Customer Support

Ask TWC

Find the answers to questions our customers ask most often, such as:

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? Register for a TWC ID
  • Can’t sign in? Reset your password
My TWC® app
  • Download the app:

      
WIFI TOOLS & APPS
Internet 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 & APPS
Program 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 & APPS
VoiceZone®

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 TOOLS
TWC Mail

Manage your mail preferences, create sub-users, set mailbox size, block messages and more.

RESOURCES

Account & 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.

MAKING CHANGES

Contact us to remove channels or services.


RESOURCES

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:

 

Explorer 8300/8300HD DVR

 

Cisco Explorer 4640HDC

 

Motorola DCX3400M

 

Samsung SMT-H3262

RESOURCES

Remotes

USER GUIDES

See our full list of remote controls or choose here from our most common models:

 

Universal Clikr-5 UR5U 8780L

 

Philips RC122

 

Universal Clikr-5 UR5U 8790L

 

DTA Remote Cisco

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.