Customer Self Install Reference

We offer our customers the option to self install some of our TV digital equipment and certain Internet equipment. Listed below is information on what can be self installed for TV and Internet as well as important information regarding self installation. We have also provided helpful links for assistance in self installation.

Note: Charter Phone service is not available for self installation.

TV in Digital

Equipment Available for Self Install for TV

Equipment eligible for Self-Installation:

• Standard Digital Receiver(s) - aka DCT
• High Definition (HD) Receiver(s) - aka HDR
• Standard Digital Video Recorder(s) - aka DVR non MOXI brand
• High Definition Digital Video Recorder(s) - aka HD DVR non MOXI Brand or Multi-Room DVR's
• Tuning Adapters (where required)
• Digital Kit includes:
• RCA/Composite cables
• A spare coaxial cable
• The Self-Install Guide
• 1 Standard Digital Receiver
• 1 Power Cord for the Digital Receiver
• 1 Charter TV Start Kit, which contains the following:
  • 1 6' Coax Cable
  • 1 6' Composite Cable (red, white, and yellow connectors) for video and audio
  • 1 Charter Digital Quick Start Install Guide
  • 1 Remote Control
  • 1 Remote Control Programming Instructions
  • 2 AA Batteries

HD Kit includes:

• An HDMI cable
• A spare coaxial cable
• The Self-Install Guide
• 1 Remote Control
• 1 Remote Control Programming Instructions
• 2 AA Batteries

Note: Please be aware that there may be additional items needed depending on your personal equipment's inputs/outputs.
For example: Ethernet cables, HDMI cables, s-video cables, fiber optic cable, digital audio coax cable, speaker wire, surge protector

Obtaining a Self Install Kit

Currently, there are two methods of receiving equipment for Self-Installation:

1. You may pick up equipment at one of our Charter Stores for no charge. Click here to find the closest Charter Store:
2. Technician drop-off with a charge – to schedule a technician to drop off equipment you will need to chat online or call us at 1-888-483-2427.  A Charter Customer Service representative will inform you of the associated charge.

 Note: We will not leave equipment unless it is signed for and will only be left with  individuals 18 years of age or older.

Charter TV in Digital Self Install Requirements

In order to self Install TV in Digital you must meet all of the following criteria:

1. Digital, High Definition (HD) and/or Digital Video Recorder (DVR) Service and equipment must be available in your area.  If you are unsure if the service is available in your area you check online at Charter.com and log as current customer and click "Find deals".  You can also chat online or call us at 1-888-483-2427 to confirm equipment availability.

1. If you are requesting a high definition (HD) receiver you must have a HD television set
2. If you are requesting a digital video recorder (DVR) The DVR cannot be the MOXI Brand DVR. 
3. You must currently subscribe to at least Expanded Basic TV service.
   • Basic Cable alone does not qualify for Self-Installation of Digital, HD or DVR services and a professional installation must be scheduled.
4. There is an active cable outlet within 6 feet of connection to the Digital, HD or DVR Receiver.
5. You  feel comfortable enough to attempt the Self-Install process; i.e. connecting cables to the Digital Receiver, DVD, VCR, other entertainment system, programming a universal remote, etc.
6. You understand the Self-Install terms:
   • If you request to pick up a self install kit from a Charter Store, your order remains open for 7 business days. If you do not pick-up the receiver and kit within that time, the order is cancelled.
   • A Failed Self-Install, for anything other than Charter equipment failure, results in scheduling and charging for a professional installation.

Failed Self Install

A customer may request the services of a Technician if you fail to complete a Self-Installation.

You will incur a service charge at the professional installation rate if the Technician determines the failure is directly related to:

• Your owned equipment (Ex.: TV, entertainment system, etc.).
• Your inability or unwillingness to complete the Self-Installation process.
• Mistakes you made during the Self-Installation.

If the Technician determines the failure is directly related to Charter provided equipment or Charter's wiring infrastructure, no installation or service charges are applied for the ensuing installation.

CableCARD

Equipment Available For Self Install

• CableCARD Kit includes:
• CableCARD
• The Self-Install Guide
• Tuning Adaptor (Optional based on Switched Digital Video (SDV) areas)
• USB Jumper Cable (Included only with tuning adaptor)
• Power Adaptor (Included only with tuning adaptor)

Obtaining a Self Install Kit

The latest generation of CableCARD is called the M-stream CableCARD.  The M stands for multi-stream. As the name implies, one card can handle multiple streams (up to 5); which means only one card needs to be inserted into Digital Cable Ready TVs or DVRs that have single or multiple tuners.

Currently, there are two options for receiving an CableCARD Self Install Kit.

• Home Delivery Kit – Shipped directly to you by chatting online or calling a Charter Customer Service representative at 1-888-438-2427; kit generally arrives in three days or less
• You can visit one of our Charter Stores and pick-up a self install kit.  Click here to find the closest Charter Store.
  • Note:  If you request to pick-up a self install kit by online chat or phone, the representative will place an open work order for you.  Your order remains open for 7 business days. If you do not pick-up the self install kit within that time, the order is cancelled. Only the account holder and authorized users may pick up equipment at a Charter Store for self install.

Requirements

In order to self Install  a CableCARD you must meet all of the following criteria:

1. Digital, High Definition (HD) and/or Digital Video Recorder (DVR) Service and CableCARDS equipment must be available in your area. If you are unsure if the service is available in your area you check online at Charter.com and log into current customer and search offers. 

1. CableCARDs require a CableCARD-ready television set, TiVo set-top receiver, or other retail purchased personal video recorder (PVR) capable of accepting a CableCARD.
2. You must currently subscribe to at least Expanded Basic TV service.
   • Basic Cable alone does not qualify for Self-Installation of Digital, HD, DVR or CableCARD services and a professional installation must be scheduled.
3. You  feel comfortable enough to attempt the Self-Install process; i.e. connecting cables to the Digital Receiver, DVD, VCR, CaleCARD and other entertainment system, programming a universal remote, etc.
4. You understand the Self-Install terms:
   • If you request to pick up a self install kit from a Charter Store, your order remains open for 7 business days. If you do not pick-up the CableCARD and kit within that time, the order is cancelled.
5. A Failed Self-Install, for anything other than Charter equipment failure, results in scheduling and charging for a professional installation.

Failed Self Install

You may request the services of a Technician if you fail to complete a Self-Installation.

You will incur a service charge at the professional installation rate if the Technician determines the failure is directly related to:

• Your owned equipment (Ex.: TV, entertainment system, etc.).
• Your inability or unwillingness to complete the Self-Installation process.
• Mistakes you made during the Self-Installation.

If the Technician determines the failure is directly related to Charter provided equipment or Charter's wiring infrastructure, no installation or service charges are applied for the ensuing installation.

Internet

Self-Install Equipment Available

Home Delivery / Charter Store Kits Include

• Personalized Welcome Letter
• DOCSIS 3.0 modem
• Power Cord
• RG6 Coax Cable (18 inches and 18 feet)
• Splitter
• Ethernet Cable
• Welcome and Install Information Packet
• Internet Easy Self-Install Kit containing:
  • Easy Install Guide for New Installs
  • Welcome Book (TV/Internet)
  • Service Details, Policies and Customer Agreements

NOTE: Installation instructions can be found in the Easy Install Guide and inside the kit box lid

Home Delivery / Charter Store Internet Modem Swap Kits Include:

• Personalized Welcome Letter
• DOCSIS 3.0 modem
• Power Cord
• Ethernet Cable
• Easy Install Guide for Modem Swaps

Internet Self Install Requirements

1. Internet Service and equipment must be available in your area. If you are unsure if service is available in your area you can check online at Charter.com.

1. You must have an internet compatible Computer Your Computer must be present during the Self Installation in order to properly complete the installation.
2. You must currently subscribe to at least Expanded Basic TV service with Charter.
   • Basic TV service does not qualify for Self Installation of Charter Internet Services.
3. You must understand and agree to the Self-Install terms.
   • A Failed Self Install for anything other than Charter equipment failure will require a professional installation that will result in a service charge.
4. You have an active cable outlet within 6 feet of the modem.
5. You feel comfortable enough to attempt the Self Install process which will include connecting cables to the modem and computer, using a web browser, etc.

For answers to frequently asked questions about Charter Internet service click here.

Note: The Self-Installation process is not intended to fix issues with existing connectivity issues.  If you are an existing internet service subscriber and experiencing issues please click here or contact us at 1-888-438-2427.

Obtaining a Self Install Kit

Currently, there are two options for receiving an Internet Self Install Kit.

• Home Delivery Kit – Shipped directly to you by chatting online or calling a Charter Customer Service representative at 1-888-438-2427; kit generally arrives in three days or less
• You can visit one of our Charter Stores and pick-up a self install kit.  Click here to find the closest Charter Store.
  • Note:  If you request to pick-up a self install kit by online chat or phone, the representative will place an open work order for you.  Your order remains open for 7 business days. If you do not pick-up the self install kit within that time, the order is cancelled. Only the account holder and authorized users may pick up equipment at a Charter Store for self install.

Failed Self Install

You may request the services of a Technician if you fail to complete a Self-Installation.

You will incur a service charge at the professional installation rate if the Technician determines the failure is directly related to:

• Your owned equipment (Ex.: TV, entertainment system, etc.).
• Your inability or unwillingness to complete the Self-Installation process.
• Mistakes you made during the Self-Installation.

If the Technician determines the failure is directly related to Charter provided equipment or Charter's wiring infrastructure, no installation or service charges are applied for the ensuing installation.