General Ordering Questions

Q: Why do I need to give you information like address, zip code and telephone number?
A: Using your full mailing address and telephone number is the best way to determine if broadband service is available at your home.

Q: What is contract length?
A: There is no contract to sign with any Spectrum service. Promotional pricing is however only good for your first 12 months of service.

Q: Do you keep my information if I do not place an order?
A: No, your information is only used to determine if you can get broadband service at your home.

Q: What happens after I purchase services from this site?
A: You will receive an email confirming your order, including service plan details and steps to complete your installation.

Q: Do you guarantee the broadband service I order?
A: We evaluate our partners to make sure they provide the best experience; however, we do not guarantee their services. If you have any questions after placing your order, please contact Spectrum directly about service and installation.

Q: Can I cancel my order?
A: If you have already submitted an order, you will need contact Spectrum directly regarding any questions or concerns you have with your service at 800-668-1963.

Q: What is an installation fee?
A: There is a one-time standard installation charge by Spectrum to go to your home and install service. Spectrum’s installation fee is $34.99 for TV or TV bundled services and $49.99 for Internet only. If Wi Fi is added to the customers order, then an additional $9.99 activation fee is charged.

Q: What does term of service mean?
A: This identifies additional limitations and information about the service.

Q: What services can I self-install?
A: Spectrum allows self-installation for TV, Internet, and Voice only if the current address has had active service within the previous 2 years and outside connections (Tap) are still connected. Spectrum self-installations are free. The customer has the option of picking up the equipment at their nearest Spectrum Service Center or receive their equipment via free FedEx 2-Day Shipping.

Q: Can I get my money back if I am not satisfied with my services?
A: We are confident you will be completely satisfied with your Spectrum experience. If for any reason you are not satisfied with a Spectrum service within the first 30 days, we’ll give you your money back. Restrictions do apply.

Digital Television FAQ

Q: What is a Digital Receiver?
A: A Digital Receiver is a piece of equipment that converts digital programming to an analog format so it can be viewed on a TV set. Services included with a digital receiver include a Universal Remote, high-definition programming, DVR, etc.

Q: Can I get digital services on all TV's?
A: Digital receivers must be installed on all of your TVs. You can choose between a high definition (HD), and high definition digital video recorder (HD/DVR). Applicable charges may/will apply.

Q: Will Spectrum install extra outlets if I'm a renter?
A: Yes, but you will need to obtain written permission from your landlord authorizing Spectrum to install/move outlets at your direction. Additional charges may apply.

Q: Do I need to get a new TV to enjoy Spectrum TV® in Digital?
A: No. Our technician will install a digital receiver so you can view the digital services on your TV.

Q: What is HDTV?
A: High Definition Television (HDTV) is a type of Digital Television (DTV). DTV sets receive and display digital images. HDTV is digital television that combines extremely high resolution with Dolby Digital® 5.1 Channel surround sound. HDTV provides a crisp, sharper image due to the increased number of pixels the digital signal puts on screen; the higher the number of pixels, the sharper the picture - and HDTV has the highest resolution available. HDTV screens are wider than they are tall, providing a panoramic view, similar to a movie screen. This allows you to see movies as they were filmed without reformatting. There are also HDTV-capable sets that look like regular televisions, but provide HDTV formatting in a letterbox presentation (with black bars on the top and bottom of the TV image).

Q: What HDTV programming does Spectrum® offer?
A: Spectrum offers approximately 225+ HD channels in many areas we serve. Available channels may include the following:
Local affiliates ABC, CBS, NBC, FOX, PBS, CW
Independent, local HD broadcasters
Discovery HD
FOX Sports Net
Universal HD
Wealth TV
PPV events in HD
*Cinemax HD
*Showtime HD
HDNet & HDNet Movies
Note: Channel availability varies by location.
*You must be an a premium subscriber to each of these

Q: What do I need to get Spectrum HDTV?
A: You will need an HDTV set and a Spectrum HD-Capable digital receiver and decoder. You will also need component video (RGB) cables and audio cables to connect this equipment which are available in our Spectrum HDTV Activation kit.

Q: If I get Spectrum HDTV-capable receiver/decoder, can I watch HD programming on my regular TV?
A: No. You must have a High Definition television or HD-capable television.

Q: I already have an HD television. Do I still need Spectrum's HD-capable receiver/decoder?
A: Yes. You will need the Spectrum HDTV receiver that includes a decoder to receive the HD programming.

Q: What is Spectrum DVR?
A: Unlike a VCR, Spectrum DVR allows you to relax and enjoy more entertainment with features such as:
Seamlessly record your favorite movies, shows, and live sporting events at your convenience
Access your live, recorded and On Demand programs all in one place
Schedule a recording of a regularly occurring show so you don’t miss an episode just because you weren’t home or forgot to set the recorder
Continue watching live TV while recording up to 2 another program on a completely different channel!
Pause and rewind live TV
Record standard or high definition programming
Store up to 100 hours of recordings depending on DVR model and type of programming being recorded

Q: Will I need to purchase any special equipment to use the Spectrum DVR product?
A: No. Once you order a Spectrum DVR box and have it installed, you have everything you need.

Q: Can I watch one program and record another?
A: You can watch one program while recording another or you can record two programs simultaneously while watching a previously recorded program. This is because a Spectrum DVR contains two built-in tuners.

Internet Service Questions

Q: What is broadband?
A: The term 'broadband' refers to Internet access that is faster than 56K dialup. Broadband refers to any type of transmission technique that carries multiple voice, video or data channels simultaneously over a common wire. It is a large pipeline (much bigger than dial-up connection) that brings information to your home. In this instance, broadband refers to high-speed Internet access using this transmission technique.

Q: Is broadband Internet service the same as high-speed Internet service?
A: Broadband and high speed is interchangeable terms used to refer to the power of the Internet connection you are using.

Q: How does broadband work?
A: Broadband Internet connects your computer to the Internet via a high speed cable modem and a fiber-optic cable network. This can also bring you digital telephone and digital television services.

Q: Why should I get broadband service?
A: Broadband Internet allows you to receive more information quickly and do more on the Internet by giving you:
An always-on connection - no busy signals or dial-up frustrations
Blazing speed - up to ten times faster than DSL
The ability to surf the web without tying up your phone line
Multiple e-mail accounts
Fast video and music downloads - download up to 50 photos in less than 30 seconds

Q: What's the difference between upstream and downstream speeds?
A: Information passes between your computer and the Internet in two directions: upstream and downstream. Information that flows upstream is sent from your computer to the Internet, such as sending e-mail attachments or playing two-way games. Information that flows downstream is from the Internet to your computer, such as surfing the Web or downloading files. Please note that broadband service speeds are an estimate. The actual speed varies by provider and may vary.

Q: Can I use my current modem to receive high-speed Internet service?
A: Spectrum allows for the use of a customers own Wi Fi Enabled Modem and/or Wi Fi Router. Spectrum Internet Promotions include a free standard non-Wi FI, DOCSIS 3.0 modem. Customers may request a Wi Fi Router or Wi Fi Enabled Modem for an additional fee $5.00 per month.

Q: How many email accounts can I have?
A: This refers to the number of separate email accounts that are included with the service. You can have up to 10 email addresses.

Q: Whom do I call to follow up on my Internet service order?
A: You will be taken to a confirmation page at the completion of your order, which will provide you with contact information. Please print this page for your records and to get the contact information you need. If you no longer have your confirmation page, please call 800-668-1963.

Q: Where do I get customer support for my Internet service?
A: Please contact Spectrum directly at 833-780-1880 for information regarding customer support for your service.

Q: Whom do I pay for my Internet service?
A: You will be billed directly by Spectrum each month. If you already use Spectrum for telephone or cable TV services, your Internet service charge will be added onto the monthly bill you already receive.

Q: What does dynamic IP address mean?
A: A dynamic Internet protocol address is a temporary number assigned to your computer by your service provider. This number or "address" allows others on the Internet to communicate with your computer. A dynamic IP is typically assigned for a certain length of time after which the address is returned to a pool of IP addresses. The next time you log on or begin a new session, a new dynamic IP will be assigned.

Q: What are the system requirements for my computer to support Spectrum Internet?
A: These are the minimum capabilities your computer must have in order to support a particular broadband service. It will typically specify the operating system, memory, processor speed, open ports and/or drives required.

Voice Service Questions

Q: Can I keep my current phone number?
A: Yes, you will be able to keep your existing phone number and receive Spectrum Voice® service if you are switching your service within the same location. This means that you will continue to receive calls from your family and friends without having to notify them of a new telephone number. (We do need to verify portability with each phone number.) However, when you move to a new location, it's not always possible for keep the same number.

Q: What equipment is needed for Spectrum Voice® service?
A: In most areas, just one piece of equipment is used for Spectrum Voice service: a telephone modem, or Multimedia Terminal Adapter (MTA). An MTA is a box that connects the cable and the telephone line inside your home. The MTA may include a battery backup that keeps your service running if the power goes out. You will need to purchase a battery backup, as it is not included in the MTA installation.

Q: Will Spectrum Voice® customers need to purchase additional phones or equipment?
A: Customers with touch tone phones will not need to purchase new equipment. The customer's existing telephone wires and phones will work with Spectrum Voice® Service. There is some equipment that needs to be installed, but the customer is not responsible for purchasing or leasing the equipment. Spectrum Voice® service will not work with rotary phones.

Q: What is VoIP Technology?
A: Voice over IP (VoIP) is the technology that Spectrum Voice® uses to carry phone calls. VoIP provides voice telephony services using Internet Protocol (IP). This allows you to make telephone calls using Spectrum's broadband network. VoIP converts the voice signal from your telephone into digital packets that travel over the broadband network and then converts these packets back to a voice signal at the other end of the call. VoIP allows you to call anyone with a regular phone number and works the same way as traditional telephone service.
Spectrum Voice uses Internet protocol for transporting calls over our own private network, so your calls never touch the public Internet. Spectrum Voice can be installed via any in-home telephone jack, and the service does not require an Internet connection. This distinction is important because services offered by many VoIP providers do require high-speed Internet connections in the home. Moreover, most of these types of VoIP providers are able to provide only a "best effort" service-level agreement, whereas Spectrum gives customers a Quality of Service guarantee.

Q: What happens to my Spectrum Voice® service if the electricity goes out?
A: Spectrum Voice requires power to operate. As with your cordless telephones, Spectrum Voice equipment will not operate in the event of a power outage, and you will be unable to make or receive calls, including 911 calls, unless at the time of ordering service you chose to have a battery-slotted MTA (modem) installed and purchase a battery backup. The backup battery is designed to ensure the availability of calling, including 911 calling, for up to eight hours of standby time and approximately five hours of talk time, in the event of a power outage. Customers who did not choose the battery-slotted MTA at the time of ordering service can upgrade at any time by calling Spectrum at 833-780-1880.

Q: What happens to my Spectrum Voice® service if the cable goes out?
A: In the event of a power outage where ALL services are out, without the battery-back up the telephone service will not work. Contact Spectrum at 833-780-1880 to inquire about purchasing battery back-up for your phone modem.

Q: Is Spectrum Voice® service reliable?
A: Spectrum Voice® service is required to meet the same standards of service and reliability as any other telephone provider. These standards are outlined by the state Public Service Commission (PSC).
Public Service Commission - http://www.psc.mo.gov/
Wisconsin Public Service Commission - http://psc.wi.gov/
Massachusetts Department of Telecommunications and Energy - http://www.mass.gov/dte/index.htm

Q: How many different telephone lines can I have with Spectrum Phone® service?
A: The number of lines available in your area depends on the technology used in your area. Areas that use Voice Over IP (VoIP) support up to two telephones lines. Non-VoIP areas support a maximum of four telephone lines.

Q: Does Spectrum Voice® work the same way as traditional phone service?
A: Inside the customer's home, the only difference is that Spectrum Voice® does not work with rotary phones. Outside the customer's home we take advantage of state of the art broadband technology and, in most areas, VoIP (Voice over Internet Protocol) technology. This allows us to deliver crystal clear calls and advanced calling features. Just like traditional wire line services, Spectrum Voice works through regular telephone jacks and phones and provides access to 911 emergency services and directory listings.
The difference between Spectrum Voice and phone companies' traditional wire line service is that Spectrum uses a digital signal to transmit your call and that also provides advanced calling features.

Q: Can I watch cable and make or receive calls at the same time?
A: Spectrum TV, Spectrum Voice and Spectrum Internet can be used at the same time. While our services travel over the same network, none of our services are affected by simultaneous use.

Q: Are Spectrum Voice® calls routed across the Internet?
A: No. Spectrum keeps the calls on their private broadband network until our switch delivers the call on the PSTN (public switched telephone network). Calls are just as secure with Spectrum as with any other telephone provider.

Q: What if I am moving and don't know my telephone number?
A: Your telephone number is not required to check availability for cable Internet service; however, a contact number is needed when you place an order so Spectrum can follow up with you to schedule installation.
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