All Digital Cable FAQs
Digital Cable Categories
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3DTV
- I purchased a “3D-Ready” TV a year or two ago. Will it work with 3D content?
- What do I need to see any content that is released in 3D?
- Will any of my current home theater equipment work with 3DTV?
- Where do I purchase these new 3D glasses?
- Will all Time Warner Cable Customers be able to view 3D content?
- Are there specific brands of 3DTV’s that are compatible with 3D?
- Will all HD set-top boxes be able to receive 3D content?
- When will Time Warner Cable make 3DTV more widely available?
- If 3D content will be limited initially, why should I buy a 3D-Ready HDTV now?
- Will 3D products be expensive?
- How do the 3D glasses work?
- Can everyone see 3D entertainment?
- Can I watch 2D movies and TV shows in 3D?
- What will I see if I tune to 3D programming and I don’t have a 3DTV?
- How do I set up my TV system to watch in 3D?
- What do I need to do to obtain access to view 3D?
- Where can I get additional help for 3DTV?
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Before You Buy
- 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?
- What is Digital Cable?
- 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?
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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?
- I don’t see bundle offers with a CableCARD? What is available and how do I order?
- 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?
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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 box 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 a "One moment please" message on some channels?
- What should I do 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?
- What should I do if a channel is blank?
- What should I do if there is no picture on multiple channels?
- What should I do if the picture is pixilating, freezing or tiling?
- What should I do if the picture appears snowy?
- What should I do if I am not getting HD?
- What should I do if all my channels are out?
- What should I do if I am getting poor reception?
- What should I do if I my picture does not fill my screen?
- Why can’t I order Pay-Per-View programming?
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Caller ID on TV
- Can all customers who subscribe to Home 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 Home 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?
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Clips and Extras
- What are Clips and Extras?
- What can I see on Clips and Extras?
- How do I know if I have Clips and Extras?
- How do I access Clips and Extras?
- What networks have Clips and Extras?
- When will Clips and Extras be available?
- Is there an additional cost for Clips and Extras?
- Will watching Clips and Extras interfere with the program I’m currently watching?
- Can I rewind Clips and Extras?
- What happens on the TV when a Clips and Extras finishes running?
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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?
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Digital Conversion
- What is the Digital Conversion Initiative?
- What is happening to my service?
- Why is this happening now?
- Which customers will be affected?
- What if I don’t do anything?
- What is a QAM tuner?
- Why doesn’t Time Warner Cable already know how many TVs I have?
- What is the difference between a Digital set-top box and a Digital Adapter?
- What is the charge for a Digital Adapter?
- Can I purchase a Digital Adapter on my own?
- What if I already have Time Warner Cable Digital TV?
- How do I order a Digital Adapter?
- What if I need help installing the new equipment?
- What is an Easy Setup Kit?
- Do I need to set my TV to a specific channel?
- The remote control isn’t working right. I can’t control my TV.
- How do I turn off my new Digital Adapter?
- How can I use the picture-in-picture feature on my TV that’s connected to a Digital Adapter?
- Can I record my favorite programs on my VCR/DVD using a Digital Adapter?
- With equipment from Time Warner Cable, can I program my VCR/DVD to record my favorite shows?
- Can I use closed captioning with a Digital Adapter?
- After I install my Digital Adapter, do I need to run a scan on my TV when new channels are added?
- If I currently have Time Warner Cable service and I receive broadcast high-definition (HD) channels, how will this be affected by using a Digital Adapter?
- My TV has an embedded electronic program guide. Will I be able to continue to use this guide after I install the Digital Adapter?
- Will I have parental controls with my Digital Adapter?
- Will my channel numbers change due to the Digital Conversion Initiative program?
- Why does the picture not fill my screen after I installed my Digital Adapter?
- Can I view premium channels (HBO®, Showtime®, Starz®, etc.) with a Digital Adapter?
- How do I connect my TiVo to my TWC service?
- Can I control my Digital Adapter remotely through a Slingbox?
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Closed Captioning
- What is Closed Captioning?
- How do I turn Closed Captioning on or off?
- Can I change my settings so that Closed Captioning appears only when mute is on?
- What should I do if I am experiencing issues with Closed Captioning?
- Who should I contact if I have previously submitted a Closed Captioning concern?
- Can I receive Closed Captioning in Spanish?
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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 DVR 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?
- Why am I unable to record programming with my DVR? Do I have enough disk storage space?
- 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 using DVR Manger?
- 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?
- What should I do if my DVR is not working?
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HBO GO
- What is HBO GO?
- What is MAX GO?
- How do I access HBO GO or MAX GO?
- What are the minimum system requirements to access HBO Go or Max Go on my device?
- Is there a cost to view content on HBO GO or MAX GO?
- Is the content on HBO GO different from HBO on my TV?
- Are shows on HBO on my TV available on HBO GO at the same time?
- What kind of programming does MAX GO offer?
- How many hours of programming will be available on HBO GO or MAX GO?
- How frequently will HBO GO or MAX GO content be updated?
- How long are HBO GO or MAX GO shows/movies archived?
- Do I need a video subscription to view HBO GO or MAX GO content?
- What do I need to access HBO GO on my Xbox 360? Can I use my Kinect?
- What is the difference between the HBO/MAX GO ID and the TWC Username and Password?
- What is a Watchlist and how does it work?
- How do I activate or pair HBO GO on an Internet Connected TV device (e.g., Roku or Samsung Smart TV)?
- Which Roku devices can I use to access HBO GO?
- Can I use the HBO GO mobile app over a WiFi or 3G network?
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Look Back
- What is Look Back®?
- Is Look Back® available for all channels?
- How do I start a Look Back® program?
- Are Look Back® programs available at all times?
- How does Look Back® differ from Start Over®?
- What are the benefits of Look Back®?
- Is Look Back® available for everyone?
- Will Look Back® cost more?
- How much does Look Back® cost?
- How will having Look Back® benefit me as a customer?
- Can I restart all my favorite shows with Look Back®?
- Can I get Look Back® with satellite or with other television providers?
- Do I need a DVR if I have Look Back®?
- Can I watch a program at any time with Look Back®?
- What if I want to restart a show during the broadcast period?
- How many times can I restart a program?
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On Demand
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On-Screen Guide
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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?
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Retransmission Consent
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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?
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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?
- How do I connect my digital TV and antenna?
- How do I connect my analog TV and antenna with a digital converter box?
- How do I connect my computer with my TV?
- How can I activate my TV as a monitor using Windows XP?
- How can I activate my TV as a monitor using Windows Vista?
- How can I activate my TV as a monitor using Windows 7?
- How can I activate my TV as a monitor using Macintosh?
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Switched Digital Video (SDV)
- What is Switched Digital Video?
- What is a Tuning Adapter?
- Why do 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 for the Tuning Adapter?
- 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 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 device?
- What devices are compatible with the Tuning?
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TWC TV App
- What do I need in order to use TWC TV?
- Will I need to purchase any extra equipment from Time Warner Cable?
- How do I sign in or register for the TWC TV app?
- Do I need a TWC ID to log into the TWC TV?
- How many days of programming are available on the TWC TV app?
- Can I use my PayXpress username and password to sign into the TWC TV app?
- Can I use the TWC TV app with my RR Lite or RR Basic service?
- What cable boxes are supported for guide, channel tuning and DVR scheduling using TWC TV?
- Do I need a TWC wireless router to use the TWC TV app?
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Whole House HD-DVR
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Vutopia
- What is Vutopia?
- Who has access to Vutopia?
- How much does Vutopia cost?
- How do I find Vutopia on my TV and my computer?
- How often is programming updated on Vutopia? How long are movies available?
- Is HD video available on Vutopia?
- What are the system requirements to access Vutopia?
- Are my Vutopia account credentials the same as my TWC ID and password?
- How can I view R-rated movie content on Vutopia?