Can't Make / Receive Calls

Can’t Receive Calls

1. Login and verify active service through your My Account
2. If your Charter phone was installed less than 72 hours ago AND you transferred your phone number from a previous carrier, you may experience problems receiving calls. It can take up to 72 hours for your previous phone provider to delete your information from their systems

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Can't Receive Calls

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Can't Receive Calls - All Calls

1. Make sure all of your phones are hung up
2. Make sure the ringer on your phone(s) is turned on.
3. Make sure your phone is plugged into an active jack.
4. Make sure that the following features are not active. Click here to learn more about how to deactivate phone features.
   • Call forwarding variable/selective
   • Call screening
   • Selective call acceptance
5. If there is a computer plugged into a phone jack, it should not be connected to the Internet using a dial-up connection.
6. If there is a fax machine plugged into a phone jack, make sure that the fax is functioning properly.
7. Try resetting your MTA: Using a pen, or other pointed, non-metallic object, depress the reset button until you see the lights go off on the front of the unit. (Alternately, you can unplug the MTA from electrical power. Once the lights go dark, wait 15 seconds then plug it back in)

Note: After resetting your MTA it can take 5 minutes or longer for dial tone to be restored. If your MTA also provides internet access you will not be able to connect to the internet while the MTA is resetting.

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Can't Make Outgoing Calls

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Can't Make Outgoing Calls - All Calls

1. Try resetting your equipment (e.g., cordless phone, answering machine, or fax) by disconnecting it from the phone jack and power source and then reconnecting it.
2. Try resetting your MTA: Using a pen, or other pointed, non-metallic object, depress the reset button until you see the lights go off on the front of the unit. (Alternately, you can unplug the MTA from electrical power. Once the lights go dark, wait 15 seconds then plug it back in)

Note: After resetting your MTA it can take 5 minutes or longer for dial tone to be restored. If your MTA also provides internet access you will not be able to connect to the internet while the MTA is resetting.

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Can’t Receive Calls

1. Check dialing pattern:

• Local numbers may require you to dial a phone number one of these ways
  • 7 digit number
  • Area code + 7 digit number
  • 1 + area code + 7 digit number
• Long distance calls are dialed with 1 + area code + 7 digit number
• International dialing call pattern is 011+ country code + number (Click here for a list of international country codes)

2. Try calling the number(s) from a non-Charter phone such as a cell phone. If you are not able to make the call using a non-Charter phone as well the issue most likely lies with the receiving end.

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We apologize if you couldn't find the user guide for your receiver. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the make and model number of your receiver.

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Thank you for troubleshooting with us, we're glad we could assist you with resolving your issue today. If you have further questions please chat now or contact us.

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