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All Account and Billing FAQs
Billing
- What are your installation fees?
- When does my cable bill arrive in the mail?
- 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?
- 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 digital phone from other TWC services I receive?
- 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?
- Does TWC have a discounted rate for low-income subscribers?
- Can you further explain the "Partial Month" line on the bill?
- What is an eBill?
- Can I view my bill online?
- How do I read my statement?
- Why does TWC bill one month in advance?
Cable Theft
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 pay my bill automatically with my bank account or credit card?
PayXpress
- What is PayXpress?
- Is there a charge for using PayXpress?
- If I sign up for PayXpress, must I pay my bill online?
- How do I pay my bill online through PayXpress?
- What do I need to register for PayXpress?
- What is a Customer Code?
- Why do I need my Customer Code?
- Where do I find my Customer Code?
- Who should I call if I need assistance with my Customer Code?
- How do I automatically pay my monthly bill statement?
- Why would I want to automatically pay my monthly bill statement?
- How do I stop receiving my paper bill statement each month?
- How does Paperless Billing work?
- If I receive my paperless bill statements online, am I free to change my mind and begin receiving paper bill statements again?
- What is a Recurring Payment?
- What is a One-Time Payment?
- What different ways can I pay my bill online?
- What is reflected in the amount due total on my Pay Bill page?
- Is it possible to view last month’s bill statement online?
- Will I receive an email notifying me that my bill statement is available to view and pay each month?
- How do I stop recurring payments once enrolled?
- Where may I locate a copy of the PayXpress Terms and Conditions?
- Moving? I am moving to a new address, how do I transfer my PayXpress account to my new address?
- Moving and want to order service? I am moving soon and want to order service for my new address. However, the current residents have Time Warner Cable service and the online system will not permit a service to be ordered for an address that already has service. So what do I do?
- How secure is my bill payment and personal information?
- How do I update my credit card, debit card, and bank or savings account information for my Recurring Payment?
- How do I sign into PayXpress?
- How am I able to view my statements online?
- How do I view my statements?
- How long may it take for my request to Go Paperless to go into effect?
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?
- When I transfer my service, am I able to transfer the account to my spouse's name at the new location?
Policies
- 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?
- Does Time Warner Cable have seasonal/vacation hold?
- What do I do if my home is burglarized and my Time Warner Cable equipment is stolen?
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All Cable FAQs
Before You Buy
- What is Digital Cable?
- 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?
- 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?
- 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?
Digital Simulcast
- What is Digital Simulcast?
- Did all Time Warner Cable service areas receive Digital Simulcast?
- Did any of my channel numbers change?
- Did Digital Simulcast affect my Digital Video Recorder (DVR) service?
- Is this Digital Simulcast going to raise subscription costs?
Digital Transition (DTV)
- What is digital television?
- Is DTV the same as Digital Cable?
- Is DTV the same as HDTV?
- What is the digital transition?
- When did the digital transition occur?
- Why did the digital transition happen?
- What are the benefits of digital television?
- If I have cable TV service do I have to purchase a converter box to watch digital television?
- Do I need any new equipment in order to watch new digital television?
- Did all stations end analog broadcast on June 12, 2009?
- Why didn’t my television work after the digital transition on June 12?
- How do I know if I own a digital-TV ready set?
- What is analog television?
- What if I own an analog TV set?
- What is a digital-to-analog converter box?
- If I’m a Basic (analog) cable customer, do I have to sign up for Digital Cable?
- Can I receive a high-definition (HD) picture with a digital-to-analog converter box?
- Did I need to purchase an HDTV set?
- What is the TV digital-to-analog Converter Box Coupon Program?
- Can I still get my coupons?
- How much does a digital-to-analog converter cost?
- Can I buy a digital-to-analog box from Time Warner Cable?
- Where can I buy a digital-to-analog converter box?
- What about my VCR, DVD player and camcorder? Can I use them with an HDTV or DTV set?
- What is the difference between integrated DTVs and HDTV or DTV monitors?
- What about my portable battery-powered analog television? Can I still use it to watch broadcast television?
On-screen Guide
- What is the On-Screen Program Guide?
- Why do you block out some programs?
- What is the Access Menu?
- Why are the program descriptions so short?
- Can I change how long the banners stay up on-screen?
- Can I shrink the size of the banner that interferes with the news/stock price crawl?
- What does "Press Select for Enhanced" mean?
- What is the Time Warner Cable iGuide?
- Does the i-Guide On-Screen guide provide Parental Controls?
- How do I access the main menu for i-Guide?
- How do I use i-Guide to find a specific show?
- How do I view current and upcoming programs with i-Guide?
- Does i-Guide have a Favorite Channels feature?
- How do I record a show or a series using my DVR and i-Guide?
- How do I manage programs recorded using my DVR and i-Guide?
- How do I pause live TV using the i-Guide and my DVR?
- What is the Time Warner Cable Navigator?
- Is Navigator available to Broadcast, Basic and Expanded Cable customers?
- Will the Caller ID displayed on my TV be recorded if I am recording a program at that time?
- Will my Caller ID on my TV interfere or affect the traditional Caller ID on my phone?
- Are all customers that subscribe to TWC Digital Phone eligible for the new on-screen Caller ID feature?
- Will calls be logged to the Received Calls list if my Caller ID is turned off?
- How can I make the Caller ID call alert display disappear off the TV screen?
- Does TWC Navigator™ provide Parental Controls?
- How do I use the TWC Navigator to find a specific show?
- How many days of data are available in the TWC Navigator™ Program Guide?
- What are Alerts?
- What do the different Alert colors signify?
- The Navigator™ seems slower. Can I make it go faster?
- Where is my Time Warner Cable Navigator™ Favorite List (FAV)?
- May I change the color scheme of the Time Warner Cable Navigator™?
- How do I find the Fast Forward (FF/SKIP) and Rewind (RR/JUMP BACK) on the progress bar?
- Will my previous series recording settings transfer to the new TWC Navigator™?
- Will my previously set “adjusted start/end time” settings transfer over to the new TWC Navigator™?
- How do I use the TWC Navigator to search for a show?
- How do I record my favorite series?
- How do I record programs on a specific channel for a pre-determined block of time?
- How long will a program display in the Recording Log?
- How can I access the amount of space left on my DVR?
- Where is the Recording Now icon in the TWC Navigator™?
- How do I adjust the recording start and stop times for a scheduled recording on TWC Navigator™?
- Do I have control over setting program recording priorities?
- How do I verify my program will be recorded?
- How do I know if there is a conflict?
- How does the TWC Navigator™ resolve recording conflicts?
- How do I know my show is being recorded or has been purchased?
- How do I cancel a TWC Navigator™ On Demand and/or Pay Per View program?
- How do I confirm the cancellation of an On Demand or Pay Per View program?
- What is Parental Control?
- Is there a default delete date for the programs I have chosen to record or purchase?
- Which TWC Navigator™ block option is more inclusive?
- How do I determine if a channel, show, or time period is blocked?
- What will I see if a channel block is in effect?
- Is there a list of the Blocked Channels and Blocked Ratings I have selected in the Blocking Settings option?
- Is my Purchase PIN the same as my Parental Control PIN? If I modify one does it change the other?
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?
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?
HDTV Cable Service
- Is there really a noticeable difference between HDTV and regular analog TV?
- What do I need to get HDTV cable service?
- How do I know if my TV is HD-ready?
- Does HDTV cost extra?
- Can I install my HD cable set-top box (i.e. self-install)?
- How do I exchange my digital cable set-top box for an HD or HD-DVR box?
- Can I get non-HD channels with an HD cable box?
- Will all the programs on the HD channels be high-definition?
- Can I get DVR (Digital Video Recorder) for HD?
- Can I get Movies On Demand and Pay-Per-View programming in HD?
- Can you recommend a High-Definition Television set?
HDTV Terminology
- What is HDTV?
- Where can I find a simple explanation of HD terms and acronyms?
- What is the difference between DTV and HDTV signals?
- What is MPEG?
- What does ATSC stand for?
- What does DVI mean? What is HDCP? What is HDMI?
- What does YPbPr mean?
- What is aspect ratio?
- What is data rate? How does it impact video quality?
- What is 480i, 720p and 1080i?
- What is interlaced scanning?
- What is Progressive Scanning?
- What is the difference between various kinds of wires?
HDTV Set-top Box and Connection Cords
- Do I need a separate HD tuner?
- What is the difference between various kinds of wires?
- Can I pick up an HD set-top box in any Time Warner office?
- How do I get surround sound on my HD set-top box?
- What is HDMI?
- Does Time Warner Cable provide the HDMI connection cables?
HDTV Troubleshooting
- What are the Stretch and Zoom functions on my HD set-top box?
- Why is my picture not filling the entire screen?
- What are the thick black bands that border some of the programs I tune into?
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 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 "One moment please message" on some channels?
- What 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?
Caller ID on TV
- Can all customers who subscribe to Digital 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 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?
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 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?
- How can I find out how much memory I have left on my DVR?
- 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?
- 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?
Family Choice
- What family-friendly cable programming is available?
- Why did Time Warner Cable create the Family Choice Tier?
- How did Time Warner Cable determine what networks would be carried on the Family Choice Tier?
- How much does the Family Choice Tier cost?
- Do customers need to subscribe to Digital Cable in order to receive the Family Choice Tier?
- Since you must subscribe to Basic, what if the programming on Basic is not considered suitable for family viewing such as programming on broadcast networks (CBS, NBC, ABC, CW and FOX) and/or leased and public access?
- Why is a digital cable set-top box necessary for the Family Choice Tier?
- Can I order Family Choice on one television set, and other digital services in another room?
- How come CNN Headline News is included in the Family Choice Tier and not CNN, Fox News or MSNBC?
- Why are there no sports networks included in the Family Choice Tier?
- Can any other networks be added to the Family Choice Tier?
- Does the Science Channel carry programs that are not G-rated?
- Will Family Choice customers be able to access On Demand features?
- Can Family Choice Tier customers still sign up for premium networks such as HBO?
iN DEMAND Pay Per View
- How do I order iN DEMAND?
- Do you offer an iN DEMAND online program guide?
- Do I need any special equipment to view iN DEMAND programs?
- If I order an iN DEMAND program, does it come on every TV that has a box?
- I have been trying to call for hours to order a live event and can't get through.
- I missed my event/movie/sport, can I get a copy of the event?
- I ordered a movie and the wrong movie was played. How do I get my money back?
- Is iN DEMAND broadcasting in Dolby 5.1?
- What happens if we order a movie or event and it does not play?
Movies On Demand
- What is Movies On Demand?
- How do I order Movies On Demand?
- What should I do if I get a Movies On Demand error message?
- Do you offer an On Demand online program guide?
- How does Movies On Demand differ from traditional Pay-Per-View?
- How much do Movies On Demand cost?
- How much time will I have to watch a movie?
- What if I don't currently have Time Warner Cable's Digital Cable service?
- Does Movies On Demand offer the same movies as my video store?
- How soon will I be able to see a Movie On Demand after it leaves the theater?
- Can I change the channel while watching a Movie on Demand?
- What kind of equipment do customers need to order Movies On Demand or Premium On Demand?
- Do Movies on Demand offer Parental Control features?
- Where can I find information about Howard Stern On Demand (Howard TV)?
- How often are movie titles added or changed?
- How many Movies On Demand can I buy at one time?
- Are all Movies On Demand close-captioned, or is it only certain releases?
- How do I use Navigator to cancel an On Demand or Pay-Per-View program?
Premiums On Demand
- What is Premiums On Demand?
- How do I subscribe to Premiums On Demand?
- Do I have to have Digital Cable to get Premiums On Demand?
- What is the difference between Movies On Demand and Premiums On Demand?
- How much do Premiums On Demand cost?
- Do I have to buy additional equipment to receive Premiums On Demand?
- Can I use my DVD or VCR to record On Demand programming?
- Can I get this service on every TV in my house?
- Do Premiums on Demand offer Parental Control features?
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?
Music Choice
- What is Music Choice?
- How many Music Choice channels are available?
- Does Music Choice have music videos?
- How does Music Choice On Demand work?
- Why do the images on Music Choice change position at the beginning of each song? Does this prevent TV screen burn in?
- Why do I see Music Choice screens at my friend's house but not mine?
- How do I find the status of a previously placed order I placed on amazon.com?
- In the artist information that appears on my TV screen, I see a number listed. Where can I search for an album using this number? Is this an order number?
- Why are there songs playing on your service that I cannot find online or other retail stores? How can I obtain these CDs?
- Why does Time Warner Cable not carry all of the channels that I see on the Music Choice web site?
- Where can I buy the CDs that I heard on your service?
- Who should I contact regarding store-related inquiries?
- Why does the CD cover say ‘album art not available?
- How often does the information on the screen change?
- Where is the music information on the screen coming from?
- Why doesn't the music information on the screen match with the artist whose song is being played?
- Where can I view the playlists of my favorite Music Choice channels?
- How can I get information about a particular song heard on Music Choice?
- How is the music selected for the Music Choice channels?
- Are the channels on Music Choice censored?
- Can I request a song?
Sports
- Does Time Warner carry an NFL sports package?
- What is MLB Extra Innings?
- What is NHL Center Ice?
- Are NHL playoff games included in NHL Center Ice?
- How many games can I expect to see on NHL Center Ice?
- What is ESPN Full Court College Basketball?
- What is ESPN GamePlan?
- Why is ESPN GamePlan scheduling "subject to change?"
- Why would an ESPN GamePlan game be "joined in progress?"
- What is MLS Direct Kick?
- What is NBA League Pass?
- Why do you black out some programs?
- What payment methods are accepted?
- Am I able to access content on ESPN360.com?
Customer Care Channel
- What is the Customer Care Channel and what are the benefits?
- How much is Time Warner Cable Customer Care?
- Can I access the Customer Care Channel with a basic cable subscription?
- Are the transactions secure?
- Can I make a payment on any TV at home?
- Can I make a payment on a neighbor’s TV?
- Can I pay only a portion of the total amount owed?
- Does this Customer Care Channel generate a receipt or confirmation number?
- What payment methods are accepted?
- What if I want to update or cancel a recurring credit card payment?
- How soon is a payment applied?
- When are recurring payments charged?
- What if there is an error message on the screen?
- Will I still receive a paper copy of my statement through the U.S. mail?
Switched Digital Video (SDV)
- What is a Tuning Adapter?
- What is Switched Digital Video?
- Why would 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?
- 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 TiVo 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 TiVo device?
Transicion Digital (DTV)
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All High Speed Online FAQs
Consumption Based Billing
- What is Consumption-Based Billing?
- What is Time Warner Cable doing?
- What are Time Warner Cable’s plans for testing?
- Does this mean that consumption-based billing will not take place?
- How does this compare with what other network providers are doing?
- Will you really be taking customer opinions into account as you make final determinations?
- How can I voice my opinion on this issue?
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, I-phone and Treo)?
- How many e-mail mailboxes/accounts am I entitled to?
- How do I create a Road Runner e-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?
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?
Internet Cable Modems
- What advantages does Road Runner have over dial-up and DSL services?
- Can I purchase my own Internet cable modem?
- What cable modems can be used with the Road Runner 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 Phone modem?
- Do I need a special modem for my Time Warner Cable Digital Phone and Road Runner?
- How do I check my Cable Modem ID (MAC Address)?
Moving or Transfer of Service
Parental Control
- What Parental Control does Road Runner 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?
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 the Road Runner service?
- Do I have to subscribe to cable to get the Road Runner service?
- What features does Road Runner offer?
- Can I create my own personal home page?
- 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 Road Runner Lite?
- How much does Road Runner Lite cost?
- What is Road Runner Turbo?
- How much does Road Runner Turbo 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?
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 home page 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 setup my web browser?
Security
- Can other people see what is on my computer hard drive?
- Does Road Runner offer protection from viruses, worms and spyware (antivirus/firewall/pop-up)?
- 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?
Self-Installation
Service Problems
- What should I do if I can't connect to the Internet?
- 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?
Speed
- How fast is Road Runner?
- Is Road Runner Lite faster than dial up?
- How will multiple users affect the speed of my Internet cable modem?
- I would like to upgrade/downgrade my Road Runner Package (speed level), how long does it take for this to take effect?
Wireless Road Runner and Wireless Home Networking
- What is Wireless Road Runner/Wireless Home Networking?
- How fast is Wireless Road Runner and Wireless Home Networking?
- Will choosing the Wireless Roadrunner/Wireless Home Networking solution affect the speed and/or quality of my Internet connection on any of my computers?
- Is Wireless Road Runner/Wireless Home Networking available for Macintosh?
- Does Time Warner Cable offer a wired version of Home Networking?
- How do I sign up for Wireless Road Runner?
- Do I have to buy any additional equipment for Wireless Road Runner/Wireless Home Networking?
- What are the system requirements for Wireless Road Runner/Wireless Home Networking?
- Can I install Wireless Road Runner/Wireless Home Networking myself?
- Do you provide technical support for Wireless Roadrunner/Wireless Home Networking?
- How many computers can I have connected to one wireless modem?
- What is the range of the wireless cable modem?
- What are the factors that may interfere with my wireless connection?
- What is the difference between Time Warner Cable's Wireless Roadrunner/Wireless Home Networking 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 Wi-Fi?
- 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 Road Runner to get Wireless Home Networking?
- How much does Wireless Home Networking cost?
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All Digital Phone Service FAQs
Billing
- Are there extra charges associated with Digital Phone service?
- If I sign up for Digital Phone mid-month, will I be charged the entire monthly fee?
- How is Digital Phone billed? Separately or with my other Time Warner Cable services?
- Does Time Warner Cable’s 30-day, money-back guarantee apply to Digital Phone?
- What if I want to change the name on my Digital 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 Phone service?
- What kind of fees will I be charged?
- Will I be provided with a detailed breakdown of my Digital Phone call activity?
Call History
- Why am I being asked to reregister when I use the web to review my Digital 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?
- When I log into call history it won't accept my UserID and Password?
- 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 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
- 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?
- 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?
Fraud Prevention
- What is the "809 Area Code Phone Scam"?
- What if my service is changed without my permission?
- What is "Slamming"?
Installation and Service
- Do I have to buy any additional equipment to use Digital Phone?
- Do I have to keep the Digital Phone modem in a specific location?
- Do I need to be home for the installation of Digital Phone?
- Does Time Warner Cable provide technical support for Digital Phone?
- Does wireless Internet service work with Digital Phone?
- How long will it take for my Digital Phone to be installed?
- How will I know when my Digital Phone has been activated?
- What should I do if I cannot be home for my Digital Phone installation appointment?
- Should I wait to disconnect my current home phone service until Digital phone installed?
- Can I disconnect my current phone service once Digital Phone has been installed?
- If my cable gets disconnected for non-payment, will my phone still work?
- Will my Digital Phone work if my electricity goes out or if there is a cable TV outage?
- Who maintains the modem used for Digital Phone?
- I was not at home for my Digital Phone service installation and now my phone is not working. What should I do?
- Do I need a special phone for Digital Phone service?
- Can I use my existing cordless home phone with Digital Phone service?
- Will my monitored security system work with Digital 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 Phone service?
- Will my dial-up Internet Service Provider work with Digital Phone service?
- Will Digital Phone service work with Home Networking?
- Will my fax machine work with Digital Phone service?
- Will my answering machine work with Digital Phone service?
- Will my Caller ID display work with Digital Phone service?
- Does Digital Phone service offer Voice Mail?
- Does Digital Phone service offer a calling card?
International OnePrice
- Can I use my calling card for international calls with Digital Phone?
- Are Call Forwarding and Three 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?
Long Distance
- Can I make long distance calls with Digital Phone?
- How do I dial an international call with Digital Phone?
- What is the benefit of getting unlimited local and long distance calling in the United States and Canada from Digital Phone?
- Are calls to U.S. Territories included in Digital 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 Phone?
- Can I use my existing cordless home phone with Digital Phone?
- Will my answering machine work with Digital Phone?
- Will my Caller ID display work with Digital Phone?
- Will my fax machine work with Digital Phone?
- Will my monitored security system work with Digital Phone?
- Will Digital Phone interfere with my wireless home networking or vice versa?
Keeping Your Phone Number
Private Listing
Product Information
- Do you have a Digital Phone Business Service?
- Does Digital Phone replace my current home phone service?
- What is Digital Phone and what does it offer?
- How much does Digital Phone cost?
- Do I have to subscribe to other services from Time Warner Cable to get Digital Phone?
- Is Digital Phone a VoIP service?
- Does Digital Phone offer a distinctive ring like my current provider?
- 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 Phone?
- Will I hear a difference in quality using Digital Phone?
- Can I receive collect calls with Digital Phone?
- Can I order more than one phone line with Digital 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 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 Voice Mail 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 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 Digital Phone?
- What if I don't have a dial tone?
Voice Mail
- Does Digital Phone offer Voice Mail?
- How do I set up my Voice Mail?
- How do I retrieve my Voice Mail?
- What is my Voice Mail access number?
- Am I able to get more than one Voice Mailbox like I have with my current provider?
- Are there storage limits to Voice Mail?
- How long of a Voice Mail message can my callers leave?
- How long of a Voice Mail greeting may I record?
- How many call-waiting "beeps" will I hear before the call will go to Voice Mail?
- How many rings before my calls go to Voice Mail?
- Can I listen to my Voice Mail messages via the web?
- If I get my Voice Mail greeting, can I interrupt it and login to listen to my messages?
- How do I know if I have new Voice Mail 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 Voice Mail messages?
- How long are my Voice Mail messages kept before being deleted?
- Can callers mark Voice Mail messages they leave as urgent?
- How many Voice Mail messages can I have?
- I entered my PIN incorrectly three times and now I’m locked out of my Voice Mail, how do I get it restored?
- Do I have to use a PIN for Voice Mail (PIN SKIP)?
- If I use PIN SKIP will my Voice Mail still be secure?
- What is the default PIN for logging into Voice Mail?
- What should I select as my Voice Mail PIN?
- What Voice Mail greetings can I customize?
- What will happen when my Voice Mail box is full?
- How can I listen to my Voice Mail messages?
- When I’m at home can I dial *98 to access my Voice Mail instead of dialing my home phone number?
General Questions
- Is there a fee to switch to Digital Phone service?
- Who can get Digital Phone service?
- How much will I save with Digital Phone service?
- What is Digital Phone?
- What does Digital 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 Phone service?
- Can I make international calls with Digital Phone service?
- Is there a phone number I can call or a web site I can visit to learn more about Digital Phone service?
- What does Digital 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?
Porting Number
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All Equipment and Instruction Manuals FAQs
High-Speed Online Modems
- Ambit U10C007 User Guide [PDF]
- Arris TM402P [PDF]
- Motorola SB4200 [PDF]
- Motorola SURFboard SBV4200 [PDF]
- Motorola SURFboard SB5100 [PDF]
- Motorola SURFboard SBV5220 [PDF]
- Thomson/RCA DCM325 [PDF]
- Thomson/RCA DCM425 [PDF]
- Thomson/RCA DCW615 [PDF]
- Thomson/RCA DCW725 [PDF]
- Toshiba PCX1000 and Toshiba PCX1100 [PDF]
- Toshiba PCX1100U [PDF]
- Toshiba PCX2200 [PDF]
- Toshiba PCX2500 [PDF]
- Toshiba PCX2600 [PDF]
- Toshiba PCX5000 [PDF]
- SA WebSTAR DPC2100 [PDF]
- Arris TM502 [PDF]
- Motorola SURFboard 5100 UserGuide [PDF]
Remotes
- Adelphia 4 in 1 Motorola Remote [PDF]
- AllTouch AT2000 Remote Control Guide [PDF]
- AllTouch AT2300 Remote Control Guide [PDF]
- AllTouch AT8400-B Universal Remote Control Users Guide [PDF]
- AllTouch AT8400-D Universal Remote Control Users Guide [PDF]
- Atlas Univeral Remote Control Guide [PDF]
- Atlas DVR/PVR 5-Device Universal Remote Control Guide [PDF]
- AXS Remote Control Buttons [PDF]
- CheckMate II RT-U27A/B Universal Remote Control Guide [PDF]
- CheckMate III RT-U43C [PDF]
- CheckMate III RT-U46C [PDF]
- CheckMate IV RT-U49C Universal Remote Control Guide [PDF]
- Configuring Remote Controls [PDF]
- Cyclops TWRC 2200 Remote [PDF]
- Digital Remote TV Codes [PDF]
- Digital Remote VCR Codes [PDF]
- ENT-8000 DVR Remote [PDF]
- Explorer 2000 Remote User Manual [PDF]
- Explorer 2000 Remote Control Setup Code Additions [PDF]
- General Instruments XRC100 Remote [PDF]
- Intuitive Remote [PDF]
- Navigator Remote [PDF]
- Pioneer BR-350 Remote Control User Guide [PDF]
- Pioneer BR-360 Remote Control User Guide [PDF]
- Pioneer BR-95 Remote Control User Guide [PDF]
- Pioneer BR95ABC Remote User Guide [PDF]
- Pioneer BR95D Remote User Guide [PDF]
- Pioneer Passport Getting Started Guide [PDF]
- Scientific Atlanta Model ER1 Remote Control Interactive Program Guide [PDF]
- Scientific Atlanta Model ER1 Remote Control Users Guide [PDF]
- Scientific Atlanta Explorer ER1 Remote Guide [PDF]
- Scout URC-21XXX23XXXRemote [PDF]
- SmartREMOTE User Guide [PDF]
- Synergy IV RT-U59C/RT-U61CP [PDF]
- Synergy V RT-U60C/RT-U62CP [PDF]
- CLIKR-5 UR5L-8700L and UR5L-8720L Universal Remote Control Guide [PDF]
- Synergy V RT-U61C/RT-U63CP [PDF]
- US Electronics Centaurus UJ3EXP86X Remote [PDF]
- UG3EXP-A Remote [PDF]
- Universal Remote UR3-SR2 [PDF]
- Universal Remote UR4-P360 [PDF]
- CLIKR-5 UR5U-8800L Universal Remote Control Guide [PDF]
- Universal Remote UR3-SR3 [PDF]
- UR5U-8400A Universal Remote Control [PDF]
Digital Cable Boxes
- Explorer 2000/2010
- Explorer 2100/3100
- Explorer 2200/3200/3250
- Explorer 3100HD
- Explorer 4240HDC/4250HDC
- Explorer 8000/8000HD DVR
- Explorer 8300/8300HD DVR
- Explorer 8240HDC/8300HDC DVR
- Pace DC-550HD
- Pace DC-510
- Samsung 3050HD
- Motorola DCT2500
- Pioneer BD-V1000
Standard Cable
- Cable Converter Boxes [PDF]
- General Instrument CFT 2200 Converter [PDF]
- MediaDek Converter [PDF]
- Power and Safety Checklist [PDF]
Home Networking
- 2Wire Intelligent Gateways [PDF]
- Ambit - Configuration [PDF]
- Ambit - Features and Benefits [PDF]
- Ambit - Installation [PDF]
- Ambit - Managing Your Network [PDF]
- Ambit - Technical Specifications [PDF]
- Ambit - Troubleshooting [PDF]
- Linksys - Configuration [PDF]
- Linksys - Content Filtering or Parental Control [PDF]
- Linksys - Features and Benefits [PDF]
- Linksys - Protecting the Home Network (Firewall) [PDF]
- Linksys - Technical Specifications [PDF]
- Linksys - Troubleshooting [PDF]
- Motorola - Configuration [PDF]
- Motorola - Connecting to the Internet [PDF]
- Motorola - Features and Benefits [PDF]
- Motorola - Protecting the Home Network (Firewall) [PDF]
- Motorola - Technical Specifications [PDF]
- Motorola - Troubleshooting [PDF]
- Netgear - Configuration [PDF]
- Netgear - Connecting to the Internet [PDF]
- Netgear - Content Filtering or Parental Control [PDF]
- Netgear - Features and Benefits [PDF]
- Netgear - Protecting the Home Network (Firewall) [PDF]
- Netgear - Technical Specifications [PDF]
- Netgear - Troubleshooting [PDF]
- RCA DCW615 Wireless Cable Gateway [PDF]
- RCA DCW725 Wireless Cable Gateway [PDF]
- Scientific Atlanta WebStar - Configuration [PDF]
- Scientific Atlanta WebStar - Connecting to the Internet [PDF]
- Scientific Atlanta WebStar - Content Filtering or Parental Control [PDF]
- Scientific Atlanta WebStar - Features and Benefits [PDF]
- Scientific Atlanta WebStar - Protecting the Home Network (Firewall) [PDF]
- Scientific Atlanta WebStar - Technical Specifications [PDF]
- Scientific Atlanta WebStar - Troubleshooting [PDF]
- Toshiba - Configuration [PDF]
- Toshiba - Connecting to the Internet [PDF]
- Toshiba - Features and Benefits [PDF]
- Toshiba - Technical Specifications [PDF]
- Toshiba - Troubleshooting [PDF]
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
