Phone Troubleshooting

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:

  1. 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.
  2. 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.
  3. 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.

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."

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."

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."

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:

  1. 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.
  2. 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."
  3. 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 Phone™ 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 you are having trouble receiving inbound calls, please check the following:

  1. Make sure the ringer on your phone(s) is turned on.
  2. Make sure your phone is plugged into an active jack.
  3. 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:

  1. Make sure all of your phones are hung up.
  2. If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection.
  3. If there is a fax machine plugged into a phone jack, make sure that the fax is functioning properly.
  4. 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).

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.

Complaints can be filed with the agency in your state that regulates telecommunications service providers. Please contact your state agency, which can be found in the table below, or refer to the National Association of Regulatory Utility Commissioners to find contact information for your state's regulator and instructions for how to file a complaint.

What should I do first when I have problems making or receiving calls?

  1. Make sure all of your phones are properly hung up.
  2. 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.
  3. Do a visual inspection of all exposed wiring and connections for damage or loose connections.
  4. 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.
  5. 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.

For help with troubleshooting and information on repairs, you may dial 611 from your home phone, or contact us at 1-888-438-2427. Select option 2 for Charter Phone™ service. Then enter your 10-digit phone number and select option 3, "Problem with your telephone service."

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.