Time Warner Cable customers in New York City and Los Angeles will be the first to benefit from major enhancements that will transform their service as they know it. The new experience includes best-in-class reliability, ultra-fast Internet speeds and state-of-the-art television services.
This new customer experience, currently dubbed “TWC Maxx” will have its own brand name at the time of launch later this year.
“With ‘TWC Maxx,’ we’re going to essentially reinvent the TWC experience market–by-market,” said Chairman and CEO Robert D. Marcus. “We’ll triple Internet speeds for customers with our most popular tiers of service, add more community WiFi, dramatically improve the TV product and, perhaps most importantly, we’ll set a high bar in our industry for differentiated exceptional customer service. We’re focused on providing the features and benefits that matter most to our customers.”
This elevated focus has three key components:
ROCK-SOLID NETWORK RELIABILITY
As Time Warner Cable embraces new network performance standards companywide, the first phase of this initiative in NYC and L.A. 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 phone, video and data services. The first four hubs to receive upgrades are those that service customers in West Hollywood and Costa Mesa in California, and portions of Woodside (in Queens) and Staten Island in New York. The Company will complete its transformation of the customer experience in both major markets by year-end.
Additionally, TWC will begin to convert its network in Los Angeles to “all-digital” by removing all remaining analog TV channels. This process opens up new bandwidth in the network to be redeployed for faster broadband speeds and other enhanced services. In 2013, TWC completed an all-digital network conversion in New York City.
This newly designed experience will make doing business with Time Warner Cable more convenient than ever by offering a majority of customers an appointment time for the technician’s visit. TWC also will introduce a number of same-day appointments in the upgraded service areas. Already, the Company offers one-hour service windows across its footprint.
INTERNET CUSTOMERS GET BIG SPEED BOOST
As each hub site upgrade is completed, TWC’s Internet customers in every tier of service served by those hubs will see substantial upload and download speed increases. Customers in the Standard and above tiers of Internet service will be guaranteed the latest generation modems including Advanced Wireless Gateways for Turbo to Ultimate tier customers.
Internet customers with the following current speeds will receive new download/upload speeds:
Everyday Low Price Customers - Current Mbps Speeds Up to: 2/1 - New Mbps Speeds Up to: 3/1
Basic Customers - Current Mbps Speeds Up to: 3/1 - New Mbps Speeds Up to: 10/1
Standard Customers - Current Mbps Speeds Up to: 15/1 - New Mbps Speeds Up to: 50/5
Turbo Customers - Current Mbps Speeds Up to: 20/2 - New Mbps Speeds Up to: 100/10
Extreme Customers - Current Mbps Speeds Up to: 30/5 - New Mbps Speeds Up to: 200/20
Ultimate Customers - Current Mbps Speeds Up to: 50/5 - New Mbps Speeds Up to: 300/20
Additionally, TWC will continue its expansion of free, unlimited use of public WiFi in both markets. All Business Class customers and residential customers with Standard or above Internet service will get fast, reliable connections for all their wireless devices on the go. A current coverage map of the TWC WiFi® network is available at twc.com/wifi.
NEW TV EXPERIENCE WITH MORE CONTENT, BETTER INTERFACES AND NAVIGATION
As the Company continues its introduction of a new slate of next-generation video services including simplified navigation, more program information, a new On Demand portal and better search capability across its footprint, it will accelerate the rollout of new features to its TV customers in NYC and L.A. Additionally, Time Warner Cable ultimately will increase its On Demand library of content to nearly 75,000 hours. Later in 2014, customers in these markets will have the option to lease an advanced set-top box with the capacity to record up to 12 times more content, and the flexibility to watch and record programs on six different channels simultaneously.
"We’re introducing significant changes in how customers will enjoy and use our services, and we’re changing how we think about and conduct business inside Time Warner Cable,” said Dinni Jain, Chief Operating Officer. “We’ve listened closely to our customers and all of the changes we’re introducing are 100% based on their expectations and needs.”
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 more than 15 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, through its NaviSite subsidiary, managed and outsourced information technology solutions and cloud services. Time Warner Cable Media, the advertising 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.timewarnercable.com, www.twcbc.com, www.navisite.com, and www.twcmedia.com.