Middletown, NY (Jan. 27, 2016) – Time Warner Cable (TWC) customers in the Hudson Valley area will soon benefit from major enhancements that will transform their service as they know it today. This superior customer experience, dubbed “TWC Maxx,” features ultrafast Internet speeds, state-of-the-art TV services and best-in-class reliability.
Starting this week, customers will receive communications from TWC outlining a transition to a 100%-digital network. Moving to an all-digital lineup is a significant step in improving the customer experience. Each analog channel takes the space of three to four HD channels and up to 12 digital networks. This will free up the necessary capacity to offer faster Internet speeds in the Hudson Valley area, beginning this spring.
“With TWC Maxx, we’re essentially reinventing the TWC experience,” said, Gary Withey, Area Vice President of Operations for Albany and Hudson Valley, Time Warner Cable. “We will boost Internet speeds for customers up to six times faster, dramatically improve the TV product and set a high bar in our industry for differentiated, exceptional customer service.”
TWC Maxx will be available to all customers in the following Hudson Valley service areas: Hunter, Liberty, Middletown, Monticello, Newburgh, Olive, Port Ewen, Port Jervis, Poughkeepsie, Rhinebeck, Rosendale, Saugerties, Walden, Woodstock and Wurtsboro.
The key components of TWC’s new customer experience are:
New Internet Experience for Residential Customers
The Internet transformation will begin in the spring and will include speed increases on TWC residential Internet plans, with customers experiencing increases up to six times faster, depending on their current level of Internet service. For example, customers who subscribe to Standard, formerly up to 15 Mbps, will receive up to 50 Mbps, customers who subscribe to Extreme, formerly up to 30 Mbps, will receive up to 200 Mbps; and customers who subscribe to Ultimate, formerly up to 50 Mbps, will receive up to 300 Mbps, with no change in their monthly plan price.
Some customers will need to switch out their modems to receive the faster speeds and they will be communicated with via mail, email and phone messages with information on how to obtain a new modem.
New TV Experience
The advanced TV experience includes a new slate of next-generation video features including an all-digital lineup and an expanded On Demand library with more than 25,000 titles, growing to more than 30,000 in early 2016. TWC began implementing major enhancements to its network, enabling this transformation of the customer experience in Hudson Valley with the launch of Enhanced DVR in 2015, which lets customers simultaneously record up to six different programs and save 150 hours of high-definition (HD) programming on its 1TB (terabyte) hard drive — which is twice the storage of the largest prior model.
Rock-Solid Network Reliability
As TWC has committed to new network performance standards companywide, this initiative will include a stringent review and upgrade of every network connection site (referred to as hubs) to ensure optimum service levels are delivered to every neighborhood. Each TWC hub serves thousands of customers with TV, Internet, phone and home management and security services.
The transition to an all-digital network will require video customers without TWC digital equipment (customers who plug their cable line directly into the TV, VCR or similar device) to order a TWC digital adapter.
TWC will offer existing TV customers one or more digital adapters at no charge, for any outlets that do not currently have digital equipment, through June 29, 2017. To qualify, customers must order their digital adapters by October 23, 2016. After this free period, each adapter will be billed at the prevailing price. TWC is offering residential customers several simple and easy ways to order digital adapters through www.TWC.com/digitaladapter, calling 1-844-841-5085 or in person at a Time Warner Cable store.
A digital adapter is a small device that allows only digital signals to be displayed on TV (customers who currently have a digital set-top box do not require a digital adapter as the set-top box already delivers digital signals).
For more information on TWC Maxx, customers can visit www.twc.com/bettertwc.
About Time Warner Cable
Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 16 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at www.twc.com, www.twcbc.com and www.twcmedia.com.