Step-by-Step Instructions: My TWC

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My TWC® App

Follow detailed instructions for using the My TWC® app to pay your bill, manage your appointments, and more.

 

Appointments

  1. Launch the My TWC® app. 
  2. Sign in to your account using your TWC ID username and password. 
  3. From the main screen, select Appointments
  4. You will be taken to the appointments screen where you can see scheduled appointments including: 
  • The technician’s approximate arrival window
  • The type of service appointment scheduled
  • Other important details pertaining to your appointment
  1. To reschedule, select the Reschedule button and choose a new appointment date and time. 
  2. Select Set.
  3. Select Confirm.
  4. Select Continue to save your new appointment or Cancel Changes to start over. 
  5. To cancel an appointment, select Cancel Appointment
    Note: Some appointments for new installation and upgrades are not available for cancellation using the My TWC app.
  6. Select Confirm to complete the cancellation. 

Billing

  1. Launch the My TWC® app. 
  2. Sign in to your account using your TWC ID username and password. 
  3. From the main screen, select Make Payment
  4. Tap Please Select Payment Method and make your choice from the following options: 
  • Electronic Funds Transfer
  • Debit Card
  • Credit Card
  1. Enter payment information. Note: If you have previously made a payment from the app and you selected to make your payment method available for future payments, you will see the option to select that payment method and won't need to enter the below information. 

Electronic Funds Transfer:

  • Choose a payment amount
  • Choose an account type
  • Provide the account information

Credit or Debit Card:

  • Choose a payment amount
  • Provide the card information
  1. Click Continue.
  2. View the payment confirmation. If any details of your pending payment are incorrect, select Back to make changes. 
  3. The checkbox for Make this [type of payment] available for future payments on this app is checked by default. If you do not wish to make the payment method available for future payments, tap the box to remove the check. 
  4. Once you have verified everything is correct, click Submit Payment Now.
  5. You will see confirmation that your payment was successfully submitted. 

Troubleshooting

  1. Launch the My TWC® app. 
  2. Sign in to your account using your TWC ID username and password. 
  3. From the main screen, select View Services to see the services on your account or Check Equipment to check the status of your equipment. 
  4. Select Check Equipment to have the app automatically begin checking the status of your equipment. 
  5. Once the check of your equipment is complete, the screen will expand to list the specific information for each piece of equipment. 
  • A green check indicates the equipment is connected.
  • A red X indicates an issue was found and the equipment is offline.
  • A yellow circle indicates that status could not be determined.
  1. The My TWC app will also let you know when there is an outage in your neighborhood affecting your TV, Phone or Internet service. 
  2. To begin troubleshooting, select the services you are having issues with and tap the Troubleshoot button.
  3. Tap Please Select a Symptom and make a choice. 
  4. Follow the prompts to complete the troubleshooting steps. 
  5. If you do not see your issue in the dropdown menu, tap the link titled Manual Troubleshooting Tips at the bottom of the screen and follow the prompts.
  6. After following all troubleshooting steps, if your issue persists you will get a message containing information on contacting customer care.
  7. Select Services to view a list of the services on your account. 
    For more information, tap the plus (+) sign to the right of the screen for an expanded view of the specific details for each service.

Support

  1. Launch the My TWC® app. 
  2. Sign in to your account using your TWC ID username and password. 
  3. Select TWC Community Forums, Twitter or How-To Videos to get help with your questions or concerns.  In some areas you can also choose to Talk to TWC and we'll take your number and call you when a representative is available.

TWC apps

  1. Launch the My TWC® app. 
  2. Sign in to your account using your TWC ID username and password. 
  3. Select a TWC app to download or, if the app is already installed on your device, launch it with a tap. 

VoiceZone®

  1. Launch the My TWC® app. 
  2. Sign in to your account using your TWC ID username and password. 
  3. From the main screen, select Manage Home Phone to edit your settings or Voicemail to manage, listen to or respond to your messages. 
  4. Select Voicemail to be taken to the screen where you can view and manage your messages. The icons represent action you can take on an individual message. 
  • Speaker – Listen to the message
  • Phone – Return the call or text the caller (if you are using a Smartphone)
  • Arrows – Forward the message via email
  • Trash can – Delete the message
  • Mark as Unheard – Mark the message as heard or unheard (a white reel indicates “heard” and a blue indicates “unheard”)

Note: Before you listen to a message, you will be prompted to enter your Voicemail PIN. Check the “Save PIN” option to skip this step in the future

  1. Select Manage Home Phone to be taken to the Settings screen where you can manage call forwarding options, change your Voicemail PIN or remove a saved PIN.