Customer Support
Welcome
Use the quick links below to find popular solutions, search the Ask TWC - Virtual Assistant for answers or sign in to My Account or the My TWC® app to pay your bill, activate and troubleshoot equipment and more.
My Account
My TWC® app
-
Download the app:
Try These Solutions First
Learn how to pay your bill, register for a TWC ID, manage your account, manage appointments and more.
Troubleshoot your TV service, find local channels, understand The Guide, see how to program your remote control, learn about Digital Adapters and more.
Retrieve or change your WiFi password, check for outages, troubleshoot your Internet service, learn about free antivirus software and more.
Find troubleshooting steps and see how to manage your phone features in VoiceZone®.
Access the IntelligentHome customer website or use the IntelligentHome app to program and manage your IntelligentHome security system.
-
IntelligentHome service - Call 1-855-632-60601-855-632-6060
Learn how to set up, access and manage your TWC Mail accounts.
Self-Service Tools
Get the most out of your TWC services with apps for your mobile devices and support tools online.
MY ACCOUNT & MY TWC® APP
Use My Account or the My TWC® app to pay your bill, activate and troubleshoot equipment, manage settings for your TV, Internet and Phone service, receive up-to-the-minute service alerts and more. A TWC ID is required.
My Account
-
Not registered?
-
Can’t sign in?
My TWC® app
-
Download the app:
WIFI TOOLS & APPSInternet speed
Check the upload and download speed from your Internet modem.
WiFi Finder® app
Locate hundreds of thousands of TWC and partner WiFi hotspots nationwide for fast reliable Internet on-the-go.
Download the app:
TWC WiFi
Register your family’s devices to connect to our nationwide hotspot network.
TV TOOLS & APPSProgram your remote
Find device codes to program your TWC remote control to your TV.
TWC TV® app
Watch your favorite shows in the comfort of your home, the gym, a coffee shop — virtually anywhere on multiple devices.
Download the app:
PHONE TOOLS & APPSVoiceZone®
Manage your Voicemail and other phone features with the online portal called VoiceZone®.
Phone 2 Go app
Understand how to navigate the app, adjust settings and troubleshoot.
TWC MAIL TOOLSTWC Mail
Manage your mail preferences, create sub-users, set mailbox size, block messages and more.
RESOURCESAccount & Billing Overview
Learn how to register for a TWC ID so that you can manage your account and pay your bill online, watch TV using apps, use WiFi hotspots and much more.
Use your TWC ID to access My Account or the My TWC® app to troubleshoot equipment issues.
My Account
My TWC® app
-
Download the app:
Billing
Learn about the many bill payment options and how to understand your bill statement.
Service Changes
Learn about self-installation options and find help for moving, transferring or adding services.
Registration
Learn how to register for a TWC ID and retrieve a forgotten password.
Manage Your Account
The online tool My Account and the My TWC® app put you in control. Understand the benefits and how they work for you. You can pay your bill, reschedule and manage your TWC appointments and more.
Resources
Billing
PAYING YOUR BILL Paying your bill is more convenient than ever before with these options -- online via My Account, through the My TWC® app, by phone, in person, by mail.
UNDERSTANDING YOUR BILL Let us help you take the mystery out of your monthly statement.
FREQUENTLY ASKED QUESTIONS
Service Changes
SELF-INSTALLATION Easy Connect Kits empower you to install your TV, Internet or Phone without a visit from a TWC technician and whenever it's convenient for you.
Registration
SIGN UP FOR A TWC ID A TWC ID allows you to view & pay your bill, activate and troubleshoot your equipment, connect to WiFi hotspots, watch live TV online, manage voicemail and program your DVR.
Manage Your Account
MY ACCOUNT Access to online bill pay options, the ability to update your account information, and tools to help manage your TV, Internet and Phone services all in one convenient location.
MY TWC® APP Manage your account from anywhere, review your bill, manage service appointments, and set up call forwarding with the My TWC® app.
-
Download the app:
MANAGING APPOINTMENTS View, reschedule or cancel appointments easily within My Account or the My TWC® app.
RESOURCES
TV Support Overview
Find guided troubleshooting, get help with installation and equipment activation, locate channels and see how to use The Guide.
Use your TWC ID to access My Account or the My TWC® app to troubleshoot equipment issues.
My Account
My TWC® app
-
Download the app:
Get Connected
Find help with missing channels, picture quality and equipment.
On-screen Guide & Channels
Discover tips about The Guide -- finding shows, setting favorite channels, using parental controls. Find local channels and listings. Learn about On Demand and Pay-Per-View.
Adapters & CableCARD™
A Digital Adapter or a CableCARD™ allows you to view digital TV services without needing a cable Set-Top Box.
Equipment
Find user guides and learn how to program your TWC remote to your devices.
Get Connected
CHANNELS & PICTURE Find help with TV issues, such as missing channels or picture quality.
SELF-INSTALLATION
Easy Connect Kits empower you to install your TV, Internet or Phone when it's convenient for you and without a visit from a TWC technician.
REMOTES Locate instructions and programming codes for your devices or replace your current or lost remote at a local TWC Store location.
RESOURCES
On-screen Guide & Channels
THE GUIDE
Our interactive programming Guide helps you find shows to watch, mark channels as favorites, use parental controls and pause live TV -- all by using your remote control.
FINDING CHANNELS
See a list of channels based on your TV package.
-
Note for customers with Digital Adapters:
On the channel lineup page, download the PDF for your lineup, which includes an indicator for channels not available with a Digital Adapter.
ON DEMAND
Learn how to access and use On Demand programming.
PAY-PER-VIEW
Where to find and how to order Pay-Per-View events using your remote.
APPS
With a TV subscription and Internet access from Time Warner Cable, you can watch TV on your favorite devices.
FREQUENTLY ASKED QUESTIONS
Adapters & CableCARD™
DIGITAL ADAPTERS A Digital Adapter is a small converter, about the size of a deck of cards, that allows you to view digital TV services on your television without the need for a Set-Top Box.
CableCARD™ A CableCARD™ is a small device you install in your TV that allows you to view digital TV services without needing a cable Set-Top Box.
RESOURCES
Cable Boxes
USER GUIDES See our full list of cable boxes or choose here from our most common models:
RESOURCES
Remotes
USER GUIDES See our full list of remote controls or choose here from our most common models:
RESOURCES
Internet Support Overview
Find guided troubleshooting and see how to manage your Home WiFi and Internet security.
Use your TWC ID to access My Account or the My TWC® app to troubleshoot equipment issues.
My Account
My TWC® app
-
Download the app:
Get Connected
Learn how to retrieve or change your WiFi password and troubleshoot.
Manage WiFi
Discover tips for optimizing your home WiFi connection and learn how to connect when you’re away from home.
Internet Security
Learn about free McAfee® software that protects your computer and your family.
Equipment
Find user guides, learn the proper way to reboot your modem and learn WiFi basics.
Resources
Get Connected
GUIDED TROUBLESHOOTING View guided troubleshooting and learn what affects speed. Sign in to My Account or use the My TWC® app to troubleshoot your devices. A TWC ID is required.
SELF-INSTALLATION
Easy Connect Kits empower you to install your TV, Internet or Phone when it's convenient for you and without a visit from a TWC technician.
RESOURCES
Manage WiFi
HOME WIFI
Manage your Home WiFi network name, password and security settings and learn what impacts WiFi performance.
WIFI HOTSPOTS
Need help connecting? Find sign-in help, register your devices and locate hotspots with the TWC WiFi Finder® app.
-
Download the TWC WiFi Finder® app:
RESOURCES
Internet Security
SECURE YOUR CONNECTION Make sure your computer and family are protected with free McAfee Antivirus and Parental Controls software. Use your TWC Mail address and password to register.
AVOID ABUSE
Learn how to protect yourself from email scams and Internet abuse. Report abuse and review TWC’s Internet policies.
RESOURCES
Internet Modems
USER GUIDES See our full list of internet modems or choose here from our most common models:
ARRIS TG1672G
Approved for Internet plans with download speeds of up to 300Mbps.
ARRIS TG862G
Approved for Internet plans with download speeds of up to 100Mbps.
Ubee/Ambit DVW32CB
Approved for Internet plans with download speeds of up to 300Mbps.
Technicolor/Thomson/RCA TC8717T
Approved for Internet plans with download speeds of up to 300Mbps.
RESOURCES
Wireless Routers
USER GUIDES Routers listed here are stand-alone models. For modem-router combos, see Internet Modems.
RESOURCES
Phone Support Overview
Find guided troubleshooting and see how to manage your phone features in VoiceZone®.
Use your TWC ID to access My Account or the My TWC® app to troubleshoot equipment issues.
My Account
My TWC® app
-
Download the app:
Get Connected
Tools and tips for troubleshooting your Phone service, such as no dial tone or poor sound quality. Learn how to troubleshoot your devices.
Manage Phone Features
Learn about Voicemail as well as basic and advanced phone features, such as how to block unwanted telemarketing calls, assign distinctive ring tones and set up Voicemail notifications with VoiceZone®.
Phone Modems
Find user guides and learn how to activate a new phone modem.
Resources
Get Connected
GUIDED TROUBLESHOOTING Tools and tips for troubleshooting your Phone service, such as no dial tone or poor sound quality.
SELF-INSTALLATION Easy Connect Kits empower you to install your TV, Internet or Phone when it's convenient for you and without a visit from a TWC technician.
Manage Phone Features
VOICEZONE® Sign in to VoiceZone® on your computer or the My TWC® app to manage your voicemail and phone features. A TWC ID is required.
VOICEMAIL Listen to Voicemail from your phone or online. Have your messages transcribed into text and sent to your email or smartphone by adjusting the settings in VoiceZone®.
BASIC & ADVANCED FEATURES View guided instructions to block unwanted telemarketing calls, assign distinctive ring tones, set up voicemail notifications, Answer Anywhere and more.
PHONE 2 GO Phone 2 Go is an app that's included with your TWC Phone plan that empowers you to answer landline calls on your linked cellphone or tablet, check voicemail and make calls when you're away from home -- even out of the country. A TWC ID is required to use the app. Register now
Phone Modems
USER GUIDES See our full list of Phone modems or choose here from our most common models:
ARRIS TG1672G
Approved for Internet plans with download speeds of up to 300Mbps.
ARRIS TG862G
Approved for Internet plans with download speeds of up to 100Mbps.
Ubee/Ambit DVW32CB
Approved for Internet plans with download speeds of up to 300Mbps.
Technicolor/Thomson/RCA TC8717T
Approved for Internet plans with download speeds of up to 300Mbps.
RESOURCES
Home Security Support Overview
Access the customer portal or use the IntelligentHome app to program and manage your IntelligentHome security system. Select a link below to start.
Get Connected
Learn the IntelligentHome basics, see how to navigate the customer portal and use the IntelligentHome app.
Home Management Rules
Learn about the home management settings that our users have told us are genius. See how you can make your home work for you and be more efficient.
FAQs
Find answers to Frequently Asked Questions about IntelligentHome.
Equipment Manuals
Download PDFs of the quick start guide, door lock instructions and more.
Get Connected
UNDERSTANDING BASICS
Learn about security zones, motion detectors, arming modes, alarms, notifications and how to change batteries.
CUSTOMER PORTAL Sign in to the portal to manage your home security settings, watch live and recorded video, personalize your home management rules and more. Note that your IntelligentHome username and password are not the same as your TWC ID.
INTELLIGENTHOME APP Use the IntelligentHome app to program your thermostat, adjust lights, lock and unlock the door and more from anywhere.
-
Download the app:
RESOURCES
Home Management Rules
RULES FROM OUR USERS
IntelligentHome customers have written to us, explaining their favorite home management features. Here they share with you steps for setting up some cool features.
PERSONALIZE TOUCHSCREEN
Did you know you can use your IntelligentHome Touchscreen as a digital frame using the free FotoFrame app?
FAQs
POPULAR QUESTIONS
Find answers to the most common questions about IntelligentHome.
Equipment Manuals
GUIDES AND INSTRUCTIONS Download PDFs of IntelligentHome brochures.
TWC Mail Support Overview
Connect with family and friends using TWC Mail. Learn how to set up, access and manage your email accounts using the links below.
Email Setup
Learn how to set up your email account for the first time, retrieve a forgotten username or password, avoid scams and more.
Manage Accounts
Learn how to create subusers, check your mailbox size, adjust your mailbox size, allow and block messages and more.
Resources
Email Setup
TWC MAIL SETTINGS Access your TWC Mail from any device by going to mail.twc.com or set up your TWC Mail using an email client, such as Outlook. You will need your TWC Mail username and password to sign in.
USERNAME AND PASSWORD We all have too many passwords and forget them sometimes. Retrieving a lost password or changing it is just a click away.
RESOURCES
Manage Accounts
TWC SUBSCRIBER SELF CAREManage your TWC Mail accounts with TWC Subscriber Self Care. Some features such as adding a new sub user or allocating mailbox size are available only with the Master Account.
Access Subscriber Self Care to:
- Create a new sub user
- Check your mailbox sizes
- Set your mailbox sizes
- Allow and block messages
RESOURCES
