Frequently Asked Questions

General Ordering Questions

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: What happens after I purchase services from this company?
A: You will receive an e-mail 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 $34.99

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

What is a Digital Receiver?
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.

Can I get digital services on all TV's?
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.

Do I need to get a new TV to enjoy Charter TV® in Digital?
No. Our technician will install a digital receiver so you can view the digital services on your TV.

What HDTV programming does Charter Communications® offer?
Charter offers approximately 100 HD channels in many areas we serve. Available channels may include the following:

  • Local affiliates ABC, CBS, NBC, FOX, PBS, CW
  • Independent, local HD broadcasters
  • Discovery HD
  • ESPN HD
  • FOX Sports Net
  • TNT
  • Universal HD
  • MHD
  • Wealth TV
  • PPV events in HD
  • HBO HD
  • Cinemax HD
  • Showtime HD
  • Starz
  • HDNet & HDNet Movies
  • Note: Channel availability varies by location

What is Charter DVR? 
Unlike a VCR, Charter DVR allows you to relax and enjoy more entertainment with features such as…

  • Seamlessly record your favorite movies, shows, and live sporting events at your convenience
  • Access your live, recorded and On Demand programs all in one place
  • Schedule a recording of a regularly occurring show so you don’t miss an episode just because you weren’t home or forgot to set the recorder
  • Continue watching live TV while recording up to 2 another program on a completely different channel!
  • Pause and rewind live TV
  • Record standard or high definition programming
  • Store up to 100 hours of recordings depending on DVR model and type of programming being recorded

Will I need to purchase any special equipment to use the Charter DVR product?
No. Once you order a Charter Communications DVR box and have it installed, you have everything you need.

Can I watch one program and record another?
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.

Charter Internet® FAQ

What is broadband?
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.

Is broadband Internet service the same as high-speed Internet service?
Broadband and high speed is interchangeable terms used to refer to the power of the Internet connection you are using.

How does broadband work?
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.

Why should I get broadband service?
Broadband Internet allows you to receive more information quickly and do more on the Internet by giving you: An always-on connection - no busy signals or dial-up frustrations Blazing speed - up to ten times faster than DSL The ability to surf the web without tying up your phone line Multiple e-mail accounts Fast video and music downloads - download up to 50 photos in less than 30 seconds

What's the difference between upstream and downstream speeds?
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.

If I have Charter WiFi will I still be getting 60 Mbps download speed?

  • Charter WiFi customers are provided a high-performance dual-band router capable of delivering at least 60 Mbps on the 2.4 GHz band and well over 100 Mbps on the 5 GHz band.
  • All WiFi signals weaken as you move further away from the router, and more so if there are obstructions between you and the router. Try running a speed test while you are relatively close to the router, with a clear line of sight to the device.
  • There are also a number of other environmental factors that can degrade your signal (i.e. neighboring networks, baby monitors, cordless phones, wireless speakers, etc). Try removing / moving away from these sources of interference.
  • Also, keep in mind that the client device on which you are running the speed test may not be capable of supporting 60 Mbps. 

    Click here to run a Charter Speed test 
    Click here to learn more about environmental factors

Charter Phone® FAQ

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 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: 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.