Q: Why did I receive the E-911 communication (e-mail, letter, phone call) from Time Warner Cable?
A: Time Warner Cable wanted to remind you of certain aspects of the Enhanced 911 (E-911) feature provided with your Digital Phone service. Don’t worry; Time Warner Cable continues to provide fully Enhanced 911 service, and likewise continues to be forthcoming about all aspects of our service.

Q: So this is not a scam?
A: No. This is definitely not a scam. Time Warner Cable is requesting that all of our valued customers, like you, confirm their acknowledgement of these aspects of our E-911 services.

Q: What is Enhanced 911 (E-911)?
A: Enhanced 911 automatically transmits your address and telephone number to emergency services operators when you dial 911.

Q: What is the difference between 911 and E-911?
A: E-911 automatically transmits your address and telephone number to emergency services. With regular 911 you have to clearly tell the dispatcher your location, which can take valuable time in an emergency. Also, if for some reason your call is disconnected before you’ve finished relaying your information, emergency services will not know where you are located.

Q: Do I have to sign up for E-911?
A: No, E-911 is one of the many standard features that are included with Digital Phone service from Time Warner Cable. You get this feature automatically with your service.

Q: Has Time Warner Cable always offered E-911, or is this a new feature?
A: Time Warner Cable has always provided E-911 as one of the many standard features that are included with Digital Phone service.

Q: Isn’t Time Warner Cable Digital Phone a VoIP service?
A: While Time Warner Cable Digital Phone is an IP-based telephony service, unlike most VoIP providers, Digital Phone service is managed over Time Warner Cable’s private IP network so customers’ calls never touch the public Internet.

Q: Are there technical problems with VoIP internet phone providers and 911?
A: Different VoIP based providers have different 911 capabilities but the important thing to know is that Time Warner Cable Digital Phone has always provided fully Enhanced 911 services.

Q: How does the E-911 service provided by Time Warner Cable Digital Phone differ from the E-911 service provided by (ILEC)?
A: There are two ways in which Time Warner Cable Digital Phone’s E-911 differs from what your previous phone company provided. First, the voice enabled cable modem used to provide Digital Phone service is electrically powered and, in the event of a power outage or Time Warner Cable network failure, the ability to access Enhanced 911 services will not be available. Second, the Digital Phone Terms of Service prohibit you from moving your voice enabled cable modem to a new location. If your modem is moved to another location or address, Enhanced 911 services will not operate properly because 911 operators will not be able to accurately identify the caller’s location in an emergency. If you would like to establish service at a new location, you must call Time Warner Cable.

Q: In the communication I received, you asked me to dial a toll-free number or go to a web site? Why do I need to do that?
A: Time Warner Cable is asking you to call the toll-free number or go to the web site to acknowledge your review of the E-911 Notice included in the communications. The toll-free number is 1.866.376.4911 The Web site address is www.TimeWarnerCable.com/E9-1-1 Your acknowledgement should take less than one minute to complete. We appreciate your participation.