Time Warner Cable- Cable Product FAQ List

Cable Product FAQ's:

Q: How does Cable Television Work?

A: Most of the programming, including networks such as ESPN, MTV and CNN, come to Time Warner Cable from communications satellites. Programming originates at its network source, and is encoded and transmitted to a satellite that is designed to receive and transmit broadcast signals. The programming signal is amplified and retransmitted to our receivers, then sent to you through our cable network. "Off air" programming is the programming you can receive with an ordinary antenna: network television, like NBC and Fox, local affiliate broadcasts, and PBS. We receive these signals, amplify them, and send them to your TV through our "head-end" or distribution center.

From the head-end, channel signals are transmitted to your neighborhood via cable or microwave signal, or some combination of both -- depending on which is most efficient. Coaxial cable, the cable that runs into most homes, is designed to carry signals over long distances, and branches off from a main "trunk" cable into "feeder" cables that carry signals to each street. The final connection is made with the "drop" cable, which plugs into your TV or VCR.

Fiber optics are used when the head-end is too far from a community to use coaxial cable or where complete fiber-optic connections are available. When this type of connection is used, a fiber optic line sends the transmission to a receiver in your neighborhood, where it's connected to your home via a cable drop. Fiber optics allow a signal to be transmitted at a much higher level of quality than with coaxial cable, and can also transmit and receive digital information.

In some cases, when the distance from the head-end to the community is too far for coaxial cable or fiber optics, microwaves are used to send the signal to a local receiver, which then sends the TV transmission to individual homes through drop cables.

After the cable is brought in to your home, a converter may be required. A converter is used when the tuner in the television is not cable ready or when you want to receive channels that are scrambled (Premiums and iN DEMAND features and events). In other words, if your TV is capable of tuning in all the channels that you would like to view and hear, then you only need to connect a cable to the television to start enjoying your cable service.

Q: Does Time Warner Cable provide CableCARDs?

A: Yes, we have them. They are leased to customers at $3.10 per month. They are not available for sale. A digital Cable Ready device is required for use with a CableCARD.

Q. What is a CableCARD?

A: The Time Warner CableCARD is a new technology that gives you the option to connect to cable TV without a set-top box on the new generation of Digital Cable Ready devices sold at retail.

The CableCARD provides you with direct access to digital and analog cable programming, HD (High Definition) programming, and subscription to premium cable channels like HBO, Cinemax, and more.

It does not provide access to PPV, two-way programming and services, such as Interactive Program Guide, Movies On Demand, Premiums On Demand, and Season Sports Packages.

If you want the easy-to-use on-screen guide and interactive features of digital cable service, you will want to connect via a Time Warner Cable digital set-top box. Your personal needs are your guide to selecting the connection that works best for you.

It works exclusively in your local Time Warner Cable viewing area.

It is activated, serviced, and leased monthly through Time Warner Cable.

Q. How does a CableCARD work?

A: The card will serve as cable’s conditional access security means and will “pass” the appropriate set of programming services to the cable customer.

Because the first generation of Digital Cable Ready televisions are one-way, cable customers will still require a digital set-top box to receive cable’s two-way services, such as Movies On Demand, Premiums On Demand, and Favorites On Demand, as well as the Interactive Program Guide.

Q. Why should I get one? What are its advantages over a set-top box?

A: If you’re satisfied with receiving analog and digital programming without the ability to use the new interactive services such as On Demand with iCONTROL and the Interactive Program Guide, you can purchase a one-way Digital Cable Ready television and use CableCARD instead of a digital set-top box.

Q: What channels do I get with Digital Cable?

A: Up to 200 channels plus 40 crystal clear music channels. Please check with your local Time Warner Cable office to see the exact channel line-up and pricing.

Q: Do I need a separate cable set-top box for each outlet?

A: No. Only the outlet you choose. Many customers prefer to put a Digital converter in just the family room, others would rather have one in every room. With Time Warner Digital Cable, the choice is yours.

Q: What is the difference between Digital Cable and HDTV
(High Definition Television)?

A: Digital Cable is a type of television signal. HDTV is the highest quality in digital signals, offering better resolution and sound than a standard digital signal. Digital Cable can be watched on your existing standard television if you have one of our digital set-top boxes. Digital Cable can also be watched in high-definition if you have an HDTV television and you have an HD-compatible digital set-top box.

Q: Do I need HDTV (High Definition Television) to watch Digital Cable?

A: No. You can watch Time Warner Digital Cable on a standard television if you have one of our digital set-top boxes. If you want to view Digital Cable in high definition (HDTV), you will need a "High Definition Television." If you have a high definition television and you have a digital HD-enabled, set-top box, Time Warner Cable does offer high definition channels, including some local channels.

Q: What is the on-screen Program Guide?

A: The easy-to-use on-screen Program Guide is an intuitive interactive guide that you access through your TV screen. By simply pushing a button on your remote control, you can get TV listings, check show times, view detailed program descriptions, search up to seven days in advance, set reminders, and more!

Q: Does my Program Guide Parental Controls carry over to DVR recordings?

A: Yes, if you block programs by channel or rating in General Settings, those settings are carried over to PVR recordings. For example, if you decide to block all R-rated programs in General Settings, the R-rated programs will still be recorded, but you cannot play them back until you enter the correct PIN.

Q: What is the difference between Movies On Demand and Premiums On Demand?

A: Movies On Demand let you instantly get movies at home whenever you want them, and pay only for the movies you order. Premiums On Demand- HBO On Demand, Showtime On Demand, Cinemax On Demand, and The Movie Channel On Demand- let you instantly watch the best of these channels whenever you want for a low monthly subscription fee. With both of these services, Time Warner Cable's iCONTROL gives you the power to pause, fast-forward, and rewind whatever you're watching so you'll never again miss a minute of the action because of interruptions.

Q: How long can I watch a Movies On Demand movie?

A: From the time you begin watching a Movies On Demand movie, you have unlimited access to it for 24 hours. And, Time Warner Cable's iCONTROL gives you the power to pause, fast-forward, and rewind your movie so you'll never again miss a minute of the action because of life's interruptions.

Q: What is iCONTROL?

A: Time Warner Cable's iCONTROL gives you the power to pause, fast-forward, and rewind your Movies On Demand so you'll never again miss a minute of the action. There is no need to purchase any equipment or pay an additional fee to get iCONTROL; however, customers must have Time Warner Digital Cable.

Q: What is Movies On Demand with iCONTROL?

A: Movies On Demand with iCONTROL lets you get movies at home whenever you want them. You choose what you want to watch from a collection of blockbuster movies, classic films, and adult-oriented titles and, with the push of a button, begin watching. There are no pre-set start times, no trips to the video store, no associated late fees and no out-of-stock titles. With Time Warner Cable's iCONTROL you can pause, fast-forward, and rewind your movie so you'll never again miss a minute of the action because of interruptions. You pay only for the movies you order and you can only order Movies On Demand from Digital Cable-not satellite.

Q: Can I share files between my PC and Macintosh on my home network?

A: Time Warner Cable Wireless Home Networking works with both PCs and Macintosh’s, but additional software may be needed to translate files between the PC and Macintosh. Of course, PCs and Macintosh’s can be on the same home network and use a single high speed online connection.

Q: How many computers can I link together?

A: Our residential service supports up to four computers; however, our standard residential service offer is to link two computers together. There is no additional monthly fee if you choose to connect more computers, although there will be an additional set up fee.

Q: What are the system requirements for Time Warner Cable's Wireless Home Networking solution?

A: To benefit from Time Warner Cable's Wireless Home Networking, customers must have a high speed online connection, and their computers must have the following minimum requirements:
Operating System: Windows 98/SE, Windows ME, Windows XP, Windows 2000
Mac OS 8.5, 9.x
CD-ROM Drive on at least one PC
Web Browser: Netscape 4.7 or higher; Internet Explorer 5.0 or higher

Q: What is Wireless Home Networking?

A: Time Warner Cable Wireless Home Networking connects all the computers in your home, so everyone in the family can be on the Internet instantly at the same time-all with a single wireless, high speed online connection. Our Wireless Home Networking service also has an advanced intelligent firewall that detects and defends against Internet attacks and hackers. Plus, our technicians setup the network

Q: What's the difference between Time Warner Cable's Wireless Home Networking solution and others that can be bought at retail outlets?

A: Time Warner Cable's technicians will setup the network for you, there's no expensive equipment to purchase, and we provide Time Warner Cable's customer support. Time Warner Cable's solution also includes an advanced intelligent security firewall.

Q: Does Time Warner Cable offer a wired version of Home Networking?

A: Home Networking is available in a wired version, but only in some areas. The wired version uses the existing phone lines in your home to connect your computers—so there are no messy wires or additional cables to install. And since both voice and data can use the phone lines at the same time, you can surf the web and talk on the phone at the same time.

Q: What is Road Runner Premium?

A: Road Runner Premium is a wonderful product for people who enjoy online activities such as video news and entertainment, online gaming, sharing photos or people who just appreciate really fast speeds! Road Runner Premium offers speeds of up to 6 Mbps downstream and 512 Kbps upstream.

Q: In my area, I can choose DSL or cable. What's the difference?

A: Road Runner and DSL are both broadband technologies. There are many differences between them, however. The main ones are outlined below:

DSL is a telephone modem technology that gets to your house through traditional copper wiring.

Figuring out if DSL is available to you can be complex because even if an area is DSL-ready, your house or phone line may not be.

Road Runner uses cable modem technology and is available to you if your home is passed by cable and your cable provider has launched it in your area.

Road Runner provides all the high-speed technology that delivers our comprehensive programming as well as a direct connection to the Internet. Since DSL only provides your connection, to get to the Internet you also have to find, and pay for, an ISP.

Road Runner provides a 30-day money back guarantee if you decide you are not happy with the service. There can be some risk with DSL - to get the lowest price for the service you must agree to lock yourself into a long-term contract even before you have seen how the service will perform.

Q: I hear about computers and Internet security in the media. Can you tell me what Road Runner does to protect its users' security?

A: We take security, yours and ours, seriously. For our part, we've designed Road Runner's cable modems to deliver data only to the address that has been assigned to your computer. This prevents the interception of data that any user sends or receives. In addition, the modems we use support the encryption of data sent to and from the computer. That adds a layer of security you can't get with phone modems. Many computers and operating systems include features that allow you to share files or printers with other computers on a home network. These features are designed to allow you to decide what, and what not, to share with other users. This sort of "sharing" has to be set up in a specific, safe way or you may be open to a security risk when you connect to the Internet via dial-up, DSL or cable modem. For this reason, Road Runner specialists will secure file and print-sharing on your computer when installing our service. We may also recommend that you safeguard your computer with a password.

Q: What does Digital Phone offer?

A: (1) Call anyone, anytime, anywhere in Ohio and the United States. Customers who subscribe to standard or digital cable or high speed Internet from Time Warner Cable pay just $39.95 for Digital Phone.

(2) Call Waiting, Caller ID, Call Waiting ID, and more at no extra cost.

(3) The convenience of one simple bill for Local and Long Distance.

Q: Do I need to subscribe to other Time Warner Cable services to get Digital Phone?

A: No. However, if you do subscribe to Time Warner Cable, you'll save money - pay as low as $39.95 per month for Digital Phone.

Q: Can I talk on the phone and use my high-speed modem to access the Internet at the same time?

A: Yes. Your Digital Phone modem enables you to do both because the two services are independent.

Q: Why do service calls provide a two hour window instead of an exact time?

A: Since each service call is unique, we cannot precisely predict when the technician will finish with his or her earlier calls. Therefore, we use the two hour window (which is smaller than any of the utility companies) in order to be certain our technicians have the necessary time to spend in each customers home.

Q: Why do customers have to pay one month in advance?

A: Cable services are a subscription service, just like magazines and newspapers. It is standard practice in those industries to pay for your subscription before the service begins.

Q: When will digital phone be available in my area?

A: Digital Phone service is currently available in most Time Warner Cable communities (check your local store or call us to see if it is available in your community). We will continually to add additional areas throughout NE Ohio and Western Pa.

Q: If I am unable to pay my bill on time, will Time Warner Cable work with me on payment arrangements?

A: We understand that things happen in everyone’s lives that may make prompt payment of bills difficult. If your previous payment history is good and you let us know BEFORE your payment is late, we will work to arrange a payment plan without any interruption of your service.