Charter Phone® FAQ
- Can I keep my current phone number?
- What equipment is needed for Charter Phone® service?
- Will Charter Phone® customers need to purchase additional phones or equipment?
- What is VoIP Technology?
- What happens to my Charter Phone® service if the electricity goes out?
- What happens to my Charter Phone® service if the cable goes out?
- Is there a service contract requirement for Charter Phone®?
- Is Charter Phone® service reliable?
- How many different telephone lines can I have with Charter Phone® service?
- Does Charter Phone® work the same way as traditional phone service?
- Are Charter Phone® calls routed across the Internet?
- What if I am moving and don't know my telephone 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.
A: In most areas, just one piece of equipment is used for Charter Phone service: a telephone modem, or Multimedia Terminal Adapter (MTA). An MTA is a box that connects the cable and the telephone line inside your home. The MTA may include a battery backup that keeps your service running if the power goes out. You will need to purchase a battery backup, as it is not included in the MTA installation.
A: Customers with touch tone phones will not need to purchase new equipment. The customer's existing telephone wires and phones will work with Charter Phone® Service. There is some equipment that needs to be installed, but the customer is not responsible for purchasing or leasing the equipment. Charter Phone® service will not work with rotary phones.
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.
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.
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.
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
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.
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.
A: Charter TV, Charter Phone and Charter Internet can be used at the same time. While our services travel over the same network, none of our services are affected by simultaneous use.
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.
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.