Understanding Your Charter Bill

Your Charter billing statement contains all the relevant information pertaining to your account with Charter. Charter utilizes monthly cycle-based billing. Billing cycles are mechanisms that determine when your statements are printed and due each month. The billing cycle that you are placed into is based on your date of installation, but may differ from your installation date.

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Understanding Your Bill

Your Charter Billing Statement

Charter utilizes one-month-in-advance cycle-based billing. Billing cycles are mechanisms that determine when your statements are printed and due each month.

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General Bill Information

This section explains billing and the various factors that influence how your bill is calculated.

Cycle Based Billing

Your billing month begins and is determined by your installation date, this is also known as your anniversary date. For example, if you are installed on November 4th, then your bill will run from the 4th to the 3rd of each month.
Charter utilizes advanced cycle based billing, meaning that you will receive your bill for the coming month in advance of service delivery (example your bill from December 4th through January 3rd should arrive prior to or right around December 4th). Billing cycles determine when your statement is printed and due each month and are determined by your installation date among other factors.
Payments and changes made to your account after your cycle date (the date your bill prints) will not be reflected on your billing statement. Payments and changes made to your account after this date would be reflected on your next billing statement.
If you have a concern with the cycle you are in and billing period and due date –

COD and Installation Fees

Collect on Delivery (COD) Fees

Upon installation of your new Charter service, you may be required to pay a Collect on Delivery (COD) charge of $30.00 for each line of business we install (TV, internet and Phone) in addition to any associated installation fees.

The COD amount may be paid to a Charter agent prior to installation or payment can be made directly to the technician at the time of installation. If you have separate appointments for installation you may be asked to provide a portion of the COD to each technician. Check with the Charter representative when scheduling your appointment. Credit and debit card, check, money orders and cash payments are accepted. Please note technicians do not carry change and all monies collected will be applied to your account.

In some cases, COD payments may not be reflected on your first billing statement. Rest assured that the receipt you received from the Charter Technician serves as proof of payment until your payment is reflected on your next bill. Therefore, as a new customer, you should only pay the amount you owe after subtracting the COD payment that is located on your work order receipt (provide by the technician).

Installation Fees

Applicable charges may be found under each Charges Detail section (TV, Internet and Phone). This includes any installation charges or one time charges to your account since your last billing statement.
These may include:

• Installation Fee(s): Fee for the installation of Charter service.
• Restart or Restoration Fee(s): Fee for reconnecting disconnected Charter Service.
• Add-a-Line Fee(s): Fee for adding a new line of Charter Phone service.
• Add-a-Jack-Fee(s): Fee for adding a new phone jack.
• Service Appointment Fee(s): Fee for a technician visiting your home for service related issues.

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First Bill

Your first bill will include the first month of advance billing for services, equipment lease fees along with taxes and installation charges and any COD payment collected.  Subsequent bills should reflect charges for one month advance billing.  Your first bill will be delivered 7-10 days following installation.
Example of first bill total:

Please note: Upon receipt of your first billing statement, the payment collected by the Charter Technician may not appear until your next billing statement is sent. Please also remember the payment collected by the Charter Technician will not cover the cost of your total service package.

If your payment is not reflected on this statement, please remember to deduct that amount from your total bill and send in the balance. Any changes made to your account after your initial bill will result in partial months charges.  You may view Recent Activity online at www.charter.com/myaccount.
To help you better understand your billing statement and to answer questions you may have about charges on your bill, please watch our helpful video here or click here for a step-by-step overview.

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Partial Month Charges

When you make changes to your level of service, the changes rarely go into effect on the first day of a new cycle. Consequently, partial month transactions may apply.  Partial month transactions can come in the form of either credits or debits, depending on the circumstances of the change made:

• Credits (-): Lessens the balance due
• Debits: Increases the balance due

Occasions in which you may see a partial month credit or debit include the following:

• Campaign and Discount Expiration
• Disconnection of Service
• Reactivation of Service
• Service Change (Upgrading or Downgrading Service)

The formula to determine the total amount of a partial month debit or credit is as follows:

• Take the monthly charge of the affected service(s) and divide it by 30 days; this answer provides you with the daily rate of the affected service(s).
• Multiply the daily rate by the number of days the change affects.
• Add/subtract this total to/from the balance due on your upcoming bill.

Credit Example: If the monthly charge for service is $30.00 and you disconnect service with 5 days left in your current billing cycle, you should be credited $5.00.

• $30.00 ÷ 30 days = $1.00 per day
• $1.00 per day x 5 days = $5.00
• $0.00 - $5.00 = $5.00 credit

In this example, since you have canceled service, you would owe $0.00 next month without the partial credit. Including the partial credit you would receive $5.00 back.

Debit Example: If you add service in the middle of your billing month, and your bill has already cycled you will see the partial month debits (as calculated by the formula above) for your current billing period along with one month advance charges on your next billing statement.
In this example the customer’s bill runs from the 4th to the 3rd of each month. In order for the advance bill to reach the customer prior to the start of the month the bill cycles and prints on the 28th of the month. The customer upgraded their service on the 10th after the bill had already cycled. Therefore, the partial month charges appear on the next billing statement. You will notice the dates of the partial month services are called out. The partial month charges for last month and the advance billing for the upcoming month are both displayed on the billing statement.

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Bill Header

This section appears at the top of your bill and contains the following information:

• Security Code: A unique 4-digit code used to authenticate your account. You may change this security code at anytime online at www.charter.com/myaccount or click here to chat with us.  learn more >> route to security code content.
• Billing Address: The address where we send your bill and may be changed via phone or online.  learn more >> route to My Service tab change bill to address content
• Service Address: The address where you have Charter Service
• Statement of Service Date: The date your bill was printed. Any changes to your account that were made after this date will not be reflected on your billing statement.
• Account Number: A unique number that identifies your account at Charter.
• Phone Number: Your Telephone number.
• Charter's Contact Information: Contact phone numbers, address, and hours of operation for your closest service center.   Click here or look on the front of the billing statement for the Charter payment center location closest to you.

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Account Summary

This section summarizes charges, payments, adjustments, taxes, and fees for your current bill. It consists of the following information:

• Previous Balance: The balance from your last bill. If Charter did not receive payment for your previous balance prior to the Billing Date, your account will reflect a past-due amount. Past-due balances are subject to a late fee.
• Payments Received: Payments received since your last bill. Payments must have been received before the due date for your prior bill in order to be reflected on your current bill.
• Balance Forward: This is previous balance minus any payments received. If Charter did not receive payment for your outstanding balance prior to the Billing Date, your account will reflect a past-due amount. Unpaid outstanding balances are subject to a late fee.
• Charter Bundled Services: Discounted package for multiple lines of business.
• Charter TV: Any cable service not included in your bundled services. This may include cable service installation fees, On Demand and Pay-Pay-View charges as well as additional equipment.
• Charter Internet: Any high-speed Internet service not included in your bundled services. This may include Internet installation fees and equipment charges.
• Charter Phone: Any telephone service not included in your bundled services. This may include telephone installation fees and non basic telephone charges. Additional call usage available at the Call Usage Details Information Section.
• Adjustments, Taxes and Fees: Total of any adjustments (credit or debit), late fees and required telecommunications applicable federal, state and local charges.
• Total Due: The balance of all charges, taxes, fees, payments, and adjustments due as of the Billing Date.
• Payment Due Date: Payment for the Total Due must be received by Charter prior to this date to ensure prompt credit to the account and avoid late fees. Note: if you are enrolled in Auto Pay, the draft date of your payment will be displayed here.

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Mail Payment Coupon

This coupon helps ensure that your payment is credited to the proper account. Please detach this coupon, follow the instructions, complete the information as requested, and submit the coupon with your payment in the envelope provided.

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Charge Details

This section will display your previous balance, any payments made and any remaining balance that may have carried into the current months billing cycle.

Charter TV and Internet Service Details

These sections contain charges related to your Charter TV and Internet services.

Service From and To Dates: These are the dates for which you are being billed for your Charter TV and Internet services.

Partial Months Services: displays any

One-time Charges: displays any one-time charges for the shown billing period. This includes and installation or service call charges if applicable.

OnDemand and Pay-Per-View: displays the total of movies and events ordered during the billing period if applicable.

Monthly Charges: displays standard monthly service and equipment charges to include package details and promotions.

Charter Phone Service Details: This section contains charges related to your Charter Phone service.

Local and Long Distance Providers: Information concerning the local and long distance service provider you selected.

Service From and To Dates: These are the dates for which you are being billed for Charter Phone service.

Monthly Charges: Displays standard monthly service or package charges and discounts and the included features. Additional features (example 3-way calling) and service selections (such as International Call Blocking) that may have been selected will also be displayed.

Basic Service Charges: These are the charges for your Basic Service. These charges may include the following.

• Basic Telephone Line: Charge for your basic monthly access.
• Metro Calling Area (MCA) Calling Plan: Fee collected to pay for an expanded local calling area. Only applies to customers in Missouri and Texas.
• Adjustments: Any adjustments to Basic Service Charges during the current billing period.
• Feature Pack: Fee for the set of features included in your service package.

Direct Dial Calls: Calls made, which are included in your monthly Charter Phone package, are not displayed on your monthly billing statement. Any calls made outside of your Charter Phone package that incur a charge, will be itemized and displayed in this section.  Click here for more information regarding Call Details.

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Call Details

All Local and Long Distance Unlimited usage plan call details can now be viewed online by registering a My Account at www.charter.com/myaccount and select Pay/Bill Options to access Call Details in the Available Statement section.

Accessing Phone Call Details

Log into www.charter.com/myaccount
  
You will be prompted to provide your My Account username and password, in order to log in. If you have never created a My Account login, you can create one by entering your billing account number, and following the prompts.

Once you are logged in, to access billing information simply click on My Bill tab to select the Call Details link.

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Disputing a charge

You must notify our Customer Care Center at (888) 438-2427 within 30 days of your billing date of any billing discrepancies. You may also file a written dispute with Charter at:
Charter Communications
941 Charter Commons Drive
Town and Country, MO 63017
ATTN: CCA—Charter Phone

Credits, Coupons, Rebates

• Go to www.Charter.com/coupon and login to My Account*
• Click on the "Coupon Code?" button at the bottom of the screen
• Enter the 10-digit coupon number from your coupon and click Redeem

Please allow 24-48 hours after service installation or On Demand/PPV purchase for the activity to post to the billing system before redeeming your coupon. The system will validate your coupon and apply the adjustment to your bill. You can click on the printer icon to print the confirmation as a receipt for your records. Using My Account is the easiest, fastest and most secure way to redeem your coupon and establishing a login and password for My Account is easy. However, you can also bring your coupon to a Charter Sales and Service Center or call Customer Care and we’ll help you redeem your coupon.

If you have any other questions about redeeming your coupon, please click here

Charter offers a free gift card from participating merchants when you order your Charter service(s) online. To view all the exciting offers available through Charter, please click here.

Your gift redemption card will be mailed once your services have been installed. If you do not receive your gift redemption card within 6 weeks of installation of your services, please call (866) 642-7710 ext. 1030.

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Contacting Customer Service

Customer service can be reached at 1-888-438-2427.

Click to chat live with us »

Click here for Local Charter Office Locations

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