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GETTING STARTEDINTERNET | VOICE | VIDEO
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WELCOME TO SPECTRUM BUSINESS
It’s our goal to make tech easy. We’re here to provide the assistance you need to get
started with your Spectrum Business services. This reference guide tackles the most
common issues and questions. However, if you prefer to speak with us instead –
no problem. You can always call 1-877-824-6249. We’re standing by 24/7/365 to help.
THANK YOU FOR CHOOSING US TO BE YOUR TECH EXPERTS. IT’S OUR PLEASURE TO SERVE YOU.
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DID YOU KNOW YOU CAN PAY YOUR BILL ONLINE?You can. Simply use your My Services account or My BHN App.
It’s easy, fast, and convenient. See page 9 for more info or go to SpectrumBiz.com and click on
My Services.
TABLE OF CONTENTS
MY SERVICES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1. Activating Your Online Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 2. Online Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 3. My BHN App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
BUSINESS INTERNET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 1. Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2. WiFi Easy Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 3. Connecting to WiFi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 4. Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
BUSINESS VOICE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 1. Star(*) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 2. Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 3. Calling Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 4. Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 5. Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 6. Special Rates and International Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 7. Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
BUSINESS TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 1. Your Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 2. Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
NEED TO KNOW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 1. Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 2. Understanding Your Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 3. Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
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MYSERVICES
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YOUR BUSINESS. YOUR TERMS.Flexibility is important when you run your own business. That’s why we offer our most popular products
without a long term contract. Move your business forward with Business Internet, Voice, TV, and
IT Services at the best price possible – without having to sign an annual contract.
WITH SPECTRUM BUSINESS YOU GET:FLEXIBILITYNo long term contracts means you can enjoy the flexibility to change your services anytime to
accommodate your needs.
EASY TO GET – EASY TO USE SERVICESService and tech support that’s locally based and always available, delivered by our team
of professionals.
OUR BEST PRICING EVERYou don’t need to sign a long term contract to get our best price on some of our most popular products.
We’re making it easier than ever to run your business on your terms, because that’s the way it should be.
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MY SERVICES MY SERVICES
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1. ACTIVATING YOUR ONLINE ACCOUNTYour My Services account is a benefit that comes with your Spectrum Business package. Easy to use.
Free. And, best of all, convenient.
TAKE CARE OF YOUR ACCOUNT WHEN IT WORKS WITH YOUR SCHEDULEGo to SpectrumBiz.com and click on My Services. All you need is your account number, username and
password, and a few minutes to spare.
NOTES:
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MY BHN DASHBOARDMy BHN Dashboard displays a greeting and status of your account.
The color of the counter shows your account status and the amount
due. Blue shows the account is current, yellow shows your payment is
due soon, and red shows that your payment is past due.
Pay your bill via the app with your credit or debit card, or by electronic
fund transfer, using the Make Payment button. Paid will display on the
counter and balances will adjust in the dashboard and billing summary
views.
If you have a service appointment pending, that will display automatically
on the dashboard.
WiFi Settings will only display if you have Business Internet and a
Spectrum Business modem.
Save Time lets you sign up for online Bill Pay via the app. It will not
display if you already have this option activated.
INSTALLING THE APPApple iPhone (iOS7 or higher) or Android smartphone (4.0.3 or higher)
• For Apple – Access iTunes or the App Store and search for My BHN app.
• For Android – Access Google Play or Android Market and search for My BHN app.
• Tap on the My BHN icon and the app will install automatically.
LOGGING INTO THE APP WITH YOUR MY SERVICES ACCOUNT • Launch the app and the login page will display.
• Accept the End-User License Agreement and Notice.
• Log on using the same username and password from your My Services account.
• Use the Forgot Username Or Password to retrieve this info if needed.
• Select Log Out to return to the login view. This is on the Account Tab for iOS and under the 3-dot
menu for Android.
NOTE: Returning to the Home page will not automatically log you out of the app.
REGISTERING FOR MY SERVICES VIA THE APP • Select My Services Registration from the login page.
• Follow the prompts to enter your email address and zip code for the account address.
2. ONLINE TOOLSAll the tools to manage your services, at your fingertips.
YOUR ACCOUNT
• Manage account settings
• View call detail records
• View past and current statements
• Pay your bill online
• Set up recurring payments
• Change/edit customer information
• Join our Referral Incentive Program
INTERNET
• Log in to a WiFi HotSpot • Access Web Mail
VOICE
• Review incoming/outgoing call history
• Listen, save, delete Voice Mail messages
• Block incoming calls with Selective Call Blocking (See Business Voice section for step-by-step instructions.)
• Adjust phone settings
• Set up Call Forwarding to your mobile phone or alternate landline
• Send/receive texts from your Spectrum Business phone number
NOTE: The tools accessible to you will depend on the services you have.
3. MY BHN APPThe My BHN app is a fast and convenient way to access and manage your Spectrum Business account –
anytime, anywhere from your Apple® or Android™ mobile device.
WITH MY BHN YOU CAN • Register for My Services
• Retrieve My Services username & password
• Manage account features (e.g. password reset)
• View/print billing statements in PDF
• View payment history
• Set up paperless billing
• Make one time/recurring payments
• Receive “payment due” notifications
• View Spectrum Business appointments
• Receive service alerts
• View/Manage WiFi settings
• View quick tutorials
• Easily link to other apps
• View messages in real time
Apple is a registered trademark of Apple Inc. Android is a trademark of Google Inc.
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FOR MORE FAQS AND TROUBLESHOOTING TIPS VISIT SPECTRUMBIZ.COM
• On the Email and Zip Code page, select Business
• On the Account Information page, enter your account number (available on your bill statement).
• On the Username and Password page, enter the username and password you would like to use for
your My Services account.
USERNAME REQUIREMENTS • 5-40 characters
• No spaces
• No special characters
PASSWORD REQUIREMENTS • 8-16 characters
• Letters and numbers only
• Start with a letter
• Contain at least one number
• Cannot match username
• No character repeated x 4
On the Security Questions and Answers page, follow the prompts to select two security questions from a
drop down list, and then provide your answers to the questions. Agree to the terms and conditions of use
to complete My Services registration.
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BUSINESS INTERNET BUSINESS INTERNET
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1. EMAILSETTING UP YOUR EMAIL You will need the following information to set up your email either through an email client account such
as Outlook, or through a web-based email account such as Yahoo, Gmail, etc.
RETRIEVE YOUR EMAIL PASSWORDTo reset a forgotten password for the first time:
• Go to https://mail.brighthouse.com/. The reset tool opens.
• Click Forgot Your Password or BH Password?
• Enter your Email Address.
• Enter the two words displayed, separated by one space. If you can’t read the words click refresh to
generate new words.
• Click Submit. You are prompted to enter your Cable Modem ID, located on the modem itself.
• Enter the Modem ID in the text box, omitting dashes, then click Submit.
• Select a Security Verification Question from the drop down list.
• Provide the answer to the Security Verification Question in the Answer text box.
NOTE: This answer is case sensitive.
• Click Reset Password. Your new password is displayed as a random 8-digit number.
• Record the password.
• Click Self Care Section to log in to Subscriber Self Care. Then enter your new password.
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WINDOWS 7/VISTA • Click the Wireless icon to view the list of available wireless networks.
• Select the wireless network name (SSID) that has the -guest suffix and click Connect.
NOTE: The Guest Access password only works on the Guest network. You will have a separate
wireless security key or password for your main wireless network.
• Open any web browser. You will be directed to the Guest Access login page. Enter the Guest network
password.
MAC OS X® • Click the AirPort® icon.
NOTE: Make sure the WiFi is turned ON.
• Select your wireless network name (SSID) from the list of available wireless networks.
NOTE: The Guest Access password only works on the Guest network. You will have a separate
wireless security key or password on your main wireless network.
• Open any web browser. You will be directed to the Guest Access login page. Enter the Guest network
password.
After logging in, you should be able to access the Internet.
CONNECTING TO WIFI HOTSPOTSBusiness Internet customers have FREE access to more than 450,000 HotSpots nationwide as part of the
CableWiFi Alliance, using their Spectrum Business My Services login.
• If your wireless device does not automatically display your wireless network choices, open your
wireless network options and select Bright House Networks or CableWiFi.
• Open your Internet browser. The Bright House Networks/CableWiFi page opens.
• Under Free WiFi for Spectrum Customers, click Log In.
• Under Spectrum Customer Login, enter your My Services Username and Password.
• Select I agree to the Terms of Use.
• Click Log In. If the Log In Successful page opens, you can browse the Internet.
• If you receive an error message, enter your login information again, and click Log In.
• Once logged in there’s no limit to your wireless Internet time, however after 60 minutes of idle time
you will be automatically disconnected. If this occurs you can log in again.
2. EASY REFERENCE – WIFINote your account information here:
BUSINESS WIFI SSID
BUSINESS WIFI PASSWORD
GUEST WIFI SSID
GUEST WIFI PASSWORD
CIRCLE ONE: GUEST WIFI OR 1 CLICK ACCESS
3. CONNECTING TO BUSINESS WIFIWINDOWS 8/8.1 • On the system tray, click on the Wireless icon.
• Select your Guest network.
NOTE: The Guest Access password is different from that of your main wireless network, unless you
decided to use the same during the setup.
• Click the Connect button.
• You will be directed to the Guest Access login page. Enter the Guest network password.
For password changes and/or support with your WiFi please contact 1-877-824-6249.
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RESETTING YOUR MODEM • Unplug the power cord for 30 seconds, then plug it back in.
RESETTING YOUR ROUTER • Unplug the power cord for 30 seconds, then plug it back in.
• If power cycling both a router and modem, unplug the router first, then unplug the modem.
• Wait 30 seconds then plug the modem back in.
• Wait until the modem has fully initialized, then plug the router back in.
TEST YOUR INTERNET SPEED • Go to speedtest.bhn.net. (Adobe Flash Player required. You can install it at adobe.com.)
• Click Begin Test.
• When the speed test is complete, a speedometer-like image will display your download and upload
Internet speed in megabits per second.
TROUBLESHOOT A SLOW INTERNET CONNECTION • Check to be sure your browser caches aren’t too full.
CLEAR YOUR BROWSER CACHES ON WINDOWS-BASED PC • Access the Control Panel.
• Access Internet Options.
– For Vista, select Network and Internet, then Internet Options.
• Under Browsing History click Delete.
• In the Delete Browsing History window, select Temporary Internet Files and click Delete.
• Click Apply.
CLEAR YOUR BROWSER CACHES ON MAC (SAFARI) • Click Safari in the menu bar.
• Select Preferences.
• In the Preferences window, click the Advanced tab.
• At the bottom of the window, select the Show Develop menu in menu bar checkbox.
• Return to the Safari menu bar and click Develop.
• Click Empty Caches.
• Only one user can log in with the same My Services account at one time. However you can use Business
Internet sub account email addresses simultaneously.
Go to SpectrumBiz.com to find free WiFi in your area. The login process is the same whether the WiFi
area is designated as a Bright House Networks, CableWiFi, public area, or business HotSpot location. You
can also visit SpectrumBiz.com and download the FREE BHN WiFi Finder app to easily locate the WiFi
HotSpots closest to you.
4. BASIC TROUBLESHOOTING
CHECKING YOUR INTERNET CONNECTION • Check to be sure your cable modem hardware connections are snug. Occasionally, these connections
will loosen, or even be disconnected during cleaning or other activity.
• Check the coaxial cable connections at the wall and at the back of the cable modem.
• Check the Ethernet cable, which looks similar to a phone line, and make sure it is securely connected
to the back of the computer and the cable modem.
• If any of these connections are loose, secure them firmly back into their connectors.
• If all your cables are secure, and your connection has not been restored, unplug the modem’s power
cord from the wall outlet and wait 30 seconds. After this time, reconnect the power to your cable
modem. Be sure to unplug the modem from the power source first to avoid damage to the modem.
• If these steps have not restored connectivity, power down and restart your computer.
• If you still do not have connectivity it’s time to give our tech experts a call at 1-877-824-6249.
YOUR EQUIPMENT
1 2 3 4
1. POWER CONNECTION delivers power from wall to modem
2. ETHERNET PORT connects to PC or networking equipment
3. USB PORT not used for Business Voice service
4. COAXIAL CONNECTION connects to wall or splitter
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CLEAR YOUR BROWSER CACHES ON MAC (OPERA) • Click Tools in the menu bar.
• Select Delete Private Data.
• Click the Delete temporary cookies and Delete all cookies checkboxes.
• Click Delete.
If your speed is still slower than it should be, it could be that your equipment does not match your
subscribed Internet speed. Please contact our tech experts at 1-877-824-6249 and they’ll guide you
on what to do next.
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1. STAR* FEATURES AT A GLANCEBUSINESS VOICE FULL-FEATURED LINES
COME WITH THE FOLLOWING STAR (*) FUNCTIONS
REPEAT DIAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .*66
DEACTIVATE REPEAT DIAL . . . . . . . . . . . . . . . . . . . . . . . . . . . .*86
CALLER ID BLOCKING (PER CALL/PER LINE) . . . . . . . . . . . . . . . . *67
CALLER ID UNBLOCKING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *82
CALL RETURN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .*69
DEACTIVATE CALL RETURN . . . . . . . . . . . . . . . . . . . . . . . . . . . .*89
CALL WAITING ID/CANCEL CALL WAITING . . . . . . . . . . . . .*70
CALL FORWARD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *72
CANCEL CALL FORWARD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *73
SPEED DIAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *74
ANONYMOUS CALL REJECTION . . . . . . . . . . . . . . . . . . . . . . . *77
DEACTIVATE ANONYMOUS CALL REJECTION . . . . . . . . . . *87
MONITORED SECURITY SYSTEMSBusiness Voice works with monitored security systems. After your Business Voice service installation,
we advise you to perform a test run of your security system with your alarm company.
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• The feature is activated when the forward-to-line party answers the call.
• If the forward-to-line is busy, or there is no answer to the courtesy call, the feature is not activated
and you will have to repeat the set up procedure.
• To cancel Call Forward press *73 and wait for the deactivation confirmation tone.
NOTE: Call Forwarding can only be activated, or deactivated, directly from the Spectrum Business
line that’s being forwarded, or in My Services.
CALL RETURN • Press *69 to return the last incoming call.
• You will hear an announcement that provides the number of the last incoming call.
• Press 1 to return the call. To deactivate press *89.
CALL WAITING • You’ll automatically be alerted to an incoming call when you are already on your voice line.
• When you hear a special tone, that means you have another call waiting to be answered.
NOTE: When you have a Caller ID-enabled phone, our automatic Call Waiting ID feature will display
the name and number of the party making the incoming call.
• To answer the waiting call, press and quickly release the Receiver or Flash button on your phone.
Your initial call will be on hold.
• To alternate between calls, press and release the Flash or switch hook button. Each call remains
private.
• To end either call, hang up the phone while connected to the call you want to end. The phone will ring.
Answer and you will be connected with your other call.
• To block Call Waiting alerts for the duration of a call, press *70 before placing the call.
YOU WILL NEED CUSTOMER CARE ASSISTANCE TO SET UP THE FOLLOWING FEATURES: • Remote Call Forwarding
• Additional Charges Blocking
• Blocking Inbound or Outbound Calls
• Hunt Groups
Call 1-877-824-6249 and we’ll get you started with these features.
2. ACCOUNT CODESItemize outbound calls and telephone expenses on a per project basis, per department, or per other
special accounts. Codes are up to 9 digits long and assigned per telephone number. Enter the code prior
to each call and it will be automatically logged to that account.
Call Detail records will display the Account Codes for all calls and charges. These can be found online via
My Services. Contact your Account Executive to set up this feature.
3. CALLING FEATURESSELECTIVE CALL BLOCKING • To block incoming calls from up to 30 phone numbers start by logging into My Services.
• Click Manage Business Voice Tools in Voice Services section.
• Select Settings followed by Call Blocking.
• Under Selective Call Blocking check Block calls from select numbers to activate the feature.
• Enter the phone number to be blocked in the Select Numbers field and click Add. Repeat this step to
enter additional numbers. Click Save Changes.
• Blocking and unblocking changes go into effect immediately once saved in My Services.
• Click Hear Message to listen to the pre-recorded message the blocked number caller will hear when
they try to dial in.
ANONYMOUS CALL REJECTION • To block unwanted calls from callers who withhold their caller ID information press *77 and wait for
the confirmation tone. To deactivate, press *87.
• When both Anonymous Call Rejection and Caller ID Blocking per Call (*67) are activated, access to
your Voice Mail will be via the local access number. Voice Mail will not be accessible directly from
your desktop phone when these two features are activated at the same time.
CALL FORWARDING • To forward your calls to a specified number press *72.
• Once you’ve heard 3 short beeps followed by a dial tone, enter the 7 to 10 digit telephone number
where calls are to be forwarded.
• After the confirmation tone, the system will automatically place a courtesy call to the
forward-to-line.
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THREE-WAY CALL WITH CALL TRANSFER • To add a 3rd party to a 2-party call, press Flash or the switch hook. Dial the number to be added.
When the party answers, press Flash or the switch hook to complete the 3-way conferencing.
• To transfer a call to another party, press Flash. Dial the number to be added. When the party answers,
hang up. The 2 callers will be connected.
4. VOICE MAILACTIVATING YOUR VOICE MAIL • Dial the 10-digit telephone number for your phone. At the prompt, enter your temporary PIN plus the
last four digits of your phone number, then press #.
• Select Language. Press 1 for English, or 2 for Spanish.
• Create a recording of your name, which will be heard when retrieving and forwarding messages. At the
prompt, say your name and press #. Press 1 to use the recording, press 2 to listen to the recording, or
press 3 to record your name again.
• Follow prompts to enable PIN skip. Select 1 to enable PIN skip or 2 to leave settings as is.
• Test the Voice Mail set up by dialing the Business Voice number from a mobile phone or another
phone. If the set up is successful you’ll hear your Voice Mail greeting. If the set up is unsuccessful,
you’ll hear “You can’t leave a message. Goodbye.” If this happens, repeat the set up process from the
beginning.
ACTIVATING PIN SKIP • Enter your PIN and press 4 for Mailbox Administration.
• Press 3 for Login options. Press 2 to change Fast Login options.
• Press 2 to access the PIN Skip menu. Press 1 to turn PIN Skip on or off.
• Follow the same steps to re-activate your PIN.
RETRIEVING VOICE MAIL • From your business phone dial *98.
• Enter your PIN, then press #. (This is not necessary if you’ve activated PIN Skip.)
• Press 1 to listen to your messages.
CALLER ID • After the first ring, the name and number of the party calling is shown on the caller ID display of a
caller ID-enabled phone.
• Private or Anonymous means the caller has chosen not to be identified.
• Unknown, Out of Area, or Unavailable means the caller’s voice system does not support Caller ID.
You can also block your own caller ID information one of two ways with Caller ID Blocking
Per Call and Caller ID Blocking Per Line.
• To block your own information when making a call, press *67 before dialing the number.
This will block your caller ID information on that call only.
• For subsequent calls it will be necessary to press *67 each time you dial out.
DIRECTORY ASSISTANCEDial 411 to access directory information. These calls are charged on a per call basis.
Directory Assistance is automatically included with Business Voice service. It can be disabled with
the Block Outbound Calls feature. Contact us at 1-877-824-6249 for assistance with this request.
ENHANCED 911Automatically provides your business name, phone number, and address to 911 emergency dispatchers.
NOTE: Please contact Spectrum Business before moving your modem. This will ensure your Emergency 911
feature remains in place so that responders receive the accurate address in case of an emergency.
REPEAT DIALING • To automatically redial a call after you get a busy signal on the first try, hang up, then pick up the
receiver. When you hear the dial tone, press *66 and hang up again.
• Your phone will ring when your party becomes available and your call will automatically connect.
• To deactivate Repeat Dialing, pick up your receiver and press *86. You’ll hear an announcement that
all outstanding Repeat Dialing requests have been deactivated.
SPEED DIAL • To set up 1-digit dialing for frequently called contacts press *74 to program a number.
• When you hear the stutter tone, select and press a speed dial digit (numbers 2 through 9 are eligible
for use).
• Enter the 10-digit phone number you’d like to program for Speed Dial, pressing 1 first if applicable for
long distance.
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• After the tone, record your reply and press 3.
• Press 1 to send your reply. Press 1 again to confirm standard delivery options.
VOICE MAIL AND MY SERVICESWhen you bundle Business Voice and Business Internet services you can manage your Voice Mail online
through any browser using My Services to listen to your messages, Save/Delete messages, reset your
PIN, and view Voice Mail as email or text.
• Sign in to My Services at SpectrumBiz.com (See the My Services section at the beginning of this guide
for instructions to activate this online account.)
• Scroll down to Voice Services and click on Manage Business Voice Tools.
• The Voice Mail Inbox will display.
• Select the phone line you want to access from the drop down box in the top left hand corner.
VOICE MAIL TO EMAIL & TEXTVoice Mail to Email & Text gives you the ability to receive copies of your voice mails, as well as transcriptions
of those messages to your email and mobile phone, at no additional charge. Follow the directions under
Manage Your Business Voice Tools at My Services to set up this feature.
SPANISH VOICE MAIL PROMPTS • To activate Spanish Voice Mail Prompts log in to your Voice Mail account.
• Press 0 for additional options.
• Press *4 for mailbox settings.
• Press 1 for English or 2 for Spanish.
5. DISTRIBUTION LISTS CREATING A LIST • Enter Voice Mail.
• Press 4 to access the Mailbox Administration menu.
• Press 1 to access the Distribution List menu.
• Press 2 to hear prompts to set up a Distribution List.
• Follow the prompts to enter phone numbers of contacts to be included in this distribution list.
AWAY FROM OFFICE • Dial your 10-digit Business Voice number.
• When your Voice Mail picks up, press *5.
• Enter your PIN.
• Press 1 to listen to your messages.
SAVING/REPLAYING/DELETING VOICE MAILFollow these steps once you’ve listened to a message:
• Press # to save it. (Saved messages are automatically deleted from your system after 30 days.)
• Press 1 to replay it or press 3 to erase it.
RETRIEVING A DELETED VOICE MAILA deleted message can only be retrieved during the same Business Voice Mail session, before you hang up.
• Press *7 until you reach the message you deleted.
• After listening to the message, press # to save it.
REWINDING/ADVANCING VOICE MAIL • To rewind during playback, press 7.
• To advance during playback, press 9.
FORWARDING VOICE MAIL Voice Mail can only be forwarded to other Spectrum Voice numbers (business or residential).
• To forward, press 4 immediately at the end of the message.
• Enter the 10-digit number where you’d like to forward the message, then press #.
• The Voice Mail system will repeat the number. Press # to confirm.
• To add a personal comment, press 1. Record your comment. Press #.
• To forward without a personal comment, press 2.
• Press 1 to complete the message forwarding.
REPLYING TO VOICE MAILThis function is only available for Spectrum telephone numbers (business and residential). Distribution
Lists may be set up to send group messages.
• Press 2 immediately after listening to your message.
• When you hear the prompt press 2 again to verify the action.
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7. BASIC TROUBLESHOOTING
CHECKING YOUR CONNECTION • Check to be sure your cable modem hardware connections are snug. Occasionally, these connections
will loosen, or even be disconnected during cleaning or other activity.
NOTE: Be sure you’re working on your voice modem and not your Internet modem. Resetting
your Internet modem this way could erase the pre-configured settings. If in doubt, please
call us – that’s why we’re here.
• Check the coaxial cable connections at the wall and at the back of the cable modem.
• Check the Ethernet cable, which looks similar to a voice line, and make sure it is securely connected
to the back of the computer and the cable modem.
• If any of these connections are loose, secure them firmly back into their connectors.
• If all your cables are secure, and your connection has not been restored, unplug the modem’s
power cord from the wall outlet and wait 1-2 minutes. Reconnect the power to your cable modem.
Be sure to unplug the modem from the power source first to avoid damage to the modem.
• If these steps have not restored connectivity, power down and restart your computer.
• If you still do not have connectivity it’s time to give our tech experts a call at 1-877-824-6249.
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1. TELEPHONE 1 CONNECTION
2. TELEPHONE 2 CONNECTION
3. USB PORT not used for Business Voice service
4. ETHERNET PORT connects to PC or networking equipment
5. RECESSED RESET BUTTON resets voice modem
6. COAXIAL CONNECTION connects to wall or splitter
7. POWER CONNECTION delivers power from wall to cable box COAXIAL ETHERNET PHONE
EDITING A LIST • Follow steps 1-3 for Creating A List, then press 1.
TO HEAR WHO IS INCLUDED ON AN EXISTING DISTRIBUTION LIST • Follow steps 1-3 for Creating A List.
• Press 3. The system will announce the list of members.
• After announcing each member, the system will prompt you to press 1 to edit the list, or press 2 if you
do not want to make changes.
DELETING A LIST • Follow steps 1-3 for Creating A List, then press 1.
• Press 3 to delete an entire list.
• Follow the prompt and enter the number of the list you wish to delete, then press 3.
• Follow the system prompts to complete the action and return to the main menu.
6. SPECIAL RATES & INTERNATIONAL CALLING Business Voice full-featured lines have the following special rates and international calling options:
There is no charge for calls placed to Canada, Puerto Rico, Guam, US Virgin Islands, and North Mariana
Islands with full-featured lines.
OPTIONS DIAL RATES
Local and national directory assistance 411 $1.20/call with completion
International directory assistance $9.50/call
Person-to-person calling $15.00/call + $1.40/minute
Station-to-station calling $7.95/call + $1.40/minute
Third Party billed Collect calls (calls not billed to Spectrum) 0 Third party rates apply
All other operator assisted calls $0.50/call
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NO DIAL TONE • Press and quickly release the reset button located at the back of the modem.
• Wait one minute, then check for dial tone.
• If you still do not have a dial tone you’ll have to reset your voice modem.
RESETTING YOUR VOICE MODEM • Unplug your modem’s power cord.
• If the modem light is off, go ahead and plug the power cord back in.
• If the modem light remains on, remove the battery from the back of the modem.
• Plug the power cord back in to the modem, then reinsert the battery.
If you are also using your own router as well as a Spectrum Business modem, follow these steps:
• Unplug the router.
• Complete the reset steps for the modem.
• Wait 30 seconds, then plug the router back in.
POWER OUTAGE/BATTERY BACKUPYour Spectrum Business Voice service comes with a battery backup to ensure your service remains up
and running should there be a power outage. This battery backup works with your voice service only.
If you have Internet with us, it will reactivate when power is restored.
CONSIDERING A MOVE?You can keep your existing phone number as long as your move keeps your business within our
serviceable area.
IMPORTANT: Please contact Spectrum Business before moving your modem to a different
address. This will ensure your Business Voice service continues uninterrupted. It also ensures our
Emergency 911 feature remains in place so that responders receive the accurate address in case of
an emergency.
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VIDEO SOURCE Use in TV mode to change TV input
DEVICE MODES Selects the device to be turned
ON/OFF or controlled
DIGITAL GUIDE To search for and
to record programs
SETTINGS Settings quick display
SELECT Selects highlighted
screen option
VOLUME Volume Up/Down
MUTE Sound ON/OFF
ON DEMAND Takes you to Movies On Demand
POWER Power ON/OFF
CBL Cable mode
PROGRAM INFORMATION Press once for channel banner, twice for more information
NAVIGATION ARROWSPAGE Page Up/Down
A — Main Menu B — Find Shows C — Exit D — Unavailable
CHANNEL Channel Up/Down
LAST Returns to last channel viewed
DVR FUNCTIONS Instant Replay
Rewind in 3 speeds Play Stop
Go to Live TV Recordings List Fast Forward in 3 speeds Pause Record
ASPECT Zoom and stretch HD (HD only)
PIP FUNCTIONS PIP ON/OFF
Swap main screen
Move PIP screen PIP Channel Up/Down
FIND OUT WHAT’S ONBusiness TV Premier service includes an on-screen guide to find out what’s on. Click on Guide
on your remote to access it. Click again to exit the function and return to your programming in
full screen.
For Basic and Standard service you can visit SpectrumBiz.com to access the latest channel lineup
and programming information for your area.
For tips on using your specific remote or to download a
user manual for your remote, visit SpectrumBiz.com.
1. YOUR REMOTE
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TV VCR
DVD AUX
2. BASIC TROUBLESHOOTINGRESETTING YOUR CABLE BOX Unplug the power cord for 5 to 10 seconds, then plug it back in. Once the time display returns to the box,
the reboot is complete.
WHAT TO DO WHEN YOUR CABLE ISN’T WORKING • Power the TV and cable box on and off.
• If they aren’t receiving any power, check the power cables to be sure they’re securely connected.
• If the power outlet is controlled by a wall switch, make sure the switch is in the ON position.
• If the devices are receiving power, ensure that all wires are securely connected, including the coaxial
cable and any audio or video cables.
• If you have moved your converter to another location, move it back to the original installation outlet.
NOTE: Your Business TV services are set up to work on the outlet on which they were originally installed.
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1. COAXIAL CABLE IN connects to wall or splitter
2. COMPONENT INPUT connects component input on TV
3. COAXIAL CABLE OUT connects to cable input on TV
4. IR PORT not used for Business TV service
5. OPTICAL AUDIO OUT connects to external digital input
6. HDMI OUTPUT connects to HDMI input on TV
7. ETHERNET PORT connects to PC or networking equipment
8. USB PORT not used for Business TV service
9. POWER CONNECTION delivers power from wall to cable box
PROGRAMMING YOUR REMOTE Before your remote can be used to operate your TV, DVD Player, VCR, and other devices, it must be programmed
with the correct codes. You can search through the code library for a valid code one of two ways.
METHOD #1 • Turn on the selected device (TV, VCR, DVD player).
• Press and hold Select and the appropriate mode key (CBL, TV, VCR, or AUX) until all four of the mode
keys blink twice. For example, to search for a TV code, press and hold Select and TV at the same time.
• Enter the code 991 slowly. The mode key you selected in step 2 will blink twice.
• Point the remote toward the device. Press Play once and then position your finger on the select key,
but do not press it. The remote will automatically test each code in its library, beginning with the most
common codes. The mode key blinks once each time the remote transmits a new code. The mode key
blinks twice when it reaches the last code.
• Immediately when the device powers off, press Select.
Verify the new code is correct by pressing Power. If the device powers on again, press Select to lock in the
code. If the device does not power on, perform the following steps:
• Turn the device on.
• Press Channel Up/Down to move forward or backward one code at a time.
• When the device turns off, press Select to choose the code.
METHOD #2 • Press and hold Select and the appropriate mode key (CBL, TV, VCR, or AUX) until the mode keys blink
twice. For example, to search for a TV code, press and hold Select and TV at the same time.
• Enter the code 991 slowly. The selected mode key blinks twice.
• Press 1, then count how many times the mode key blinks. The number of blinks indicates the first digit
in the code. For example, 4 blinks indicate the first digit in the code is 4. If the mode key does not
blink, the digit is 0.
• Press 2, then count how many times the mode key blinks to find the second number in the code.
• Press 3, then count how many times the mode key blinks to find the third number in the code.
• Press 4, then count how many times the mode key blinks to find the fourth number in the code.
After all four numbers in the code are identified, all mode keys blink three times.
RECORD YOUR CODES FOR FUTURE REFERENCEAfter searching for the codes, record them in the event you need to reprogram your remote.
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• Ensure the TV is tuned to the proper input for your connection method. For example:
– If you are connecting with only coaxial cable, the TV may need to be set to channel 3 or 4.
– If you are using video cables such as HDMI or component cables, your TV must be tuned to an
input such as Video 1 or HDMI.
• Reboot your cable box by unplugging the power cord for 5 to 10 seconds and then plugging it back in.
• When the time is displayed on the front of the cable box, turn it back on.
CHANGE/ADD TO YOUR PROGRAMMINGYou can change or add programming, upgrade from Basic to Standard to Premier, at any time.
We’ll make it happen, quickly and easily. Simply give us a call 1-877-424-9246.
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1. SUPPORT – WE’RE HERE TO HELP
FOR TECH ASSISTANCECustomer Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-877-824-6249
TO ADD/CHANGE SERVICESSales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-877-424-9246
YOUR ACCOUNT EXECUTIVE
ONLINE RESOURCES
Visit SpectrumBiz.com for product info, video tutorials, and more.
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2. UNDERSTANDING YOUR BILL
•1 Statement Date, Account Number and Security Code in upper left corner of each page.•2 How to reach us.•3 At a glance: your charges, payments, and credits for this bill.•4 Payment due date.
•5 Payment coupon for your convenience. Simply tear it off and mail.•6 Important messages, reminders and offers. You’ll find special events, savings opportunities, news, and promotions.•7 Be sure our address shows in the return envelope window.
•8 Itemized details of transactions during this period•9 Adjustments showing any additional credits or fees applied.•10 Required telecommunications Taxes, Fees, and Charges. For information, please see the Billing Information section of your bill.
•11 Broadcast TV Surcharge – A pass through reflecting charges assessed to Charter by the local broadcasters, or local “network affiliated” TV stations.•12 Partial Monthly Charges from the date your services started through the first date of your regular billing period.
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©2016 Charter Communications. Restrictions apply. Serviceable areas only.
3. INDEXMY SERVICES1) Activating Your Online Account . . . . . . . . . . . . . . . 72) Online Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 – Your Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 – Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 – Voice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83) My BHN app . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 – With My BHN You Can . . . . . . . . . . . . . . . . . . . . 8 – My BHN Dashboard . . . . . . . . . . . . . . . . . . . . . . . 9 – Installing the App . . . . . . . . . . . . . . . . . . . . . . . . 9 – Logging Into the App . . . . . . . . . . . . . . . . . . . . . . 9 – Registering for My Services Via the App . . . . . . . 9 – Username Requirements . . . . . . . . . . . . . . . . . . 10 – Password Requirements . . . . . . . . . . . . . . . . . . 10
BUSINESS INTERNET1) Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 – Setting Up Your Email . . . . . . . . . . . . . . . . . . . . .13 – Retrieve Your Email Password . . . . . . . . . . . . . . .132) WiFi Easy Reference . . . . . . . . . . . . . . . . . . . . . . . 143) Connecting to Business WiFi . . . . . . . . . . . . . . . . 14 – Windows 8/8.1 . . . . . . . . . . . . . . . . . . . . . . . . . 14 – Windows 7/Vista . . . . . . . . . . . . . . . . . . . . . . . . .15 – Mac OS X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 – Connecting WiFi HotSpots . . . . . . . . . . . . . . . . .154) Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . .16 – Your Equipment . . . . . . . . . . . . . . . . . . . . . . . . . .16 – Checking Your Internet Connection . . . . . . . . . . .16 – Resetting Your Modem . . . . . . . . . . . . . . . . . . . .17 – Resetting Your Router . . . . . . . . . . . . . . . . . . . . .17 – Test Your Internet Speed . . . . . . . . . . . . . . . . . . .17 – Troubleshoot a Slow Internet Connection . . . . . .17 – Clear Your Browser Cache on Windows . . . . . . .17 – Clear Your Browser Cache on Mac . . . . . . . . . . .17
BUSINESS VOICE 1) Star(*) Features at a Glance . . . . . . . . . . . . . . . . . .212) Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 223) Calling Features . . . . . . . . . . . . . . . . . . . . . . . . . . 22 – Selective Call Blocking . . . . . . . . . . . . . . . . . . . . 22 – Anonymous Call Rejection . . . . . . . . . . . . . . . . 22 – Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . 22 – Call Return . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 – Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 – Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
– Directory Assistance . . . . . . . . . . . . . . . . . . . . . 24 – Enhanced 911 . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 – Repeat Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . 24 – Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 – Three-Way Call with Call Transfer . . . . . . . . . . . 254) Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 – Activating Your Voice Mail . . . . . . . . . . . . . . . . 25 – Activating PIN Skip . . . . . . . . . . . . . . . . . . . . . . 25 – Retrieving Voice Mail . . . . . . . . . . . . . . . . . . . . . 25 – Away From Office . . . . . . . . . . . . . . . . . . . . . . . 26 – Saving/Replaying/Deleting Voice Mail . . . . . . . 26 – Retrieving a Deleted Voice Mail . . . . . . . . . . . . 26 – Rewinding/Advancing Voice Mail . . . . . . . . . . . 26 – Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . 26 – Replying to Voice Mail . . . . . . . . . . . . . . . . . . . . 26 – Voice Mail and My Services . . . . . . . . . . . . . . . 27 – Voice Mail to Email & Text . . . . . . . . . . . . . . . . . 27 – Spanish Voice Mail Prompts . . . . . . . . . . . . . . . 27 5) Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . 27 – Creating a List . . . . . . . . . . . . . . . . . . . . . . . . . . 27 – Editing a List . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 – Who’s Included on an Existing List . . . . . . . . . . 28 – Deleting a List . . . . . . . . . . . . . . . . . . . . . . . . . . 286) Special Rates and International Calling . . . . . . . . 287) Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . 29 – Your Equipment . . . . . . . . . . . . . . . . . . . . . . . . . 29 – Checking Your Connection . . . . . . . . . . . . . . . . 29 – No Dial Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 – Resetting Your Voice Modem . . . . . . . . . . . . . . 30 – Power Outage/Battery Backup . . . . . . . . . . . . . 30
BUSINESS TV1) Your Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 – Programming Your Remote . . . . . . . . . . . . . . . . 34 – Remote Codes Easy Reference . . . . . . . . . . . . . 352) Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . 35 – Your Equipment . . . . . . . . . . . . . . . . . . . . . . . . . 35 – Resetting Your Cable Box . . . . . . . . . . . . . . . . . 35 – What To Do When Your Cable Isn’t Working . . . 35
NEED TO KNOW1) Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392) Understanding Your Bill . . . . . . . . . . . . . . . . . . . . 40
