Repair Policies

Service Calls
Time Warner Cable technicians provide FREE service and repair calls for cable-related problems you may be having that you cannot solve using our "Help Yourself" tips. Service call appointments are made between 8:00 am and 5:30 pm, Monday through Friday, and can be scheduled to start within a four-hour time block during normal business hours.

For your protection and the protection of our employees, an adult 18 years of age or older must be present for service and installation appointments.

On Time Service Guarantee 
If we're not on time for your scheduled service appointment, upon request we will credit your account $20.00 on your next monthly billing statement. To request credit, please fill out our Billing Contact form.

Regular Maintenance
To provide consistently high quality service, our technicians must periodically test and occasionally repair cable equipment throughout our cable system. This routine maintenance may cause a temporary loss of cable to an entire neighborhood. This repair work is usually conducted in the early hours of the morning, between 1 a.m. and 6 a.m. when the fewest number of people are watching television.

Sports Blackouts
Time Warner Cable is sometimes required not to show, or "blackout", home games of local sports teams under Federal Communications Commission (FCC) rules. The FCC requires these blackouts as a result of contractual agreements between sports leagues and television broadcasters. Since blackouts are not announced until shortly before a game is played, newspaper and TV Guide listings may show times for these games that may not be televised.

Cable Service Theft
Unauthorized cable hookups are a serious and expensive problem for both Time Warner Cable and its paying customers. Tampering with or altering a cable system or cable equipment to receive unauthorized service is a federal crime punishable by fines and/or imprisonment. It can also damage the quality of the signal to other homes. If you suspect that any cables have been tampered with, please contact Security@twcable.com. We will check to see if there's a problem. Thanks for your help.