| Frequently Asked Questions
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Q: Can
I keep my current phone
number? |
| A: Yes,
in nearly all cases you
will be able to keep your
existing phone number
and receive Digital Phone Service
service from Time Warner
Cable. This means that
you will continue to receive
calls from your family
and friends without having
to notify them of a new
telephone number. We do
need to verify availability
with each phone number. |
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Q: Who
can get Digital Phone Service? |
| A: Any residential customer who resides in a Digital Phone -Time Warner Cable serviceable area can subscribe to Digital Phone service for one low monthly price. Check the service area listing to see if Digital Phone Service is available in your area. |
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Q: How
much will I save with
Digital Phone Service? |
| A: A simple way to know if you will save money is to add your current Local bill and your Long Distance bill together. If the total is more than $49.95 per month, chances are you'll save by switching to Digital Phone Service. If you subscribe to video and high-speed Internet services from Time Warner Cable you'll receive a discount of $10.00 per month and pay just $39.95 per month for Digital Phone Service. Customers who subscribe to Time Warner Cable TV or High-Speed Internet service pay only $44.95 per month. Customers who subscribe to no other Time Warner Cable services pay only $49.95 per month for Digital Phone unlimited local and long distance home phone service. |
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Q: What
is Digital Phone Service? |
| A: Digital
Phone is a multi-feature,
residential phone service
available from Time Warner
Cable. Using Digital Phone Service
is as simple and easy
to use as your existing
phone service from your
traditional phone company,
plus you get all the benefits
of the Digital Phone Service calling
plan including unlimited
local and long distance
calls within the United
States and Canada for
one simple monthly price
as low as $39.95. |
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Q: What
does Digital Phone Service offer
that my current phone
service may not? |
A: Digital Phone offers:
- The ability to call anyone, anytime, anywhere in the United States and Canada as frequently as you like for the one simple monthly price as low as $39.95.
- Popular calling features — Call Waiting, Caller ID, Call Waiting ID, Call Forwarding and more are included at no extra cost.
- The convenience of one bill for local and long-distance service.
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Q: Can
Digital Phone Service replace
my current residential
phone service? |
| A: Yes.
Digital Phone Service offers both
local and long distance
services, and the option
of keeping your current
phone number. Please note
that Digital Phone Service does
not include back-up power
and, as is the case with
a cordless phone, should
there be a power outage,
Digital Phone Service will not
be available until the
power is restored. |
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Q: Can
I disconnect my current
phone service once Digital
Phone has been installed? |
A: Yes.
If you decide to keep
your current telephone
number you will not need
to contact your old provider,
we will do that for you.
You will continue to have
service from your old
provider until the installation
is complete and we inform
them that Time Warner
Cable is providing service.
If you receive a new telephone
number from Time Warner
Cable then it will be
necessary for you to contact
your old provider to disconnect
service. We would recommend
that you do that after
the installation of Digital
Phone so that you are
not without service. |
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Q: Can
I choose my own Long Distance
Carrier? |
| A: By
subscribing to Time Warner
Cable Digital Phone Service you
are choosing Time Warner
Cable to be your Long
Distance Carrier and you'll
receive unlimited long
distance within the United
States and Canada for
as low as $39.95 per month. |
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Q: What
calling features does
Digital Phone Service offer? |
A: Digital Phone offers the most popular calling features at no extra charge:
- Call Waiting, so you never miss an important call
- Caller ID, so you can find out who's calling before you answer
- Call Waiting ID, so you can find out who's calling before you click over
- Call Forwarding allows customers the capability of forwarding his or her calls to an alternative phone line and receive calls forwarded to the alternative line
- Anonymous Call Reject block unwanted calls from callers who restrict sending their caller ID information. Digital Phone customers can block unidentified calls for as long as they choose by activating ACR. When ACR is activated incoming calls from callers identified as "Private", are automatically rejected. Unidentified callers will hear an announcement telling them to hang up, release their caller ID information and then redial the desired telephone number.
- Speed Dial Call frequently dialed phone numbers using one digit dialing.
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Q: Can
I make Long Distance calls
with Digital Phone Service? |
| A: Yes.
The Digital Phone Service calling
plan is as low as $39.95
per month and allows you
to call anyone, anytime,
anywhere in the United
States and Canada for
one simple monthly price.
Calls to international
locations (excluding Canada)
are extra but are billed
at rates competitive with
other major providers. |
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Q: How
do I make a long distance
call with Digital Phone Service? |
| A: There
are no changes to how
you make a long distance
call with Digital Phone Service.
Just dial like you normally
would. Of course, your
long distance calling
is unlimited so you can
call anywhere in the United
States and Canada anytime
of day or night without
worrying about call charges. |
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Q: Can
I use my calling card
for Long Distance calls
with Digital Phone Service? |
| A: Yes,
but you might not have
to use calling cards anymore.
The Digital Phone Service calling
plan includes unlimited
long distance calling
in the United States
and Canada for one simple
monthly price as low as
$39.95, so your calling
card should be used away
from home now! Currently,
TWC does not offer a calling
card connected with Digital
Phone service. |
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Q: Can
I call 911 using Digital
Phone? |
| A: Yes,
absolutely. Safety is
an important consideration
and enhanced 911 service
is provided. Please note
that Digital Phone Service does
not include back-up power
and, as is the case with
a cordless phone, should
there be a power outage,
Digital Phone Service, including
the ability to access
911 services, will not
be available until the
power is restored. |
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Q: Can
I get more than one phone
line with Digital Phone Service? |
A: Yes, Digital Phone 2nd phone line option is available for all customers, who reside in a Digital Phone serviceable area. Digital Phone 2nd phone line service enables customers to have a second distinct phone line in their home and the convenience of one bill for 2 separate phone lines.
Digital Phone 2nd phone line service offers voice capability with all the same features/benefits, including unlimited local and long distance calling within the US, Canada and Puerto Rico, as Digital Phone's primary phone line service offers, PLUS customers receive second phone line for only $29.95 per month.
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Q: Do I have to subscribe
to other services from
Time Warner Cable to get
Digital Phone Service? |
| A: No, customers who are only interested in subscribing to Digital Phone Service from Time Warner Cable can receive the service for one low rate of $49.95 per month.
If you subscribe to video or high-speed Internet service from Time Warner Cable you'll pay just $44.95 per month for Digital Phone Service.
If you subscribe to video and high-speed Internet services from Time Warner Cable, you'll receive a discount of $10.00 per month and pay just $39.95 per month for Digital Phone Service. |
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Q: Who
should I call if I have
an unresolved issue with
Time Warner Cable in reference
to my Digital Phone Service? |
| A: If
you have a question about
your telephone bill or
service, contact Time
Warner Cable at 1-866-489-2669.
If your concern is not
resolved after contacting
a customer service representative,
ask to speak with a supervisor.
If your problem is still
not resolved, you may
contact the consumer hotlines
at the North Carolina
Public Utilities Commission
or at the Federal Communications
Commission. The hotline
staff will review rules
with you, advise you of
your rights, and, if needed,
work with you and the
company to try to resolve
your problem. You may
reach the North Carolina
PUC by calling 919-733-9277
or online at www.ncuc.commerce.state.nc.us/ . You may reach the FCC
by calling 1-888-CALL
FCC (1-888-225-5322) or
online at www.fcc.gov. |
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Q: What
is "Slamming"? |
| A: "Slamming"
is the illegal practice
of changing a consumer's
telephone service - local,
intralata service, or
interlata service (including
state to state, in state
and international long
distance) - without permission. |
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Q: What are the rates for international calls?
A: International telephone rates vary widely by location, depending on whether you are calling someone's landline or wireless phone. When a call connects to an overseas mobile phone, rates are usually much higher than the published rate for a landline. International rates are determined by the country where the call connects and are subject to change without notice. Before calling overseas, especially to a mobile phone number, please click here to see the latest rates so you will not be surprised when your next bill arrives. |
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Q: What
is the Digital Phone Service calling
plan? |
| A: The
Digital Phone Service calling
plan is an unlimited calling
plan that allows you to
call anyone, anytime,
anywhere in the United
States and Canada as frequently
as you like for one simple
price as low as $39.95
per month. The Digital
Phone calling plan also
includes these popular
calling features at no
extra charge: Caller ID,
Call Waiting, Call
Waiting ID and Call Forwarding. |
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Q: How
much is the Digital Phone Service
calling plan? |
A: If you subscribe to Video and High-Speed Internet services from Time Warner Cable you'll receive a discount of $10.00 per month and pay just $39.95 per month for Digital Phone Service. Customers who subscribe to Time Warner Cable TV or High-Speed Internet service pay only $44.95 per month. Customers who subscribe to no other Time Warner Cable services pay only $49.95 per month for Digital Phone unlimited local and long distance home phone service.
Digital Phone's one low flat rate allows you to call anyone, anytime, anywhere in the United States and Canada for one simple monthly price. The Digital Phone Service calling plan also includes many popular calling features, like Caller ID, Call Waiting, Call Waiting ID , Call Forwarding and more at no extra cost. |
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Q: What is the benefit of
getting both local and
long distance service
from the Digital Phone Service
calling plan? |
| A: The
benefit of getting both
local and long distance
service from the Digital
Phone calling plan is
that your monthly phone
bill is one flat rate
as low as $39.95. With
the Digital Phone Service calling
plan, unlike many confusing
phone plans, you can call
anytime and anywhere across
the United States and
Canada and your monthly
plan is still one flat
rate as low as $39.95.
You can talk as long as
you want, and there are
no minutes to track, the
price will always remain
the same. |
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Q: What
should I do if I cannot
be home for my Digital
Phone installation appointment? |
A: If
you will not be home for
your Digital Phone Service installation
appointment, you may designate
a friend or family member
age eighteen or older to act
as a replacement on your
behalf. The individual
you designate will be
responsible for approving
the Digital Phone Service installation
and signing the subscriber
agreement and other important
documents. Call Time Warner
Cable at 1-866-489-2669 to designate a replacement
to act on your behalf.
If you are unable to find
a friend or family member
age eighteen or older to act
as a replacement on your
behalf, it is very
important to call 1-866-489-2669 to reschedule your installation
appointment a minimum
of three business days in advance of your scheduled
appointment. Failure to
notify Time Warner Cable
a minimum of three business
days in advance of your
scheduled appointment
could possibly result
in temporary loss of telephone
service at your home. |
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Q: I
was not at home for my
Digital Phone Service installation
and now my phone is out-of-service.
What should I do? |
A: Contact
Time Warner Cable immediately.
If you have access to
a cell phone or a friend's
phone, call us at 1-866-489-2669.
If you do not have access
to phone or click here to fill
out our online support
form, reporting that your
phone is out-of-service
and need to reschedule
your installation appointment.
Your phone is out-of-service
because without access
to your home the Time
Warner Cable technician
was unable to effectively
complete your installation
and test your Digital
Phone. You must contact
Time Warner Cable in order
to complete your installation
and restore service to
your phone.
If you will be unable
to be home for your next
installation appointment,
please designate a friend
of family member age eighteen or older to act as a replacement
on your behalf. If you
are unable to find a friend
or family member age eighteen or older to act as a replacement
on your behalf, it is very important to call Time Warner Cable
of North Carolina at 1-866-489-2669 to reschedule your installation
appointment a minimum
of three business days in advance of your scheduled
appointment. Failure to
notify Time Warner Cable
a minimum of three business
days in advance of your
scheduled appointment
could possibly result
in temporary loss of telephone
service at your home. |
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Q: Do
I have to keep the Digital
Phone modem in a specific
location? |
| A: YES. If you are a current high-speed Internet customer then the installation will involve switching out your existing high-speed cable modem for a new Digital Phone/ High-Speed Data Service modem. The modem should remain with your computer (and within 3 feet of a phone jack) so that you can use it for high-speed Internet access and your Digital Phone home phone service. If you are not a current high-speed Internet user, the modem will simply need to be placed within 3 feet of a phone jack. |
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Q: How
will I know when my Digital
Phone service has been
activated? |
| A: Your
Digital Phone Service
will be activated at the
time our Time Warner Cable
technician has completed
installation of your Digital
Phone service.
During
installation, your Time
Warner Cable technician
will provide you a Welcome
Kit that summarizes
the calling plan and
features associated
with Digital Phone Service.
When you receive your
Welcome Kit, be sure
to look it over to make
sure you understand
all aspects of the Digital
Phone service. |
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Q: Who
maintains the Digital
Phone modem used for Digital
Phone? |
| A: Time
Warner Cable maintains
the Digital Phone Service modem.
In fact, one of Digital
Phone's greatest benefits
is that Time Warner Cable
automatically upgrades
your equipment to the
latest technology with
the installation of the
Digital Phone Service modem. |
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Q: Do
I need a special phone
for Digital Phone Service? |
| A: No.
No. Any standard, touch-tone phone will work with Digital Phone. It makes no difference whether it is a wall mounted phone or a portable cordless phone. All types of standard, touch-tone phones can be used. Also, answering machines and caller ID display equipment work with Digital Phone service. |
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Q: Will
my monitored security
system work with Digital
Phone? |
| A: Digital Phone Service will work with most monitored security systems. However, please note that Digital Phone Service does not include back-up power and, as is the case with a cordless phone, should there be a power outage Digital Phone Service will not be available until the power is restored. If this is a concern, you can connect a standard analog line from your previous telephone provider to your monitored security system. Time Warner Cable, similar to traditional telephone service providers, does not install, support, or service monitored security systems. Time Warner Cable strongly recommends contacting your security system provider to conduct a test on your alarm system upon completion of your Digital Phone install. |
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Q: Will
my fax machine work with
Digital Phone Service? |
| A: Digital Phone Service does work with most fax machines. Time Warner Cable does advise customers that similar to a standard dial-up connection, there is the potential of losing your fax connection when faxing multiple pages (5 or more pages at once). While these communications may work using Digital Phone Service, Time Warner Cable recommends maintaining a standard analog phone line for the frequent use of fax and dial-up Internet services. Time Warner Cable plans to introduce enhancements and products to support fax and dial-up Internet in the near future. |
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Q: Can
I utilize Caller ID with
Digital Phone Service? |
| A: Yes.
Digital Phone Service offers Caller
ID, as well as Call Waiting
and Call Waiting ID, absolutely
free as part of the Digital
Phone calling plan. To
use the Caller ID features,
however, you must have
Caller ID display equipment
or a phone with Caller
ID built in. |
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Q: How
do I use Call Waiting? |
A: Call
Waiting alerts you when
there's another incoming
call then it allows you
to put the first caller
on hold while you answer
the incoming call.
You will be alerted there
is another incoming call
by a tone you will hear
during an existing call.
When you hear this tone,
simply press and release
the receiver or 'flash'
button. This will put
the first caller on hold
and allow you to speak
to the incoming caller.
To return to the first
call, press and release
the receiver or 'flash'
button again. |
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Q: How
do I cancel Call Waiting? |
| A: You can temporarily deactivate your Call Waiting feature on a per call basis by dialing *70, wait for dial tone and dial your number. |
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Q: Will my dial-up Internet
Service Provider work
with Digital Phone Service? |
| A: Digital Phone Service currently does not support fax or dial-up Internet connections. While these communications may work occasionally using Digital Phone Service, Time Warner Cable recommends maintaining a standard analog phone line for the use of fax and dial-up Internet services. Time Warner Cable plans to introduce enhancements and products to support fax and dial-up Internet in the near future. |
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Q: Will
Time Warner Cable's 30-Day
money back guarantee apply
to Digital Phone Service? |
| A: Yes.
Time Warner Cable is confident
that you'll like the simplicity
of Digital Phone Service. In the
unlikely event that you
do not wish to keep the
service, as with all Time
Warner Cable products,
you're eligible for a
30-Day money back guarantee.
Additional charges for
services incurred during
the first 30-days, such
as calls to international
destinations and operator
assistance calls are independent
of this guarantee. |
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Q: How will Digital Phone Service
be billed? |
| A: Your
Digital Phone Service calling
plan charges will appear
on your Time Warner Cable
bill. Additional charges
for any calls made to
international locations
(excluding Canada), Directory
Assistance and Operator
Services will appear as
line items on the same
bill. Call details are
available online through
"My Account" at the Digital Phone Account site. |
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Q: Will
I receive a separate bill
for Digital Phone Service? |
| A: No.
Digital Phone Service
will appear as a line
item on your Time Warner
Cable monthly statement.
Additional charges for
any calls made to international
locations (excluding Canada),
Directory Assistance and
Operator Services will
appear on additional lines
on the same bill. One
of the greatest benefits
of the Digital Phone Service calling
plan is the convenience
of receiving one bill
for your local and long
distance service along
with your other services
from Time Warner Cable. |
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Q: Are
there extra charges associated
with Digital Phone Service? |
| A: Yes. In addition to Digital Phone's low monthly rate for unlimited calling in the United States and Canada, you will be charged extra, but at competitive rates, for calls international locations (excluding Canada), Directory Assistance and some Operator Services. Digital Phone Voice Mail service is also available for an additional $3.95 per month Call details are available online through "My Account" at the Digital Phone Account site. |
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Q: What
kind of taxes will I be
charged? |
| A: All Digital Phone Service customers will pay state and federal taxes that are similar to what you paid your previous local and long distance providers. Your taxes will be approximately $6.57 per month.
Of course, if you make calls to international locations (excluding Canada), or use Operator Services or Directory Assistance, your taxes will increased based on usage. |
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Q: What
kind of fees will I be
charged? |
| A: All Digital Phone Service customers will pay approximately $2.50 per month in fees. We understand that fees can be frustrating and have made an effort to minimize the fees charged by Digital Phone Service. Many traditional phone companies charge regulatory, state and federal fees in excess of $2.50 per month, so that's additional money you'll be saving by making the switch to Digital Phone. |
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| *Digital Phone Service currently does not support fax or dial-up Internet connections. While these communications may work occasionally using Digital Phone Service, Time Warner Cable recommends maintaining a standard analog phone line for the use of fax and dial-up Internet services. Time Warner Cable plans to introduce enhancements and products to support fax and dial-up Internet in the near future. |
