Home > Customer Support > Phone Support > Service Representatives

West Virginia

For billing, repair, or other customer service needs call toll-free, 800.314.7195. Service Standards
Charter Business strives to maintain service standards as set forth by your state agency. Call our Customer Care Center at 800.314.7195 with any questions about service standards. You may also contact your state agency for information about service standards.

CHARTER PRIVACY POLICY FOR VOICE SERVICES

Charter Voice Services Privacy Statement Charter takes the protection of its subscribers’ (“You” or “Customer(s)”) privacy seriously. The following statement applies to those Charter customers who subscribe to Charter voice services and informs such customers of the information that Charter collects and retains, how Charter uses and protects it, and the limited cases where Charter may disclose some of that information. Please review this Privacy Policy and the attached Customer Proprietary Network Information (“CPN I”) Policy in conjunction with Your Customer Agreement. The Privacy Policy and CPN I Policy do not apply to Charter Business^® TV services or Charter Business^® Internet services. Those policies may provide different answers to questions applicable to those services. Those policies and updates to this privacy policy can be found at www.charter.com. What type of information does Charter collect? Charter’s voice service systems may collect personally identifiable information about our customers: (a) as it is necessary to provide our voice services and service features; (b) as customers voluntarily provide such information to Charter; (c) to prevent the unauthorized reception of services; (d) for marketing purposes, to better enable us to offer You products and services tailored to your needs; and (e) as may be required under applicable law. This information includes Your name, address and telephone number(s), and it may include additional information to help us verify Your identity (for example, Your driver’s license number, a social security number or a state identification number) and honor Your payment preferences (for example, Your bank account or credit card number) and other similar information that we use to establish and maintain Your voice service account. We may also collect and maintain information about Your account, such as billing, payment and deposit history; maintenance and complaint information; correspondence with You; information about the service options that You have chosen; information about the equipment You have, including specific equipment identifiers; and information about Your use of our voice services, including the type, technical arrangement, quantity, destination and amount of use of certain of those voice services, and related billing for those services. Charter may also collect additional personally identifiable information from third parties to enhance our customer database for use in marketing and other activities. Charter may also collect personally identifiable information from third parties to verify information You have provided to us, as well as from credit reporting agencies to, for example, determine your creditworthiness, credit score, and credit usage. Charter may also maintain research records containing information obtained through voluntary subscriber interviews or surveys. Why does Charter collect personally identifiable information?
Charter collects personally identifiable information to:

• Ensure the proper delivery and billing of Your services
• Collect outstanding fees and charges for Your services;
• Provide You with accurate and high quality customer service;
• Better understand how the service is being used to develop and market new services to better fit our customers’ needs (subject to our Customers’ rights to limit or restrict us from making these offers as described in the attached CPN I Policy and as further required by law);
• Protect the security of the system;
• Attempt to prevent fraud;
• Configure voice service-related devices and software;
• Install, operate, and maintain our voice systems and the services we provide, as necessary to render our voice services, and for other legitimate business activities related to our voice services;
• Provide updates, upgrades, repairs or replacements for any of our voice service-related devices or software used in providing or receiving services;
• Maintain our accounting and tax records; and
• Comply with the law.

Who sees the information collected by Charter?
Charter considers the personally identifiable information contained in our business records to be confidential. We will only disclose personally identifiable information to unaffiliated third parties under an obligation of confidentiality and for limited purposes consistent with this Privacy Policy, and as authorized by applicable law. Unaffiliated third parties are prohibited from further disclosure of Your personally identifiable information, whether for that third party’s own marketing purposes or otherwise. We may disclose personally identifiable information about You to others (such as our employees, contractors, and agents as well as outside auditors, professional advisors, service providers, potential business transition partners, and regulators), either with Your written consent or without Your written consent as authorized by law, if necessary to render our service or to conduct a legitimate business activity related to a service provided by us to You. For example, we may disclose to an affiliated or nonaffiliated company Your name, address, or other subscriber information that we have collected in order to:

• Assist us in providing administrative and other services;
• Prepare, print and/or deliver monthly invoices for our services or other marketing or informational materials to our Customers;
• Prepare and conduct subscriber surveys to assess and enhance the services that we provide to You;
• Collect outstanding fees and charges;
• Market our (including our affiliates’) products and services (subject to Your right to limit or restrict us from making these offers as described in the attached CPN I Policy or other applicable law); and
• Assist us in detecting and protecting against fraudulent, abusive, or unlawful use of, or subscription to, our services.

The frequency of any information disclosure varies in accordance with our business activities and needs. We make every reasonable effort to protect Your privacy as described in this Privacy Policy. Nevertheless, Your personally identifiable information may be disclosed in the process of rendering our services to You or as required by law. For example:

• Your name and/or telephone number may also be transmitted and displayed on a Caller ID device unless You have elected to block such information. Please note that Caller ID blocking may not prevent the display of Your name and/or telephone number when You dial certain business numbers, 911, 900 numbers, or toll-free 800, 888, 877, or 866 numbers (where available).
• Charter may publish and distribute telephone directories in print, on the Internet and on disks. Those telephone directories may include Customer names, addresses and telephone numbers, without restriction to their use. n Charter also makes Customer information available through directory assistance operators. n Charter may also provide Customer names, addresses and telephone numbers to unaffiliated directory publishers and directory assistance providers for their use in creating directories and offering directory assistance services.
• Name, address, and telephone information in telephone directories may be sorted, packaged, repackaged and made available again in different formats by anyone.
• We take reasonable precautions to ensure that non-published and non-listed numbers are not included in our telephone directories or directory assistance services, or any third-parties’ directories or directory assistance services, although we cannot guarantee that errors will never occur.

We will disclose personally identifiable information about You without Your consent and sometimes without notice to You when required by law in order to comply with a valid legal process, such as a subpoena, court order, or search warrant, for example. If we receive such a request, we will notify You before responding, unless we are prohibited from doing so by law. Valid legal process may require us to disclose or allow access to personal information such as Your account, billing, payment and calling records, and may also require us to allow governmental entities to monitor Your calls and callers as well as general call usage. We may also use or disclose personally identifiable information about You without Your consent (a) to protect our Customers, employees, or property, (b) in emergency situations, (c) to enforce our rights in court or elsewhere, or directly with You, for violations of service terms, conditions or policies and/or (d) as otherwise required by law, for example, as part of a regulatory proceeding. We reserve the right to collect and disclose information in collective or aggregate formats, such as ratings surveys and other statistical reports, which do not personally identify You. We may use Your personally identifiable information to better understand how the service is being used, to improve it, and for performance measurement and security purposes, including to determine whether there are violations of any applicable policies and terms of service. Unless You object in advance, federal law also allows Charter to disclose, through “mailing lists,” personally identifiable information, such as Customer’s name, address and the level of Customer’s service subscription to nonaffiliated entities, including advertisers and marketing entities, for non-cable related purposes, including product advertisement, direct marketing and research. Under no circumstances will Charter disclose to these entities the extent of Customer’s television viewing practices if Customer is a cable television subscriber or details regarding Customer’s use of the service or the transactions Customer makes over the system. In the event we (or our affiliates) engage in a business transition, such as a merger, acquisition, or sale of all or a portion of our assets, Customers’ personally identifiable information will, in most instances, be part of the assets transferred. If, as a result of the business transition, this Privacy Policy will be changed, You should refer to the section of this Privacy Policy entitled “Notices and Changes to Privacy Policy & Attached CPN I Policy.” Aggregate information may also be transferred in connection with a business transition. Note to California Customers regarding Your Privacy Rights: California law requires Charter to provide to Customers, upon request, certain information regarding the sharing of personally identifiable information to third parties for their direct marketing purposes. As mentioned above, Charter does not share information with unaffiliated third parties for their own direct marketing purposes. However, Charter may share personally identifiable information with some same-branded affiliates for those affiliates’ direct marketing purposes (subject to restrictions in the attached CPN I Policy). If You make a request by phone or on-line, Charter will provide You with the number of its same-branded affiliates in California and a list of personal information that it may have shared with some or all such affiliates. Can I prohibit or limit Charter’s use of my personally identifiable information?
If You do not want Your name, address or other personally identifiable information disclosed to third parties in a “mailing list” as explained above, please register this preference at http://unsubscribe.charter.com or by contacting us by telephone at 1-888-GET-CHARTER. If You do not want to receive telemarketing calls from Charter, You may call 1-888-GET-CHARTER and request to be placed on Charter’s Do Not Call list. Please note that a Do Not Call request will not eliminate all telephone calls to You from Charter as Charter may still continue to make non-telemarketing account-related calls to You. How long does Charter maintain personally identifiable information?
Charter will maintain Your personally identifiable information only as long as it is necessary for the purpose for which it was collected; to comply with applicable law, including but not limited to tax and accounting laws, to satisfy pending requests or orders for access by a Customer to his/her information, or pursuant to a court order. How does Charter protect customer information?
Charter takes the security of our Customers’ personally identifiable information seriously. Charter takes such actions as are reasonably necessary to prevent unauthorized access by entities other than Charter to personally identifiable information. Charter uses security and/or encryption technology to secure certain sensitive personally identifiable information collected over the system. Charter also restricts access to its customer database and secures the content by use of firewalls and other security methods. Charter limits access to databases containing our Customers’ personally identifiable information to authorized employees and agents of Charter and other parties identified in the disclosure section above. However, we cannot guarantee that these practices will prevent every unauthorized attempt to access, use, or disclose personally identifiable information. Can I see the information that Charter collects about me?
You have a right under the Cable Act to see Your personally identifiable information that Charter collects and maintains. The information Charter has about its Customers is maintained at the local office where service is provided and at our corporate headquarters. If You would like to see this information, please send a written request to Your local Charter office. Charter will make an appointment for You to come in to Your local office during regular business hours. If Your review reveals an error in our records, we will correct it. You may also be able to access certain information by telephone or Internet access at www.charter.com, depending upon the information You have provided. Telephone contact information can be found on Your monthly billing statement. What if I have any questions?
If You have any questions about our privacy protections and policies, please contact Your local customer service office. You can find the phone number for Your local customer service office on Your monthly bill statement or by visiting Charter’s website at www.Charter.com. What can I do if I believe Charter has violated my rights?
You may enforce the limitations imposed on us by federal law with respect to the collection and disclosure of personally identifiable subscriber information about You, through a civil action under federal law, in addition to other rights and remedies that may be available to You under federal or other applicable laws. Notices and Changes to Privacy Policy & Attached CPNI Policy
As required by federal law, we will notify You of our Privacy Policy annually. Further, we will notify You of our CPN I Policy, which is included as part of this Privacy Policy, at least once every two years. We reserve the right to modify this Privacy Policy and/or the CPN I Policy at any time. We will notify You of any material changes via written, electronic or other means permitted by law. If You continue to use the service following notice, we will consider that as acceptance of the change.
Revised and Effective: December 8, 2007. CHARTER Customer Proprietary Network Information (CPNI) Policy
The information that we have (1) relating to the quantity, technical configuration, type, destination, location, and amount of Your use of telephone service, and / or (2) contained on Your telephone bill concerning the telephone services that You receive is subject to additional privacy protections. That information, when matched to Your name, address, and telephone number is known as “Customer Proprietary Network Information,” or CPN I for short. Examples of CPN I include information typically available from details on a customer’s monthly telephone bill -- the type of line, technical characteristics, class of service, current telephone charges, long distance and local service billing records, directory assistance charges, usage data, and calling patterns. (CPN I does not include Your name, address, and telephone number, because that information is protected by the general privacy policy described above.) As a subscriber to our telephone services, You have the right, and Charter has a duty, under federal law to protect the confidentiality of CPN I. Charter offers many communications-related services, such as, for example, Charter Business^® Internet services. From time to time we would like to use the CPN I information we have on file to provide You with information about our communications-related products and services or special promotions. Our use of CPN I may also enhance our ability to offer products and services tailored to Your specific needs. We would like Your approval so that we and our agents may use this CPN I to let You know about communications-related services other than those to which You currently subscribe that we believe may be of interest to You. You do have the right to restrict this use of CPN I. IF WE DO NOT HEAR FROM YOU WITHIN 30 DAYS OF THIS NO TIFICATION , WE WILL ASSUME THAT YOU APPROVE OUR USE OF YOUR CPN I FOR THE PURPO SES OF PROVIDING YOU WITH INFORMATION ABOUT OTHER COMMUNICATION SREL ATED SERVICES. YOU HAVE THE RIGHT TO DISAPPROVE OUR USE OF YOUR CPN I, AND MAY DENY OR WITHDRAW OUR RIGHT TO USE YOUR CPN I AT ANY TIME BY CALLING THE TELEPHONE NUMBER REFLECTED ON YOUR MONTHLY BILLING STATEMENT OR 1-888-GET-CHARTER. (We will also honor any restrictions applied by state law, to the extent applicable.) Charter also offers various other services that are not related to the communications services to which You subscribe. Under CPN I rules, some of those services, such as Charter Business^® TV services, are considered to be non-communications related services. Occasionally, You may be asked during a telephone call with one of our representatives for Your oral consent to Charter’s use of Your CPN I for the purpose of providing You with an offer for products or services not related to the telephone services to which You subscribe. If You provide Your oral consent for Charter to do so, Charter may use Your CPN I for the duration of such telephone call in order to offer You additional services. Any action that You take to deny or restrict approval to use Your CPN I will not affect our provision to You, now or in the future, of any service to which You subscribe. You may disregard this notice if You previously contacted us in response to a CPN I Notification and denied use of Your CPN I for the purposes described above. Any denial of approval for use of Your CPN I outside of the service to which You already subscribe is valid until such time as Your telephone services are discontinued or You affirmatively revoke or limit such approval or denial. The CPN I Policy above applies to our Voice over Internet Protocol, or IP voice services. Charter Business^® Phone Fraud and Misuse of Service Policy
Customer is responsible for any fraudulent use or misuse of service that occurs through Customer’s account, whether by a member of Customer’s business or an authorized or unauthorized third-party. Misuse of service could include modem hijacking, excessive use of international calling and 411/directory assistance calls, and other per-use charges. PBX hacking is generally done through your voicemail system after business hours and on weekends and holidays. Hackers can access your voicemail system with an easy-to-identify PIN number or a default PIN. Once the voicemail is accessed, the hacker will attempt to place outbound calls through your PBX to international locations like the Philippines, Saudi Arabia, Pakistan, India, and United Arab Emirates. Customer is responsible for any fraudulent or misuse of service that occurs through Customer’s account, whether by a member of Customer’s business or an authorized or unauthorized third party. Misuse of service could include modem hijacking, excessive use of international calling and 411/directory assistance calls and other per-use charges. What is modem hijacking?
Modem Hijacking is a type of fraud that takes place over a dial-up modem while you are on the internet downloading a file or in some cases, accepting certain terms and conditions. While your computer is downloading the information, the hijacker takes control of your modem and starts dialing international locations. Usually the first thing the hijacker does is disable the sound on your computer so that you do not hear the modem dialing. Hijacked international calls will show up on your phone bill as dialed international numbers. How do I prevent modem hijacking?
Contact Charter Business at 800.314.7195 to replace dial-up internet service with Charter Business^® Internet service, which includes internet security software that can help prevent modem hijacking. What sites are prone to hijacking?
Entertainment sites are the most targeted of modem hijackers, although any site could hijack a modem. These sites often dial international numbers specializing in adult entertainment. What should I look for?
The appearance of short international calls on your phone bill that you have not made. Typical target countries are: Sao Tome, Wallis and Futuna, Central African Republic, Estonia, Austria, and Lichtenstein. What should I do if I suspect Modem Hijacking?

1. Disconnect your telephone line from the dial-up modem immediately.
2. Call Charter Toll Fraud Escalations at 866.508.1398.
3. Contact your internet provider immediately, or if your internet provider is Charter Business, call 800.314.7195 and request Charter Business Security.