All FAQs
FAQ Categories
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All Account and Billing FAQs
Billing
- Can I view my bill online?
- When does my cable bill arrive in the mail?
- Why does TWC bill one month in advance?
- How do I read my statement?
- What if I am late paying my bill? Do I get a late fee, if so when?
- Why doesn’t my last payment show on my bill?
- Why is my bill more (or less) than usual?
- Can you further explain the "Partial Month" line on the bill?
- What do I do if I want to change the name on my TWC bill?
- Can I have my bill sent to another address instead of the service address?
- If I have a roommate, can they be billed separately for their service?
- Do I get billed separately for each Time Warner Cable service I subscribe to (TV, Phone, Internet)?
- I lost my current statement; where do I mail my payment?
- Is there a deposit required to get TWC service?
- Why do I pay more than my neighbor when we have the same service?
- Is there a senior discount available in my area?
- What are your current promotions?
- I am not currently a Time Warner Cable customer. How do I order service?
- Where can I view the status of my payment?
- What is seasonal status? And how do I switch to seasonal status?
Cable Theft
Moving or Transfer of Service
- I am moving and would like to transfer my Time Warner Cable service to my new address.
- I am moving out of state at the end of this month. However, my roommate is staying and would like to have the cable transferred to her name. How do we go about doing this?
- Is there a charge to transfer my service?
- What if I am moving to another Time Warner Cable area and want to transfer my service?
- When I transfer my service, am I able to transfer the account to my spouse's name at the new location?
- I am a Time Warner Cable customer moving to another Time Warner Cable area, will my Price Lock Guarantee contract transfer with my service?
- What happens if my new address is not in a Time Warner Service area?
- How do I make changes to my Time Warner Cable service?
- How do I cancel my Time Warner Cable service?
MyServices
- What is MyServices?
- How do I register for MyServices?
- What does MyServices include?
- How do I sign in to MyServices?
- How do I set up a TWC ID?
- What if I forgot my Time Warner Cable Username or Password?
- Will I need my Customer Code in order to complete my registration?
- How do I find my customer code, if I am a Paperless Billing customer?
- How can I get my customer code if I don’t have a paper or paperless bill handy?
- Why do you need my email address to register for MyServices?
- I didn’t enter my customer code; will I be able to enter it later?
- How long do I have to complete registration after providing my email address?
- How do I verify my account after I sign in?
- I have Limited access to MyServices. What features will I be able to see?
- I have Full access to MyServices. What features will I be able to see?
- What browsers are supported with MyServices?
My TWC App
- What can I do with the My TWC app?
- Where do I download the My TWC app?
- What devices is the My TWC app available for?
- How do I login to the My TWC App?
- If I don’t have a TWC ID, where can I get one?
- What are my payment options if I want to pay my bill using the My TWC app?
- Is there a cost to download the My TWC app?
- Can I add numbers from the VoiceZone call log to my cellular address book?
- If I call a number from my VoiceZone Call history, what number appears on caller id?
- Why are names appearing in my VoiceZone calling history instead of phone numbers?
Payment Options
- How can I pay my bill? What are my bill payment options?
- Can I make a payment at any TWC location?
- Can I view my bill online?
- Can I pay my bill automatically with my bank account or credit card?
Policies
- Does Time Warner Cable have seasonal/vacation hold?
- What is the On-Time Guarantee?
- What is your disconnection policy?
- What is your Money Back Guarantee?
- Am I on a contract with my Time Warner Cable services?
- What if a Time Warner Cable technician accidentally breaks or damages my equipment?
- What do I do if my home is burglarized and my Time Warner Cable equipment is stolen?
SignatureHome
- What features are available with SignatureHome™?
- What is SignatureHome™?
- How is SignatureHome™ different from Time Warner Cable’s other products and services?
- How do I get SignatureHome™?
- Can I manage my SignatureHome™ products and services online?
- If I am already a Time Warner Cable customer, how do I get SignatureHome™?
- What is a Personal Solutions Advisor?
- How do I contact a SignatureHome™ Personal Solutions Advisor?
- Is my Personal Solutions Advisor available 24x7?
Time Warner Cable Mobile Site
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All Digital Cable FAQs
3DTV
- I purchased a “3D-Ready” TV a year or two ago. Will it work with 3D content?
- What do I need to see any content that is released in 3D?
- Will any of my current home theater equipment work with 3DTV?
- Where do I purchase these new 3D glasses?
- Will all Time Warner Cable Customers be able to view 3D content?
- Are there specific brands of 3DTV’s that are compatible with 3D?
- Will all HD set-top boxes be able to receive 3D content?
- When will Time Warner Cable make 3DTV more widely available?
- If 3D content will be limited initially, why should I buy a 3D-Ready HDTV now?
- Will 3D products be expensive?
- How do the 3D glasses work?
- Can everyone see 3D entertainment?
- Can I watch 2D movies and TV shows in 3D?
- What will I see if I tune to 3D programming and I don’t have a 3DTV?
- How do I set up my TV system to watch in 3D?
- What do I need to do to obtain access to view 3D?
- Where can I get additional help for 3DTV?
Before You Buy
- Is Digital Cable available in my area?
- Do you have to sign a contract for the Digital Cable, and is there a fee for canceling the service?
- What is Digital Cable?
- How many TV sets can I connect to Digital Cable?
- If I am a basic cable subscriber do I have to upgrade to Digital Cable?
- Do I need a digital TV set to receive Digital Cable?
- Can I have Digital Cable Service and Satellite Service at the same time?
- Do CableCARD-equipped devices provide access to Time Warner CableParental Control features?
CableCARD
- What is a CableCARD?
- Can I purchase a CableCARD and, if so, where?
- Can I have more than one CableCARD?
- If I have a Digital Cable Ready TV that is equipped with a CableCARD and I move, can I take the CableCARD with me?
- If I already have a CableCARD in my television set and I buy a new Digital Cable Ready CableCARD-compatible device (e.g., a DVR), can I use the CableCARD from my TV in that new device?
- How much will I be charged to use a CableCARD?
- I don’t see bundle offers with a CableCARD? What is available and how do I order?
- If I have a CableCARD, do I still need my digital set-top box to get Digital Cable?
- Do CableCARD-equipped devices provide access to Time Warner Cable Parental Control features?
- Will I still get Movies On Demand and Pay-Per-View with a CableCARD?
- Will I still get the Music Choice channels with a CableCARD?
- Will I still get the interactive guide with a CableCARD?
- If I have a cable-ready HDTV set, do I need a CableCARD or special HD set-top box to view HD programming?
- Will a CableCARD work in my cable-ready television?
- Can I install a CableCARD into my TiVo Series3, TiVo HD, or TiVo HD XL DVR by myself?
- Why can't I view some channels on my TiVo Series3, TiVo HD, or TiVo HD XL DVR using a CableCARD?
- What is tru2way?
- What are the advantages of owning a Tru2way® device?
- What kinds of consumer electronics devices are planned for tru2way certification?
- Are CableCARDs still needed to support tru2way devices?
- Can I upgrade my customer-owned device to be tru2way capable?
Cable Service Troubleshooting and Service Problems
- How do I reboot my cable set-top box?
- How do I fix reception problems on my TV?
- What should I do if I'm not getting a picture when I order Movies or Premiums On Demand?
- What should I do if channels are missing?
- What should I do if the sound is in a different language or distorted?
- Whenever I select a Movie On Demand, I press the play button but the VCR or DVD button lights up and the movie doesn’t play. How do I fix this?
- What happens if my cable equipment needs repair?
- Does Time Warner have a 24-hour repair line available?
- What if only one TV is not working?
- If my cable set-top box is broken, may I exchange it at a Time Warner office?
- What if I have no sound only on one TV?
- My set-top box is flashing 8's. What should I do?
- Why am I continually getting a "One moment please" message on some channels?
- What should I do if one of my DVR buttons is not working or if a Movies On Demand program does not appear on the correct channel?
- What should I do if my remote control is not working?
- What should I do if a channel is blank?
- What should I do if there is no picture on multiple channels?
- What should I do if the picture is pixilating, freezing or tiling?
- What should I do if the picture appears snowy?
- What should I do if I am not getting HD?
- What should I do if all my channels are out?
- What should I do if I am getting poor reception?
- What should I do if I my picture does not fill my screen?
- Why can’t I order Pay-Per-View programming?
Caller ID on TV
- Can all customers who subscribe to Digital Home Phone get the Caller ID on TV feature?
- How can I remove the Caller ID alerts from my TV screen?
- Will calls be logged to the Received Calls list if my Caller ID is turned off?
- Will my Caller ID on my TV interfere or affect the traditional Caller ID on my phone?
- Will the Caller ID displayed on my TV be recorded if I am recording a program at that time?
- Are all customers that subscribe to TWC Digital Home Phone eligible for the new on-screen Caller ID feature?
- How can I make the Caller ID call alert display disappear off the TV screen?
Clips and Extras
- What are Clips and Extras?
- What can I see on Clips and Extras?
- How do I know if I have Clips and Extras?
- How do I access Clips and Extras?
- What networks have Clips and Extras?
- When will Clips and Extras be available?
- Is there an additional cost for Clips and Extras?
- Will watching Clips and Extras interfere with the program I’m currently watching?
- Can I rewind Clips and Extras?
- What happens on the TV when a Clips and Extras finishes running?
Closed Captioning
- What is Closed Captioning?
- How do I turn Closed Captioning on or off?
- Can I change my settings so that Closed Captioning appears only when mute is on?
- What should I do if I am experiencing issues with Closed Captioning?
- Who should I contact if I have previously submitted a Closed Captioning concern?
- Can I receive Closed Captioning in Spanish?
DVR (Digital Video Recorder)
- What is a Digital Video Recorder (DVR)?
- What is the difference between a DVR and a TiVo?
- Do I have to buy any DVR equipment?
- How many hours of programs can I record with a DVR?
- Do I have to sign a contract or pay a cancellation fee for a DVR?
- Can I use my VCR/DVD player with a DVR?
- Can I pick up a DVR at any Time Warner office?
- Does a DVR-enabled set-top box cost more than a digital cable set-top box?
- Where can I find DVR user manuals?
- Do I need Digital Cable to get DVR?
- Can I record from my DVR to my VCR or recordable DVD player?
- Do I have control over setting DVR program recording priorities?
- Can I use DVR on all the TVs in my home?
- What does a DVR do?
- Does DVR service tie up my phone line?
- Why am I unable to record programming with my DVR? Do I have enough disk storage space?
- Can I use the Navigator remote to fast forward or rewind through On Demand programming in 15-minute increments?
- How do I use the fast forward (FF/SKIP) and rewind (RR/JUMP BACK) features?
- How do I record my favorite series using DVR Manger?
- How do I record programs on a specific channel for a pre-determined block of time?
- How do I adjust the recording start and stop times for a scheduled DVR recording with the Navigator?
- How do I verify my show is being recorded or has been purchased?
- How do I know if there is a conflict?
- What should I do if my DVR is not working?
DVR Manager
HBO GO
- What is HBO GO?
- What is MAX GO?
- How do I access HBO GO or MAX GO?
- What are the minimum system requirements to access HBO Go or Max Go on my device?
- Is there a cost to view content on HBO GO or MAX GO?
- Is the content on HBO GO different from HBO on my TV?
- Are shows on HBO on my TV available on HBO GO at the same time?
- What kind of programming does MAX GO offer?
- How many hours of programming will be available on HBO GO or MAX GO?
- How frequently will HBO GO or MAX GO content be updated?
- How long are HBO GO or MAX GO shows/movies archived?
- Do I need a video subscription to view HBO GO or MAX GO content?
- What do I need to access HBO GO on my Xbox 360? Can I use my Kinect?
- What is the difference between the HBO/MAX GO ID and the TWC Username and Password?
- What is a Watchlist and how does it work?
- How do I activate or pair HBO GO on an Internet Connected TV device (e.g., Roku or Samsung Smart TV)?
- Which Roku devices can I use to access HBO GO?
- Can I use the HBO GO mobile app over a WiFi or 3G network?
HDTV
Look Back
- What is Look Back®?
- Is Look Back® available for all channels?
- How do I start a Look Back® program?
- Are Look Back® programs available at all times?
- How does Look Back® differ from Start Over®?
- What are the benefits of Look Back®?
- Is Look Back® available for everyone?
- Will Look Back® cost more?
- How much does Look Back® cost?
- How will having Look Back® benefit me as a customer?
- Can I restart all my favorite shows with Look Back®?
- Can I get Look Back® with satellite or with other television providers?
- Do I need a DVR if I have Look Back®?
- Can I watch a program at any time with Look Back®?
- What if I want to restart a show during the broadcast period?
- How many times can I restart a program?
On Demand
- What is On Demand?
- Which free Primetime On Demand and HD Showcase On Demand shows can’t I fast-forward?
- Why can’t I order Pay-Per-View programming?
- Do you offer an On Demand online program guide?
On-Screen Guide
- What is the On-Screen Program Guide?
- What is Parental Controls?
- Why do you block out some programs?
- May I change the color scheme of the Time Warner Cable Navigator™?
Parental Controls
- What can I do to control what my child watches?
- Do you offer Parental Control to non-digital cable customers?
- What Parental Controls are offered to digital customers?
- Is my Purchase PIN the same as my Parental Control PIN? If I modify one does it change the other?
- How can I learn how to use Navigator to activate parental controls?
- What is a V-Chip?
- Where can I find information on program ratings?
- How do I determine if a channel, show or time period is blocked by Parental Control?
- Is there a list of the Blocked Channels and Blocked Ratings I have selected in the Blocking Settings option?
Programming
Retransmission Consent
- What is retransmission consent?
- How are the FCC and Congress involved in retransmission consent today?
- What’s the difference between a broadcast TV network, a broadcast TV station, and a cable network?
- How does retransmission consent affect me?
- How can I help out?
Start Over
- What is Start Over®?
- How do I use Start Over®?
- How do I sign up for Start Over® service?
- Can Start Over® be used on any show on TV?
- How much does Start Over® cost?
- What are the differences between Start Over® and the DVR?
- Will Start Over® work with my DVR?
- Can I disable the Start Over® feature on my TV if I do not want the prompt appearing on my screen?
- Can I restart a program after the on-screen prompt has disappeared?
- Can I use Start Over® at any point during a program?
- If I Start Over® a program, does that mean I will miss the beginning of the show following it?
- If I'd like to request Start Over® service to be available on a channel that currently doesn't have it – who do I contact?
- What television networks does Time Warner Cable have content rights to?
Set-top Boxes and Remote Controls
- How do I reboot my cable set-top box?
- How do I program my cable remote control?
- Are digital set-top cable boxes necessary?
- Do I need a separate digital cable set-top box for each TV?
- If I want additional set-top boxes, can I pick them up in any Time Warner location?
- Who owns the cable set-top box in my home?
- Can I get Dolby Digital sound from my Digital Cable box?
- How do I connect my digital TV and antenna?
- How do I connect my analog TV and antenna with a digital converter box?
- How do I connect my computer with my TV?
- How can I activate my TV as a monitor using Windows XP?
- How can I activate my TV as a monitor using Windows Vista?
- How can I activate my TV as a monitor using Windows 7?
- How can I activate my TV as a monitor using Macintosh?
Switched Digital Video (SDV)
- What is Switched Digital Video?
- What is a Tuning Adapter?
- Why do I need a Tuning Adapter?
- Does the Tuning Adapter work with all models of TiVos?
- Will I continue to get the channels I have now if I don’t get a Tuning Adapter?
- Can I continue to receive your service and choose not to get the Tuning Adapter?
- How do I get a Tuning Adapter?
- Will there be an additional charge on my bill for the Tuning Adapter?
- I have a CableCARD TV. How can I get a Tuning Adapter for my TV?
- Are there any services I won’t be able to get after I have the Tuning Adapter installed?
- Is there any way to receive more channels by just changing the CableCARD I have?
- Can I hook one Tuning Adapter up to more than one device?
- What devices are compatible with the Tuning?
TWC TV App
- What do I need in order to use TWC TV?
- Will I need to purchase any extra equipment from Time Warner Cable?
- How do I sign in or register for the TWC TV app?
- Do I need a TWC ID to log into the TWC TV?
- How many days of programming are available on the TWC TV app?
- Can I use my PayXpress username and password to sign into the TWC TV app?
- Can I use the TWC TV app with my RR Lite or RR Basic service?
- Do I need a TWC wireless router to use the TWC TV app?
- What cable boxes are supported for guide, channel tuning and DVR scheduling using TWC TV?
Whole House HD-DVR
- What is Whole House HD-DVR (Digital Video Recorder)?
- How is Whole House HD-DVR different from regular DVR?
- How do I order Whole House HD-DVR?
Vutopia
- What is Vutopia?
- Who has access to Vutopia?
- How much does Vutopia cost?
- How do I find Vutopia on my TV and my computer?
- How often is programming updated on Vutopia? How long are movies available?
- Is HD video available on Vutopia?
- What are the system requirements to access Vutopia?
- Are my Vutopia account credentials the same as my TWC ID and password?
- How can I view R-rated movie content on Vutopia?
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All High Speed Online FAQs
E-mail Accounts
- What are the SMTP and POP mail servers for Road Runner (needed for email software such as Outlook, Entourage and Thunderbird and wireless handhelds such as Blackberry, iPhone and Treo)?
- How many email mailboxes/accounts am I entitled to?
- How do I create a Web Mail account?
- How do I set up sub-accounts in Road Runner?
- How do I access my Road Runner e-mail?
- Can I access my Road Runner e-mail when I am away from home?
- Are there any e-mail restrictions?
- How do I change my Road Runner password?
- What should I do if I lose my Road Runner password?
- Does Road Runner scan incoming e-mail for viruses?
- How do I retrieve my Road Runner master account username?
- What is Road Runner Web Mail?
- How do I use Road Runner Web Mail?
- How do I access my Road Runner Email on my iPhone and iPad?
Game Console Installation
- How do I connect my game console to the Internet?
- What is an Ethernet cable?
- What is a hub/router?
- Do I need software to set up my Sony PlayStation 2 to run over the Internet?
- Do I need software to set up my Microsoft XBox to run over the Internet?
- Can I use a USB Cable Modem for my game console?
- Where I can get technical support for my game console?
- Can I order a High Speed Online connection for gaming only?
- How do I connect my Sony PlayStation3 to my Road Runner High Speed Internet?
High Speed Online Basics
- Does Road Runner require a phone line? Will it save me money?
- How does Road Runner work?
- Where is Road Runner available?
- How do I get Internet service?
- Do I have to subscribe to cable to get the Road Runner service?
- What features does Road Runner offer?
- Where can I get user guides and additional help on Road Runner?
- Do you have to sign a contract for the Road Runner service, and is there a fee for canceling the service?
- Can I talk on the telephone while using the Internet cable modem?
- Can I watch cable TV while using my Internet cable modem?
- What is Lite Internet?
- How much does Lite Internet cost?
- What is Turbo Internet?
- How much does Turbo Internet cost?
- Is Road Runner available for my business?
- Why should I choose Road Runner High Speed Online for my business?
- Can I access Internet gaming sites through Road Runner?
Internet Cable Modems
- What advantages does Road Runner have over dial-up and DSL services?
- Can I purchase my own Internet cable modem?
- Which cable modems can be used with Time Warner Cable Internet service?
- Am I able to purchase a modem directly from Time Warner Cable?
- Can I get a discount if I buy my own cable modem?
- Can I still purchase my own modem even if I have Time Warner Cable Digital Home Phone modem?
- Do I need a special modem for my Time Warner Cable Digital Home Phone and Road Runner?
- How do I check my Cable Modem ID (MAC Address)?
IPv6
- What was World IPv6 Day?
- What’s an IP address?
- What is IPv6?
- What does an IPv6 address look like?
- What is the difference between IPv4 and IPv6 addresses?
- Why do we need IPv6?
- When will IPv4 run out?
- Why can’t IPv4 just be expanded?
- If we run out of IPv4 addresses, will that mean I will not be able to connect to the Internet?
- What is Time Warner Cable doing to prepare for IPv6?
- Will I be affected when Time Warner Cable changes over to IPv6?
- Will I need to purchase new equipment to support IPv6?
- Will mobile and wireless devices work on IPv6?
- Is there any way for me to check my IPv6 readiness?
- How does the IPv6 Connectivity Check work?
- Will customer-owned devices work with IPv6?
- If I need additional information about IPv6, where can I go?
Moving or Transfer of Service
Parental Control
- What Parental Control does Time Warner Cable Internet offer?
- Does Parental Control block all forms of Internet access? What about AIM or MSN Messenger?
- How much does Road Runner Parental Control cost?
- How do I download Parental Control?
- What are user profiles and how do they work in Road Runner Parental Control?
- Does Parental Control track everyone’s web usage?
- What content can the Administrator control?
Security
- Can other people see what is on my computer hard drive?
- Does Time Warner Cable offer protection from viruses, worms and spyware?
- What are the minimum system requirements to use McAfee AntiVirus?
- Where can I download the McAfee AntiVirus and Family Protection product?
- Can other Road Runner users see the data I send and receive? What about security on the system?
- How secure is Wireless Road Runner/Wireless Home Networking in preventing others from using my access?
- What is Road Runner's policy on blocking customer access to Internet sites or email messages?
- Should I disconnect from the Internet when I'm not using it?
- How do I report a security violation?
- What is Identity Theft?
- How do I report e-mail abuse?
- How can I learn more about Internet Security?
- My computer is sending out spam. How do I block outbound port 25 traffic?
Self-Installation
Service Problems
- What should I do if my connection to the Internet is slow or not working?
- What do I do if I get a new computer?
- Do you offer a live technical chat for Road Runner customers who need help?
- If my modem has no power, may I exchange it in a local office?
- If my cable goes out, does my Internet go out too?
- If I am having problems with my Road Runner Service, where can I get additional online help?
- How do I resolve slow browsing?
Speed
- How fast is Road Runner?
- Is Lite Internet faster than dial up?
- How will multiple users affect the speed of my Internet cable modem?
- How do I upgrade/downgrade my Internet service (connection speed)?
Speed Test
- How is Internet speed measured?
- How do we measure speed?
- What affects speed?
- Where can I find the speed test?
- Why can’t I access the Speed Test?
- I'm on my Time Warner Cable High Speed online account and still cannot access the Speed Test. What should I do?
- How does the Speed Test know where I am?
Web Browsers and Internet Service Providers
- What web browser does Road Runner use? Can I use any browser I want?
- How do I set my home page to Road Runner in Internet Explorer?
- How do I set my homepage in Firefox?
- I currently use an Internet Service Provider. Do I still need that provider in addition to my Road Runner service?
- Is AOL free for High Speed Online customers?
- How do I set up my web browser?
Wireless Road Runner and Wireless Home Networking
- What is Home WiFi?
- How fast is Home WiFi?
- Will choosing the Home WiFi solution affect the speed and/or quality of my Internet connection on any of my computers?
- Is Home WiFi available for Macintosh?
- Does Time Warner Cable offer a wired version of Home Networking?
- How do I sign up for Home WiFi?
- Do I have to buy any additional equipment for Home WiFi?
- What are the system requirements for Home WiFi?
- Can I install Home WiFi myself?
- Do you provide technical support for Home WiFi?
- How many computers can I have connected to one wireless modem?
- What is the range of the wireless cable modem?
- What might interfere with my wireless connection?
- What is the difference between Home WiFi routers and others that can be bought at retail outlets?
- Can I use my own wireless adapters?
- What are the different standards that Time Warner Cable offers? What is the difference between them?
- What is WiFi?
- Is a LAN the same as an Internet home network?
- Where can I get information about deploying a Local Area Network (LAN) in my home?
- What is Road Runner's policy on peer-to-peer File and Print sharing?
- How many computers can I link together?
- Can I share files between my PC and Macintosh on my home network?
- Can I still choose the ISP with high speed cable of my choice or must I buy TWC Internet to get Home WiFi?
- How much does Home WiFi cost?
- Why is my Home WiFi signal weak?
DNSChanger Notification
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All Digital Home Phone FAQs
Billing
- Are there extra charges associated with Digital Home Phone service?
- If I sign up for Digital Home Phone mid-month, will I be charged the entire monthly fee?
- How is Digital Home Phone billed? Separately or with my other Time Warner Cable services?
- Does Time Warner Cable’s 30-day, money-back guarantee apply to Digital Home Phone?
- What if I want to change the name on my Digital Home Phone bill?
- What are the rates for international calls?
- Why am I being charged for International Long Distance calls when I never call outside the United States? (809 area code scam)
- What kind of taxes will I be charged?
- Why am I still receiving bills from my former phone company?
- Will I receive a separate bill for Digital Home Phone service?
- What kind of fees will I be charged?
- Will I be provided with a detailed breakdown of my Digital Home Phone call activity?
Call History
- Why am I being asked to reregister when I use the web to review my Digital Home Phone call history? Why do I have to change my username and password?
- The web page I use to look at my call history looks different. Has the way I review my call history changed?
- Can I create a user profile for other members of my family?
- How do I update my Profile?
- I have already re-registered for the new website how do I change my password?
- How do I change my email address?
- How do I change the security questions for my account?
- Where do I find the phone numbers for my account?
- Where do I find the call detail for my IOP calls?
- How do I access my Call History?
- What options are available for viewing my Call Detail records? i.e. printed at local office, online.
- Is my online call history immediately up to the minute?
- What calls are shown in the online "View my call history"?
- What if I want records of inbound calls or calls not shown here?
- What if the website won't accept the answer to my security question for password reset?
- What do I do if I receive an error?
- My login does not work when I try to access PayXpress what do I do?
E9-1-1
- Can I call 9-1-1 with Digital Home Phone?
- What is Enhanced 9-1-1 (E9-1-1) and what is the difference?
- Do I have to sign up for E9-1-1?
Features
- Digital Home Phone Quick Reference Guide [PDF]
- What are some of the popular calling features?
- How do I cancel Call Waiting?
- How do I use Call Forwarding?
- How do I use Call Waiting?
- How do I use 3-Way Calling?
- Is there a charge for 3-Way Calling?
- How do I use Caller ID?
- Why is the Caller ID name display different than I have seen in the past?
- How do I use Speed Dial?
- How do I use Caller ID Block?
- How do I use Caller ID Restore?
- How do I use Call Waiting Caller ID?
- How do I use Anonymous Call Reject?
- How can I block extra call charges?
- How can I list/unlist my information on the Directory Listing and Directory Assistance Listing?
- How do I use Directory Assistance?
- How do I use some of the popular calling features?
Fraud Prevention
- What is the "809 Area Code Phone Scam"?
- What if my service is changed without my permission?
- What is "Slamming"?
General Questions
- Is there a fee to switch to Digital Home Phone service?
- Who can get Digital Home Phone service?
- How much will I save with Digital Home Phone service?
- What is Digital Home Phone?
- What does Digital Home Phone service from Time Warner Cable offer that my current phone service may not?
- Can I choose my own Long Distance Carrier?
- How do I make a long distance call with Digital Home Phone service?
- Can I make international calls with Digital Home Phone service?
- Is there a phone number I can call or a web site I can visit to learn more about Digital Home Phone service?
- What does Digital Home Phone service offer?
- Why is such an emphasis put on security when I'm trying to get to my information?
- If I need my customer code, where can I find it?
- How do I get phone service?
Installation and Service
- Do I have to buy any additional equipment to use Digital Home Phone?
- Do I have to keep the Digital Home Phone modem in a specific location?
- Do I need to be home for the installation of Digital Home Phone?
- Does Time Warner Cable provide technical support for Digital Home Phone?
- Does wireless Internet service work with Digital Home Phone?
- How long will it take for my Digital Home Phone to be installed?
- How will I know when my Digital Home Phone has been activated?
- What should I do if I cannot be home for my Digital Home Phone installation appointment?
- Should I wait to disconnect my current home phone service until Digital Home Phone installed?
- Can I disconnect my current phone service once Digital Home Phone has been installed?
- If my cable gets disconnected for non-payment, will my phone still work?
- Will my Digital Home Phone work if my electricity goes out or if there is a cable TV outage?
- Who maintains the modem used for Digital Home Phone?
- I was not at home for my Digital Home Phone service installation and now my phone is not working. What should I do?
- Do I need a special phone for Digital Home Phone service?
- Can I use my existing cordless home phone with Digital Home Phone service?
- Will my monitored security system work with Digital Home Phone service?
- Will my Caller IQ phone with Low Cost Routing (LCR) feature (included in some phones made by Sharp, Casio, and Panasonic) work with Digital Home Phone service?
- Will my dial-up Internet Service Provider work with Digital Home Phone service?
- Will Digital Home Phone service work with Home Networking?
- Will my fax machine work with Digital Home Phone service?
- Will my answering machine work with Digital Home Phone service?
- Will my Caller ID display work with Digital Home Phone service?
- Does Digital Home Phone service offer Voicemail?
- Does Digital Home Phone service offer a calling card?
- How do I get phone service?
International OnePrice
- Can I use my calling card for international calls with Digital Home Phone?
- Are Call Forwarding and 3-Way Calling available for international dialing?
- Can I call mobile telephones in other countries using the International OnePrice calling plan?
- What countries are included in the International OnePrice Calling Plan?
- Do I need to subscribe to the International OnePrice calling plan to make international calls?
- How can I check my usage for the International OnePrice calling plan?
- What is the maximum calling time limit for the International OnePrice calling plan?
- How will I know when I have reached the 1,000 minutes threshold for International OnePrice?
- Is there another way to tell how many International OnePrice (IOP) minutes I have used? How frequently is this updated?
Keeping Your Phone Number
Long Distance
- Can I make long distance calls with Digital Home Phone?
- How do I dial an international call with Digital Home Phone?
- What is the benefit of getting unlimited local and long distance calling in the United States and Canada from Digital Home Phone?
- Are calls to U.S. Territories included in Digital Home Phone unlimited long distance calling service?
Moving or Transfer of Services
- Can I move my phone-enabled cable modem from one home to another?
- Is there a charge to transfer my phone number from my current provider to Time Warner Cable?
New Number
- Can I select my phone number?
- Am I able to change my phone number if I don't like the number given to me?
Phone Compatibility
- Do I need a special phone for Digital Home Phone?
- Can I use my existing cordless home phone with Digital Home Phone?
- Will my answering machine work with Digital Home Phone?
- Will my Caller ID display work with Digital Home Phone?
- Will my fax machine work with Digital Home Phone?
- Will my monitored security system work with Digital Home Phone?
- Will Digital Home Phone interfere with my wireless home networking or vice versa?
Porting Number
Private Listing
Product Information
- What is Digital Home Phone and what does it offer?
- How much does Digital Home Phone cost?
- Do I have to subscribe to other services from Time Warner Cable to get Digital Home Phone?
- Is Digital Home Phone a VoIP service?
- Can I connect all the phones in my home to the service?
- Can I use my high speed modem to access the Internet and talk on the phone at the same time?
- What will happen to my DSL service when I switch to Digital Home Phone?
- Will I hear a difference in quality using Digital Home Phone?
- Can I receive collect calls with Digital Home Phone?
- Can I order more than one phone line with Digital Home Phone?
- What is the difference between Home Phone, Digital Phone, and Digital Home Phone?
Second Line Service
- What is Second Line service?
- Will I get all the same calling features with Second Line as I do with Digital Home Phone?
- How much does it cost to add Second Line service?
- How is Second Line installed?
- Can I get Second Line service and keep my regular phone line?
- Can I transfer my current non-Time Warner Cable Second Line over to Time Warner Cable?
- Is Voicemail available with Second Line?
- Can I turn off Caller ID on TV alerts for just one line?
- How will the Second Line interact with Caller ID on TV?
- Can the Second Line directory listing be different from the primary line?
- What if both phones ring at the same time, which call will display on Caller ID on TV?
- What will show in the "Received Calls" history screen on my TV?
- Can I get Digital Home Phone Local on my Second Line?
Troubleshooting and Service Problems
- If my modem isn't working, can I exchange it at my local cable office?
- Who should I call if I have a problem with my Home Phone?
- What if I don't have a dial tone?
- What if my Digital Home Phone is not working correctly?
Voicemail
- Does Digital Home Phone offer Voicemail?
- How do I set up my Voicemail?
- How do I retrieve my Voicemail?
- What is my Voicemail access number?
- Am I able to get more than one Voice Mailbox like I have with my current provider?
- Are there storage limits to Voicemail?
- How long of a Voicemail message can my callers leave?
- How long of a Voicemail greeting may I record?
- How many call-waiting "beeps" will I hear before the call will go to Voicemail?
- How many rings before my calls go to Voicemail?
- Can I listen to my Voicemail messages via the web?
- If I get my Voicemail greeting, can I interrupt it and login to listen to my messages?
- How do I know if I have new Voicemail messages?
- How do I know when I'm close to a full Voice Mailbox?
- I have Caller ID Blocking and Anonymous Caller Reject (ACR), how do I retrieve my Voicemail messages?
- How long are my Voicemail messages kept before being deleted?
- Can callers mark Voicemail messages they leave as urgent?
- How many Voicemail messages can I have?
- I entered my PIN incorrectly three times and now I’m locked out of my Voicemail, how do I get it restored?
- Do I have to use a PIN for Voicemail (PIN SKIP)?
- If I use PIN SKIP will my Voicemail still be secure?
- What is the default PIN for logging into Voicemail?
- What should I select as my Voicemail PIN?
- What Voicemail greetings can I customize?
- What will happen when my Voicemail box is full?
- How can I listen to my Voicemail messages?
- When I’m at home can I dial *98 to access my Voicemail instead of dialing my home phone number?
VoiceZone
- What is VoiceZone™ on PC?
- How does VoiceZone™ on PC help me get more out of my Time Warner Cable Digital Home Phone service?
- Are there features or settings that are only available online?
- What are the minimum system requirements to use VoiceZone™?
- What are the features and benefits of VoiceZone™?
- How do I access VoiceZone™?
- I don’t currently subscribe to Voicemail. Will I be able to use VoiceZone™ on PC?
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All Time Warner Cable IntelligentHome FAQs
IntelligentHome
- What equipment is included with Time Warner Cable IntelligentHome?
- How much does IntelligentHome cost?
- Who provides the professional monitoring of Time Warner Cable IntelligentHome?
- I’m a Time Warner Cable IntelligentHome customer. How do I access the IntelligentHome customer website where I can manage my IntelligentHome service?
- I’m a Time Warner Cable IntelligentHome customer. How do I download the mobile app to my Smartphone?
- Do you have to subscribe to other Time Warner Cable services in order to get IntelligentHome?
- Can IntelligentHome be used for businesses?
- Is there a bundle discount with this service?
- What happens if I trip my panic alarm?
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All Mobile FAQs
Billing and Payment
- How do I pay my bill or see my billing statement online?
- Will my Mobile Internet account be billed with my other Time Warner Cable services?
- Will my bill show me how much data I am using?
Connection Manager
- What is the Connection Manager?
- How do I install the Connection Manager?
- How do I open the Connection Manager?
- I have a new computer, where can I download the Connection Manager?
- What happens when my connection switches between 4G and 3G?
- I cannot connect to the Internet wirelessly via 4G, 3G or WiFi. What should I do?
- How do I track my Internet usage through the Connection Manager?
- Why is the Internet usage in the Connection Manager different from what I see in Mobile Manager?
- I know I recently used the Internet, but I do not see my usage reflected in the Connection Manager. Why is this happening?
Equipment Protection Program
- What is the Equipment Protection Program?
- How much does the program cost?
- How do I make a claim under the Equipment Protection Program?
- Will I have to pay a deductible?
- How do I return a defective device?
- How do I activate my new device on replacement?
- How many claims can I make in one year?
Features
- What is Mobile Manager, and how do I access it?
- What is the Connection Manager?
- Does Mobile Internet include security tools?
Mobile Internet Basics
- How fast is the 4G Mobile network?
- How fast is the 3G network?
- Where can I use Time Warner Cable's Mobile Internet service?
- Will my service work with my VPN?
Mobile Devices
- What kind of mobile devices work with Mobile Internet service?
- What is a Laptop Card?
- What is a Personal Mobile Hotspot?
- Will Time Warner Cable Mobile Internet service work with my Macintosh computer?
- May I use my Laptop Card with other 4G providers?
- Does my mobile device have a warranty?
- How is a Personal Mobile Hotspot different than a home router or Laptop Card?
- What kinds of devices can the Personal Mobile Hotspot connect to?
- Can I control who uses my Internet connection around me when using my Personal Mobile Hotspot device?
Policies and Programs
- Where can I review the Wireless Data Service Agreement and the Terms and Conditions for this service?
- Where can I review the Acceptable Use Policy?
- What happens if I cancel my agreement early?
- What is the Early Termination Fee?
Roaming
Returns and Lost Equipment
- Is my device covered under warranty?
- How do I submit a warranty claim?
- What happens if I lose my device while I am under agreement?
- Will I have to pay the Early Termination Fee if my device is lost or stolen?
Service Plans
- Does my Home Internet Service and Time Warner Cable Mobile Internet service share the same plan?
- I have wireless home networking with my Home Internet service. Will Time Warner Cable Mobile Internet work with it?
- Where can I track my mobile data usage?
- How much am I charged for overages?
Verizon Wireless
- Why has Time Warner Cable teamed up with Verizon Wireless?
- When will the new Verizon Wireless services become available to me as a Time Warner Cable customer?
- What kinds of mobile services will be available to me now that Time Warner Cable is selling Verizon Wireless?
- I am a current Time Warner Cable Mobile Internet customer. What does the agreement with Verizon Wireless mean to me?
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All Equipment and Instruction Manuals FAQs
Remotes
Standard Cable
Digital Cable Boxes
Remote DVR
3DTV
Hookup Diagrams
- Basic Cable-Ready TV Hookup with a Cable Converter
- Basic TV Hookup without a Cable Converter
- Basic TV Hookup with a Cable Converter
- Connecting a Tuning Adapter to your TiVo HD DVR [PDF]
- Connecting existing High-Speed Internet subscribers with game consoles
- HD converter to HDTV and VCR
- HD converter to HDTV
- HDMI Diagram
- HDMI to DVI Connection
- Home Theater Setup
- TV, Stereo, VCR and DVD or Game Console Hookup
- VCR Hookup
- Video Game System Hookup Diagrams
Home Networking
High-Speed Online Modems