Frequently Asked Questions

Q: I currently have Basic Cable only, but would like to upgrade to Digital Cable. How can I do this?

A: You can easily upgrade to Digital or HD Cable at any time by calling Time Warner Cable at 614-481-5320 or 800-934-4181. Be sure to have your address handy, including the room or apartment number if applicable. The Time Warner Representative will discuss available services and pricing.

Q: How will I receive my equipment?

A: When you upgrade to Digital Cable Service, you will need Digital set-top equipment. This equipment will be delivered to you by UPS within 2-3 business days of ordering for a minimum charge of $9.95 per box. Instructions will be included on how to activate your new equipment. As an alternative option, you may also pick up your equipment at the customer service lobby located at 1015 Olentangy River Rd, 43212 (subject to equipment availability).

Q: How do I activate my equipment?

A: Please follow these instructions to activate your service.

Q: I am moving to a new address. What do I need to do?

A: Contact Time Warner Cable at 481-5050 or 800-934-4181. If you are moving to another address within the Time Warner Cable Mid-Ohio division, you can take your equipment with you to your new address. TWC will schedule a transfer of service. If you are moving outside of TWC’s service area, TWC will schedule disconnection of service.

Q: How do I return my equipment?

A: Once you disconnect your Digital Cable service, you will need to return your equipment. You may use the original shipping carton to send the old equipment back (comes with a prepaid label) or you can return the equipment to any TWC lobby. If you do not return your equipment you will incur a minimum charge of $200.00 for each piece of equipment.

Q: I am having problems with my Digital Cable. Can I still watch cable-ready TV until the problem is resolved?

A: Yes, if you are experiencing issues with your Digital Cable or equipment, you can still watch your standard cable channels. First, you must disconnect the cable from your equipment and connect it directly to the cable wall outlet. By removing the connection to the cable box you can receive cable-ready channels 2 - 99.

Q: Billing Questions and Service Changes
A: Time Warner Cable will bill you directly for optional Digital Services. Call Customer Care for technical assistance related to your optional Digital Services. Representatives are available 24/7, 365 days per year and can be reached at (614) 481-5050. When calling Time Warner, be prepared to provide the identification number that you used to establish your account.

Want to learn more? Click the additional FAQ links below:

How to Order Movies On Demand

How to Order Pay-Per-View

What is a Digital Video Recorder (DVR)?

Parental Control Options

Basic Troubleshooting Tips

Moving or Transfer of Service

Operating Your Remote

Equipment User Guides

Standard promotional pricing may not apply. Road Runner High Speed Online and Digital Phone Service are not available in most locations. To receive all Digital Cable services, Digital Cable, remote and lease of a Digital Cable or HD set-top box are required. Optional Digital Services can only be installed in locations where Basic Cable Service already exists. A digital set-top terminal is required for $7.95 per month. Some services are not available to CableCARD™ customers. Not all equipment supports all services. DVR, Movies On Demand and Premium Channels are optional services available for an incremental charge. HDTV set required for HD service. HD On Demand is an optional service and may be available for an incremental charge. Prices, channels and packages are subject to change without notice. Prices do not include taxes and other fees. Some services are not available in some areas. Some restrictions apply.