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Installation and Service Visit Expectations

The following will help you prepare for a Charter Communications Technician to visit your home for service(s) installation and service calls.

Install/Service Visit Confirmation

Day Before

  • You will receive a courtesy call the day before your scheduled service visit.
  • This is an automated call to confirm your appointment.  You will receive this call between 6-8PM your time.
  • One call attempt will be made. If the 1st call is unanswered and does not go to an answering machine or voicemail, one additional call will be attempted.
  • If the line is busy during the 1st attempt, one additional attempt will be made.
  • You will have the option to hear the automated call in English or in Spanish. To listen to the message in Spanish press 2 when prompted. 
  • If you confirm your appointment during this call we will not call you the day of the scheduled appointment to confirm again. 

Day Of

  • If we were not able to confirm your service visit with our night before automated call you will receive an automated call the day of your scheduled appointment 30-45 minutes prior to the scheduled appointment.
  • You will have the option to hear the automated call in English or in Spanish. To listen to the message in Spanish press 2 when prompted.
  • If you do not confirm your appointment with the 1st call we will attempt to confirm your appointment with a second call 10-15 minutes after the start of your scheduled appointment window.
  • If you do not confirm your appointment via the automated courtesy call with any of these attempts your service call may be cancelled and you will need to contact us to reschedule. 
  • You will receive an automated survey call approximately 10 minutes following the completion of an installation or service visit. You will be asked to rate your service experience on our short statements. If we do not receive an answer on the 1st call, you will receive a second call approximately 3 hours later. If we are unable to reach you at this you will receive an automated message with instructions on completing the survey at a later time.

Note: The term "scheduled appointment arrival window" refers to the time that a Charter technician will arrive at your home. Once a technician arrives, the length of the visit may extend beyond the arrival window timeframe. Installations typically take 1-3 hours to complete and Service calls typically take 1 hour to complete, AFTER the technician arrives.

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Expectations

Customer

  • Please insure someone over the age of 18, with a valid government issued photo ID, is home to provide our technician access to your property and must be present for the duration of the tech visit.
  • If this requirement is not met our tech will not be able to enter your home and you will need to contact us to reschedule your appointment.
  • A Collect on Delivery (COD) payment may be required at the time of installation. You can pay by check, money order, credit card or cash. For more detailed information regarding COD, please click here.
  • Our technician may need access to both the inside and outside of your home, please make sure all gates and fences are unlocked in order for the technician to have access as needed.
  •  Please secure all pets while our technician is at your location. 
  •  When the technician arrives, please verify with the technician, where the outlet is requested to be installed before installation begins.  Depending on the service the technician may need place the outlet in another area as needed for optimal results. 
  • All existing cable outlets that are to be used must be accessible there must be a cable and non-switched power outlet near each device (TV, phone, computer…) you want connected (especially for Internet).
  • Please be sure all personal property (such as a TV/entertainment system) is moved away from the work area where services will be installed for the technician to install an outlet. TVs and/or entertainment center must be at least 3-5 feet away from the wall, as our technicians are not permitted to move your furniture.
  • All TVs and computers you want connected must be in your home at the time of the installation. Any equipment not present that Charter Communications needs to make additional trips for could be subject to additional installation fees.  All equipment (i.e. wireless cards, modems) must be accessible.
  • If you have a High Speed Internet installation scheduled, please make sure that your computer meets the minimum system requirements.
  • The technician will verify that your computer meets Charters system requirements prior to installation. 
  • Please point out any personal property our technician needs to be aware of to prevent unnecessary damage such as underground electrical fence, underground sprinkler system, septic tank, trees/landscaping, and concrete/asphalt driveway (if cable needs to be buried underneath).
  • Upon completion of the Service Visit, we will make sure all services are working. You can expect to receive an automated survey call, as we would like to gauge your level of satisfaction with our service.

Renting/Leasing

Installation of Charter services can require some property modifications. If you are renting or leasing the property, make sure you check with your property owner and let them know you are having Charter services installed as you could be responsible for any property modifications made to install services. For customers who reside in an apartment or condo complex, you may need a Letter of Permission from the complex management office if you desire new outlets installed; please check with your management office prior to the installation date.

Note: Our technicians are assigned their daily work and allotted time for each job based on the requested work on the work order.  Our technicians may not be able to accommodate additional outlet requests or additional work requests made the day of your scheduled service visit.  If you have additional work requests you may need to contact us for another appointment.

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Phone Install Particulars

Phone Numbers

If you are bringing your phone number from another phone service provider this is referred to as “porting a number”:  Below is additional pertinent information regarding installing Charter Phone.

  • The number must be currently working in order for the phone number to be released to us. 
  • If you are bringing your number from another provider do not call to disconnect your phone service, our request to bring your number from your current provider will result in a disconnect from your current provider.
  • If you have a different long distance provider from you local service provider and you have chosen Charter for your long distance or you are subscribing to Charter’s unlimited long distance package you will need to disconnect your long distance service.
  • When we request your phone number from another provider we only bring over the phone number.  You will need to request calling features and advise a customer service agent of your preference of having your number listed in the directory and available  through directory assistance(411) or private (not listed in the directory or available through directory assistance (411).
  • If you are taking a new phone number from Charter (also known as a host number) and you have existing phone service you will need to contact your existing provider to discontinue service if you do not wish to have service with us and another provider.
  • Phone numbers are not guaranteed until Installation is complete

General Information

  • If you have a Home Security System, to ensure that the alarm is not triggered during the installation, please make the necessary arrangements with your alarm service provider to have it temporarily turned off.
  • If you do not have any telephone jacks, Charter will install one telephone jack at no additional cost.
  • If you would like more telephone jacks added, there will be a fee. Please call a Charter Customer Care Agent at 1-888-438-2427 to have additional telephone jacks added to your order prior to installation.
  • When subscribing to Charter Phone we guarantee that all telephone jacks that were working with your previous provider will be working when our technician leaves.
  • In the event of a power outage, customers will not have use of their Charter Telephone Service and will not have the ability to make or receive calls, including 911 calls, unless they choose to purchase the battery back-up option.  For additional information concerning a battery backup for your phone services, click here.

If you have additional questions please contact us for assistance.

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