E9-1-1 Notification: FAQs
Q: Why did I receive the E9-1-1 communication (e-mail, letter, phone call) from Time Warner Cable?
A: Time Warner Cable wanted to remind you of certain aspects of the E9-1-1 service provided with your Home Phone service. Don’t worry; Time Warner Cable continues to provide fully Enhanced 9-1-1 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 E9-1-1 services.
Q: What is Enhanced 9-1-1 (E9-1-1)?
A: Enhanced 9-1-1 automatically transmits your address and telephone number to emergency services operators when you dial 9-1-1.
Q: What is the difference between 9-1-1 and E9-1-1?
A: E9-1-1 automatically transmits your address and telephone number to emergency services. With regular 9-1-1 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 E9-1-1?
A: No, E9-1-1 is one of the many standard features that are included with Home Phone service from Time Warner Cable. You get this feature automatically with your service.
Q: Has Time Warner Cable always offered E9-1-1, or is this a new feature?
A: Time Warner Cable has always provided E9-1-1 as one of the many standard features that are included with Home Phone service.
Q: Isn’t Time Warner Cable Home Phone a VoIP service?
A: While Time Warner Cable Home Phone is an IP-based telephony service, unlike most VoIP providers, Home 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 9-1-1?
A: Different VoIP based providers have different 9-1-1 capabilities but the important thing to know is that Time Warner Cable Home Phone has always provided fully Enhanced 9-1-1 services.
Q: How does the E9-1-1 service provided by Time Warner Cable Home Phone differ from the E9-1-1 service provided by (ILEC)?
A: There are two ways in which Time Warner Cable Home Phone’s E9-1-1 differs from what your previous phone company provided. First, the voice enabled cable modem used to provide Home Phone service is electrically powered and, in the event of a power outage or Time Warner Cable network failure, the ability to access Enhanced 9-1-1 services will not be available. Second, the Home 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 9-1-1 services will not operate properly because 9-1-1 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 E9-1-1 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.
