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Charter Phone Online Manager

Phone Online Manager allows you to check your voicemails and manage your phone features online from your Charter.net email.

To learn more choose a topic from the list below:

General Information

Benefits

Features

Benefits

Voicemail

View, listen, and delete voicemails online.

Calling Features

View a short description about each Phone feature.

Easily turn on or off a Phone feature with a couple of clicks of your mouse.

Call Logs

View a list of your 100 most recently dialed telephone numbers.

Add a telephone number to your contacts or features list.

Access Requirements

In order to have access to Phone Online Manager you must have:

  • Active Charter Phone service
  • Active Charter Internet service
  • An active Charter.net email address

Your email address must be the Head of Household/Parent Email address holder OR your email address was given permission by the Head of Household/Parent Email address to have access to Phone Online Manager. Click here to learn more about Head of Household/Parent Email addresses.

Permission can be granted by the Head of Household at www.charter.net/phonesettings.

Note: Your Charter internet and charter phone service must be billed on the same billing statement for you to access  phone online manager. If your services are currently billed on separate statements and wish to have access to this service please contact us to combine your billing statements.

Log In

Go to charter.net and click on the email envelope in the upper right hand side of the page.

logging in

Once you log into your Charter.net email account you will see the following new tab displayed

charter email account

Access

Phone Online Manager is only available through your Charter.net email address at this time.

If you do not have a Charter.net email address or do not remember your charter.net email information you can create an email address or retrieve your charter.net email address and passwords through your My Account. If you do not have a My Account follow the "Welcome to My Account" link from the Quick links above for information on setting up a My Account.

If you already have a My Account and would like additional information on obtaining your charter. net email address or need to obtain or reset an email password follow the Quick link above titled Online Tools.

Granting/Changing Access

Only the Head of Household /Parent email address can change permission for a Child email address.
To add or remove child email addresses from accessing Charter Phone Online Manager:

  1. Log into your Charter.net Email
  2. Visit http://www.charter.net/phonesettings

features authorization

  1. Click in the box next to the Email address you want to allow or deny access to Phone Online Manager. The Checkmark indicates the address has permission to access.
  2. Click Save

your selection has been saved

 

Functionality

Summary Page

Once you click the phone manager tab you will be placed on the Summary page.

The Summary page provides:

  • A snapshot of your telephone activity
  • Voicemails
  • Rrecently dialed telephone numbers
  • Phone features status.

If you do not subscribe to Voicemail or a particular calling feature you can click on an "upgrade" link to subscribe to the service or feature.

Voicemail Section

  • Will display up to 15 unheard voice mails. Once you listen or mark a voicemail as heard it will no longer display on the summary page.
  • Left click anywhere on the phone number or date and time of voicemail will take you to the Voicemail page where you can listen to the voice mail, delete the voicemail and much more.

You can also get to the Voicemail page by clicking the green phone and envelope icon on the upper left or by clicking the Voicemail tab across the top.

access voicemail

Features Section

  • Provides snapshot of which features are currently turned off or on.
  • If a feature is displayed with "upgrade" next to it, this indicates you do not currently subscribe to this feature.
  • You have the option to upgrade your phone package by clicking on upgrade.

To navigate to the feature tab where you can get additional information about the feature and the ability to turn them on and off:

  • Click on the individual feature
  • Click inside the circle next to "On"
  • Click the Features tab across the top bar

features

Call Logs

  • Displays the last 100 recently dialed calls including the date and time
  • Telephone numbers that you save to your contact list will display the contact name

To view more information and additional outbound call logs you can:

  • Click the Call Logs tab across the top
  • Click on the green icon next to call logs
  • Click on call logs next to the green icon or
  • Click on one the recently dialed numbers

summary - call log

Voicemail Page

The Voicemail section shows:

  • Caller name or number
  • Date
  • Time
  • Length of voicemail

You can play or download the message and manage your voicemail by marking the message "heard", "unheard" or clicking the check box to delete the voicemail. Once you delete a voicemail you cannot retrieve it. It will be deleted from your voicemail box completely, regardless if you are deleting it on line or over the phone.

When you access the voicemail page your 15 most recent voicemails will display. Voicemails that are bolded have not been listened to. Voicemail that have been listened to will not be bolded.

voicemail page

From the Voicemail page you can do more than just listen to or download the phone numbers associated with the voicemail. By right clicking anywhere on the line associated a phone number you can:

  • Add to your call screening list
  • Add to your selective call forwarding list
  • Add to your selective call acceptance list
  • Add to your custom ring list
  • Add to your speed dial list
    • Note: In order to add a number to a list from the Voicemail page the feature must 1st be turned on. If the feature is not turned on the option to add from this page will be inactive.
  • Add to your contacts
    • Note: Choosing to add a phone number to your contact opens up your email contact window and auto populates the phone number in the home phone number field. You will need to fill additional information on your contact list. Once you add a number to your contacts the next time this number leaves a voicemail the name associated with the number will display.
  • Mark as heard
  • Mark as unheard
  • Forward to email- you can forward a voicemail message to an email address. 
    • Note: When you choose to forward a voicemail this service is connected to your Charter. net email contact list. As you start to type an email address it will bring forward a list of potential email address from your contacts for you to choose from.
  • Delete voicemail
    • Note: when you opt to delete a voicemail you will receive a message to confirm you wish to delete. Click YES to continue and delete the voicemail, choose NO to return to the voicemail page and keep the voicemail.

right-click

confirm delete

Call Logs Page

The Call Logs lists your most recent 100 outgoing calls by:

  1. Phone number
  2. Date
  3. Ttime
  4. Length of call

You can add a number found in your call logs to a feature list (i.e. Call Screening, Selective Call Forwarding, Selective Call Acceptance, Custom Ring, Speed Dial or Address Book) by right clicking on the Phone number.

call logs

When you right click on a phone number you will have the options to:

  • Add to your call screening list
  • Add to your selective call forwarding list
  • Add to your selective call acceptance list
  • Add to your custom ring list
  • Add to your speed dial list
    • Note: In order to add a number to a list from the call log page the feature must 1st be turned on. If the feature is not turned on the option to add from this page will be inactive.
  • Add to your contacts
    • Note: Choosing to add a phone number to your contact opens up your email contact window and auto populates the phone number in the home phone number field. You will need to fill additional information on your contact list. Once you add a number to your contacts the next time this number leaves a voicemail the name associated with the number will display.

right-click

The call log page also provides you the ability to search for an outbound call record. You can search by name or number.
You can also export your call logs to a csv file and save to your desktop or another location on your computer.

To turn on a feature:

Click the circle next to "OFF"

To turn off a feature:

Click the circle next to"ON"

You can pick and choose which features you want to turn on. To use a feature follow the instructions and click save.

Features Page

The Features tab contains a short explanation of each calling feature. You can manage call features by turning them "On" or "Off". You can choose a voice mail greeting, or reset their PIN number from the features tab as well.

Call Screening

To turn call screening on, click the circle next to "OFF" . It will remain on until you revisit  Phone Online Manager and turn it back off. To turn it off, click the circle next to "ON".

Click Save.

call screening off

You can add a number or numbers to your call screening list by clicking on “Add to List” and manually entering a number OR Clicking “Add from Contacts”

call screening on

call screening

If you are adding a number to your call screening list from your email contacts and have made recent changes to your contact list-click “refresh contacts” before using searching your contact list.

Note: Make sure you click the blue “Save” button to submit  your changes.

Call Waiting

To turn call waiting off:

  1. Click the circle next to"OFF".
  2. Click Save.

It will remain off until you revisit Phone Online Manager and turn it back on. This works differently than turning it off on a call by call basis from your telephone.

call waiting

Selective Call Acceptance

With selective call acceptance you can add a number from your contacts or manually enter a number by left clicking on the "Add to List", it will open the number fields, type your number and click save.

selective call acceptance - off

selective call acceptance - on

If you are adding a number to your selective call acceptance list from your email contacts and have made recent changes to your contact list-click “refresh contacts” before using searching your contact list.

Note: Make sure you click the blue “Save” button to submit your changes.

Custom Ring

To turn custom ring on, click the circle next to "OFF". It will remain on until you revisit Phone Online Manager and turn it back off.

With custom ring you can:

  • Add a number from your contacts
  • Or manually enter a number by left clicking on the "Add to List", it will open the number fields, type your number and click save.

custom ring

Anonymous Call Rejection

To turn Anonymous call rejection on and off, click the circle next to "OFF" or "ON" then click Save. It will remain on or off until you revisit Phone Online Manager and turn it back off.

With anonymous call rejection you can:

  • Add a number from your contacts
  • Or manually enter a number by left clicking on the "Add to List", it will open the number fields, type your number and click save.

anaonymous call rejection

Call Forwarding

selective call acceptance

If you want to forward all calls made to your Home Phone number to another number:

  1. Open Phone Manager
  2. Navigate to Call Forwarding tab
  3. Select “Forward All Calls”
  4. Input Phone Number to which all calls will be forwarded
  5. Turn Call Forwarding On and Save

If you want to forward only calls from certain numbers (up to 12) to another number:

  1. Open Phone Manager
  2. Navigate to Call Forwarding tab
  3. Select “Forward Selected Callers”
  4. Input Phone Number to which calls from selected callers will be forwarded
  5. Input Selected Phone Numbers which will be forwarded
  6. Turn Call Forwarding On and Save

Note: If the number you are call forwarding your calls to normally requires you dial a "1" you will need to check the box next to "Dial 1+"

If you are forwarding your calls using a 1+ and you would normally incur long distance charges you will incur long distance charges for each call that is forward to the 1+ number.

Speed Dial 8

speed dial 8

Speed Dial 8 is always on. You can assign one digit dialing to any phone number. To add a assign a speed dial number to a phone number you can:

Add from you contacts by clicking the "Add from Contacts" button and clicking "Add to List"

Note: In order to add from you contacts there must be a phone number associated with your contact. This can either be a home number or cell number. If multiple phone numbers are associated to a contact you will be prompted to select the number you want to add

Manually add a contact phone number by left clicking on the "add to list" and typing in a phone number.

To delete a contact, left click on the red x next to the number. Choosing clear all removes all numbers from you list.

NOTE: This applies to call screening, selective call acceptance, customer ring, call forwarding and speed dial.

Voicemail Greetings

voicemail greetings

Voicemail Greetings allows you to turn on different messages once you have recorded them from you telephone. You cannot record the difference messages from Phone Online manager however you can choose which messages you want your callers to hear. Your default voicemail message will be used unless have recorded and choose to use:

  • Extended Absence
  • Busy
  • No Answer

Voicemail PIN

You may reset your voicemail PIN online.

voicemail pin

Once you reset your pin online and provided a new PIN number you will be prompted to reset it by telephone as well with the new PIN number.

voicemail pin

Troubleshooting

Can't Log In

Due to the information and account management functionality that is available to you with Phone Online Manager Head of Household/parent email addresses may be required to update your email password and the email passwords of additional/child email addresses to meet our password security requirements. If you need to update your password(s) you will see the following screens of information and will be asked to make the necessary changes. Once all your email address passwords are secure head of household/parent will be prompted to select which child email address(s) can have access to Phone Online Manager.

If you receive this message you will need to update your password. In order to complete the update process you will need your four digit security code.

online phone features

Once you are prepared to make the changes and choose "Next" you will receive this screen.

update other email addresses

Complete the fields and click "Next" you will then begin the process of updating passwords for child email addresses if required.

Helpful tips for creating a password:

  • Make your password between 8-20 characters in length.
  • Your password MUST include at least 1 UPPERCASE alphabetic character, 1 lowercase alphabetic character, and 1 numeric character.
  • Your password cannot match any of your previous 3 passwords.
Use a password that is easy for you to remember but difficult for others to guess.

update child email address

Once all email passwords are secure click "Next" you will then be presented the screen to choose who has access to Phone Online Manager.

online phone features

Once you have made your selection on which addresses will have access to Phone Online Manager Click "Next" and you will receive confirmation you have completed this process with the following screen.

congratulations

Error Messaging

If you receive this error message when clicking on the Phone Manager tab:

error messaging

This indicates you do not have active Charter Phone Service or your Charter Phone Service Telephone number is not being recognized by this service. Please contact us for information on subscribing to Charter Phone service or assistance with resolving the issue of your phone number not being recognized by this service.

NOTE: Charter Phone service is not available in all areas.

Note: Your Charter internet and charter phone service must be billed on the same billing statement for you to access phone online manager. If your services are currently billed on separate statements and wish to have access to this service please contact us to combine your billing statements.

online phone features management

This indicates that your email address is a child email address and not the primary of Head of Household/parent email address and the primary/Head of Household/primary email address will need to grant you permission to use Phone Online Manager.

Can't Play Voicemails

If you are unable to play Voicemails in Phone Manager, then check the Pop-up blocker in your browser. It should be disabled.

Can't Access Phone Online Manager

Check the following:

  1. Is your Charter Internet and Charter Phone service active
  2. Are you logged into your charter.net email account
  3. Are you the Head of Household/parent email address or has the Head of Household/parent email address given you permission to access Phone Online Manager
  4. Is this your 1st time accessing Phone Online Manager? If so have you updated your password(s)*
  5. If you are still unable to access Phone Online Manager please contact us

* Note: A limited number of Charter Phone customers in the zip codes listed below receive their Phone service from a traditional, switched phone network rather than a VoIP (Voice over Internet Protocol) network. Customers served by the traditional phone network are not able to access and use Charter Online Phone Manager. If you live in one of the following zip codes and have Charter Phone, this may be why you are getting an error message: 63301, 63303, 63366, 63376, 63304, 63367, 63368 or 63385. We apologize for this inconvenience.

Can't Turn on Call Screening

  1. Verify you currently subscribe to call screening with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can't Turn on Call Waiting

  1. Verify you currently subscribe to call waiting with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can't Turn Special Call Acceptance

  1. Verify you currently subscribe to special call acceptance with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can't Turn on Custom Ring

  1. Verify you currently subscribe to Custom Ring with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can't Turn on Anonymous Call Rejection

  1. Verify you currently subscribe to Anonymous Call Rejection with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can't Turn on Call Forwarding

  1. Verify you currently subscribe to Call Forwarding with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can’t Forward Calls

If you are unable to forward your calls, please check to make sure that you are not calling your home phone number from the number to which your calls are being forwarded.

If the number you are forwarding calls to normally requires you to dial a 1 first, be sure to check the dial 1 box.

Can't Turn On Speed Call 8

  1. Verify you currently subscribe to Speed Call 8 with your Charter Phone Service. Only the calling features you subscribe to with your phone service will be available through Phone Online Manager.
  2. If you do not currently subscribe to the service and would like to add it to your account, click on the upgrade link to upgrade to a Phone package which includes this feature.
  3. If you do subscribe and you cannot turn the service on please contact us

Can't Record Voicemail Greetings

You cannot add, change or delete voicemail greetings through Phone Online Manager. You can only listen to the already recorded greeting and either enable or disable the existing greeting. If you wish to make changes to your voice mail greeting you may do so using your telephone. For more information on changing your voice mail greeting click here.

Can’t Email Voicemail

Voicemails 5 minutes or longer cannot be emailed using Charter. net email.

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