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Charter has randomly generated a Security Code for your account. This Security Code will allow you to perform the following:
- Create a new “My Account” (located at www.charter.com/myaccount).
- Add a PIN to control ordering of Pay-Per-View and Charter OnDemand™ Services (enables users to control who can order movies and events).
- Add or change authorized users on your account.
The Security Code is assigned to you throughout your time as a Charter customer. Please keep this Security Code in a safe place for future reference. You may need to provide your Security Code to Charter Customer Care Agents depending on the changes you want make from the list above.
Charter is committed to protecting Customer Proprietary Network Information (“CPNI”) in accordance with regulatory and statutory requirements, as well as in its customers’ best interests.
What is a Security Code
The Security Code is a randomly generated number provided by Charter to all customers as a way to authenticate each customer when you create or change a “PIN”. This code will remain the same as long as you remain at the same service address.
Note: In order to protect your information, Charter Customer Care will not provide your Security Code over the phone or via chat or email, or by facsimile. You may request Your Security Code to be mailed to your billing address by chatting now or contact us at 1-888-438-2427.
Where do I find my Security Code?
Any bill dated after 11/27/07 will contain the Security Code in the upper right corner of your statement.
Please
Chat Live Now or call Customer Care at 1-888-438-2427 if you know your PIN or if you would like this Security Code information sent to you via the mail.
If you are an existing customer you may also go to your local office to obtain this information.
Click here to locate the office nearest you.
If you are a new customer, it may take up to 3 days before the Security Code may be available.
What if I have not received my first bill and I want to make changes to my account by calling Customer Care?
If you have not received your first bill, our Customer Care team may have assisted you with creating a PIN when you placed an order. If you do not have your PIN, here are your options:
- Chat Live or contact us at 1-888-438-2427 to request that your security code be mailed to you.
- Stop by a local office and provide a valid government-issued photo ID (i.e. drivers license, passport or military ID) to make your changes. Click Here for the office nearest you.
What is a Personal Identification Number (PIN)?
Charter uses the term PIN for two different areas:
- Parental Control PIN - Cable converter box feature that limits viewing choices. Click here for more details.
- Account Protection PIN - An enhanced security option for your account that is verified before changes, additions, or account details are discussed. The remaining information discussed in this article refers to the PIN for account protection.
"Personal Identification Number” – the PIN may consist of numbers or a combination of letters and numbers and is established by you after the Security Code is received.
Note: Our Customer Care team may have assisted you with creating a PIN. If you do not have it, here are your options:
- Chat Live or contact us at 1-888-438-2427 and provide your security code located on the upper right of your bill.
- Stop by a local office and provide your valid government-issued photo ID (i.e. drivers license, passport or military ID) to set up your PIN. Click here for the office nearest you.
When do I need a Personal Identification Number (PIN)?
The PIN is the preferred method to protect your information over the phone or during a chat session. We strongly recommend establishing a PIN to help guard against unauthorized account changes.
If you subscribe to Charter video and/or high-speed Internet services, you MAY use the PIN to:
- Control PPV ordering (by phone or through Chat)
- Add authorize users to your account (by phone or through Chat)
- For your online My Account (Member Services):
- Reset your Username
- Reset your Password
- Change your Secret Question
- Change your Secret Answer
- Add/Change your contact e-mail address
If you are a Charter telephone customer, you MUST provide a PIN to:
- Control PPV ordering (by phone or through Chat)
- Add authorize users to your account (by phone or through Chat)
- For your online My Account (Member Services):
- Reset your Username
- Reset your Password
- Change your Secret Question
- Change your Secret Answer
- Add/Change your contact e-mail address
- Discuss with an agent Telephone Call Details
If you forget your PIN, you can reset the PIN by providing the agent your Security Code.
What are Telephone Call Details?
Any information that pertains to specific telephone calls, including, outbound calls, the number called, and the time, locations or duration of any call and, for inbound calls, the number from which the call was placed and the time, location, or duration. Charter does not display zero rated Call Details on your printed statements and is making them available via charter.com/myaccount. Examples of zero rated calls are toll free calls or long distance calls that would be included within a calling package.