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Voicemail Help

The information on this page will assist you in setting up and using your voicemail from your phone. To see how to access your voicemail and manage your calling features online using Charter Phone Online Manager click here.

Setting Up Voicemail

Quick Reference Guide

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Voicemail Quick Start (first-time activation)

To set up your voicemail, you must be calling from your Charter home phone.

  1. Dial your 7 or 10-digit Charter Phone number.
    • Note: If you hear a busy signal after dialing your home number please chat or call us at 1-888-438-2427
  2. Voice instructions will guide you on how to create a new 4-digit PIN.
  3. Your default PIN is the last 4 digits of your phone number.
  4. You will then be prompted to record your name and personal greeting.
  5. You can activate up to four individual sub-mailboxes*.
  6. To Change the number of rings before voicemail answers you will need to contact us.

Note: PIN Skip will be automatically turned on at this point, allowing you access to your voicemail from your home phone without having to enter your PIN. Please refer to Login Options for instructions on how to turn off PIN Skip.

*This feature is only available if subscribed to Charter’s Voice Mail Deluxe feature.  

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How To Use Voicemail

Home voicemail answers your phone calls while you are away, on the Internet, sending a fax, or taking another call. You can retrieve your voice messages at anytime; from any touch-tone phone, whether from home or a remote location, without the need of additional equipment.

  1. Your voicemail will answer calls after 4 to 6 rings.
  2. You will hear an interrupted dial tone when there are new messages in your mailbox.
  3. Your mailbox can store up to 45 messages for a maximum of 31 days each.
  4. You can activate up to four individual sub-mailboxes.

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Forgot Voicemail Pin

Charter Internet and Phone subscribers can reset their voicemail PIN, as well as manage other phone features, using Charter Phone Online Manager. Click here for information on using Charter Phone online manager.

If you do not subscribe to Charter Internet and Charter Phone please contact us to have your voicemail PIN reset.

Note: Only authorized users can request to have a Voicemail PIN reset.

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Accessing Messages

Follow these instructions to access your mailbox after you have activated your voicemail system.

From Your Home Phone

There are 2 methods to access your Voicemail box

  1. Dial *99 (Star + 9 + 9). You will enter the Main Menu. (If PIN Skip is off, you must enter your PIN).
  2. Dial your 7 or 10-digit home telephone number. (If PIN Skip is off, you must enter your PIN).

You will enter the Main Menu.

From Another Phone:

  1. Dial your 7 or 10-digit home telephone number.
  2. Press *5 when you hear your voicemail greeting.
  3. Enter your 10-digit phone number followed by the # key.
  4. Enter your PIN followed by the # key.
  5. You will enter the Main Menu.

When you dial into your voicemail, you will reach the Main Menu and have the following options:

  1. Press 1 to review messages.
  2. Press 3 to work with your greetings.
  3. Press 4 to change your mailbox settings.
  4. Press 9 for interactive help.

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Reviewing Messages

From the Main Menu, press 1 to review your messages. These non-prompted options are available during message review:

Non-Prompted Options
Key Feature Description
1 Repeat Repeat current message in its entirety.
2 Respond Reply to a voicemail by placing an audio response directly into another Charter customers voicemail box.
3 Delete Erase current message and play the next message.
# Save Save current message and play the next message.
5 Envelope Information Repeat time and date message was received.
6 Skip Move to next message; current message remains new.
7 Rewind Rewind current message by four seconds.
8 Pause Pause current message for up to two minutes.
9 Fast Forward Fast-forward within current message by four seconds.
*7 Return Replay previous message.
*1 Return to main menu  

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Message Playback Settings

You have the option to change the way your messages are played back to you, including having your messages play automatically when you log in, or choosing urgent messages to play first.

  1. From the Main Menu, press 4 to change your mailbox settings.
  2. Press 5 to change message playback settings.

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Message Notification Settings

You have the option to change how and when you are notified of new messages in your inbox.

  1. From the Main Menu, press 4 to change your mailbox settings.
  2. Press 4 to change message indicator notification settings.

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Respond to Voicemail

You have the option to place an audio response directly into the voicemail box of another Charter customer provided they have Charter phone service and voicemail.

Responding to the Charter customer that left a message:

  1. After reviewing a message from your inbox press 2
  2. Press 2 again to respond to the party that left the message
  3. Record your message and press the # key
  4. Press 1 to send the message
  5. Press 1 again to confirm the delivery of the message

Responding to a separate Charter customer

  1. After reviewing a message from your inbox press 2
  2. Press 5 to place a message into another Charter customer’s voicemail box
  3. Enter the 10 digit number of the Charter customer you wish to leave a message
    for and press #
  4. Record your message and press the # key
  5. Press 1 to send the message
  6. Press 1 again to confirm the delivery of the message

Note: If you are repeatedly asked for the number to leave a message for the party either does not have Charter phone service or does not subscribe to Charters voicemail service.

Setting Up Your Personal Greetings

Charter Phone Voicemail offers you the flexibility of multiple types of greetings.

Default Greetings: When you first activate your voicemail, you will have the option to record your name and personal greetings. If you do not record or activate any greetings, your callers will hear your recorded name (or your phone number, if you have not recorded your name) with the default system greeting. However, at any time after you have set up your mailbox, you can opt to use the default system greeting.

Custom Greetings: From the Main Menu, press 3 to record/change your personal greetings.

Step 1: Select the greeting you want to record/change:

Greeting Options
Key Greeting Description
1 All-Calls Greeting Plays for all calls when no other greetings are recorded or active.
2 No-Answer Plays when you do not answer your phone. When activated, this greeting overrides the all-calls greeting.
3 Busy Greeting Plays when your phone line is busy.
5 Extended-Absence Greeting Activate this greeting when you will be away from home for longer periods of time. You can choose whether callers can leave messages when this greeting is activated. When active, it supersedes all other greetings. When you deactivate this greeting, you have to reactivate any custom greetings.
6 Record Name The system uses this greeting in any circumstance when the system plays your name, for example, for the default greeting, or when you leave a message in another subscriber's mailbox.

Step 2: After you record your greeting, you can select:

Greeting Options
Key Option
1 Listen to the greeting.
2 Activate or deactivate the greeting. (Deactivating your personal greeting will automatically activate the default system greeting.)
3 Rerecord the greeting.
6 Erase the greeting.
*2 Return to the previous menu.

Step 3: Repeat steps 1 and 2 to work with other greetings.

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Setting Up Mailbox Login

This section provides you information on how to customize your voicemail service.

Login Options:

To ensure privacy, you are required to change your 4-digit PIN when you first set up your mailbox. Your Default PIN when establishing your Voicemail is the last 4 digits of your phone number. Your PIN should be easy to remember but difficult for others to guess. Please write down your PIN and keep it in a safe place.

Change Your PIN:

  1. From the Main Menu, press 4 to change your mailbox settings.
  2. Press 3 for login options.
  3. Press 1 to change your PIN.

Automatic Login Options:

When activated, this convenient feature allows you to save time by accessing your home voicemail service from your own phone without having to enter your phone number or PIN every time.

Note: Automatic Login does not work when retrieving messages away from home, so we suggest that you write down your PIN and keep it in a safe place for reference.

At The Main Menu:

  1. Press 4 to change your mailbox settings.
  2. Press 3 for login options.
  3. Press 2 to turn Fast Login on or off. When on, this feature allows you to enter your mailbox without entering your 10-digit phone number when dialing directly from your home phone.
  4. Press 2 to turn PIN Skip on or off. When on, this feature allows you to enter your mailbox without entering your 4-digit PIN when dialing directly from your home phone.

Note: PIN Skip will work only when Fast Login is also turned on.

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Group Mailboxes

This valuable feature allows family members or roommates to receive messages in separate, private mailboxes and create individual greetings for each mailbox.

To Activate Group Mailboxes:

You must contact Charter Customer Care to activate this feature.

Note: When you call to have this feature activated, your current voicemail box will be entirely reset. Please take note of this, as any messages in your current mailbox will be deleted and all mailbox greetings and personal options will be reset.

To Activate Group Mailboxes:

Dial your 7 or 10-digit home phone number.

You will be prompted to select the mailbox that you want to set up.

  1. Press 0 for Common Mailbox
  2. Press 1 for Mailbox 1
  3. Press 2 for Mailbox 2
  4. Press 3 for Mailbox 3
  5. Press 4 for Mailbox 4

Voice instructions will guide you to create a new 4-digit PIN for that mailbox and record greetings.

Turning Group Mailbox On/Off:

Once the Group Mailbox feature has been activated by Charter Customer Care, you will be able to turn your sub-mailboxes on or off directly from the Main Menu at any time.

  1. Press 6 from the Main Menu to select the Incoming Calls function.
  2. Press 2 to work with your Group Mailbox.
  3. Press 1 to turn the Group Mailbox on or off.

Note: Only the Common Mailbox will have the ability to turn Group Mailbox on or off. If the Group Mailbox feature is off, the sub-mailboxes can no longer be accessed.  

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