Feel free to look around, post a new question or comment on an existing question or post.

Use the Spectrum Community to:

• Ask questions about your Spectrum services or you can review answers from others
• Provide feedback and suggestions about your services or experiences
• Share best practices, helpful tips and experiences with other customers
• Ask for direct help from Spectrum employees - identified as "Verified Employee Moderators"

Please be aware:

• Our employee moderators are also members of the Spectrum Social care team and are here to help
• If you are reporting an issue, an employee moderator will reply, usually within 24 hours
• Other customers may also offer valuable advice or assistance 
• Posts may be moved or edited in accordance with the Community Guidelines
• Spectrum Community Moderators are unable to assist with adding or removing services - to add, remove, transfer or cancel service, please call us at 1-855-70-SPECTRUM (855-707-7328)

• To review or pay your bill or to be notified of possible service impacting issues, you can

  • Download the My Spectrum App for Android or iOS
  • Log in to your online Spectrum Account

Permission Errors:

• If you are seeing a permission error, then you are likely searching a link that has been removed, outdated or archived
• Please feel free to start a new post on the topic and we will give you an updated answer

Other Helpful links:

Welcome Message

Am I in an outage?

Community Instructions

How to Post a Question

Username Guidelines

To navigate back to the Community, you can select one of the search results or one of the links in the title bar. The Spectrum logo will take you back to the home page.

Our moderators have the tools and resources available to troubleshoot, escalate and resolve any customer issue.

In these situations, any logged in member can select the "Flag" icon (located in the lower left corner of the post, a screen shot example is included below) to report an issue. You will be given the option to "Report", which will launch pop up window with the original post. From there you will be asked to give a reason for flagging the post. In the “Reason” field, please detail the reason why you are flagging the post. Select the "Send Report" button and the moderator team will be alerted.

Thanks!

1. Discussions – Lists the most recent discussions with announcements at the top.
2. Categories – Lists the individual categories, you can also select Category tiles (10).
3. Notifications – Lets you know if there is new activity on a post you authored, commented, or bookmarked.
4. Profile – Links you to your profile and profile preferences.
5. Search – Allows you to search the Community. If you get too many results, there is a secondary level advanced search to fine tune your results.
6. Community Information – links to the topics in the Community Information category.
7. Quick Links – Other quick links to common areas. Note that Latest Topics is the same as Discussions (1). Community Home takes you to the landing page, you can also get to home by clicking on the “Welcome to the Spectrum Community” banner above the search bar. 
8. Popular Tag – Shows tags that have been included in discussions and provides links to the discussions that have been tagged for easy searching.
9. Latest Topics – Shows the two most recent topics or discussions posted, including recent answers or responses. “View All” is the same as “Discussions” (1) or “Latest Topics” in Quick Links (7).
10. Category Tiles - These are links directly to the categories listed. This is a more granular view of the Categories (2) also found in Quick Links (7).

Step by step:

• Start by selecting the “Ask a Question” button
• Select the category where you want the question to be place (ie. Connectivity for internet related questions)
•  Create a question title, please be as specific as possible. For example, “email” is not a helpful title, but “Unable to send email on iPhone” gives a better description.
• Include specific descriptions and information such as when the issue started, a description of troubleshooting or things you have already tried, and any other relevant information in the body of the question. 
• Add tags, if applicable.
• Select the “Ask Question” button to complete the post. You can also save the draft and finish later.
• 
  

Your question will be posted in the public community and will be added in chronological order, so it will be at the top until a newer question is posted.  

Members can only reply to private messages sent by a moderator. Members can not begin a private message conversation.

• The Community is intended to be peer to peer support. Provide information that will help your peers troubleshoot your issue, while maintaining your own privacy. Do not post private information and do not use your phone number as a username.
• We set up a new category called Community Follow-Up. There will be more information posted in that category soon. It is intended to be a "parking lot" for customers posts where we have reached out for more information.
• We will reach out to you if we need more information about your post or question. Please do not message moderators and admins directly. Each moderator is not in the Community every day. If you have a question, post a new question or discussion.
• Notifications from the community come from a mailbox called "Community Mailers" with the address no-reply-forums@charter.com. This mailbox is not monitored. Please do not reply to this mailbox. You will not get a response. If you have a question, post a new question or discussion.
• Please search before posting. Searching the topic will help to determine if the topic has been started or has been discussed previously.

I am going to keep this post open for comments in case there are questions or if we need to add more guidelines.

Thanks.

James

If you are new to the Spectrum Community, we are glad you are here! If you’ve visited us before, welcome back!  We have some exciting changes to talk about and we wanted to take a couple minutes to go over the highlights:

•  We had a vision for how we wanted the new community to look and feel. 
•  Our Community is now available to all Spectrum customers.
•  The goal was an inclusive community. We are happy to announce that the new community has been designed to be compatible with accessibility software used by individuals with disabilities. 
•  Content was imported over from our former site, and we did take this opportunity to archive older content and reorganize.  

 We have transferred your log in information and profiles, if you have registered previously. New members can register using your Spectrum credentials. Please visit the Community Guidelines before posting your first question.

Our Shared Strategy

The Spectrum Community is a public area for peer to peer support where customers and employees can exchange ideas, ask questions and create valuable, relevant content in order to support an enhanced customer experience and foster trust in the products and services we provide.

Some of the changes include:

• New look, feel and URL including an enhanced, user friendly navigation on desktop and mobile
• Category Icons and Quick Links on the home page for easier navigation
• Announcements and Messaging for important topics and communication

Some of the new features include:

• "Like" shows agreement with a post.
• We also added a “points” system. Posts that earn “points” through likes and other reactions are “promoted” or pushed to the top, so the most helpful posts are more visible. Earning points also helps users earn badges.
• We have improved Bookmarks and individual bookmark pages
• We added updated avatars
• “Accepted Answers” replaced “Solutions”
• “Ask a question” starts a new question - button is now located on the home page or within categories

We have a page set up for understanding how to register, post and navigate the site.

So take some time and take a look around. There is a lot to take in. We would also like you to share any feedback about the new site. We welcome positive comments as well as constructive criticism.

Thanks for participating!

The Spectrum Community Team

Usernames can be any combination of text or numbers, including first names or nicknames.  They can reflect an interest or hobby, or can be the same username you use in other Forums.   

Please be aware that usernames are public, so you should consider privacy concerns.  For that reason, please review these guidelines:  

• Please do not use your phone number as a username. Your phone number can be used with other identifying information to gain access to your account.  For your privacy, any identified user name that appears to be a phone number will be changed.
• Please do not use copyrighted names as usernames, this includes variations of the names TWC, Spectrum and Charter. User names not following this guideline, will be changed.
• Do not use direct references or variations of vulgar or offensive language in the username. The user name will be changed, and additional moderator action may be taken, including a permanent ban.

To maintain your privacy, please do not use your full name as a username, signature or within a thread when posting.

Thanks for participating!