All Account and Billing FAQs
Account and Billing Categories
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Billing
- How can I pay my bill? What are my bill payment options?
- Can I view my bill online?
- When does my cable bill arrive in the mail?
- Why does TWC bill one month in advance?
- How do I read my statement?
- What if I am late paying my bill? Do I get a late fee, if so when?
- Why doesn’t my last payment show on my bill?
- Why is my bill more (or less) than usual?
- Can you further explain the "Partial Month" line on the bill?
- What do I do if I want to change the name on my TWC bill?
- Can I have my bill sent to another address instead of the service address?
- If I have a roommate, can they be billed separately for their service?
- Do I get billed separately for digital home phone from other TWC services I receive?
- I lost my current statement; where do I mail my payment?
- Is there a deposit required to get TWC service?
- Why do I pay more than my neighbor when we have the same service?
- Is there a senior discount available in my area?
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Payment Options
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PayXpress
- What is PayXpress?
- Is there a charge for using PayXpress?
- How do I pay my bill online through PayXpress?
- What do I need to register for PayXpress?
- What are the the minimum system requirements for PayXpress?
- What is a Customer Code?
- Why do I need my Customer Code?
- Where do I find my Customer Code?
- Who should I call if I need assistance with my Customer Code?
- How do I automatically pay my monthly bill statement?
- Why would I want to automatically pay my monthly bill statement?
- How do I stop receiving my paper bill statement each month?
- If I receive my paperless bill statements online, am I free to change my mind and begin receiving paper bill statements again?
- What is a Recurring Payment?
- What is a One-Time Payment?
- What different ways can I pay my bill online?
- What is reflected in the amount due total on my Pay Bill page?
- Is it possible to view last month’s bill statement online?
- Will I receive an email notifying me that my bill statement is available to view and pay each month?
- How do I stop recurring payments once enrolled?
- Where may I locate a copy of the PayXpress Terms and Conditions?
- Moving? I am moving to a new address, how do I transfer my PayXpress account to my new address?
- Moving and want to order service? I am moving soon and want to order service for my new address. However, the current residents have Time Warner Cable service and the online system will not permit a service to be ordered for an address that already has service. So what do I do?
- How secure is my bill payment and personal information?
- How do I update my credit card, debit card, and bank or savings account information for my Recurring Payment?
- How do I sign into PayXpress?
- How am I able to view my bill statements online?
- If I sign up for PayXpress, must I pay my bill online?
- How do I view my statements?
- How long may it take for my request to Go Paperless to go into effect?
- How does Paperless Billing work?
- How do I find my customer code, if I am a Paperless Billing customer?
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Policies
- Does Time Warner Cable have seasonal/vacation hold?
- What is the On-Time Guarantee?
- What is your disconnection policy?
- What is your Money Back Guarantee?
- Am I on a contract with my Time Warner Cable services?
- What if a Time Warner Cable technician accidentally breaks or damages my equipment?
- What do I do if my home is burglarized and my Time Warner Cable equipment is stolen?
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Moving or Transfer of Service
- I am moving and would like to transfer my Time Warner Cable service to my new address.
- I am moving out of state at the end of this month. However, my roommate is staying and would like to have the cable transferred to her name. How do we go about doing this?
- Is there a charge to transfer my service?
- What if I am moving to another Time Warner Cable area and want to transfer my service?
- When I transfer my service, am I able to transfer the account to my spouse's name at the new location?
- I am a Time Warner Cable customer moving to another Time Warner Cable area, will my Price Lock Guarantee contract transfer with my service?
- What happens if my new address is not in a Time Warner Service area?
- How do I make changes to or cancel my Time Warner Cable service?
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MyServices
- What is MyServices?
- How do I register for MyServices?
- What does MyServices include?
- How do I sign in to MyServices?
- How do I set up a Time Warner Cable Username and Password?
- What if I forgot my Time Warner Cable Username or Password?
- Will I need my Customer Code in order to complete my registration?
- How do I find my customer code, if I am a Paperless Billing customer?
- How can I get my customer code if I don’t have a paper or paperless bill handy?
- Why do you need my email address to register for MyServices?
- I didn’t enter my customer code; will I be able to enter it later?
- How long do I have to complete registration after providing my email address?
- How do I verify my account after I sign in?
- I have Limited access to MyServices. What features will I be able to see?
- I have Full access to MyServices. What features will I be able to see?
- What browsers are supported with MyServices?
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My TWC App
- Where do I download the My TWC app?
- What devices is the My TWC app available for?
- How do I login to the My TWC App?
- If I don’t have a Time Warner Cable Username and Password, where can I get one?
- What can I do with the My TWC app?
- What are my payment options if I want to pay my bill using the My TWC app?
- Is there a cost to download the My TWC app?
- Can I add numbers from the VoiceZone call log to my cellular address book?
- If I call a number from my VoiceZone Call history, what number appears on caller id?
- Why are names appearing in my VoiceZone calling history instead of phone numbers?
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SignatureHome
- What features are available with SignatureHome™?
- How is SignatureHome™ different from Time Warner Cable’s other products and services?
- How do I get SignatureHome™?
- Can I manage my SignatureHome™ products and services online?
- If I am already a Time Warner Cable customer, how do I get SignatureHome™?
- What is a Personal Solutions Advisor?
- How do I contact a SignatureHome™ Personal Solutions Advisor?
- Is my Personal Solutions Advisor available 24x7?