Account & Billing

What do I need to know about my home visit?

To ensure that your home visit is a success, please make sure that you're ready to assist the technician by providing access to your home and any needed information.

  • Make sure the installation area is clear and that the technician can easily access the phone jack or cable outlet and the back of any equipment. (The technician is not able to move furniture.) In some cases, the technician will need access to outside cable equipment and cable lines.
  • For the safety and protection of any pets and the technicians, make sure that your pets are in a safe place, away from the entrance to your home and any area where the technician needs to work.
  • You or an adult you designate must be present for the entire visit. If the responsible adult is not named on your Spectrum account, he or she must have be able to provide a signed letter of consent from you stating permission to perform the work.
  • If the purpose of your visit is installation of new service or an upgrade, you or the adult you designate will need to show a valid photo ID such as a driver's license.

Reminder Calls

If you've scheduled a home visit, you'll receive reminder calls from Charter Communications (Spectrum).

  • You will receive a reminder call the night before your scheduled appointment, or the morning of your appointment. You will be able to cancel or reschedule if necessary.
  • You may receive another call when the technician is en route to your home.

To check your appointment time, see How can I view my scheduled appointments online?

If you cannot be home for your scheduled appointment, see How do I cancel or reschedule a home visit?

Article Number: 7627

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