For help with troubleshooting and information on repairs, you may dial 611 from your home phone, or call us toll-free at 1-888-438-2427.

Select Option 2 for Charter Phone Service

Enter your 10-digit phone number

Select option 3 for Problem with your telephone service

  1. Try a different phone
  2. Check that all phones are on the hook and have proper power
  3. Verify Power to the Telephone Modem (MTA)
  4. Reset the MTA by unplugging it for 15 seconds, then plugging it back in
  5. Wait to see if you see 5 solid green lights on the MTA
  6. Try plugging a phone into Tel 1/2 in the back of the MTA

If these steps do not resolve your issue contact us at 1-888-438-2427

Please insure you are dialing your 10-digit telephone number from your home phone to access your voicemail box.

If this doesn't resolved your issue, Contact us at 1-888-438-2427 or dial 611 from your home phone

Select Option 2 for Charter Phone Service

Enter your 10-digit phone number

Select option 3 for Problem with your telephone service

Receiving:

  1. Login and verify active service through your My Account at Charter.com/MyAccount
  2. Make sure the number is being dialed correctly
  3. If this is a recent install and you brought your number from another provider allow 72 hours for all incoming calls to come through
  4. Make sure that a feature has not been activated that will prevent incoming calls
    • Call forwarding
    • Selective call forwarding
    • Call screening
    • Selective call acceptance
  5. Make sure all of your phones are hung up
  6. Make sure the ringer on your phone(s) is turned on
  7. Make sure your phone is plugged into an active jack
  8. If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection
  9. If there is a fax machine plugged into a phone jack, make sure it is functioning properly
  10. Ensure that the telephone modem (MTA) has power
  11. Reset the MTA by unplugging it for 15 seconds, then plugging it back in

Making:

  1. Login and verify active service through your My Account at Charter.com/MyAccount
  2. Make sure all of your phones are properly hung up
  3. Check dialing pattern: 7, 10 or 11 digits
  4. Do a visual inspection of all exposed wiring and connections for damage or loose connections
  5. Disconnect equipment from the phone jack and power source and reconnect it
  6. Check equipment at each outlet
  7. Power cycle your MTA by unplugging it from the electrical power for 15 seconds, then plugging it back in

If you are still experiencing problems contact us at 1-888-438-2427

  1. Login and verify active service through your My Account at Charter.com/MyAccount
  2. Make sure the number is being dialed correctly
  3. If this is a recent install and you brought your number from another provider allow 72 hours for all incoming calls to come through
  4. Make sure all of your phones are hung up
  5. If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection
  6. If there is a fax machine plugged into a phone jack, make sure that the fax is functioning properly
  7. 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)
  8. Ensure that the telephone modem (MTA) has power.
  9. Reset the MTA by unplugging it for 15 seconds, then plugging it back in.

Noise on One Phone:

Plug a phone that is not experiencing noise into the problematic jack to see if the phone is causing the issue

Noise on All Phones:

Try resetting the telephone modem (MTA), wait 60 seconds then check for noise again

If these steps do not resolve your issue contact us at 1-888-438-2427

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 at 1-888-438-2427 with specific examples, so we can assist third-party providers update their network.

If you receive the message:

Sorry, for your protection, access to your mailbox has been restricted due to multiple invalid attempts to access your mailbox

Contact us at 1-888-438-2427 to have access to your voicemail services reestablished.

Note: You must verify that you are authorized on the account in order to have the Voicemail box unlocked.

To contact your operator, dial 0. Operator-assisted calls are billed on a per-use basis. These charges depend on the service requested.

Collect Calls

  • The operator contacts the answering party and requests payment for the call.

Person-to-Person Call

  • The operator must reach a particular person to connect the call.

Bill-to-Third-Party Calls

  • The operator contacts one phone number and requests that the call be charged to another designated phone number.

A stutter dial tone followed by a steady dial tone indicates that you have a new Voice mail message. The stutter dial tone should not last for more than a few seconds.

To learn how to set up your voicemail visit Charter.com/Voicemail

If you hear a constant fast dial tone that never becomes a steady:

  1. Try a different phone
  2. Check that all phone are on the hook and have proper power
  3. Verify Power to the Telephone Modem (MTA)
  4. Reset the MTA by unplugging it for 15 seconds, then plugging it back in
  5. Wait to see if you see 5 solid green lights on the MTA
  6. Try plugging a phone into Tel 1/2 in the back of the MTA

If these steps do not resolve your issue contact us at 1-888-438-2427

  1. Login and verify active service through your My Account at Charter.com/MyAccount
  2. Make sure the number is being dialed correctly
  3. If this is a recent install and you brought your number from another provider allow 72 hours for all incoming calls to come through
  4. Make sure that a feature has not been activated that will prevent incoming calls
    • Call forwarding
    • Selective call forwarding
    • Call screening
    • Selective call acceptance
  5. Make sure all of your phones are hung up
  6. Make sure the ringer on your phone(s) is turned on
  7. Make sure your phone is plugged into an active jack
  8. If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection
  9. If there is a fax machine plugged into a phone jack, make sure it is functioning properly
  10. Ensure that the telephone modem (MTA) has power
  11. Reset the MTA by unplugging it for 15 seconds, then plugging it back in.

If you are still experiencing problems contact us at 1-888-438-2427

Please insure you are dialing 011 + country code + telephone number.

If you are still experiencing difficulties with your International phone call contact us at 1-888-438-2427

  1. If you're dialing 250 from your home phone and it's not working, be sure you are pressing * before you dial.
  2. Make sure that you are dialing the international number correctly
  3. Please insure it has been 2 business days since you requested the WW250 Calling Plan to be added.
  4. Make sure you are dialing a country included in the WW250 plan.
  5. Make sure that you have not exhausted all of your WW250 minutes for the month

If you continue to have issues contact us at 1-888-438-2427

The telephone light on the MTA will blink when:

You are using the phone

The phone is off the hook

If the problem you are experiencing pertains to your personal information not showing up correctly when you call someone contact us at 1-888-438-2427

If the problem you are experiencing pertains to calls coming into your home:

  1. Log-in to your My Account at Charter.com/MyAccount and verify you subscribe to the caller ID service
  2. Check to make certain that your phone's battery is holding a charge
  3. Disconnect your telephone or Caller ID unit from electricity. If the unit also has a battery, remove it. Reconnect your telephone or Caller ID unit to electricity and replace the battery
  4. Reset your telephone modem (MTA) by unplugging it for 15 seconds then plugging it back in. Note: It may take up to 5 minutes for phone service to be restored