystal-clear calls and advanced calling features. Cable phone service uses Internet protocol for transporting calls over our own private network.
Will my phone number and address be automatically transmitted on a 911 call with Charter Phone?
Yes. To help emergency personnel quickly respond to your emergency, Charter provides enhanced 911 services, much like traditional telephone companies. Should you ever need to access emergency services—fire, police, or ambulance—just dial the familiar digits 911. Your call will be routed directly to the nearest public safety operator, and your address will be automatically provided, allowing the operator to dispatch help even if you can’t speak. If you plan to move, need to change your service address, or your service address is not populating when you dial emergency services, please call Charter Customer Care at 1-888-438-2427 so that we can properly move your service to ensure that 911 calls are properly routed. Do not move the telephone modem (Multimedia Terminal Adaptor) installed in your home to another location.
Power Outage Information
What happens to Charter Phone if my power goes out?
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 you purchase a battery backup.
You may purchase a battery backup by calling Charter Customer Care at 1-888-438-2427. This battery backup is intended to ensure full-time availability of 911 service, allowing for approximately eight hours of standby and five hours of talk time..
How many different telephone lines can I have with Charter Phone?
Charter will install up to two separate lines per home. To inquire about installing more than two lines in your home, please contact Customer Care at 1-888-438-2427.
How many telephones can be connected to use Charter Phone?
There is no limit. Charter Phone is a “whole house” service that uses existing telephone wiring, so all jacks in the home can be used.
Will my monitored security system work with Charter Phone?
Charter Phone will work with most monitored home security systems. However, if you have a home security service, we recommend that you test the proper operation and communication of the alarm system after your Charter Phone installation. Learn about our recognition by ADT by clicking here.
Will my DSL service work with Charter Phone?
Yes, Charter Phone service will work with DSL. However, you will need to maintain an active telephone number with your DSL provider in addition to your Charter Phone number. Charter offers High-Speed Internet service that is often faster and more reliable than DSL, and does not require maintaining a second telephone number. Learn more about Charter High-Speed® Internet service.
If I buy a bundle of services from Charter —cable, Internet, and telephone—can I use all services simultaneously?
Absolutely. All services can be used simultaneously.
Does Charter offer wire maintenance insurance?
Yes. We offer a wire maintenance repair program that may help you avoid costly repair charges inside your home. For a low monthly fee, we can provide repair service for your jacks and inside wiring. (The wiring must meet certified technical standards.) For more information about Wire Maintenance insurance, please see our Wire Maintenance Overview. To order Wire Maintenance insurance, please contact us. Charter maintains outside phone lines as a part of your basic monthly service. Outside lines will be repaired at no cost to you unless the repair is due to a customer-caused incident. The final cost is at the discretion of the technician performing the repairs.
Does Charter Phone use Voice over Internet Protocol (VoIP) technology?
Charter offers a primary line telephone service that is comparable to 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.
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What telephone features are available?
- Anonymous Call Rejection
- Call Forward Selective
- Call Forward Variable
- Call Screening
- Call Waiting/Cancel Call Waiting
- Caller ID
- Call Waiting ID
- Selective Call Acceptance
- Speed Dial 8 or Speed Dial 30
- Customer Ring
- Call Forward Busy
- Call Forward Busy/No Answer
- Call Return
- Distinctive Ring
- Repeat Dialing
- Three-Way Calling
- For more information, click here or call 1-888-GET-CHARTER (1-888-438-2427)
Reliability
How reliable is Charter Phone?
Charter has upgraded and hardened our network in preparation for launching phone service. As a result of this work, our network now has increased redundancy and availability. To guarantee the quality of our telephone service, we also monitor service delivery all the way to your household. That means that your services will be even more reliable than before. In addition, though we cannot prevent any service issues resulting from cable cuts or vandalism in your neighborhood, we can now react much more quickly to restore your service as soon as possible.
Are the quality and clarity of the voice signal via Charter Phone as high as those of traditional telephone service?
Charter Phone has quality and clarity that are every bit as good as those of traditional telephone service. Many customers have told us that it sounds better, since they are receiving a digital signal all the way to their home.
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Calling Information
How do I get Directory Assistance?
For Directory Assistance, dial 411 to locate a local telephone number, long-distance telephone number, published listing, name, or address anywhere in the United States. To obtain a phone number, you need to know the city, state, and the listed name. The system will prompt you to provide this information as it searches for the listing. You do not need to know the area code. Directory Assistance charges are applied to these requests on a per-use basis, and depend on your state. With Charter’s Enhanced Directory Assistance service, you can also take advantage of value-added services such as movie listings, stock quotes, traffic and weather reports.
What is Call Completion?
Call completion (CC) is a fee-per-use service to connect the caller directly to the number they requested from directory assistance without the need to hang up and dial themselves. After receiving a phone number from DA, the customer will hear an offer to directly complete the call. The customer can follow the prompts to accept the offer, or hang up as usual to make the call themselves. Call Completion costs $0.25 per use.
What is 211 Social Service Connection?
Dialing 211 provides you with information about referrals to human services for everyday needs and in times of crisis. Services offered through 211 vary by community but may include basic human needs resources; physical and mental health resources; employment support; support for older Americans and persons with disabilities; support for children, youth, and families; volunteer opportunities; and donations. Charter provides access to 211 where such service is available, but does not manage or sponsor this service.
Will I still be listed in the phone book?
Yes. Switching to Charter Phone service has no effect on your directory listing. You will continue to be listed in the telephone directory for your area and receive a phone book.
What if I do not want to be listed in the phone book?
There are two kinds of privacy listings:
- Listed: This is the default option for a directory listing that Charter provides at no charge. The customer’s name is in the phone book and is available through Directory Assistance.
- Private Number: Chose this option if you do not want to have your name published in the phone book and not listed with Directory Assistance. This provides the equivalent of being non-published; there is a monthly recurring charge for this option.
Please contact 1- 888 GET CHARTER for additional assistance.
How do I obtain a Telephone Directory from Charter Communications?
Obtaining a Telephone Directory from Charter Communications
- Obtain the Telephone Directory from the nearest Sales and Service Center. (use this link to locate the Center closest to you) http://www.charter.com/visitors/general.aspx?ownerid=1
- Contact Yellowbook, our Directory Supplier
- Dial 1 800 929 3556
- Online at http://corporate.yellowbook.com/contact-us/
Please Note: In some locations Yellowbook is not the directory supplier or they may not print White pages as well as Yellow pages.
In the case of Yellowbook not being able to supply the telephone directory, contact Charter at 1 888 Get Charter to request a directory to be sent to you.
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How do I access my voicemail mailbox?
From Your Home Phone
- Dial your seven- or 10-digit home telephone number. (If PIN Skip is off, you must enter your PIN).
- You will enter the Main Menu.
From another phone:
- Dial your seven- or 10-digit home telephone number.
- Press *5 when you hear the greeting.
- Enter your 10-digit phone number + #.
- Enter your PIN + #.
- You will enter the Main Menu.
When you dial into your voicemail, you will reach the Main Menu and have the following options:
- Press 1 to review messages.
- Press 3 to work with your greetings.
- Press 4 to change your mailbox settings.
- Press 9 for interactive help.
Click here for an instructional video on how to set up your Charter Phone voicemail features.
Click here for our support article for Charter Phone voicemail.
If you are experiencing difficulties with voicemail, please click here to chat live or call us at 1-888-438-2427.
How do I set up my voicemail?
To set up your voicemail, you must be calling from your Charter home phone.
1. Dial your seven- or 10-digit Charter Phone number.
2. Voice instructions will guide you on how to create a new four-digit PIN.
3. You will then be prompted to record your name and personal greeting.
Note: PIN Skip will be automatically turned on at this point, allowing you access to your voicemail from your home phone without having to enter your PIN. Please click here for instructions on how to turn off PIN skip as well as additional instructions on how to customize your voicemail service.
Do you need additional help using your voicemail? Click here for the user guide.
You may also click here for an instructional video on how to set up your Charter Phone voicemail features.
Please call Charter Communications at 1-888-438-2427 if further assistance is required.
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Product Help/Troubleshooting
What is the repair telephone number?
For help with troubleshooting and information on repairs, you may dial 611 from your home phone, or contact us at 1-888-438-2427. Enter your 10-digit phone number. You will be prompted to speak your selection regarding the type of service you wish to receive. You may speak the phrase ‘List Options’ or ‘Repair’. If you selected ‘Repair’, select option 4 for Charter Phone service. If you selected ‘List Options’, select option 3 for Repair, then select option 4 for Charter Phone service, and follow the remaining prompts for your specific repair issue.
However, keep in mind that you may be able to resolve the problem by checking several things yourself before entering a repair request. By taking an extra step and following the information below, you could avoid possible service charges.
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No Dial Tone
How do I fix no-dial-tone problems?
If you do not hear a dial tone when you pick up the receiver, you may be able to resolve the problem by checking several things yourself before entering a repair request. By taking these extra steps and following the steps below, you could avoid possible service charges.
Perform the following test procedure:
- Check all phones to ensure that they are on the hook and have the proper power, if needed. If there is only one phone with no dial tone, then go to “If there is no dial tone” below.
- Check the five LED indicators on your Multimedia Terminal Adaptor. (An MTA is a telephone modem that enables our network to communicate with the telephone lines inside your home.) The MTA is usually located in the basement, closet, or office of your home. If the power light is blinking or all lights are off, check the AC cord (power cord) connected to the MTA. Ensure that all connections are tight and that the MTA is not plugged into an outlet that has been switched off.
- Unplug the telephone wire from the rear of the MTA and plug a working phone directly into the jack on the MTA. Check for dial tone.
If there is a dial tone:
The problem is somewhere in the inside wiring or jacks. You have the option to repair the wiring yourself, or you may submit a repair request to have Charter repair it for you. If you have an Inside Wire Maintenance plan and this repair falls within the boundaries of that plan, then you will not be charged for repairs to your inside wiring. To submit a service request, call 1-888-438-2427. Select option 2 for Charter Phone service. Then enter your 10-digit phone number and select option 3, “Problem with telephone service.”
If there is no dial tone:
Unplug the phone cord from the back of the MTA and then reset the unit by depressing and releasing the reset button at the rear of the MTA. Plug the phone cord back into the MTA after the reset is completed.
If you still do not hear a dial tone, there may be a problem with your outside wiring. Please call Charter Customer Care at 1-888-438-2427. Select option 2 for Charter Phone service, then enter your 10-digit phone number and choose menu option 3, “Problem with telephone service.”
If there is now a dial tone at the MTA:
A single jack may be the issue. Plug a different phone into the jack and see whether the problem still exists. If it does, the phone wiring is most likely faulted or shorted and will need to be replaced. Please call Charter Customer Care at 1-888-438-2427. Select option 2 for Charter Phone service, then enter your 10-digit phone number and choose menu option 3, “Problem with telephone service.”
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Noise or Static on Line
How do I fix noise (static or echoes) during calls?
If you are experiencing noise, static, or echoes on the line, you can check several things yourself before entering a repair request. By taking an extra step and following the information below, you could avoid possible service charges.
Perform the following test procedures:
Static may be generated by cordless phones, answering machines, and modems. If the static/echo is only on one phone, please try another phone in the same location. Unplug the telephone from both the jack and the electric outlet, and plug in a standard telephone set to see whether the problem is resolved. If this resolves the problem, then your other telephone is not working properly, and you should contact the phone manufacturer or replace the phone.
If switching phones does not resolve the problem, then the static/echo is most likely due to faulty inside wiring. In this case, please call the Telephone Service Center at 1-888-438-2427, select option 2 for Charter Phone service, enter your 10-digit phone number, and choose menu option 3, “Problem with telephone service.”
If the static/echo is on all of your phones, please unplug all equipment except for one phone. If this resolves the problem, then a faulty piece of equipment at your home is causing the problem. Try plugging in equipment one piece at a time until the problem starts again. The equipment that causes the problem to start again is the culprit. If unplugging all but one piece of equipment does not resolve the problem, please call the Telephone Service Center at 1-888-438-2427, select option 2 for Charter Phone service, enter your 10-digit phone number, and choose menu option 3, “Problem with telephone service.”
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Problems Making or Receiving Calls
What should I do first when I have problems making or receiving calls?
Perform the following test procedure:
- Make sure all of your phones are properly hung up. Check your equipment (e.g., cordless phone, answering machine, or fax) by disconnecting it from the phone jack and power source and then reconnecting it. Sometimes resetting your equipment will restore service. Do a visual inspection of all exposed wiring and connections for damage or loose connections.
- If you have more than one outlet, check the equipment (phone, fax, modem, etc.) at each outlet to determine whether operation can be obtained from all outlets.
- To isolate jack or house wiring problems, move a working telephone to each jack in the house to find which location is causing the trouble.
What do I do if I am having trouble receiving calls?
If you are having trouble receiving inbound calls, please check the following:
- Make sure the ringer on your phone(s) is turned on.
- Make sure your phone is plugged into an active jack.
- People calling you must be dialing your correct phone number.
If you get a busy signal when calling your number from a different phone line, please check the following:
- Make sure all of your phones are hung up.
- If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection.
- If there is a fax machine plugged into a phone jack, make sure that the fax is functioning properly.
- If the line is still busy after disconnecting computers and fax machines, disconnect all other equipment from the phone line (for example, answering machines or satellite boxes).
Why am I having trouble receiving calls from the customers of other local service providers?
In some areas, Charter customers may have been temporarily unable to receive calls that originate from third-party providers. Federal regulation requires that all local service providers coordinate network resources so that customers can make and receive calls from all providers. In some cases, local providers may not be as active in complying with this requirement as Charter is. However, Charter is working diligently to assist other providers in this respect. If you are aware that customers of other providers are unable to reach you, please contact Charter.
How do I file a complaint about having trouble receiving calls from other local service providers?
Complaints can be filed with the agency in your state that regulates telecommunications service providers. Please contact your state agency or National Association of Regulatory Utility Commissioners to find contact information for your state’s regulator and instructions for how to file a complaint.
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Why can’t I receive collect calls from my friend/family member who is in a correctional facility?
Customers who want to receive collect calls from correctional facilities in Missouri, Texas and Wisconsin where the facility’s provider is not AT&T or anywhere else in the U.S., must establish a third party billing account with that correctional facility. To set up a third party billing account, the customer must contact the facility.
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Paying Your Bill
How can I get help understanding my bill?
For assistance understanding your bill, please see our New Bill Statement Explanation.
Is there a fee if I am late paying my bill?
Yes. A late payment penalty of up to 1.5 percent will be assessed for all amounts billed but unpaid when the new statements are created.
Is there a service contract requirement for Charter Phone?
No. We are confident that anyone who tries Charter Phone will be pleased with the service and continue to use Charter Phone without a long-term contract. In fact, we are so confident that you will be pleased by the value and quality of service you receive that we offer a 30-day money-back guarantee.
What should I do when I receive a bill from both Charter Phone and my previous service provider?
Customers who switch over to Charter Telephone services and choose to keep their existing telephone number (port-in their number) may continue to receive a bill from their previous telephone service provider as well as receive a bill from Charter Communications. This is referred to as Double Billing.
Customers must wait 60 days after the Charter telephone services connection date to allow all final billing adjustments to be completed by their previous provider. If after 60 days, you are still experiencing a double billing situation and you have received a bill statement marked Final Bill from your previous provider, please contact us or chat live now.
All Long Distance (LD) inquiries require you to contact your previous LD provider. Customers are responsible for cancelling their previous LD service if it was not tied to your former local service package.
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Charges and Taxes
What are the taxes and surcharges on my bill?
Charter Communications® is, for the most part, subject to the same fees and taxes as traditional telephone companies, and must collect the required taxes as part of the total phone bill and send the appropriate amounts back to the taxing agency. Federal, state, and local governments assess taxes and surcharges for a variety of reasons. Some of the most common charges include:
911 or E911 charges: This is usually a dedicated tax that provides funds for the communications systems that support emergency and quick-response police, fire, and ambulance services with identification of phone number and location.
Assistance plans: Often referred to as Universal Service Funds or Telephone Assistance Plans, these programs dedicate monies used to provide telephone subsidies to low-income or physically challenged individuals.
Municipal surcharges and fees: These taxes and fees are ordinarily assessed by local governments and are often used to pay for special bonds or levies, often to support new 911 or other telephone services.
Federal Universal Service Fund (Federal Universal Service Fee): This charge funds programs designed to keep telephone service affordable for all Americans. The Federal Communications Commission (FCC) authorizes this charge and reviews it quarterly.
End User Common Line Charge (Federal Subscriber Line Charge): This charge is a Federal Communications Commission (FCC)–authorized fee for supporting the cost of providing and maintaining access to the local network for long-distance calls.
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TTY (Text Telephone) and TRS (Telephone Relay Service)
What is Text Telephone (TTY) and Telephone Relay Service (TRS)?
TTY allows people who are deaf, hard of hearing, or speech impaired to use the telephone to communicate by letting them type messages back and forth to one another rather than talking and listening. TTY is required at both ends of the conversation in order to communicate. TRS, however, allows hearing-impaired and speech-impaired people to communicate via text telephone with non-impaired telephone users who do not have TTY. Each state has developed its own TRS program, so specific access numbers and contacts will vary. The nationwide standard access number is 711. Local telephone service providers translate and route 711 calls to the TRS provider for that specific state.
How should I make emergency calls (911) using TTY or TRS?
To avoid delays, dial 911 directly from the TTY. Do not dial TRS using 711. All E911 answering centers have TTYs. The customer’s TTY should send audible tones that indicate to the 911 operators that a TTY must be used to answer the call.
What do I do if the TTY display shows all numbers, symbols etc
This problem called garbling may be caused by call-waiting tones, loud background noise, low power on the TTY, inclement weather, cracked acoustic couplers, automated voice messages transmitted by the TTY, line static, improper TTY settings, and TTY shifting between letters and numbers.
To fix it, try typing AAA111 or hitting the space bar. This may clear the garbling. If you are using Turbo Code, change setting to Baudot. If using acoustic coupling, ensure that the handset is sitting securely in the acoustic cups. If this does not work, hang up and redial as a last resort. If garbling persists, please contact us.
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Ordering White Pages
How long will it take for the White Pages directory to arrive at my home?
Please allow up to three weeks for delivery of your directory.
What if I am unable to wait up to three weeks for delivery of my White Pages directory?
Most Charter Communications payment centers have White Pages directories on hand, so you can always visit one of our locations to pick one up.
Can I track the status of my White Pages directory request?
No. Your request is being sent to a third party vendor contracted by AT&T, which will mail the directory to your home address.
What if I do not receive my White Pages directory within three weeks of submitting my request?
Please submit another request via the online form.
How many White Page directories can I request?
You can request up to 99 White Pages directories.
What if I do not live in one of the indicated Zip Codes?
If you live outside one of the indicated Zip Codes, you will continue to receive automatic annual delivery of the White Pages so there is no need to submit a request.
Why am I being required to request a White Pages directory, they usually get delivered automatically to my home each year?
The White Pages directory publisher, AT&T, has made a change to their policy for certain areas. They will no longer automatically send directories to every household, but will still provide directories upon request.
As a new Charter Phone customer, do I need to request my first White Pages directory?
No. New customers will automatically be mailed their first White Pages directory after their service is installed.
Do I need to fill out this form every year to get a new directory, or does filling out this form put me on a list for annual delivery?
You will need to make a request each year if you desire delivery of the updated White Pages directory.
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