The information on this page answers many of the frequently asked questions concerning charter.net products and services. You can choose a main category by selecting one of the links below or you may use the drop down menu for a list of more specific questions.
General Questions
Site Pages
Logging Into charter.net
System Requirements
Premium Services
You may also select a help topic question from this list
General Questions
What is charter.net?
Charter.net is Charter's customizable customer homepage that provides customers with easy access to free web content such as video, news, sports, entertainment, weather; premium subscription services such as gaming & music; and key account features such as email and TV and On Demand listings - all in one location and accessible with one login. Charter.net offers premium online content from the top Internet subscription and entertainment sites such as MLB.com, Encyclopedia Britannica, Shockwave.com™, and more - all at an incredible savings when compared to direct subscription rates! Set charter.net as your home page, customize the content to fit your needs, and have a one-stop shop for digital entertainment & news!
Where is my Charter.net Email?
You can access your email by simply clicking on the green Email component located at the top right-hand corner on the www.charter.net home page. Sign in using your charter.net email address and password.We ask that you provide your service address zip code as well as an additional security measure. You will be logged out of your email session after 24 hours even if you click "Remember me" to protect your email content.
Where does my personal information go?
Charter has worked hard with technology and information policies to protect your personal information. For more information on how Charter protects your information, please read our Privacy Statement.
Site Pages
News
Stay up to date on all the news, current events and more by checking back throughout the day. We have you covered on all the late-breaking news you need to know about.
TV
Find your local TV listings as well as information on shows and actors.Watch full episodes and clips from your favorite shows online!
Video
You'll find behind–the–scenes footage from popular TV shows, video of the latest news headlines, trailers for upcoming movies and classic favorites, and a lot more, all in one place. Check back often for specials like season previews of the hottest TV shows and full episodes of programs you enjoy.
On Demand
Charter brings new release movies and popular shows to your home!Check out the On Demand page to quickly browse through over 6,000 titles.Search by actor, director or genre, plus check out our Top 10 listings.
Games
Find over 100 of free online games at charter.net/games
Music
Listen to your favorite artist or band, get the latest industry news and watch over 4,000 music videos!Do you have a favorite local radio station?Listen live on charter.net!
Sports
Charter gives you up to date news, scores and more on your favorite sports. We cover all the major leagues, college and more. Local Get up-to-date movie listings, traffic and forecast information in your area!You can also search for events happening in your home town and browse classified ads.
In Theaters
Discover the Box Office top 10 and get the latest movie news.
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How do I personalize my homepage?
You can choose what components live on your charter.net homepage and arrange them to your liking!Log in by clicking the 'log in' button located at the upper right hand corner of the page
Using your charter.net email address and password, log in to your account.
Click the 'personalize' button located to the right of your welcome greeting.
Choose what components you would like to be displayed on your homepage and click the 'Add' button for each.
The left hand column lists the categories of components available for personalization
. 
You can move components and arrange them on your homepage by clicking and dragging to the desired location.
To remove a component, click the 'x' located in the upper right hand corner of the box.
What happened to the customization I had on the previous version of charter.net?
Due to the introduction of new enhanced features on charter.net, you may have to reset some of your formerly customized features and components. Please use the Customize link on the top right of the charter.net homepage.
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How do I view TV listings for my area?
To view TV listings in your area go to the TV page by clicking the 'TV' tab at the top of the homepage.Directly below, click the 'TV Listings' button.
A grid will appear that displays the programs and times for that particular day.
To change the day and/or time, choose select an option from the drop-down list.
You can also choose a filter and browse particular shows (i.e sports, news, comedy, etc).
Use the "Search TV" search bar to type in the name of a show to find its listing in the grid.
For quick access to a certain channel, use the channel range links to jump a particular number.
How do I search On Demand movies on charter.net?
Charter.net offers hundreds of new and favorite movies!
Click on the "On Demand" button at the top of the home page to browse the selection. Be sure to check out the top 10 On Demand movies!
Click on a thumbnail image to watch a trailer and get more information on the movie including a short description, genre and the dates it's available On Demand, channel 1.
What features are available on the charter.net music page?
The charter.net music page offers a variety of features!Check out the latest music industry and artist news, listen to your favorite genre of music from the streaming music component and watch thousands of music videos.
How do I add or remove stocks from the Market Watch component?
If you have stocks that you want to add or remove from your Market Watch component, you simply type the stock symbol you wish to add or remove in the "add/remove" field and click "go".
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Logging Into charter.net
How do I log in?
You can click on the login button in the upper right or the system will automatically prompt you to log in when you perform an action that requires it. The log in prompt allows users to select "remember me". Doing this sets a cookie, which saves your authentication information and eliminates the hassle of having to log in again.
What is my charter.net user name?
The username is your complete Charter email address including the domain (example@charter.net). Your portal login password is the Charter email password.
How do I change or retrieve my password?
The email owner can change or reset a password for an email/charter.net account:
- From the My Charter Account page www.charter.com/MyAccount, click the Manage My email Accounts link. The Add or Edit email Accounts page displays.
- Click the Edit hyperlink to the right of the account you want to change. The Edit email Account page displays with the current password displayed as a single asterisk.
- To change the password, type the new password in the Password field. While the actual typed values will not appear, an asterisk will display for each character typed.
- In the Confirm Password field, retype the new password. Click the Save button. The email Account Confirmation page displays.
What's happening if I constantly have to log in for access to my subscription services or to customize charter.net?
You may have "Cookies" turned off for your Web browser. Cookies allow the Charter system to recognize you and "find" your login and credentials as you navigate throughout the many content partners in your subscription. To switch Cookies on, click on Tools, Internet Options, and Privacy. Select a Privacy setting of 'Medium' or lower, which will enable Cookies and provide a seamless subscription content viewing experience.
Why do I have to re-enter my password?
If you enter your username and password into charter.net and select the "remember me" button, you will not be prompted to log in again for 90 days. For email, the timeout is shorter - 24 hours. So, if you click on email 23 hours after logging in, you gain direct access without a prompt for your password. If you click on email 25 hours after logging in, you will be prompted for your password.
Why do I need to enter my zip code?
Zip code verification is required for email login through Charter.net. This is another layer of security for Charter customers, helping ensure that email access is protected. Hackers may attempt to hijack email addresses and use them for spamming. Requiring zip code verification in addition to a password, helps keep hackers out. Charter is committed to maintaining your privacy, and this additional login credential through charter.net is just one more way to ensure its protection.
Who do I contact if I can't access my premium online content or my login fails?
If you can't access your content because of a failed password or broken link, please contact a Charter Customer Care Representative by going to charter.com/support to obtain your Support Center's Phone number or locate your Charter Cable Bill. Your Contact Center phone number is located on your billing statement.
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System Requirements
What are the system requirements for charter.net?
The following are recommended for the best charter.net experience:
- Windows 98/2000/XP/ME, Vista, MacOS, Unix
- IE7 or higher or FireFox 3.0 or higher
- 256MB RAM
- Real Player 9.0 or higher
- Flash Player 10 or higher
- Windows Media Player 10
- Shockwave 8.5
How do I know if my system has the latest Plug-Ins, or Media Players?
Please find the link to our "Get Plug-Ins" located at the footer of charter.net. This link allows customers to simply click and have their desktop scanned for available Plug-ins and those needed for optimal use of the services available through the portal. Clicking on this link will result in a window advising of any Plug-ins needed with links to download the software. RealPlayer is the only plug-in required to view the portal content. The rest may be required to access premium content.
Why don't some of the player controls or plug-ins work for me when using Netscape?
If you already had RealPlayer installed before you downloaded Netscape you will have to re-install RealPlayer in order to make the controls work properly.
Why is my browser having trouble displaying the page?
Versions of Internet Explorer older than Internet Explorer 7.0 will not display the portal properly. You may also receive a pop up error regarding login. To solve this problem, you will need to download Internet Explorer7.0. Clicking on "Get Downloads and Plug Ins" in the footer of charter.net will guide you to the download.
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Premium Services
What are "Premium Services"?
Premium Service Packages are a great way to make the most of your Charter Internet connection. Our collections of top-notch subscription sites offer you games, downloadable music, sports videos, and so much more; all at a significant discount. Current Charter Premiums Services Include:
Variety Pack Online™ - $7.99/month
- American Greetings
- Find and send the perfect eCard for every occasion from their collection of over 5000. Want something interesting, select a Talking eCard, and send laughter to friends and family. When you throw a party, distinguish yourself with custom Create & Print cards and invites.
- Shockwave Unlimited
- Never get bored with over 400 games and puzzles to choose from. 24/7 access so mom can stay up all night playing. Amazing, no time limits on play or games.
- Encyclopedia Britannica
- Impress your teachers with references they trust from over 120,000 articles. Astonish your friends with presentations that come to life using audio and video clips. Whenever you need a reference or resource, the full 32 volumes of knowledge are easily searched for just the right answer.
- Clever Island
- Have fun learning with 90 educational games. Activities updated monthly. And there are progress reports for mom and dad.
- MLB
- 9 Minute condensed games. This MLB exclusive allows you to watch the whole game before lunch is over. Listen to your favorite team from your favorite radio announcers while you work. Live Audio brings every game right your desktop.
- NHL
- NHL® Premium Videos and Game Notes is an all-inclusive premium subscription service. Videos include condensed NHL game footage, online and all commercial free. NHL Game Notes™ provides fans with online information and stats on their favorite NHL team and their opponents through the regular season, playoffs, and Stanley Cup.
- Premium Weather
- Get historical video of the most incredible storms. The weather fanatic has lots of storm videos to watch again and again.
Charter Music®- $9.99/month
- Unlimited Downloads - download an unlimited number of songs to your computer or portable device (to-go enabled MP3 players) at no additional cost.Access these songs as long as you subscribe to Charter Music. Choose from over 4 million tracks!
- Permanent Downloads/Burns - for only $.99 per song (albums only $9.99) you can burn your tracks to a CD. Charter Music lets you listen before you buy.
- Streaming Music - Access your music library from any computer with an Internet connection
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How often am I billed for Variety Pack Online™ or Charter Music®?
Both subscription services will simply be included on your monthly Charter statement. No credit card or separate monthly bills are required; just easy access to the best online premium services and music!
What are the system requirements to access Variety Pack Online™ premium services?
For the best experience we recommend that your computer meet the following hardware and software requirements, due to the high resolution and use of video with our premium content providers.
* Variety Pack Online™ premiums may not be optimized for MAC users, and browsers other than Internet Explorer.
- Any Intel or AMD processor, 400mhz or faster
- Windows 98/ME/2000/XP
- Internet Explorer 6.0 or higher (cookies enabled)
- Windows Media Player 9.0 or higher
- Real Player 6.0 or higher
- Macromedia Flash Plug-In (required for Charter Music)
- Shockwave Plug-in (required for Shockwave.com™ UNLIMITED)
- Active X Plug-in (for streaming video over IE)
- 256 MB RAM
- 16-bit sound card and speakers
- 65,000-color video display card
Can anyone else access my Variety Pack Online™ or Charter Music subscriptions?
Unless you share your login information with others, only you will be able to access your premium online subscriptions. To prevent others from accessing your premium content, please keep your login information confidential.
I sometimes see pop-up advertisements while viewing my Variety Pack Online™ premium online content. Can I stop the ads?
Charter cannot turn off pop-up ads that are part of the premium service or content providers' offerings. These ads are a service of content providers to promote special offers.
I can't view my Variety Pack Online™ premium online content when the video window appears. What is wrong and how do I fix it?
If you can't view the charter.net home page or a premium content video stream:
- a. Certain content providers may require that you enable Javascript and ActiveX Controls to properly view their pages. For Internet Explorer, click on Tools, Internet Options, Security. Make sure that Java and ActiveX are enabled for your browser, and then save the system changes. Alternatively, you can enable Cookies at this time in the Privacy settings. The "Default" security setting will switch on all three features at once. Click to "Apply" the changes.
- b. You may have outdated or incompatible versions of video playing programs on your computer. To check for the latest version of RealPlayer, Flash Player, Shockwave or Windows Media Player, click on 'Get Plug-Ins' located in the footer of charter.net. This link allows customers to simply click and have their desktop scanned for available Plug-ins and those needed for optimal use of the services available through the portal. Clicking on this link will result in a window advising of any Plug-ins needed with links to download the software. RealPlayer is the only plug-in required to view the portal content. The rest may be required to access premium content.
- c. Finally, you may be experiencing Internet congestion that is causing slow download and streaming speeds. If the video player tries to re-buffer the stream more than three times during the video, close the video pop-up window and select a smaller stream. Internet congestion is common at peak usage hours, and unless it persists for more than an hour you do not need to contact Charter.
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Can I leave my email, messaging, and other programs running while viewing my Variety Pack Online™ or Charter Music content?
Depending on the speed and RAM of your computer, you can keep several programs running at the same time, including your premium content subscriptions. However, certain programs that require a lot of virtual memory, such as graphics programs or a Web camera, may impede your system's ability to process a video stream from your premium online content. If you have consistent problems with system resources, or crash the browser more than once, you should close such programs when viewing premium video streams at the same time.
Why can't I login to my Variety Pack Online™ services (for example, Shockwave.com™ UNLIMITED or American Greetings) directly from their websites?
Variety Pack Online™ provides a unique bundle & discount for Charter Internet customers accessing the premium content through the charter.net Portal. In order to provide this service, you must login through charter.net
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