Maintenance

Time Warner Cable uses the best electronic equipment and workmanship available to provide our customers with reliable service and high quality picture and sound. However, to consistently provide this high quality service, our technicians must periodically test and occasionally repair our cable equipment throughout the cable system. Cable repair will cause a temporary loss of cable service to an entire neighborhood known as a "maintenance outage." If your cable is not working properly, contact Customer Service. If we are having a maintenance outage in your area, you will be informed when you call. If the problem is not being caused by maintenance, we should know immediately if there is a problem in your area. In either case, we will work as quickly as possible to restore service.

Equipment

Time Warner Cable will repair and/or replace the equipment we use to provide your cable service at no charge. If you are experiencing problems, contact Customer Service to schedule a service call. Time Warner Cable does not repair personal equipment such as VCRs and televisions, and is only responsible for bringing service to the input of such equipment.

The converters we provide to our subscribers are and shall remain property of Time Warner Cable and must be returned to Time Warner Cable if service is discontinued for any reason, or if Time Warner Cable wishes to exchange converters. Failure to return a converter or damage of a converter may result in a charge being made against your account. Time Warner Cable will replace or repair your converter at no charge in the event of failure due to normal use.

Cable Care Plus

Our experience shows that, despite the best precautions, accidents do happen. Cable wires can get chewed, mowed, pulled away from walls or accidentally disconnected. Washing machines, dryers, kids and pets can destroy remotes. Here's what's covered by Cable Care Plus:

• TWC technicians will perform free service calls to repair damaged cable lines and/or equipment.
• TWC technicians will make routine adjustments to or assist with installation or integration of cable-related equipment such as a new TV’s, VCR’s and Home Theater equipment so that it is compatible with TWC issued equipment. (Some equipment may be unfamiliar to our technicians and will require the customer to contact the vendor or manufacturer for operating information.)
• TWC will educate the customer in the proper operation of all cable equipment and, to the best of our ability, the customer’s equipment up to four (4) times per year.
• TWC will replace defective internal wiring with new wiring installed to TWC and FCC specifications.
• TWC will replace batteries in any leased remote control. (We’re sorry, batteries cannot be delivered to the home but may be picked up at any of our TWC Customer Care Centers.)
• TWC will reinstall Time Warner-provided high-speed data services (i.e., Road Runner) on new or existing PC’s.

What is NOT covered under Cable Care Plus:

• TWC will not repair any customer owned equipment such as TV’s, VCR’s, DVD’s, etc.
• The installation charge for initial connection or reconnection, and the installation or relocation of additional cable outlets.
• Wall “fishing” or custom installations.
• Adjustment of internal controls of customer-owned equipment such as televisions, VCR’s, etc.
• Installation, repair and/or adjustments to home computer equipment not related to TWC-provided high-speed data services.

Minimum service call charges for customers not on the Cable Care Plus program are based on ½ TWC’s hourly service charge.* Additional time is charged in 15-minute increments.