1. Charter Products and Services
December 4, 2017
Charter Products and Services
Charter Retail Marketing

2. About Charter
Charter Communications Inc. is a Fortune 500 company and the fourth-largest cable operator in the United States. Charter provides advanced video, high-speed Internet, and telephone services to approximately 5.7 million residential and business customers in 29 states.
At the core of our mission is to provide value to our customers. We strive to do this every day by offering high-quality entertainment and communication services and continually improving customer care through the commitment of our more than 21,000 employees nationwide.
Charter : Confidential

3. Charter Markets California (Southern CA) Central States (IL, MO)
Georgia/Alabama
Michigan
Minnesota/Nebraska
New England (NY, VT, NH, MA, CT)
Northwest (Northern CA, NV, OR, WA)
South Carolina/North Carolina/Virginia
Tennessee/Louisiana
Texas
Wisconsin
Mountain States
Charter : Confidential

4. Coverage Map
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5. Customer Guarantee
Our promise to you: Charter is committed to providing the best customer experience, and we stand behind our products and services.
30-Day Money-Back Guarantee
We believe in our people, our products and providing our customers with exceptional service. We're confident you will be completely satisfied with your Charter experience. If for any reason you are not satisfied with a Charter service within the first 30 days, we'll give you your money back.
Service Experience Guarantee
We want you to enjoy doing business with us and we'll deliver on our commitments to you. We'll arrive during your scheduled appointment window and we'll complete your service call on the first visit, or we'll provide you a $20 credit.
Reliability Guarantee
We know that reliable service is important to you. Charter delivers outstanding service and reliability with a robust network. If you are without service for more than 24 hours, you'll receive a $20 credit upon request.
Product Promise
We are committed to providing cutting-edge technology and on-going enhancements, including increased Internet speeds and more HD and On Demand choices. We'll provide functionality and improvements you may not have even imagined yet. At Charter, we never stop working to bring you additional value in your services.
Charter : Confidential

6. Charter Spectrum TV™
Product Info
Charter : Confidential

7. Why Charter ?
Charter Spectrum TV™ is customizable to fit varying consumer needs and budget – and new enhancements are always in the works
Recent video introductions/current initiatives
Additional HD programming: 200+ HD channels available in most markets
10,000 On Demand Choices, in HD – including movies in 3D
Charter App – with up to 100 live channels to watch on mobile devices at home
Over 40 Channels to watch online or on-the-go from mobile applications
Charter DVR for one low price- Get Charter DVR service on up to 4 TVs in your home for only $19.99/mo – now with up to 780 hours of storage – and reinvent the way you watch TV on your schedule
All Digital- Every TV must have a box - $6.99 per box no matter what type (SD, HD, DVR).
Charter : Confidential

8. Charter Spectrum TV™ in Digital Features
Provides 200+ channels, including local broadcast channels, plus:
Charter On Demand
Access to thousands of movies and shows available at any given time, many in HD, many of them free; selection refreshed weekly
Watch whenever you want, on YOUR schedule
Pause, rewind, stop
HBO, Cinemax, Showtime, TMC, and Starz customers get associated shows On Demand at no additional charge
Optional “Subscription on Demand” services include Disney Family Movies, Howard TV, Too Much for TV, WWE 24/7, Anime, Karaoke
Access to 3D On Demand (requires 3DTV; available in Wisconsin, Michigan, Minnesota, Nebraska, Oregon, Washington)
Interactive Program Guide
Ability to search for programming up to a week in advance
Digital music
45+ CD-quality audio channels featuring popular genres of music, including classical, alternative, hip-hop, country, jazz, blues, Latino, children’s, rock, seasonal music
Charter Pay-Per-View
Access to live special events from WWE and UFC, adult programming
Broadcast TV Surcharge is included in package – other local taxes and fees apply
Charter : Confidential

9. Additional Charter Spectrum TV™ in Digital Choices
Premium Programming
HBO
11 channels of award-winning series and specials, plus recent Hollywood releases
HBO On Demand and HBO HD included at no additional cost
Includes HBO GO for online viewing via charter.net, plus Apple and Android mobile devices
Cinemax
4 channels of classic and blockbuster movies
Cinemax On Demand and Cinemax HD included at no additional cost
Includes MAX GO for online viewing via charter.net, plus Apple and Android mobile devices
Showtime
8 channels of Emmy® Award –winning shows and tons of movies
Showtime on Demand and Showtime HD included at no additional cost
The Movie Channel
6 channels movies, movies, and more movies
TMC On Demand and The Movie Channel HD included at no additional cost
Starz
7 channels of movies and new shows for the entire family
Starz on Demand and Starz HD included at no additional cost
Encore
7 channels of mysteries, westerns, dramas and more
Encore On Demand and Encore HD included at no additional cost
EPIX
Watch hit movies on your TV and online
Charter : Confidential

10. More Charter Spectrum TV™ in Digital Choices
Enhanced choice and variety
Digital programming packages
Digi Tier 1- with 50 additional channels including Biography®, Cooking Channel, Nick Jr, Inspirational Network ®, BBC America, Fox Business Network, and Sprout ™
Digi Tier 2- with 25 additional channels including ESPN U, NFL Redzone, NFL Network, Tennis Channel, Fox College Sports, Outdoor Channel and CBS Sports Network
Latino View - up to 20 channels; for those interested in both the language and the culture (not available in all markets)
Ever-growing selection of HD channels
Available selections tied to the customer’s subscription level and the lineup for that area
Hundreds of HD On Demand selections available, many free
Super easy time shifting and recording with DVR
Pause live TV
Record two programs simultaneously while watching a third program
Record by time, title or genre
Record an entire series of shows
Store up to 780 hours of programming
Fast forward, pause, stop functionality
DVR service for up to 4 DVRs- $19.99/mo
Charter : Confidential

11. Charter Spectrum Internet™
Product Info
Charter : Confidential

12. Why Charter?
Charter Spectrum Internet™ is ideally positioned for growth over the next several years
30% of the country still doesn’t subscribe to broadband internet
Cost is most often cited as the reason
Charter has low cost options available for internet including a $39.99/mo for 1 year Internet (60 Mbps) offer
Online consumers rate faster connection speed as most important feature
Service provider marketing messages typically downplay actual speed delivered in favor of promoting the lowest price
Result: Up to 80% of broadband customers don’t know the speed of their internet connection, only that it is, or isn’t, fast enough for their individual usage
Charter’s messaging clearly communicates the speed and what the customer can use it for
Charter : Confidential

13. Charter Spectrum Internet™
Has a starting speed of up to 60 Mbps – the fastest you can get!
Will increase Charter Spectrum Internet Ultra to speed of 120 Mbps
Upload Speeds up to 4 Mbps
Simultaneously stream videos, download music and more without sacrificing Internet performance
With Charter WiFi – Charter Spectrum Internet will provide hours of uninterrupted service for a multitude of internet devices
Virus Protection – Automatic detection from viruses, hackers and spam with Charter Security Suite
Internet modem is FREE
Charter : Confidential

14. Charter Spectrum Internet™ Features
Charter Security Suite
$60 value
Easily downloadable from charter.com/myaccount
Includes anti-virus, anti-spyware, anti-phishing, firewall, spam filter, parental control
Eliminates purchase of additional virus software
Charter.net
Personalized TV and On Demand listings, sweepstakes, news, local weather, Yellow Book listings
Watch current and past TV shows housed in Charter’s library
10 accounts of 100 MB each
Set up separate accounts for each household member
Personal web space of 20 MB
24/7 Self-Help and Technical Support
1-888-GET-CHARTER
Taxes included in monthly fee
Charter : Confidential

15. Charter Spectrum Internet™ Equipment Choices
Free Cable Modem
Modem is included in pricing and not charged separately and customer must use Charter Modem to receive service
WiFi Service Option
Lease WiFi router equipment through Charter
WiFi Activation Fee (One-Time Charge): $39.99
WiFi Monthly Recurring Service Fee of: $5.00/month
Includes equipment lease plus unlimited technical support OR
Customers may purchase their own wireless router via a retail source.
Charter : Confidential

16. Charter Spectrum Voice™
Product Info
Charter : Confidential

17. Why Charter Spectrum Voice™ ?
Lots of features, superior sound quality and no need to count minutes is an appreciated contrast to cell phone service
Charter Spectrum Voice™ Unlimited Features
Unlimited calling throughout the U.S., Canada, Puerto Rico, Guam, and U.S. Virgin Islands
Voic plus 13 calling features including Caller ID, Call Waiting, Call Forwarding
Keep the same number when you switch
Free 411 calls
Phone Manager service allows customers to manage voic and phone functionality online with Charter Spectrum Internet™
Not sold separately to new customers, only as part of a bundle
No extra taxes or fees like the phone company charges
Optional add-on:
Worldwide 250
250 minutes of international calling to 200+ countries-
Mexico Calling 500 Plan
500 minutes to any landline in Mexico
Mexico Calling 200 Plan
200 minutes to any landline in Mexico
Charter : Confidential

18. Charter Offers & Promotions
Charter : Confidential

19. Charter Triple Play Select – Great Value!
Includes:
125+ HD channels with access to 10,000+ On Demand choices, in HD, including movies in 3D
Including free HD and local programming plus favorites such as ESPN, The Disney Channel, Discovery®, CNN, Lifetime®, Food Network, MTV, TLC and USA Network
Charter Spectrum Internet™ , with speeds starting at 60 Mbps, 20x faster than standard DSL, with free modem
Charter Spectrum Voice™, reliable phone with unlimited local and long distance calling in the U.S., Canada, Puerto Rico, Virgin Islands, and Guam, includes voice mail, free 411 calls, and 13 other popular calling features
Wire Maintenance Plan, providing protection for the cost of repairing accidentally broken wires inside your home
Monthly Rate - Year 1 $ Monthly Rate - Year 2 $109.97
Charter : Confidential

20. Charter Triple Play Silver – Most Popular!
Includes:
175+ HD channels with access to 10,000+ On Demand choices, in HD, including movies in 3D
Including free HD and local programming plus favorites such as ESPN, The Disney Channel, Discovery®, CNN, Lifetime®, Food Network, MTV, TLC and USA Network
Digi Tier 1 with 50 additional channels including Biography®, Cooking Channel, Nick Jr, Inspirational Network ®, BBC America, Fox Business Network, and Sprout ™
Best series, movies and shows from HBO ®, Cinemax ®, and Showtime ®
Take digital networks on the go with your mobile devices, including HBO GO®, MAX GO®, and Showtime Anytime®
Charter Spectrum Internet™, with speeds starting at 60 Mbps, 20x faster than standard DSL, with free modem
Charter Spectrum Voice™, reliable phone with unlimited local and long distance calling in the U.S., Canada, Puerto Rico, Virgin Islands, and Guam, includes voice mail, free 411 calls, and 13 other popular calling features
Wire Maintenance Plan, providing protection for the cost of repairing accidentally broken wires inside your home
Monthly Rate - Year 1 $ Monthly Rate - Year 2 $129.97
Charter : Confidential

21. Charter Triple Play Gold – “The Works”
Includes:
200+ HD channels with access to 10,000+ On Demand choices, in HD, including movies in 3D
Including free HD and local programming plus favorites such as ESPN, The Disney Channel, Discovery®, CNN, Lifetime®, Food Network, MTV, TLC and USA Network
Digi Tier 1 with 50 additional channels including Biography®, Cooking Channel, Nick Jr, Inspirational Network ®, BBC America, Fox Business Network, and Sprout ™
Digi Tier 2 with 25 additional channels including ESPN U, NFL Redzone, NFL Network, Tennis Channel, Fox College Sports, Outdoor Channel and CBS Sports Network
Best premium series, movies and shows from HBO ®, Cinemax, Showtime, The Movie Channel, Starz ®, Encore and epix ™
Take digital networks on the go with your mobile devices, including HBO GO®, MAX GO®, and Showtime Anytime®
Charter Spectrum Internet™ , with speeds starting at 60 Mbps, 20x faster than standard DSL, with free modem
Charter Spectrum Voice™, reliable phone with unlimited local and long distance calling in the U.S., Canada, Puerto Rico, Virgin Islands, and Guam; includes voice mail, free 411 calls, and 13 other popular calling features
Wire Maintenance Plan, providing protection for the cost of repairing accidentally broken wires inside your home
Monthly Rate - Year 1 $ Monthly Rate - Year 2 $149.97
Charter : Confidential

22. Charter Double Play Packages
Select TV + Charter Spectrum Internet™:
125+ HD channels, with access to 10,000+ On Demand Choices, in HD, including movies in 3D
Including free HD and local programming, plus 45+ channels of digital music
Internet speeds starting at 60mbps, 20x faster than standard DSL, with free modem
Monthly Rate - Year 1 $ Monthly Rate After 12 months- $109.98
Select TV + Charter Spectrum Voice™
Reliable phone with unlimited calling throughout the U.S., Canada, Puerto Rico, Virgin Islands, and Guam
Monthly Rate - Year 1 $ Monthly Rate After 12 months - $79.98
Charter Spectrum Internet ™ + Charter Spectrum Voice™
Internet speeds starting at 60mbps, 20x faster than standard DSL
Monthly Rate - Year 1 $ Monthly Rate After 12 months $69.98
Charter : Confidential

23. Charter Spectrum Internet™ Features
Included with Charter Spectrum Internet™
60mbps downstream/4mbps upstream
Free modem
Simultaneously stream videos, download music and more without sacrificing Internet performance
Automatic protection from viruses, hackers and spam with Charter Security Suite ®
Triple play price: $29.99/mo for 12 months when bundled with both Charter TV and Charter Phone
Double Play and Single Play price: $39.99 monthly fee for first 12 months; $49.99 monthly rate after 12 months

24. Charter Spectrum TV™ Features
Included with Charter Select TV
125+ HD channels, with access to 10,000+ On Demand Choices, in HD, including movies in 3D
Including free HD and local programming plus your favorite networks such as ESPN, ABC Family, The Disney Channel, Discovery®, CNN, HGTV, Lifetime®, Food Network, TLC, MTV, Hallmark Channel, Nickelodeon, TBS, and USA Network
Access to live WWE and UFC events on Charter Pay-Per-View
45+ channels of digital music featuring popular genres of music, including classical, alternative, hip-hop, country, jazz, blues, Latino, children’s, rock, seasonal music
Get Charter DVR service on up to 4 TVs in your home for only $19.99/mo – now with up to 780 hours of storage – and reinvent the way you watch TV on your schedule
Select TV includes all features listed above - $59.99/mo
Optional add-ons:
Silver TV and Gold TV provide additional programming options
Silver TV includes all the features of Select TV plus HBO, Cinemax, Showtime, 20 additional HD channels, and Digi Tier $79.99/mo for 12 months
Gold TV includes all the features of Silver TV plus The Movie Channel, Starz, Encore, epix, 20 additional HD channels, and Digi Tier 2 - $99.99/mo for 12 months
Latino View
Spanish language channels including local programming - cartoons, sports, movies, news, novelas, music videos and much more; includes Discovery en Español, ESPN Deportes, Fox Deportes, CNN en Español, and History en Español
$6.99 per month
Note: not available in all markets

25. Charter Spectrum Voice™ Features
Included with Charter Spectrum Voice
Reliable phone with unlimited calling throughout the U.S., Canada, Puerto Rico, Guam and U.S. Virgin Islands
No extra taxes or fees like the phone company charges – they are included in the rate
Full featured including Voic and 13 popular calling features including Caller ID, Distinctive Ring, Private Number, and Custom Ring
Free 411 calls
Manage your home phone from anywhere, at home or on the go, with Charter Phone Online Manager, available at no extra cost for customers with Charter Phone and Internet services
Not sold separately to new customers, only as part of a bundle
Optional add-ons:
Worldwide 250
250 minutes of international calling to 200+ countries
Mexico 200
200 minutes of calls to landline phones in Mexico per month
Mexico 500
500 minutes of calls to landline phones in Mexico per month

26. Rate Card – a la carte pricing
Charter TV Select $59.99
SD, HD, or DVR box - per unit $6.99
DVR Service, first 4 boxes $19.99
Digi Tier $10.00
Digi Tier 2 $10.00
Latino View $6.99
HBO $15.00
Cinemax $15.00
Showtime $15.00
The Movie Channel $15.00
Starz $15.00
Encore $15.00
epix $15.00
Charter Internet® $54.99
Charter Phone® n/a
Worldwide $20.00
Mexico $10.00
Mexico $25.00
Wire Maintenance $4.99
WiFi Router Lease $5.00

27. Taxes and Other Fees
Charter Spectrum TV
The Broadcast TV Surcharge is included in our new Charter TV service package pricing
Franchise fees; Sales tax; Utility Users tax (UUT); Public, Educational, Government fees (PEG); and Federal Communication Commission fees (FCC) are NOT included in our new Charter TV service package and are charged and itemized on a customer’s bill statement.
Charter Spectrum Internet
All taxes are included in the base price of our new Charter Internet service package
Charter Spectrum Voice
All taxes are included in the base price of our new Charter Phone service package
The End User Common Line (EUCL) fee is no longer assessed and hence no longer appears on a customer’s bill statement.
Installation for new connects/restarts- $29.99 one time payment

28. Existing Customers These require individual attention…
General guidance for existing customers making changes:
Customers upgrading to new services may not qualify for new customer promotions, call Charter advisor to see qualifying promotions
When inputting orders for existing customers into the Retail Portal, the system will generate a message directing the retailer to contact the call center for assistance
Retailers will be paid for any new services added under their sales ID
A change of service for existing customers will be charged an upgrade installation fee of $29.99 per truck roll order.  

29. Order Entry Process

30. Order Process
Process the order through the Charter Retail Portal- Bundle Builder
When an order “automates,” you’ll be presented with a choice of installation dates and times you can relay to the customer, which will allow you to complete the sale without contacting the sales entry team.
If an order does not automate, or you need any help at all, please call the sales entry team. Once you click “complete order” and receive the order confirmation screen the customer information is already in Charter’s system for the sales entry team to access. When you call, please have your Charter-issued Sales ID handy for identification purposes.

31. When Placing the Order…
Be sure to use only the customer’s address and no other address (order confirmation and agreement if any are sent via );
Do not put orders in more than once; if any problems arise, call the sales entry team for help;
If the order doesn’t automate be sure to call the sales entry team to get an installation date (otherwise the order isn’t scheduled and you won’t get credit for the sale).

32. Order Entry Team- Contact Information
Hours of Operation:
Mon-Fri 7:00am-11:00pm central time
Sat-Sun 7:00am-10:00pm central time
Phone number:
Please have your Sales ID handy at all times!

33. Pre-Payment Policy

34. Pre-Payment Policy Pre-Payment Amount EXAMPLE
The Pre-Pay amount must include the cost of the:
First Month of Service
Installation Fees
Estimated Taxes
Example:  A customer wants to order Triple Play Select Package
The total per month = $89.97
TV Equipment= $6.99 (1 box)
The installation fees = $29.99
The estimated taxes = $4.05
The Pre-Pay amount = $131

35. Other Important Contacts
Charter Customer Service:
1-888-GET-CHARTER ( )
Automated PG Acceptance and TPV Phone System:
For Phone Service only dial