1
Table of Contents
CUSTOMER HANDBOOK
Table of Contents
DIGITAL CABLE.................................................................................. 2-19
Remote Control................................................................................ 4
Time Warner Cable On-Screen Program Guide................................. 5-11
Main Menu....................................................................................... 5
Guide................................................................................................ 6
DVR...................................................................................................... 7-9
On Demand........................................................................................... 10
Parental Controls.................................................................................. 11
Setting Up Your Locks Pin Number................................................ 11
Changing Up Your Locks Pin Number............................................ 11
Blocking Methods.......................................................................... 11
Locking a Program or Channel....................................................... 11
HTDV................................................................................................ 12-13
Self-Installation................................................................................. 14-17
Troubleshooting................................................................................ 18-19
ROAD RUNNER HIGH SPEED ONLINE........................................... 20-31
Getting Started...................................................................................... 21
System Requirements........................................................................... 22
Road Runner Self-Installation................................................................ 23
Personalizing Your Road Runner...................................................... 24-25
Communication Tools....................................................................... 26-28
Internet Security Tools........................................................................... 29
Troubleshooting................................................................................ 30-31
HOME PHONE................................................................................. 32-43
Getting Started...................................................................................... 33
Calling Features............................................................................... 34-36
Voice Mail......................................................................................... 37-39
FAQs................................................................................................. 40-43
CUSTOMER SERVICE...................................................................... 44-51
Service Procedures.......................................................................... 45-47
Understanding Your Statement.............................................................. 48
Bill Payment Options............................................................................. 49
Customer Guide to Equipment......................................................... 50-51
Notices.......................................................................................... 51-58
Privacy Notice........................................................................... 51-52
Terms of Service............................................................................. 53
Subscriber Agreement............................................................... 54-58
DIGITAL CABLE
Remote Control.................................................................4
On-Screen Program Guide............................................ 5-6
DVR.............................................................................. 7-9
On Demand.................................................................... 10
Parental Controls........................................................... 11
HDTV....................................................................... 12-13
Self-Installation......................................................... 14-17
Troubleshooting........................................................ 18-19
3
I Digital Cable
CUSTOMER HANDBOOK
Digital Cable | Southern California’s Best Way to Watch Television
Digital Cable offers better quality picture and sound, and more channel selection – including cable-exclusive Dodgers™ OnDemand and other local
sports.
With Digital Cable, you could get over 250 channels, plus the
Time Warner Cable On-Screen Program Guide, a valuable tool
that helps you easily find the programs you want to watch and
much more!
On Demand lets you use your remote control to instantly watch
movies or your favorite shows on your own schedule. Pause,
rewind, or fast-forward as you watch.
Easy-to-use Parental Controls will give you peace of mind
because now you can manage what your children watch, when
they watch and how long they watch. (For more details on
Parental Controls see pg. 11)
Time Warner Cable is your best choice for High Definition
because we are the Home of Free HD! If your TV set is HDTVready, you can get the same quality sound and picture you
would expect in a movie theater. HDTV brings deep, brilliant
colors, the highest resolution picture available and Dolby Digital
Surround Sound® right into your home. And you get local
channels in High Definition, too.
All digital cable subscribers also receive Video On Demand, an
exclusive service of Time Warner Cable. It features local sports,
entertainment, organizations and people from our community.
Music Choice® is another great feature of Digital Cable. You
get over 40 channels of 24-hour, non-stop, commercial-free,
crystal-clear, CD-quality music in a wide variety of styles, plus
local radio stations.
CUSTOMER HANDBOOK
Remote Control
I
4
Remote Control
While your Digital Remote Control is pre-programmed to operate your Digital Cable Box, you
must also set up your Remote to work with your particular TV.
1
2
3
4
1
2
SETUP: Programs the Remote to control
home entertainment devices (TV, DVD, VCR,
etc).
DEVICE BUTTONS: Each button
(or key) selects a different device
(TV, Cable, DVD, etc) to control.
3
GUIDE: Displays Program GUIDE.
4
ARROWS: Use to navigate through
Program GUIDE, title banner or
SETTINGS menus.
5
DAY: In the Program GUIDE
+ Move forward a day
– Move back a day
6
OK/SELECT: Use to accept or select the
option on the screen.
7
VOL: + Raises Volume;
– Lowers Volume.
8
FAV: Selects Favorite channel.
9
MUTE: Turns off sound.
Press again to restore sound.
14 VIDEO SOURCE: Use to access a
different input source.
15 PWR/MASTER POWER: Controls the
power for home entertainment devices.
17 INFO: Shows information about the program
7
20
8
9
21
19 EXIT: Quits program GUIDE or Channel
10
11
22
23
on screen. Press twice for more information.
screens and Program GUIDE
Banner.
20 CH: + Channels Up;
– Channels Down
21 LAST: Recalls the channel previously
22 LIST (DVR ONLY): Displays the list
of recorded shows (if available).
23 LIVE (DVR ONLY): Returns to
functions for various devices.
by number or enter PIN.
13
watching live TV.
25 SWAP (DVR ONLY): Switches back and
13 NUMBERS: Use to input Channels
12
viewed.
11 REPLAY (DVR ONLY): Replays the last 7
12 VIDEO CONTROLS: Controls video
18
19
18 PAGE+ PAGE–: Moves through menu
24 HD/ZOOM: Changes the aspect ratio
seconds of the current show.
6
16
17
16 SETTINGS: Displays Settings Menu.
10 ON DEMAND: Each button is pre-set to
access specific ON DEMAND features.
5
15
of the current show (if available).
forth between the two tuners.
24
25
14
PLEASE NOTE:
Your remote control
may look slightly
different from the one
pictured here, but
most of the function
keys are common to
all remote controls.
Yours should work
in the same manner
and your keys should
be located in similar
places.
5
I On-Screen Program Guide & Main Menu
CUSTOMER HANDBOOK
On-Screen Program Guide
Main Menu
Yellow is our highlight color. When something is highlighted,
such as a button selection or program listing, you’ll see it outlined in
yellow.
• To move the highlight, press the
, in the direction you want to
move.
Pressing MENU twice brings up the screen below. From this Main Menu
you can:
• To select the highlighted item, press
.
• Access detailed information and ordering screens from the on-screen
promotions or any of the program listings.
• Highlight the on-screen promotions or any program listing, then
press
to see an information screen.
• To change channels by using the number pad, enter the channel
number and press
:2+
.
• Use the arrow keys to set reminders, set locks, order Pay-Per-View,
and more.
• To learn more about a feature, just press HELP.
• Press INFO while highlighting a program to access detailed
information.
• You may clear any screen on the Guide options by pressing
the EXIT button.
Helpful Hint
When your digital receiver is first installed, it may take up to 4 hours
to fully load the data necessary to operate the Interactive Guide. The
data will load with the most recent programming first and current
program information will be available in the first 30 minutes.
The digital receiver requires a constant power supply to retain all
stored data. If the digital receiver is unplugged, power is cut or
there is a power outage, it will need to reload the data necessary to
operate the Interactive Guide.
• Press Up|Down Arrows to highlight a program.
• Press
. If the program is on now, you’ll be able to tune to it. If
the program is on later, you’ll be asked to set a reminder for it. If the
program is on Time Warner Cable Pay-Per-View, you can order it.
• Press LOCK to restrict viewing of the currently highlighted program.
CUSTOMER HANDBOOK
Guide
I 6
Guide
You’re in control! Get the information you want instantly, at the touch of a button. Scroll through channel by channel, page through five channels
at a time or enter a new channel number manually. With the Time Warner Cable Guide you can view up to eight days of programming.
INFO Bar
The INFO Bar appears at the bottom of the
screen and displays the channel, title, rating,
and other details about the program.
• Press the INFO button while watching TV to
display the INFO Bar.
Quick Menu
The Quick Menu provides shortcuts to
key features. To access Quick Menu
from any screen, press the MENU
button once.
• The INFO Bar also appears when you
change channels using the Channel +/buttons.
• Press
INFO
again for more information.
Mini-Guide
Listings by Time
The Mini-Guide lets you browse through other
available listings while you watch TV.
• Highlight “By Time” in the Main
Menu and press
.
• Press
while watching TV to access the
Mini-Guide.
• Programs are then organized by their
start time.
• Press
to see listings for future
time periods.
All images are the property of their respective copyright owners.
7
I Digital Video Recorder
CUSTOMER HANDBOOK
Digital Video Recorder | DVR
Once you use it, you’ll wonder how you ever did without it! Don’t just record TV, control it with Time Warner Cable’s DVR.
How does it work?
DVR lets you record your favorite shows
by just highlighting the program in your
On-Screen Program Guide and pressing record.
You can even program your DVR to record an
entire season with one easy step.
Your DVR can output both standard definition
and high definition (HD) programming.
So, if you have an HDTV, you can record and
watch your favorite high definition
programs in HD.
Watch your favorite shows
anytime you want.
A DVR lets you watch the shows you
record whenever it’s convenient for you.
With a DVR you can create your own
prime time – at any time.
Never miss a moment of a live TV program.
You can also control live TV with a DVR. You’ll
never miss a single minute of a show you’re
watching. Need a snack? Phone rings? Want to
see a game play over again? Create your own
instant replays with the touch of a button.
DVR Capabilities:
• Record a program and watch it
whenever it is convenient for you.
•P
ause a live program and instantly
replay live TV.
•R
ewind the show you have been watching.
• Fast-forward.
• Watch a scene in slow motion.
•W
atch one show while
recording another.
• Record two shows at the same time.
• Watch two live shows at once.
•U
se Parental Controls on what can
be recorded and played back.
The technology is advanced,
but using it is simple.
DVR lets you do everything at the touch of a
button. And you don’t have to worry about any
extra equipment since the Digital Video Recorder
is built into your new digital cable box.
If you currently have Digital Cable, all you need
to do is call your local Time Warner Cable office
at 1-888-TW-CABLE to upgrade your current
cable box. We’ll even send your DVR by mail if
you prefer to install it yourself. (See page 15 for
DVR Self-Installation instructions.)
Digital Video Recorder
CUSTOMER HANDBOOK
I
8
Digital Video Recorder | DVR CONTINUED
How to Control Live TV
Indicates when
you first tuned to
the channel
Current position
in viewing the
program
• Press PAUSE to pause live TV for up to 90
minutes.*
• Press PLAY to start watching again.
• Press FAST-FORWARD or REWIND up
to four times to rewind or fast-forward at
different speeds.
• Press LIVE to jump back to live TV.
• Press INSTANT REPLAY to see an
instant replay.
• Press SWAP to switch between 2
programs and preserve the automatic
Live TV recording for each. If you change
channels without using swap, you will lose
the automatic Live TV recording for the
previously watched channel.
• Press RECORD to start recording the
current program and save it to the Personal
Video Library.
The DVR will automatically record up to one hour
of live TV, beginning from the point when you tune
to a channel. This feature allows you to pause and
rewind live TV.
* Pause capacity depends on video format; less
than 15 minutes for High-Definition programming.
How to Record from Listings
• Select your Scheduled Recording in the
listings, it will be indicated by the red dot
in the Instant Info.
• Press OK or INFO and select the
ACTION (Red dot) Icon to change
your options or delete the Scheduled
Recording.
• From here, select
= Icon to cancel
the recording, or select
Icon to see
all the Recording Options.
How to Record Using the Interactive
Program Guide
• Press GUIDE to display the Interactive
Program Guide.
• Use
to highlight the program you want
to record.
• Press INFO to get the information screen.
• Highlight ACTION (Red dot) icon on the
Interactive Program Guide and press
OK/SELECT to record the program at the
time it is scheduled.
9
I Digital Video Recorder
CUSTOMER HANDBOOK
Digital Video Recorder | DVR CONTINUED
How to Record All Season Long
• Press GUIDE to display the Interactive Program
Guide and highlight the show you want to record.
• Press INFO and select the ACTION (Red dot) icon
on the Interactive Program Guide.
• Select the ‘Create a Series Recording’ icon.
• Select the episode type to record, such as “First
Run Only” or “All Episodes.” Specify how many
recordings to save and how long to save the
recording.
How to Verify Your Show is Recording
• Just look for the red light or REC displayed on the
front of your cable box. When you tune away from
the Program Guide, you will also get a message
giving you the option to stop or continue the
recording.
The record indicator (red dot) will appear next to the
program name in the listing and in the information screen.
How to Stop a Recording
• Start by pressing STOP. The screen will display
several options. Use the
to highlight the
desired action and press OK/SELECT.
How to Watch Your Recorded Shows
• From the Main Menu, select DVR, then
select ‘My Recordings’. Use the
to find
the program you want to watch.
• Press OK/SELECT or INFO to select the
program.
• From the information screen, select the ‘Play’
icon to resume play from where you left off
or select the ‘Rewind’ icon to restart from
the beginning.
Delete or Modify Your Recorded
Programming
• To delete a recording, go to the recorded
program’s Information screen and select the
’X’ icon.
• For additional options, such as deleting the
recording when space is needed, select the
‘!’ icon to modify the ‘Delete Priority’ setting.
the beginning.
DVR equipment shown is for representation only.
Actual equipment may vary. DVR service fee required
with DVR equipment for DVR service. To record HD
programs, an HD television (not provided) is required.
CUSTOMER HANDBOOK
On Demand
I 10
On Demand | YOUR VIDEO LIBRARY IS STORED ON CHANNEL 1.
You now have instant access to a full video library of movies,
premium series and some of your favorite shows with Video
On Demand. Play, pause, fast-forward and rewind ANY
On Demand program from your remote control.
FREE On Demand gives you access to a library of programming from the most
popular networks like A&E, Food Network and Comedy Central. Best of all, they’re
FREE with Digital Cable.
ENTERTAINMENT
LOCAL
on demand
KIDS
MTV2 LOGO &
Movies On Demand
Rent movies from the comfort of your home. There is always GUIDELINES
LOGO SIZES
a variety of films to choose from and many titles are also
available in HD. You’ll never have to run to the store to rent a
movie again.
Premiums On Demand
RULES FOR USE OF THE MTV2 LOGO
Watch the best of HBO®, Cinemax®, Showtime®, Starz® and
The Movie Channel™ anytime. Your favorite Premium shows
and blockbuster movies are ready for viewing On Demand
when you subscribe to the corresponding Premium network.
REGULAR
MUSIC
SPORTS & FITNESS
EN ESPAÑOL
SMALL
LIFESTYLE
1. The MTV2 logo is available in two sizes: REGULAR and SMALL. Please use them appropriately,
it is important to use the SMALL version when the logo is one inch or smaller.
FIND IT ON DEMAND
2. The word “MTV2” inside the dog is not a font. It is art, DO NOT CHANGE IT.
3. The MTV2 logo in its entirety is art, and must be used as provided to you. It is our brand identity.
4. Do not add drop shadows or halos to the logo.
Automotive
5. Do not place art (or patterns) within the “dog” logo.
6. The logo can be colored in any way, as long as it is in accordance with the design used.
The logo can be a one or two color design. Please see color chart for proper color usage.
GOOD COLOR USAGE
BAD COLOR USAGE
CUTTING EDGE
On Demand
Health Solutions
On Demand
INTERNATIONAL
7. The word “MTV2” should always be in one color.
8. Always include the appropriate trademark symbol by placing the TM underneath the
left front leg.
LOGO CHECKLIST
DO NOT BLEED THE LOGO OFF THE PAGE.
DO NOT TILT THE LOGO.
DO NOT TWIST HE LOGO.
DO NOT STRETCH VERTICALLY OR HORIZONTALLY.
DO NOT BEND THE LOGO.
HD Showcase
On Demand
... AND MORE!!!
11
I Parental Controls
CUSTOMER HANDBOOK
Parental Controls | SET YOUR LOCKS PIN
Parental Controls | SET YOUR BLOCKING METHOD
You must have a Locks PIN Number to block programming and manage
Parental Controls. When you first set up Parental Control, you will use the
default PIN Number 0000 to enable the Locks PIN. After the Locks PIN
has been set up, you can change the Locks PIN at any time.
In addition to delivering hundreds of channels, Time Warner Cable lets you
manage those channels with sophisticated Parental Control capabilities based
on several standards termed “Blocking Methods.” You’ll find helpful information
about the different Blocking Methods at controlyourtv.org (English) or
ControleSuTelevisor.org (Spanish).
Setting up your locks PIN number
blocking methods
1. Press MENU twice to display the Main Menu.
2. Use the arrow keys to highlight Parental Controls.
. The PIN ENTRY Screen will appear.
3. Press
4. Using the numbers on your remote control:
a. Enter the new PIN.
b. Enter the new PIN again to confirm.
c. The PIN ENTRY Screen will disappear.
1. Press MENU twice to display the Main Menu.
2. Use the arrow keys to highlight Locks Setup and Press
3. Use the arrow keys to select the Blocking Method.
a. Title Locks
Changing up your Locks PIN number
1. Press MENU twice to display the Main Menu.
2. Use the arrow keys to highlight Setup and Press
.
3. Use the arrow keys to select PINs Setup.
4. Using the numbers on your remote control:
a. Enter your current PIN to clean your current Locks PIN.
b. Enter your new Locks PIN.
c. Enter the new PIN again to confirm.
d. The PIN ENTRY Screen will disappear.
.
Blocks shows or movies by title. (Select titles to block using the Guide
Info screen)
b. TV Rating Locks
Blocks shows in the Rating Category that you select.
c. Movies Rating Locks
Blocks movies in the Rating Category that you select.
d. Master Locks
Gives you the option to bypass all locks or to remove all previously set locks.
e. Adult Titles
Gives you the option to show or hide Adult titles.
locking a program or channel
1. Select the LOCK icon on the program information
screen in the guide.
2. Enter your PIN.
3. You can lock out the channel, title, or rating by
using the on-screen prompts.
4. When the padlock symbol appears, the lock is in
place.
5. To cancel the lock, highlight the locked field and
press LOCK again.
CUSTOMER HANDBOOK
HDTV
I 12
HDTV | HIGH-DEFINITION TELEVISION
Time Warner Cable is the home of Free HD Programming. HDTV provides an extremely
high-resolution picture with digitally enhanced sound, all presented in wide screen format.
HDTV is the ultimate home viewing experience! If your television set is HDTV ready and you are a Time
Warner Cable digital subscriber, there’s no additional monthly charge for HDTV. Plus, there’s no other
equipment to buy to receive startlingly clearer, crisper images. We just switch you to an HD cable box.
Don’t forget to program your cable box to the capabilities of your HDTV using the On-Screen Menu.
This allows the cable box to automatically optimize both Standard and High-Definition video, based on
your HDTV and personal preferences.
If Your TV Type is Widescreen (16:9), Highlight One of the Following Settings:
•Letterbox 16:9 picture
Widescreen programs will be displayed unaltered; black bars appear above and
below the picture.
•Zoom 16:9 picture
Widescreen programs will be zoomed to fill the screen. Some of the picture will be
cut off.
•Squeeze 16:9 picture
Widescreen programs will be squeezed to fit the screen. Images will be distorted.
If Your TV Type is Standard (4:3), Highlight One of the Following Settings:
•Sidebar 4:3 picture
Standard programs will be displayed unaltered; black bars will appear to the left and
right of the picture.
•Zoom 4:3 picture
Standard programs will be zoomed to fill the screen. Some of the picture will be cut
off.
•Stretch 4:3 picture
Standard programs will be stretched to fill the screen. Images will be distorted.
*For a full listing of High Definition channels, please go to www.timewarnercable.com/socal.
For more details on configuring your cable box output settings, including setting Closed Caption preferences,
visit www.motorola.com/broadband.
Digital Cable customers get HD programming without
paying extra, unlike with satellite – See programs from your
favorite networks such as ABC, CBS, NBC, Fox, FSN,
Discovery, TNT, ESPN, ESPN2, Versus, Golf Channel, and
more! Plus, we're adding new HD channels all the time. You
can also get High Definition movies, events and original
programming from HBO, Cinemax, Starz and SHOWTIME.*
*HBO®, Cinemax® and HBO HDSM are service marks of Home Box Office, Inc.
SHOWTIME® and related marks are trademarks of SHOWTIME Networks Inc, a CBS
company. All other trademarks and service marks are the property of their
respective owners. Not all additional HDTV channels immediately available in all areas.
To receive HD features and benefits, an HD television (not provided) and HD converter
are required.
13
I HDTV
CUSTOMER HANDBOOK
Optimizing Your HDTV Picture
The final step is tailoring your cable box to the capabilities of your HDTV using the On Screen Menu. This allows the cable box to
automatically optimize both Standard and High-Definition video, based on your HDTV and personal preferences.
To access the On Screen Menu, power ON your
HDTV and power OFF the cable box. Press the
MENU button on either your remote control
or the cable box front panel to call up the On
Screen Display.* You may use either the cable
box front panel or the remote control to navigate
the display:
The arrow on the left indicates the position
of the cursor.
•
Press the ▲ and ▼ buttons to select the
setting you wish to change.
•
Press the button to select an option for
that setting.
•
To exit the setting and move to another
setting, use the ▲ and ▼ buttons.
•
Press the POWER or MENU button to exit
the menu and save your settings.
▲
•
Y Pb Pr OUTPUT
Next, use the down arrow to select Y Pb Pr
OUTPUT. This setting indicates the picture
resolution you prefer when watching High
Definition programming. The choices, listed in
order of highest to lowest picture resolution, are
1080i, 720p, 480p, and 480i. Your selection will
depend on which format(s) your HDTV supports.
To maximize your high-definition viewing
experience, refer to your television set owner’s
manual, and use the right arrow button to choose
the setting that indicates the highest picture
resolution that your television will support.
4:3 OVERRIDE
Finally, use the down button arrow to select
4:3 OVERRIDE. By selecting 480i or 480p,
you are telling the cable box to send Standard
Definition programming to your TV in its original
broadcast format. Select OFF and the cable box
will default to the resolution selected in the Y
Pb Pr OUTPUT setting above. To exit and save
changes press the POWER or MENU button.
For more details on configuring your cable box
output settings, including setting Closed Caption
preferences, see the Motorola cable box User
Guide or visit
http://www.motorola.com/Broadband.
* If the On Screen Menu does not appear on your
HDTV screen, your TV may not support the default,
standard definition setting (480i). Use the cable box
front panel LED to view and change your settings.
Self-Installation
CUSTOMER HANDBOOK
I 14
Self-Installation | ways to connect digital cable
If you need to self-install or re-install a Time Warner Cable converter (for Digital, DVR, HD DVR, or HD), you may follow these instructions for the type
of converter you are installing. We have included instructions for the most typical installation of each product.
Your converter may look slightly different from those pictured here, but by following some common standards for audio/video hookup as noted below,
installation should be easy.
Tips for Self-Installation
•
Always match color to color (red to red, white to white, etc.)
•
When connecting same color jacks, one goes to OUT and the other to IN.
•CABLE OUT connection on the Digital Cable box is monaural sound and not recommended for use with Digital Cable. For better
results, use AUDIO and VIDEO jacks.
•
To connect components other than a VCR, visit the “Customer Service” section of www.timewarnercable.com/socal
TV WITH STEREO SOUND
1. Connect the coaxial cable from your wall outlet
to the CABLE IN jack at the back of your Digital
Cable box. These are screw-on connections that
should be finger-snug.
2. Connect each of the color-matched ends
of the red-white-yellow RCA CABLE to the
corresponding AUDIO-VIDEO OUT jacks on the
back of the Digital Cable box.
3. Connect the opposite ends of the RCA CABLE
to the corresponding color INPUTS on the TV.
(located on back of TV set)
4. Take the POWER CORD out of the package.
Connect one end to the cable box and the other
end into the WALL POWER OUTLET (not shown
in diagram).
5. Make sure the TV is plugged into the WALL
OUTLET.
6. This signals the cable box to contact Time
Warner Cable to begin the registration process.
Note: do not disconnect the CABLE INPUT or
the POWER during this process. The process is
complete when you see the TIME displayed on
your cable box.
7. After the TIME display appears on the Cable Box
and TV set, turn on the Digital Cable box (see
green power indicator light) then call
1-888-TW-CABLE to activate your box. Follow
the voice prompts from the output jacks on the
back of the VCR to the inputs on the back of
the TV.
15
I Self-Installation
CUSTOMER HANDBOOK
Self-Installation | CONTINUED
TV WITH VCR or (DVD Burner)
1. Connect the single end of the 2-way splitter to your
wall cable outlet.
2. Connect one COAXIAL CABLE from the splitter on
your wall cable outlet to the CABLE IN jack on the back
of the Digital Cable box.
3. Connect the other COAXIAL CABLE from the splitter
on your wall cable outlet to the ANTENNA IN on the
back of your TV.
4. Connect each of the color-matched ends of the redwhite-yellow RCA CABLE to the color corresponding
AUDIO/VIDEO OUT jacks on the back of the Digital
Cable box.
(located on back
of VCR or
DVD Burner)
5. Connect the opposite ends of the RCA cable to the
color corresponding INPUTS on the VCR (or DVD
BURNER).
CABLE/ANTENNA
(located on back of TV set)
DVR Self-Installation
Typical Connection Instructions
6. Connect the 2nd RCA Cable in the same manner from
the OUTPUT JACKS on the back of the VCR (or DVD
BURNER) to the INPUTS on the back of the TV.
7. Make sure the Digital Cable box, VCR (or DVD
BURNER) and TV are plugged into the wall power
outlet and turned on. Select LINE INPUT (aka VIDEO
INPUT, L1, AUX) on the back of the VCR (or DVD
BURNER) and select VIDEO INPUT on the TV.
8. When you plug in the Power Cord the Digital Cable box
signals Time Warner Cable to begin the registration
process. Note: do not disconnect the Cable Input
or the Power during this process. The process is
complete when you see the TIME displayed on your
Cable box.
9. After the TIME display appears on the Cable Box, turn
on the TV and Digital Cable box (see green power
indicator light) then call 1-888-TW-CABLE to activate
your box. Follow the voice prompts.
Please Note: While recording a channel on the VCR
or DVD, you are able to watch any ANALOG
CHANNEL(2-76) by switching to the antenna input on
the TV.
1. Connect the coaxial cable from your wall cable outlet to the CABLE IN jack on
the back of the DVR Cable box.
2. Connect each of the color-matched ends of the yellow/red/white RCA cable
to the corresponding OUTPUT jacks on the back of the DVR box. Connect the
opposite ends of the RCA cable to the corresponding INPUTS on the television.
3. Select the corresponding input from the television’s Video Input menu.
CUSTOMER HANDBOOK
Self-Installation | CONTINUED
HD or HD DVR Self-installaTion using hdmi Cable
Typical Connection Instructions
Self-Installation
I 16
HDMI cables (6’ or 10’) are available upon
request from Time Warner Cable.
1. Connect the coaxial cable from your wall cable outlet to the
CABLE IN jack on the back of the HD or HD DVR Cable box.
2. Connect the HDMI cable from the HDMI slot on the back of the HD
or HD DVR Cable box to the HDMI slot on the back of the HDTV.
3. Change Audio Settings to HDMI. Using your remote, go to
SETTINGS/AUDIO/AUDIO CODING and select HDMI.
OR
If your cable box has the number 4240, 4250 HDC, 8240 or
8300 HDC in the top right corner on the front, go to SETTINGS/
DEVICES/ AUDIO:DIGITAL OUTPUT and select HDMI.
standard HD DVR Self-Installation
Typical Connection Instructions
1. Connect the coaxial cable from your wall cable outlet to the
CABLE IN jack on the back of the HD DVR Cable box.
2. Connect each of the color-matched ends of the red/green/blue
RCA cable to the corresponding HDTV OUTPUT jacks on the back
of the HD DVR box. Connect the opposite ends of the RCA cable
to the corresponding HDTV INPUTS on the HD television.
3. Connect each of the color-matched ends of the red/white
RCA cable in the same manner from the AUDIO OUTPUT
jacks on the back of the HD DVR to the corresponding HDTV
AUDIO INPUTS on the back of the HD television.
Some 4x3 aspect ratio TVs may display bars at top and bottom.
17
I Self-Installation
CUSTOMER HANDBOOK
Self-Installation | CONTINUED
HDTV
Typical Connection Instructions
1. Connect the coaxial cable from your wall cable outlet to the CABLE IN jack
on the back of the HDTV Cable box.
2. Connect each of the color-matched ends of the red/green/blue RCA cable to
the corresponding HDTV VIDEO OUTPUT jacks on the back of the HDTV
box. Connect the opposite ends of the RCA cable to the corresponding
HDTV VIDEO INPUTS on the back of your HD television set.
3. Connect each of the color-matched ends of the red/white RCA cable in the
same manner from the AUDIO OUTPUT jacks on the back of the HDTV
digital cable box to the corresponding HDTV AUDIO INPUTS on the back
of your HD television set.
CAUTION
Avoid HDTV screen “Burn-in”
Burn-in can damage HDTV displays that rely
on a phosphor coating on the screen. Plasma
TVs and Rear-Projection Cathode Ray Tube
(CRT) TVs are the most vulnerable to burn-in.
(LCD TVs are not susceptible at all.) It is less
likely, but still possible with direct-view
CRT TVs.
Burn-in is permanent. Take all precautions to
prevent it. The only way to repair burn-in is to
replace the CRT, which usually can cost about
the same as your HDTV. Most manufacturers
will not warrant the repair for burn-in.
Time Warner Cable assumes no liability
for screen damage caused by burn-in.
WHAT CAN CAUSE BURN-IN? Burn-in can
occur when a static image such as a video
game, stock or news ticker, or station logo
remains onscreen for an extended period.
Over time, these images can become etched
into the phosphor coating, leaving faint but
permanent impressions on-screen. Another
burn-in risk can occur if you chose to sizedown your screen when viewing non-HDTV
programming. The black bars that appear on
the sides of the picture can cause burn-in.
For that reason, viewing non-HDTV in the
“stretched mode” is a safer choice.
PREVENTING BURN-IN
The chance of burn-in can be reduced, or
possibly eliminated, by properly adjusting
the brightness and contrast settings.
Always turn down contrast to less than 50%.
Viewing standard definition programming in
the stretched mode prevents burn-in from
the black side bars. You will need to use the
HDTV Remote Control to toggle between
the standard video input and the HDTV
(Component) input.
Some 4x3 aspect ratio TVs may display bars at top and bottom.
Digital Cable Troubleshooting
CUSTOMER HANDBOOK
I 18
Digital Cable Troubleshooting | BASICS
Before you schedule an appointment,
here are some things to check.
•M
ake sure your TV is on Channel 3 or the correct
video input if you are using a converter.
• Is the wall power switch controlling electricity to
your TV on? If not, turn the power on and wait 20
minutes for the converter to reprogram itself.
• Are your power cords in good condition?
•A
re the cable connectors in the back of your TV
securely attached?
• Is your TV set plugged into your converter and the
converter plugged into an outlet?
• Are your remote control batteries fresh?
•A
re the switches on your A/B Switch or TV
remote control in the CABLE or “CATV” position
AND the switch on your VCR in the TV position?
• Is the power to other electrical appliances on? If
not, is there a power interruption in your home?
• Is your volume control turned up? Check the mute
button on the remote control.
•D
oes your reception problem occur on all
channels? If it is only on one channel, it is likely
it is a temporary station problem and does not
require cable attention.
Maintenance Outages
Technicians must periodically test and
occasionally repair cable equipment. Cable
repair may cause a temporary loss of service
to a neighborhood. This repair work is usually
conducted in the early morning hours, to
minimize the inconvenience to our customers.
If you experience an outage and call our
Customer Service Department, you will be
informed whether this outage is related to our
maintenance program or whether it is a newly
reported service problem. In either case,
we will be working as quickly as possible
to restore service.
Sun Outages
In March and October you may lose groups
of channels temporarily at various times of
the day. “Sun outages,” or the migration of
the sun over television satellites, can cause
these disturbances. Normal service will be
restored automatically as these natural
occurrences resolve.
Please Call Before You Dig
It is important to call DIGALERT
1-800-227-2600 before you dig for
assistance in locating cable and other
underground utility lines. Visit their web site
for further information: www.digalert.org.
19
I Digital Cable Troubleshooting
CUSTOMER HANDBOOK
Troubleshooting
Problem
Possible Solution
Set-top will not power on.
The set-top may have received a software update and may not power on while the new software is being installed. Try again in a few
minutes.
Verify that the AC power cord is connected to the set-top and an AC outlet. Unplug the set-top from the AC outlet, plug it back in,
and then press the POWER button.
If the set-top is connected to a switched outlet on another unit, verify that that unit is powered on. Unplug the power cord from the
set-top’s AC outlet, plug it back in, and then press the POWER button.
Press the POWER button on the set-top front panel instead of the remote control.
The batteries in the remote control may be depleted.
Remote control does not work.
Verify that the remote control is in “Cable” mode.
Verify that there are no obstructions between the remote control and the set-top. Aim the remote control directly at the set-top front
panel, not the TV or VCR.
The angle between the remote control and the set-top may be too large. Stand in front of the set-top and not too far to either side.
Press and release operation keys one at a time, firmly and deliberately.
Try changing channels using the buttons on the set-top front panel.
Check the batteries in the remote control. Install new batteries if needed.
No audio when viewing cable channels.
Verify that the MUTE button on the set-top or the remote control has not been pressed. Press MUTE on the remote control to
restore sound.
If the set-top audio output is connected to the TV, verify that the Mute button on the TV has not been pressed.
If the set-top audio output is connected to a home theater receiver, verify that the receiver is set to the appropriate input source and
the MUTE button on the receiver has not been pressed.
Verify that you have the correct cables for the audio ports.
Verify that the audio cables are firmly connected between the set-top and the TV, VCR, or home theater receiver.
No audio from center and/or surround
speakers of home theater receiver
connected to set-top.
Not all Dolby Digital programs feature full 5.1 surround sound. In some cases, the programs may only contain left and right stereo
audio.
Verify that the S/PDIF cable (coaxial or optical) is firmly connected to the set-top and the home theater receiver.
Verify that the home theater receiver is set to a surround sound audio mode (Dolby Digital, Dolby Pro Logic®, or Dolby Pro Logic II.)
Verify that the receiver is properly configured to work with all connected speakers.
There is no video on the TV screen.
Verify that the TV is powered on and set to the appropriate input source for the set-top.
Verify that the set-top is powered on and tuned to an authorized cable channel.
Verify that the coaxial cable is firmly connected to the set-top and the wall jack.
Verify that all video cables between the set-top and the TV are firmly connected.
If the set-top video output is connected to a home theater unit, verify that the home theater unit is powered on and set to the
appropriate input source.
ROAD RUNNER HIGH SPEED ONLINE
Getting Started............................................................. 21
System Requirements................................................... 22
Road Runner Self-Installation......................................... 23
Personalizing Your Road Runner.............................. 24-25
Communication Tools.............................................. 26-28
Internet Security Tools................................................... 29
Troubleshooting....................................................... 30-31
21
I WELCOME | GETTING STARTED
CUSTOMER HANDBOOK
High Speed Online | Getting Started
Road Runner High Speed Online is an award-winning service brought to you exclusively by Time Warner Cable. In fact, for the fifth year in
a row, Road Runner is at the top of PC Magazine’s Reader Satisfaction Survey for superior Broadband service. We’re proud to offer you a
unique experience that gives you the power to do more online.
Road Runner High Speed Online is bringing the Internet to
life! Online activation is fast and easy! Begin now by going to
activation.rr.com. You can also activate your Road Runner in
Spanish by visiting www.rr.com/bienvenidos.
The Road Runner Activation Wizard will:
• Road Runner Standard is 7x faster than 768K DSL
• Confirm your network settings for Road Runner service.
• Free Anti-Virus, Anti-Spam, Anti-Spyware,
Pop-up Blocker and Firewall Protection
• Download Flash (a software used with Road Runner
Service), if necessary.
• No tied up phone lines – talk and surf the net
at the same time
• Configure your Web browser and e-mail program.
• Award-winning 24/7 customer support
BEFORE YOU START
Using the Road Runner Activation Wizard takes on average
five or ten minutes. For the most part, all you have to do is
click CONTINUE.
• Confirm that your computer meets the minimum system
requirements listed on the next page.
• Test your connection to Road Runner Download.
• Download the Road Runner Medic desktop selfhelp application.
System Requirements
CUSTOMER HANDBOOK
I 22
System Requirements
Computer minimum system requirements for using Road Runner High-Speed Online service. (Effective 6/2008)
PC
MACINTOSH
Operating System
Windows 2000/XP/Vista
Processor
Pentium-class (or equivalent) 450 MHz (800 or greater is
recommended)
Memory
128 MB (256 MB recommended)
Free Hard Drive Space
300 MB (500 MB recommended)
Operating System
OS X 10.2 and above
Processor
PowerPC or Intel Dual-Core Processor
Memory
32 MB physical RAM with Virtual Memory set to at least 40 MB
(64 recommended)
Free Hard Drive Space
300 MB (500 MB recommended)
Network Capability
Ethernet card with RJ45 connector, or Open USB port
Network Capability
Ethernet card with RJ45 connector
Browser
Internet Explorer 6.x
Other
CD-Rom drive required, sound card and speakers recommended.
Browser
Safari 1.x
Other
CD-Rom drive required, sound card and speakers recommended.
NOTES
• Road Runner will provide support for earlier
releases of Windows and Macintosh (10.x and
higher) on a best-effort basis only, and cannot
guarantee optimal performance.
• Not all Road Runner products and services
are available to customers using the
Microsoft® Windows Vista™ operating
system.
• Please note that your computer system,
as well as certain broadband services, may
require resources beyond Road Runner’s
minimum standards.
Customer Support
If you have any questions or problems
with your Road Runner Internet please
visit help.rr.com.
23
I Road Runner Self-Installation
CUSTOMER HANDBOOK
Road Runner Self-Installation
Installing Road Runner High Speed Online is quick and easy using the Activation Wizard.
Before you are able to activate your Road Runner High Speed Online
NOTE:
account, you must have the following information on hand, provided by your
• If you are running RR Activation on Windows XP, the Windows User ID must
Time Warner Cable office:
have administrator privileges to update your browser and e-mail program.
1. User name
2. Password
3. Account Number
When you are ready to begin, access the Activation Wizard at
www.activation.rr.com and click on the link that best describes you. The
Road Runner Activation Wizard is available to PC and MAC users, MAC
users should use the Safari browser.
• The Activation Wizard is not available to customers using the Microsoft®
Windows Vista™ operating system. The Wizard will prompt you with
instructions for activating Road Runner on a computer running Vista.
The Road Runner Activation Wizard will walk you through the process step by
step. Just follow the prompts when indicated and don’t forget to click “Accept”
for the Subscriber Agreement.
The Activation process is quick and smooth. On occasion, however, it is
possible that a few snags may be encountered. This would happen if:
• You computer does not have the supported browser software.
• Your computer is not connected to the Internet.
• Your computer’s Operating System needs to be upgraded.
• You computer does not have enough memory.
• Your compute does not have enough free disk space.
• You did not accept the User Agreements.
• The e-mail test failed.
If you encounter one of the above situations during your online
activation, a screen will appear that notes the issue and offers
actions to take. If you are unable to remedy the situation by taking
the suggested actions, please call our Customer Care Center at
1-888-TW-CABLE.
Personalizing Your Road Runner
CUSTOMER HANDBOOK
I 24
Personalizing Your Road Runner
Road Runner allows you to personally tailor your online experience. Not only does Road Runner offer the most current information in news, music,
sports, health and technology, but you can also customize everything from sound effects to stock tickers on your Road Runner homepage.
Here’s how you can make Road Runner uniquely yours!
First make sure browser is on the www.rr.com website.
Log in to your Road Runner
account by selecting the Click to
Log In button on the left side of
the home page.
After entering your full Road Runner e-mail address and
password, click the Log In button.
Next, click on My Settings (in the top left corner of the Road Runner page).
Now you can set your personal preferences for:
• Weather
• Your local area
• Sound effects
• Voice mode
• Stocks
• Horoscopes
• Pod content
• Viewing mode
Content
Road Runner is organized into customizable pods that can
be displayed in various ways. Any pod that has the •
symbol in the bottom right corner can be customized.
Clicking the • symbol will allow you to set pod content,
viewing modes and transitions.
(Note: Not all pods are customizable.)
Customization • symbol is shown here.
25
I Personalizing Your Road Runner
Personalizing Your Road Runner
Weather
With Road Runner, you can get up-to-the-minute weather information in your
area, plus up to seven locations, so you are never caught without your umbrella,
sunglasses, or snow boots. You can add locations by zip code or city name in
the My Areas box in the weather section.
Stocks
Road Runner allows you to check your stock information any time you want!
Just click on the Stocks button and you can add an unlimited number of stock
ticker symbols. The latest numbers are just a click away.
Horoscopes
Get your daily horoscope with Road Runner. Click Select Sign in the
Horoscopes area to choose your sign. Your horoscope is updated daily.
Maps and Directions
With Maps and Directions you can search addresses and points of interest
(parks, museums, airports etc.) and get driving directions. Road Runner gets you
where you need to go.
Locations, Sound Effects and Voice Mode
From My Settings you can control sound effects, voice mode and
transitions to customize your Road Runner. You can also set a location for city
and state in the Divisions pod so that you receive news and sports specific to
your location.
CUSTOMER HANDBOOK
Communication Tools I 26
CUSTOMER HANDBOOK
Communication Tools
Road Runner offers a number of ways to keep you in touch at all times. Whether it’s accessing your email from another computer for business or
organizing family photos, Road Runner has all the tools you need!
Road Runner Email
Your Road Runner service comes with one master email address and
can be easily configured to support several more. A master account
was established as part of your sign-up process and it includes one
email address with a user name and password.
The master account holder can also create sub-accounts for others
users by visiting help.rr.com and clicking Account Management.
Everyone who uses Road Runner in your home can have their own
email address and customize Microsoft Outlook® to receive their
email.
For further information on how to configure and use multiple subaccounts with Microsoft Outlook® or to get the specific server
settings of your email program, please visit help.rr.com/email.
Web Mail
Road Runner email can go wherever you go!
Thanks to Web Mail, you can access your
Road Runner email anywhere. All you need is
a computer with an Internet connection and
Web Browser.
You can access Web Mail through the Road
Runner service or by typing the Web Mail address for your location
into a Web Browser. Once you’re logged in, the Web Mail application
will alert you to new messages as they are received.
PhotoShow Deluxe™
Get started making fun, personal PhotoShows to share with your friends
and family. Quickly turn your digital photos and videos into rich,
entertaining experiences that combine broadcast-quality credits,
captions, transitions, special effects and animations with a great musical
soundtrack. They are incredibly easy to create and can be viewed and
enjoyed almost anywhere.
PhotoShow 5 automatically imports and organizes all your photos and
videos into intuitive, searchable albums so you can always find any photo
or video. Editing is a snap, too. With our full set of professional-quality
editing tools, you can eliminate red-eye, crop, rotate, adjust levels, edit
clips, and more – quickly and easily.
Video Mail
The newest way to communicate face-to-face with friends and family! All
you need is your PC, Video Mail software, and a broadband connection.
The new version of Video Mail allows users to share animated greetings,
movie shorts and funny videos, or upload their own video, without the
need for a webcam.
27
I Communication Tools
CUSTOMER HANDBOOK
Communication Tools | CONTINUED
Remote Access Dial
Register for Dial Access now and on your next trip, whether for business
travel or pleasure, you can use Road Runner’s Dial Access to connect to
the Internet and Road Runner email.
Follow these simple steps.
1. R
egister for Dial Access at www.rr.com using your Road Runner
master email account and password.
2. C
lick on “Download” to install either the Windows or Mac compatible
Dial Access dialers on your laptop computer.
3. C
lick on “Access Number” to find local calling numbers for your
travel destination. Road Runner offers hundreds of numbers in all 50
states and Washington, DC.
4. Add the local calling numbers to your Dial Access Dialer.
You’ll have access to 4000+ local phone numbers throughout the
United States
Be sure to configure the dialer before you travel so that you have local
dial-up numbers when you are on the road. For more information about
Remote Dial Access, go to: dialaccess.rr.com
Road Runner Instant Messenger
The easy way to keep up with your online friends… Instantly! Road
Runner Instant Messenger (powered by AOL Instant MessengerSM)
lets you exchange messages with friends and family and has full chat
capabilities, BUDDY LISTS™, emoticons, away messages and much
more.
• Direct IM
• Encrypted IM
• IM Forwarding
• Buddy Icons
• Multiple Screen Names
• Enhanced File Transfer
• Expressions
• RR Today
To begin using this fun feature, or to create a new user profile, simply
click on the Technology channel and select Downloads. Then, in the
Applications pod, click “Open Link” to download.
CUSTOMER HANDBOOK
Communication Tools
Special Interest Content Areas
Road Runner delivers something for everyone! Access the best content on the Internet when you log on to the Road
Runner homepage. You’ll find everything from sweepstakes and contests to real estate information and educational
games for children, plus the best links to your favorite shopping sources — all at your fingertips.
•
RR Extras: The RR Extras channel offers Road Runner customers the hottest promotions, sweepstakes,
contests and special offers.
•
Kid Stuff: Youthful users will be stimulated by the educational and entertaining animated videos with quizzes —
BrainPop is great for children and parents. Five FREE movies a month!
•
Real Estate Sub-Channel: Find an apartment, home, realtor and mortgage rate, or read articles to help you buy or
sell a home — all within the Living Channel.
•
Technology Channel: This high-tech channel provides RR customers comprehensive information to help meet
their technology needs. It features top technology headlines and videos, software downloads, the latest gadgets
and featured content from CNNSM, CNET, AP, Audible® and more.
•
Games: For the game lover, this channel is sure to provide hours of online fun! Free and pay games are available
to customers.
•
NASCAR.com TrackPassSM: Special access to premium NASCAR news and videos within the RR Sports
Channel.
I 28
29
I Internet Security Tools
CUSTOMER HANDBOOK
Internet Security Tools
Road Runner wants customers to have a safe and secure online experience, so an entire area has been dedicated to online safety.
RR Security Center
Road Runner offers timely information and
tools regarding online security threats such as
phishing scams, ID theft and virus alerts. This
comprehensive Internet Security Suite includes:
• Anti-Virus software to block and remove viruses
• Firewall with pop-up blocker to prevent unauthorized access to your
PC
• Anti-Spyware program to direct, remove and prevent
malware from being installed on your computer
• Anti-Spam program that integrates with your mail client to prevent
unwanted emails
The Security Suite can be downloaded from the Security
channel on www.rr.com or through help.rr.com.
New Parental Control
Road Runner is pleased to offer PureSight® Parental Control.
PureSight® is an easy-to-use parental control solution that allows you to
monitor and restrict access to websites that you feel may be
inappropriate for kids or adolescents. It comes with nine established
contact filters (such as Adult, Drug and Weapon related sites) – or you
can block/allow specific sites by address.
If you share your Road Runner with your kids and would like to make
the whole family’s Internet experience safer, sign up for PureSight®
today at www.rr.com – it’s free to all Road Runner subscribers.
The free Security Suite and Parental Control software can be
downloaded from the RR Security Center, the Technology
Channel or through help.rr.com.
Troubleshooting
CUSTOMER HANDBOOK
I 30
Troubleshooting | BASICS
Here are some tips on how to better understand your cable modem.
Troubleshooting Tips
Connection Results
• Check coaxial cable at the modem and outlet.
If the connection on your coaxial cable becomes loose at either your
modem or the cable outlet, you will not be able to send or receive data.
Secure the connection.
Typically, if all connections are properly set, the lights on the front of the
cable modem will go through a series of actions, and different lights will
flash while the final connection is being established.
Once connected, lights will illuminate, indicating that your connection is
functioning properly. For general information on functions of your cable
modem lights use the following Modem Lights/Indication table below to
help identify the functions.
MODEM LIGHTS
• Check Ethernet or USB cable connections
If your Ethernet cable or USB cable becomes loose at either your modem
or your computer, you will not be able to send or receive data. Secure the
connection.
• Confirm a Cable Signal.
Confirm that your cable signal is active. If you have cable
television service, confirm that you are receiving the signal and that the
channels are clear.
INDICATION
Power
Steady green usually means the modem is on.
Cable, Sync or
Block Sync
Steady green usually means modem is connected to the cable. Internet network. Usually flashes during initial synchronization. Off means no
cable connection (call Technical Support at 1-888-TW-CABLE).
PC or Link
Steady green means connection to the computer is working. Off means the computer is turned off or not connected. Some modems do not
have this light or an equivalent.
Data or Activity
Flashing or blinking green means data is flowing through the modem. Some modems have a separate light (RD or RX, for example) that indicated
when your modem is receiving data as well as a light (TD, TX or SD, for example) that indicates when your modem is transmitting data.
Test or Error
Normally off. May flash during initial self-test or software downloading. Steady light usually indicates some failure of the modem or the
network.
STAND BY
This light should be off. If lighted, indicates no activity between computer and modem. Call Technical Support at 1-888-TW-CABLE.
31
I Troubleshooting
CUSTOMER HANDBOOK
Troubleshooting | CONTINUED
Power Cycling Your Modem
Given that your modem is always on, normal occurrences such as power
interruptions, network maintenance or electrical storms, can cause its
memory to collect errors. Over 90% of the time, power cycling your
modem can clear these errors and restore your connection. Before calling
Customer Care, please try these simple steps:
1. Turn your computer off.
2. Locate the black power cord on the back of your cable modem and
unplug it from the electrical outlet.
3. Wait 30-45 seconds.
What If You Forget Your Password?
In many cases, when you forget your password you can reset it yourself
at www.rr.com. All you need is your complete email address and Cable
Modem ID: the 12 digit alphanumerical identifier printed on a sticker on the
bottom or back of your cable modem. You can go to
help.rr.com/password and follow the online instructions.
Security Precautions
General Operating Guidelines
•B
e sure to install Internet Security Suite, it’s FREE with your Road
Runner subscription.
4. Plug the power cord back in.
•D
isable File and Print Sharing on your computer unless you are on a
home network.
5. The lights on the cable modem will flash for a few minutes as it
connects to the Road Runner network.
•D
on’t open email attachments or download files from unknown sources.
6. When the lights are solid, turn on your computer.
•D
on’t run Web, FTP or other servers on your computer.
7. That’s it! Your connection should be restored.
•K
eep current all security patches and fixes for your particular
computer’s Operating System.
If you are still having problems with your connection contact
Customer Care at 1-888-TW-CABLE.
•D
o not run servers on your computer that allow access to
untrustworthy users on the Internet. These services include mail or game
servers.
HOME PHONE
Getting Started...................................................................... 33
Calling Features............................................................... 34-36
Voice Mail........................................................................ 37-39
FAQs................................................................................ 40-43
33
I Welcome to Home Phone
CUSTOMER HANDBOOK
Welcome to Home Phone
Unlimited local and long distance calling for one low monthly price. Choose from two calling plans, Nationwide, or In-state. Make a lot of international
calls? Add International OnePrice® Calling to your Nationwide Calling plan and save.
Congratulations!
You’ve made the switch to Home Phone and are now connected to the
reliability and clarity of Time Warner Cable’s technology for your home
phone service. You will appreciate the value and simplicity offered with
Home Phone service.
Your benefits include:
•U
nlimited calling from your home to anywhere in the U.S., Canada
and Puerto Rico
•A
ll the calling features you want: Caller ID, Call Waiting, Call
Waiting ID, Call Forwarding, Speed Dial, Anonymous Call Reject
and more
•S
pecial discounts for Time Warner Cable Video and/or Internet
customers
•C
aller ID on TV for customers with Digital Cable
•O
ne bill from one company you can call locally for assistance
• International OnePrice®: Call more than 100 countries, including
Mexico, Philippines and United Kingdom for one low price
• Enhanced 9-1-1 service delivers your address and phone number to
emergency responders
• Voice Mail service can be added for a minimal monthly charge
Home Phone Support
Home Phone Support is available 24 hours a day, 7 days a week. Call
toll-free 1-888-TW-CABLE or dial 611 from your home phone for Information
about Time Warner Cable services or for support. Phone specialists will
respond to your questions and concerns promptly when you e-mail us at
phonesupport@twcla.com. For further information, store and payment
center locations see our website (www.timewarnercable.com/socal).
Calling Features
CUSTOMER HANDBOOK
I 34
Calling Features
Caller ID
Caller ID allows you to see who’s calling before
you answer the phone. If your telephone has a
display screen, the name and telephone number
associated with an incoming call will appear on
the screen.
Caller ID on TV
If you have Home Phone and Digital Cable you
can use Caller ID on TV. This feature allows
you to see the name and telephone number
associated with an incoming call on the upper left
corner of your television screen.
How to use:
1. When you receive a call, wait until your
telephone completes the first ringing signal.
To turn Caller ID on TV On/Off:
1. Press SETTINGS on your remote control.
2. H
ighlight Caller ID and press SELECT to turn
Caller ID On/Off.
2. The telephone number calling you and the
name associated with that number in the
telephone company records will automatically
appear on your Caller ID display screen.
Notes:
• Caller ID requires a display telephone or an
add-on display unit.
• If a letter “P” or “Private” appears on your
display after the first ring, the caller may have
blocked the display of their name and number
before placing the call.
• If “unknown name,” “unknown number,” “out
of area” or “O” appears, the caller is in an area
that does not support Caller ID services.
To view the last 10 calls you’ve received:
1. Press SELECT on your remote control.
2. Scroll down to Received Calls.
3. Press SELECT to view your last 10 calls
received.
To delete a call or all calls from the
RECEIVED CALLS screen:
1. Press the SETTINGS button on your remote
control.
2. Scroll down to Received Calls and press
SELECT.
3. To delete a call press SELECT. Or to delete
all calls, press “A” on your digital remote.
Confirm prompt screen by
pressing “A” again.
Call Waiting
Call Waiting alerts you when another caller is
trying to reach you while you’re already on the
phone.
How it works:
A special tone alerts you to a waiting call; the
person calling you hears normal ring tone.
To answer a waiting call:
1. W
hile you’re on the phone, a special tone tells
you a second call is waiting.
2. P
ress and quickly release the “Receiver”
or “Flash” button on your phone. While
you talk with one caller, the other caller
will automatically be placed on hold. Each
conversation remains private.
To alternate between callers:
1. P
ress and quickly release the “Receiver”
or “Flash” button on your phone. While
you talk with one caller, the other caller
will automatically be placed on hold. Each
conversation remains private.
35
I Calling Features
CUSTOMER HANDBOOK
Calling Features | CONTINUED
To end either call:
1. While on the phone with the caller you want
to disconnect, hang up the phone.
2. Your phone will ring.
3. When you answer, you’ll be connected with
the caller you placed on hold.
Call Waiting ID
Call Waiting ID combines Caller ID and Call
Waiting and lets you use your telephone without
missing other calls. A special tone alerts you
to a waiting call and you also receive a visual
display of the name and number of the person
calling on your Caller ID display unit. This puts
you in control of which calls you’ll accept.
Call Forwarding *72
Call Forwarding allows you to forward your calls
to an alternate number.
How it works:
• Dial (*) 72; listen for three short beeps and
then a dial tone; enter the 7 or 10 digit number
(dialing 1 first whenever it applies) where you
want calls to be forwarded and wait for the
confirmation tone.
• After the confirmation tone, the system will
automatically place a courtesy call to the
forward-to number. If the forward to party
answers the courtesy call, the feature is
activated.
Caller ID Blocking *67
Caller ID Blocking allows you to temporarily
change the permanent public/private status
indicator of your phone number. Dial (*) 67
before dialing a phone number to block the
availability of your Caller ID information.
• If the forward-to line is busy or there is no
answer to the courtesy call, the feature is
non-activated. You can still activate Call
Forwarding by repeating the activation
procedure within two minutes of the first
attempt.
NOTE: Voice Mail subscribers who activate this
feature along with Anonymous Call Reject must use
their Voice Mail access number, instead of their home
phone number, to access the Voice Mail system from
home.
• You will hear an error message if the forwardto number is invalid. Calls will continue to
forward to the chosen number until
deactivated.
Cancel Call Waiting *70
Cancel Call Waiting allows you to disable the
Call Waiting feature for the duration of a
telephone call. Dial (*) 70 before dialing a phone
number to disable the Call Waiting feature.
• If you have Voice Mail, your calls and calls
that would normally transfer into Voice Mail
will continue to go to the forward-to number
thereby bypassing Voice Mail.
Cancel Call Forwarding *73
You must remember to deactivate Call
Forwarding by dialing (*) 73 and wait for the
deactivation confirmation tone.
Speed Dial *74
Speed Dial allows you to call frequently dialed
phone numbers using just one digit. Dial (*) 74;
listen for a stutter tone and choose a digit from
2 to 9; enter the 7 or 10 digit number (dialing
1 first whenever it applies) that you wish to be
able to speed dial and wait for confirmation tone.
Press the chosen digit (from 2-9) followed by
the (#) key and the system will speed dial the
telephone number that correlates to the chosen
digit. You can store up to eight numbers at one
time. To change any of the
CUSTOMER HANDBOOK
Calling Features
I 36
Calling Features | CONTINUED
stored numbers simply repeat the process with
the new desired telephone number.
3-Way Calling
3-Way Calling allows you to add a third party
to an existing conversation. To make a threeway call simply place your first call. Once
connected, hit the “FLASH” button to put your
first call on hold. When you hear the new dial
tone, place your second call. Once connected
to your second call, hit the “FLASH” button
again to connect all three parties (you, and your
first and second calls).
NOTE: If you don’t have a FLASH button, press
“TALK” or the “Switch Hook” push button on your
phone.
Anonymous Call Reject – ACR *77
ACR allows you to block unwanted calls from
callers who restrict sending their caller ID
information such as “Anonymous” callers. Dial
(*) 77 to activate and wait for the confirmation
tone; all unidentified calls will then be rejected.
You must Dial (*) 87 to deactivate this feature.
NOTE: Voice Mail subscribers who activate this
feature along with Caller ID Block (*) 67 must use
their Voice Mail access number, instead of their home
phone number, to access the Voice Mail system from
home.
Additional Charges Blocking (ACB)
Additional Charges blocking (ACB) gives you
the ability to block ALL outbound calls that
could result in additional Home Phone service
charges (such as “0” calls to the operator, calls
to 900/976 numbers, calls to 411 and
international calls). There is no cost to activate
or deactivate this service. If you are interested
in activating ACB, please contact customer
service.
NOTE: When ACB is activated you will not be able to
contact the operator by dialing “0” but must instead
dial 9-1-1 to request help in an emergency.
Caller ID Restore *82
For those who have their outgoing Caller ID
blocked, Line Blocking Deactivation allows you
to override your Caller ID privacy status. Dial
(*) 82 before dialing a phone number to allow
the party you are calling to view your Caller ID
information.
Rapid Voice Mail Access *98
If you are a Voice Mail subscriber you can use
*98 for quick access.
Enhanced 9-1-1
In an emergency, it’s hard to remember more
than “9-1-1.” Enhanced 9-1-1 automatically
transmits your address and phone number to
emergency service providers.
• The voice-enabled cable modem used to
provide Home Phone service is electrically
powered and, in the event of a power outage or a Time Warner Cable network failure,
Home Phone service, including the ability to
access Enhanced 9-1-1 services, will not be
available.
• The Home Phone Terms of Service prohibit
you from moving your voice-enabled cable
modem to a new address. If your modem is
moved to another address, Enhanced 9-1-1
services will not operate properly because
9-1-1 operators will not be able to accurately
identify the caller’s location in an emergency.
If you would like to establish service at a new
location, you must call Time Warner Cable.
37
I Voice Mail
| GETTING STARTED
CUSTOMER HANDBOOK
Voice Mail
Instructions
The following instructions are for Time Warner
Cable Home Phone customers who subscribe to
the Voice Mail feature. You can add Voice Mail
for an additional monthly fee.
Setting Up Your Voice Mail Account
You will need to set up your Voice Mail before
it will be ready to receive messages. Voicemail
prompts are available in English or Spanish.
Personalizing Your Voice Mail
1. Enter your Home Phone telephone number.
2. The Voice Mail system will ask for your
temporary Personal Identification Number
(PIN) — which is the last 4 digits of your
Home Phone telephone number.
3. The Voice Mail system will then prompt you
to select a 4 digit Personal Identification
Number (PIN) and to press the (#) key. Select
a PIN that is easy to remember, but difficult
for someone else to guess. Please note that
your PIN cannot contain # or *. The Voice
Mail system will ask you to verify your PIN by
entering it a second time and pressing the (#)
key.
Note: Home Phone allows you the option to access your
Voice Mail without using your PIN. This option (PIN SKIP) is
automatically enabled when accessing your Voice Mail system
from home. If you would like to disable PIN SKIP simply access
the Voice Mail system and dial 4-3-2-2. Should you like to
re-enable PIN SKIP you can also dial 4-3-2-2; the system will
always tell you the status of PIN SKIP and you can decide
when to enable or disable this feature.
4. The Voice Mail system will prompt you to state
your name and press the (#) key. If multiple
people use Home Phone, you should record
a name that represents all individuals in the
home. For example, “Sam and Rebecca” or
“The Smith Family.”
When completed you may:
•P
ress the ‘1’ key to use the recording of your
name.
•P
ress the ‘2’ key to listen to the recording of
your name.
•P
ress the ‘3’ key to record your name again.
5. The Voice Mail system will ask you to record
a greeting followed by the (#) key. This is the
greeting callers will hear when you are unable
to answer the phone.
•P
ress the ‘1’ key to use the recording of your
standard greeting.
•P
ress the ‘2’ key to listen to the recording of
your standard greeting.
•P
ress the ‘3’ key to record your standard
greeting again.
6. Once your Voice Mail account set-up is
complete, you will have the opportunity to
listen to the main menu, or, if you are finished,
simply hang-up to exit. You may also exit by
pressing (*) 9.
Voice Mail
CUSTOMER HANDBOOK
I 38
Voice Mail | CONTINUED
Retrieving Voice Mail Messages *98
The following instructions will guide you
through the process of retrieving your Voice
Mail messages. There are three possible
ways to access your Voice Mail: by dialing
(*)98, your own Home Phone telephone number
or the Voice Mail access number 1-888-6574572. You can retrieve messages from your
Home Phone at home or, while you are away
from home, using any touch-tone phone.
Away from Home Using Any Other Phone
At Home Using Your Home Phone
6. Press the ‘1’ key to listen to your messages.
1. Lift the handset of your phone.
2. A stutter tone means you have a Voice Mail.
3. Dial (*)98 or your 7- or 10-digit home phone
number and wait for your Voice Mail to
answer.
4. The Voice Mail system will tell you how many
new messages you have.
5. Press the ‘1’ key to listen to your messages.
Note: Customers are no longer required to enter
their four-digit PINs to retrieve messages at home.
While this is a great time-saving feature, PIN SKIP
significantly decreases the privacy protection and
security of your Voice Mail. If you would like to disable
PIN SKIP, simply access the Voice Mail system and dial
“4322” following the prompts.
(Dialing your Home Phone Number)
1. Dial your 7 or 10 digit Home Phone number.
2. Wait for your call to go into the Voice Mail
system; you will hear your Voice Mail greeting.
3. Press the (*) key.
4. Enter your PIN followed by the (#) key.
5. The Voice Mail system will tell you how many
new Voice Mail messages you have.
Away from Home Using Any
Other Phone
(Dialing your Voice Mail Access Number)
1. Dial the Voice Mail access number
1-888-657-4572.
2. Enter your 10-digit Home Phone number and
press the (#) key.
3. Enter your PIN followed by the (#) key.
4. The Voice Mail system will tell you
how many new Voice Mail messages
you have.
5. Press the ‘1’ key to listen to your messages.
Managing Your Voice Mail Messages
When you have finished listening to your
Voice Mail messages, there are several
options available to manage them. The
following directions describe these options.
Saving a Voice Mail Message
Once you have listened to a message, you
have the option of saving it.
1. If you want to save the message, press the
(#) key immediately at of the conclusion of the
message.
2. The Voice Mail system will save the message
and begin playing the next message.
Replaying a Voice Mail Message
Once you have listened to a message, you
have the option of replaying it.
39
I Voice Mail
CUSTOMER HANDBOOK
Voice Mail | CONTINUED
1. To replay a message, press the ‘1’ key at any
time during the message.
2. The Voice Mail system will replay the
message.
Marking a Voice Mail Message as New
Once you have listened to a message, you
have the option of marking the message as
new. You may also mark messages that you
have previously saved as new.
1. To mark a message as new, press the ‘6’ key
immediately after listening to the message.
2. The next time you access Voice Mail, the
message will be presented as though it were a
new message. You may also mark previously
saved messages as new.
Rewinding a Voice Mail Message
While you are listening to a message, you
can rewind the message several seconds.
1. To rewind the message several seconds,
press the ‘7’ key at any time during message
playback.
2. The message will rewind several seconds
and begin playing again. Press the ‘7’ key
continually or simply press the ‘1’ key to
completely rewind the message.
Advancing a Voice Mail Message
While you are listening to a message, you
can advance the message several seconds.
1. Advance the message several seconds
by pressing the ‘9’ key at any time during
playback.
2. The message will advance several seconds
and begin playing again.
3. Press the (#) key to advance to the end and
save the message.
4. Press the ‘3’ key to advance to end and delete
the message.
5. Press the ‘6’ key to advance to the end and
save the message as new.
Deleting a Voice Mail Message
Once you have listened to a message, you
have the option to delete it.
1. If you wish to delete a message, press the ‘3’
key at any time during the message.
2. The message will be erased.
Retrieving Deleted Voice Mail Messages
1. If you have accidentally deleted a Voice Mail
message, press star (*) 7 immediately to
return to the deleted message.
2. If you have chosen to delete a message, that
message will be temporarily stored in saved
messages until you end the session and hang
up the phone.
a. If at a later time during the session you wish to
recover a message you’ve chosen to delete,
you can review deleted messages by pressing
the ‘1’ key from the main menu. When you
hear the message you wish to recover, you
can either save the message by pressing the
(#) key or mark it as new by pressing the ‘6’
key. For more information, including the latest
updates to our service, or to order Voice Mail
please visit www. timewarnercable.com/socal.
FAQs
CUSTOMER HANDBOOK
I 40
FAQs
Q: Can I have all the phones in my home
connected to Home Phone Service?
A: Yes, all of the phones in your home can be
connected to Home Phone Service.
Q: Can I get discounts with Home Phone
Service?
A: Yes. Call 1-888-TW-CABLE for significant
savings when you bundle services.
Q: Can I disconnect my current phone
service once Home Phone Service has
been installed?
A: Yes. If you keep your current telephone number
you do not need to contact your current phone
service provider. You will continue to have service
from your current phone provider until we complete
your Home Phone Service installation. Once your
Home Phone Service installation is complete and
your phone number is successfully transferred,
we will contact your current phone service
provider to ensure your previous phone service is
disconnected.
If you receive a new telephone number from Time
Warner Cable, and no longer require phone service
from your current phone service provider, then you
will need to contact your current phone service
provider to disconnect your current phone service.
We recommend that you disconnect your current
phone service after the Home Phone Service
installation is complete so that you are not without
phone service.
Q: Why am I still receiving bills from my
former phone company?
A: You may have switched phone service during the
middle of your billing cycle with your former phone
company. Based on this, the carrier will send you a
bill for the last days that you had service in order to
close your account.
If you received a new telephone number from
Time Warner Cable, you need to call your former
telephone company to cancel your former phone
service. If you did NOT call your former phone
company to cancel your phone service, you may
be receiving bills from your former phone company
because they still consider you an active customer.
Please call your former phone company to cancel
your service.
Q: Will my monitored security system work with
Home Phone Service?
A: Home Phone Service will work with most
monitored home security systems. In the event that
Time Warner Cable installs and configures Home
Phone Service with your home security system, we
recommend that you test the proper operation and
communication aspects of the alarm system before
and after your Home Phone installation.
Home Phone Service does not include backup
power and, as in the case with an electric-powered
home cordless phone, should there be an outage,
Home Phone, including the ability to access 9-1-1
services, will not be available. Additional charges
apply for taxes, fees, Directory Assistance,
Operator Services and calls to International
locations. Offer valid for residential customers in
Home Phone serviceable areas.
Q: Can I add a second phone line to my Home
Phone/Home Phone Unlimited California service?
A: Yes. With Home Phone second-line service you
can easily add a separate phone line and telephone
number. If you have standard Home Phone service
on your primary line, you can get the same service
on your second line for just an additional $29.95
per month. If you have Home Phone/Home Phone
Unlimited California on your primary line, you can
get Home Phone Unlimited California service on
your second line for just an additional $24.95 per
month.
NOTE: Standard Home Phone service is not available as
a second-line option if you have Home Phone Unlimited
California on your primary Line.
Q: Do I have to keep the Home Phone modem in
a specific location?
A: If you are a current High-Speed Internet
customer, then the installation will involve switching
out your existing High-Speed cable modem for
a new Home Phone modem. The modem should
remain with your computer so that you can use it
for High-Speed Internet access as well. A phone
outlet needs to be nearby to complete a typical
installation.
Q: Can I use Home Phone/Home Phone
Unlimited California service for my business?
A: No. Home Phone/Home Phone Unlimited
California are residential telephone services.
Q: How do I make a long-distance call with Home
Phone/Home Phone Unlimited California service?
A: You don’t need to do anything different when
you place calls with Home Phone/Home Phone
Unlimited California. Just dial as you normally
would.
41
I FAQs
CUSTOMER HANDBOOK
FAQs | CONTINUED
Q: Will my dial-up Internet Service Provider
work with Home Phone Service?
A: At this time, Home Phone service does
not include support of dial-up Internet calls.
However, Time Warner Cable does provide a
variety of data connection options to suit your
needs. Please call Customer Service at 611
from your home phone to find out more. Time
Warner Cable does install, support, and service
our High-Speed Internet partners — Road
Runner High Speed Online and EarthLink.
Q: What will happen to my DSL service
when I switch to Home Phone Service?
A: If you are a DSL subscriber and you wish
to have Home Phone Service on all of the
telephone jacks in your home, then you
will have to contact your DSL provider to
disconnect your DSL service prior to your
installation appointment for Home Phone
Service. If you wish to keep your DSL service,
then we cannot provide you with Home
Phone service with whole-home wiring unless
you maintain a separate analog phone line
specifically for your DSL service.
Time Warner Cable recommends that you
replace your DSL service with High-Speed
Internet service from one of our High-Speed
Internet partners (Road Runner or EarthLink).
Q: Can I use my High-Speed modem to
access the Internet and talk on the phone at
the same time?
A: Yes. Your High-Speed modem will allow you
to access the Internet and talk on the phone
at the same time because each feature of your
modem is independent.
Q: Will Home Phone Service work with
Home Networking?
A: Yes, Home Phone should have no impact on
Home Networking.
Q: Will my fax machine work with Home
Phone Service?
A: Yes, fax machines work with Home Phone
service. If you have any problems sending or
receiving faxes using Home Phone, please
contact your local Time Warner Cable customer
service.
Q: Will my answering machine work with
Home Phone Service?
A: Yes. Answering machines will work with your
service but we recommend Home Phone Voice
Mail for callers to leave a Voice Mail when
you are on the phone or choose not to answer.
Voice Mail is available at a minimal additional
monthly charge.
Q: Can I call 9-1-1 using Home Phone
Service?
A: Yes, absolutely. Safety is an important
consideration and Home Phone Service
provides Enhanced 9-1-1 service automatically
with your subscription. E9-1-1 transmits your
address and phone number to emergency
services, should you need to dial 9-1-1 from
your home phone. Please note that Home
Phone does not include back-up power and, as
is the case with a cordless phone, should there
be a power outage, Home Phone, including
the ability to access 9-1-1 services, will not be
available until the power is restored.
Q: Will I be provided with a detailed
breakdown of my call activity with Home
Phone Service?
A: Yes. You can access a detailed breakdown
of your Home Phone call activity (excluding
local calls) at www.timewarnercable.com/socal
by clicking ‘My Account’.
Q: Can I choose my own Long Distance
Carrier?
A: By subscribing to Home Phone Service
you are choosing Time Warner Cable to be
your Long Distance Carrier and you’ll receive
unlimited long distance calling to anywhere in
the United States, Canada and Puerto Rico
plus unlimited local and in-state calling, for
one low price.
Q: How do I make a long distance call with
Home Phone Service?
A: There are no changes to how you make a
long distance call with Home Phone Service.
Just dial like you normally would. Of course,
your long distance calling is unlimited so
you can call anywhere in the United States,
Canada and Puerto Rico any time of day or
night without worrying about additional call
charges.
Q: Are calls to U.S. Territories included
in Home Phone’s Unlimited long distance
calling?
A: Calls to the following U.S. Territories are
included in Home Phone’s unlimited long
distance calling: Guam, Puerto Rico, the
Northern Mariana Islands and the U.S. Virgin
Islands.
CUSTOMER HANDBOOK
FAQs
I 42
FAQs | CONTINUED
Calls to the following U.S. Territories are
NOT included in Home Phone’s unlimited
long distance calling: American Samoa,
Guantanamo Bay and the Marshall Islands.
Rates for calls to these areas are competitive
with other major long-distance providers.
International calls to mobile devices incur
additional charges.
Q: Can I make international calls with Home
Phone Service?
A: Yes. You can make international calls with
Home Phone Service and get our lowest rates
without paying extra fees. Calls to international
locations are billed at rates competitive with
other major providers. And there are no
changes to how you make international calls
with Home Phone. Just dial like you normally
would (example: 011 + country code + city
code + plus the number of the person or
company you are trying to call). International
calls to mobile devices incur additional charges.
Check out our low international rates at
www.timewarnercable.com. After the first
minute, our low international rates are billed
in six second increments, rather than billing a
full minute when you only use a few seconds
like most telephone companies charge (with
exception to Mexico which is rounded up to the
next minute). And there’s no monthly fee just
to have access to international calling, you only
pay when you make an international call.
If you make frequent international calls,
International OnePrice® Calling is now
available. Visit www.timewarnercable.com/socal
for details and to order International OnePrice®.
Q: Will I hear a difference in my long
distance calls with Home Phone Service?
A: No. Although some customers have told us they
receive a clearer connection with Home Phone
Service, you should expect the same quality for your
local, in-state and long-distance calls.
Q: Can I use my calling card for long
distance calls with Home Phone Service?
A: Yes, but you may not have to use calling
cards anymore. The Home Phone calling plan
includes unlimited long distance calling in the
United States, Canada and Puerto Rico for one
low monthly price, so now your calling card may
only be needed for calls away from home.
Q: Will I receive a separate bill for Home
Phone Service?
A: No. Home Phone Service will appear as a
line item on your Time Warner Cable monthly
statement.
Additional charges for any calls made to international
locations, Directory Assistance and Operator Services
will appear on additional lines on the same bill.
Q: Can I receive collect calls with Home
Phone Service?
A: Yes, you can receive collect calls as you
normally would with the exception of calls from
correctional facilities. Collect call charges will
appear in a lump sum on your monthly bill in a
line called Directory Assistance and Operator
Services. Call detail is available to you at
www.timewarnercable.com/socal by clicking “My
Account.”
Q: Does Time Warner Cable provide
technical support for Home Phone Service?
A: Yes. A big benefit of Time Warner Cable is
that you get complete support for all of our
services just by contacting us. Contact us by
calling 1-888-TW-CABLE or dialing 611 from
your Home Phone service. You can also
contact us by sending an e-mail to
phonesupport@twcla.com.
Q: What if I have a problem?
A: For a problem with your bill or service, call
Time Warner Cable at 1-888-TW-CABLE. If your
concern is not resolved, ask to speak with a
supervisor. If you are still not satisfied, contact
the consumer hotline at the California PUC (Public
Utilities Commission) or the FCC
(Federal Communications Commission). The
hotline staff will review rules with you, advise
you of your rights, and, if needed, work with
you and the company to try and resolve your
problem. To contact the California PUC call
800-649-7570 or go to www.cpu.ca.gov. To
contact the FCC, call 1-888-225-5322 or go
to www.fcc.gov.
Q: What if my service is changed without
my permission?
A: This is called “slamming,” and it’s illegal.
If your local, in-state, or long distance service
is switched without your permission, contact
Time Warner Cable at 1-888-TW-CABLE the California
PUC at 800-649-7570 or 213-576-7000, or call the
FCC at 1-888-225-5322 or go to www.fcc.gov.
43
I FAQs
FAQs | CONTINUED
Q: Is there a phone number or website
that I can call or visit to learn more about
Home Phone Service?
A: You can call 1-888-TW-CABLE for answers
to your questions or visit the Time Warner
Cable website at www.timewarnercable.com/socal.
Q: How do I refer someone to Home
Phone Service?
A: Refer customers to the Time Warner Cable
website at www.timewarnercable.com/socal.
Customers also have the option of signing-up online
for the Home Phone service.
For more information, as well as the latest
updates to our service, please visit our website
at www.timewarnercable.com/socal.
CUSTOMER HANDBOOK
CUSTOMER SERVICE
Service Procedures..............................................45-47
Understanding Your Statement...................................48
Bill Payment Options..................................................49
Customer Guide to Equipment.............................50-51
Privacy Notice......................................................51-52
Terms of Service........................................................53
Subscriber Agreement..........................................54-58
45
I Service Procedures
CUSTOMER HANDBOOK
Service Procedures
Time Warner Cable uses the best electronic equipment and workmanship available to provide our customers with reliable service and
high quality picture and sound.
Notice to All Time Warner Cable Customers
“Adult at Home” Policy
The California Legislature requires us to establish certain customer
service standards and notify you of those standards upon installation
and on an annual basis thereafter. Time Warner Cable is dedicated to
providing its customers with a consistently high level of service. Listed
below are customer service standards we pledge to provide.
Company policy is that our installers and technicians WILL NOT enter
your home to perform any work if a responsible adult is not present. We
realize this may cause an inconvenience for some of our customers, but
we feel this policy is essential to protect both you and our employees.
Maintenance
In order to provide high quality service, our technicians must
periodically test and occasionally repair our cable equipment throughout
the cable system. Cable repair will cause a temporary loss of cable
service to an entire neighborhood known as a “maintenance outage.” If
your cable is not working properly, contact Customer Service. If we are
having a maintenance outage in your area, you will be informed when you
call. If the problem is not being caused by maintenance, we should know
immediately if there is a problem in your area. In either case, we will work
as quickly as possible to restore service.
Sports Blackouts
Professional sporting events, both local and national, may be subject
to blackouts per the league’s broadcast rules. Due to these blackouts,
not all programming and services will be available in all areas and
programming may be subject to change.
Equipment
Time Warner Cable will repair and/or replace the equipment we use
to provide your cable service at no charge. If you are experiencing
problems, contact Customer Service to schedule a service call. Time
Warner Cable does not repair personal equipment such as VCRs and
televisions, and is only responsible for bringing service to the input of
such equipment.
The converters we provide to our subscribers are and shall remain
property of Time Warner Cable and must be returned to Time Warner
Cable if service is discontinued for any reason, or if Time Warner Cable
wishes to exchange converters. Failure to return a converter or damage
of a converter may result in a charge being made against your account.
Time Warner Cable will replace or repair your converter at no charge in
the event of failure due to normal use.
Service Procedures
CUSTOMER HANDBOOK
I 46
Service Procedures | CONTINUED
Office and Telephone Hours, Location and Availability
Visit www.timewarnercable.com/socal or call 1-888-TW-CABLE for
cable store locations and hours.
Customers who would like to inquire about the status of their account, or
would like to add, delete or change the services they receive from Time
Warner Cable can contact us at 1-888-TW-CABLE.
If a customer would like to make a payment over the phone, has a
question about a scheduled appointment, or is in need of technical
assistance with any of the services they receive from Time Warner
Cable, our Technical Support agents are available to assist 24 hours a
day/7 days a week/365 days a year.
Communications, Bills and Refunds
Time Warner Cable will provide its customers with a 30-day notice of
any changes in programming services and rate adjustments. Monthly
cable fees are payable in advance of each month’s service and are
payable until the date we receive notification to discontinue service. Bills
are payable upon receipt and become delinquent on the next month’s
processing date. If we do not receive full payment for service, a late fee
may be applied and service will be subject to interruption. If service is
interrupted for non-payment, reconnection will require full payment of the
amount owed plus a reconnection charge. Advance payment of a deposit
and the next month’s service fee may also be required. You may request
that your deposit be returned after one year of good payment record.
Payments not honored by the bank will be assessed a $20 returned
payment fee. If you believe your statement contains a billing error, please
contact us within 30 days of receipt of the statement in question. We will
respond to all billing inquiries within seven business days. Checks not
honored by the bank will be assessed a $20 returned payment fee. If you
believe your statement contains a billing error, please contact us within
30 days of receipt of the statement in question. We will respond to all
billing inquiries within seven business days.
TWC Signal Quality Assurance
Time Warner Cable is committed to providing quality service to its
customers in compliance with Federal Communications Commission
regulations. If you have a complaint relating to the quality of the
television signal we deliver to your home, we would like to know. Please
call our Customer Service department at 1-888-TW-CABLE. Your
situation will be handled quickly and competently by a qualified service
representative. In the event that you are not satisfied with the handling
of your problem, you may direct your complaint to your local franchise
authority.
Installations, Outages and Service Calls
Time Warner Cable maintains an after-hours outage detection system
with standby technicians available 24 hours a day, seven days a week.
Excluding those situations beyond our control, we will respond to service
interruptions promptly, usually within one hour. Other service problems
will be responded to within 36 hours during the normal workweek, unless
a later date is requested. In the event of complete failure of service for a
continuous period of 24 hours or longer, you will receive, upon request,
a prorated adjustment to your monthly fee. The request for credit should
be made within three days of the outage.
We will complete requests for the installation of Cable TV, Road Runner
High-speed Internet, and Home Phone service within seven business
days unless a later date is requested. Requests for custom wiring may
require added time for scheduling.
47
I Service Procedures
CUSTOMER HANDBOOK
Service Procedures | CONTINUED
Installation and Repair Time Frames (Seven days a week)
Mornings:
8:00 a.m. – 12:00 p.m.
Afternoons:
1:00 p.m. – 4:00 p.m.
Evenings:
4:30 p.m. – 6:30 p.m.
*Hours subject to change without notice.
If we fail to arrive for an installation within the appointment window
selected, the installation is free. If we fail to arrive for a service call within
the scheduled appointment window, the customer receives a $20 credit
to his/her account upon request.
If at any time a technician is running late, we will attempt to contact the
customer. Clearly marked vehicles provide easy identification of Time
Warner Cable Field Employees. Photo IDs are provided upon request.
Home Wiring
You have options regarding the home wiring located within your dwelling
that is used to provide cable service. Home wiring is the cable which runs
from your TV set to a point approximately twelve inches outside of your
dwelling unit. Home wiring includes extra outlets, splitters, connections
and fittings or wall plates attached to the cable but does not include
terminal devices such as converters, descramblers, A/B switches,
parental lockout devices, and security devices.
Pursuant to FCC regulations, customers are given the option to acquire
the home wiring within their home upon termination of cable service.
However, even prior to termination of cable service, customers can
remove, replace, rearrange, repair or maintain any cable wiring located
within the interior space of their dwelling as long as these actions do not
interfere with our ability to meet FCC technical standards or to provide
services to you or your neighbors. For example, you may not attach any
device or equipment to your inside wiring in a way that may cause a
violation of government regulations, or that impairs the integrity of the
local cable system, such as creating signal leakage. In addition, you may
not attach devices or equipment to the wiring that result in a degradation
of signal quality to you or your neighbors.
If you choose to have us remove, replace, rearrange or maintain the
wiring inside your home, you will be charged our regulated hourly
service charge on a per-visit basis. Furthermore, we are not responsible
for problems relating to the operation of customer-owned consumer
electronic equipment such as televisions, VCRs, home antennas, etc.,
which may be connected to the inside wiring in your home. We are,
however, responsible for problems relating to any equipment that you
lease from us, other than problems caused by tampering, neglect or
abuse.
You also have the option of removing, repairing, rearranging or
maintaining the inside wiring yourself or hiring a contractor to do the work
for you. It is important that high quality home wiring materials be used
and that these materials be properly installed in order to avoid signal
leakage and to maintain signal quality in compliance with FCC technical
regulations. However, if improper materials or installation causes signal
degradation and/or leakage, we may be required under federal law to
terminate your cable service until the problem can be remedied.
understanding Your Statement | 56
CuSToMeR HANdbook
Understanding Your Statement
CUSTOMER HANDBOOK
I 48
Understanding
Statement
Understanding
Your Your
Statement
Your First and Future Bills
About one week after installation you should expect your first bill. Please
check it carefully to be sure that your name and address are correct, and the
equipment and service you requested are accurate. Future bills will be sent on
Your first and future Bills
the same approximate date each month.
About one week after installation you should expect your first bill.
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49
I Bill Payment Options
CUSTOMER HANDBOOK
Bill Payment Options
Pay by Mail
Or you can still pay your bill by mail using the return envelope included
with your monthly statement. If you have misplaced your return envelope
or bill stub, simply mail your bill payment to the following address:
Pay your bill online with PayXpress, a convenient, FREE service from Time
Warner Cable. It’s quick and simple. Just visit
www.timewarnercable.com/socal/payxpress to register!
Pay in Person
Visit one of our convenient Service Centers to make a payment in person
with one of our friendly Service Agents at any cable store location.
You can also drop off payments in our night drop box 24/7, located just
outside our door at each Service Center. Please include your account
number, along with your name and address. For your security, please do
not drop cash payments.
Pay by Phone
Use your credit or debit card (no PIN number required) to pay your bill at
your convenience via phone.
Call 1-888-TW-CABLE.
Time Warner Cable
PO Box 60074
City of Industry, CA 91716-0074
When paying by mail, please use a check or money order, payable to Time
Warner Cable. Make sure your account number is on your check or money
order. For your security, please avoid sending cash through the mail.
Customer Guide
CUSTOMER HANDBOOK
I 50
Customer Guide to Cable and Home Entertainment Equipment (06/08)
An online version of this notice is accessible at www.timewarnercable.com/socal/customer under the Customer Service link.
CUSTOMER GUIDE TO CABLE AND HOME ENTERTAINMENT
EQUIPMENT
With cable TV connected to your home entertainment system, you enjoy the
best choice, convenience and value. Extra steps may be required for cable TV to
work effectively with various equipment. This guide provides information about
when cable TV is compatible with your equipment and when it may not be. If you
don’t find your particular situation described in this guide, please call us. (You’ll
find our phone number on the accompanying billing statement.) We’ll work with
you to determine the cable setup and equipment appropriate for your needs.
Converters Are Necessary When...
Some TV receivers and other consumer electronics devices directly connected
to the cable TV system cannot tune to all of the unscrambled analog channels
that we provide. (Either a digital set-top box or a CableCARD-equipped TV
or other Unidirectional Digital Cable Product (“UDCP”) is required to access
digital cable services and/or scrambled analog channels; see discussion of such
devices in the following section). For example, older TV sets with mechanical
tuners typically cannot receive any broadcast stations or other channels other
than VHF 2 through 13. Many “cable-ready” TVs, VCRs, and DVRs can receive
all unscrambled analog channels, although some models may not be able to
receive all of them.
In cases where a TV, VCR, or DVR cannot tune to all of the channels provided
as part of your cable service, an extended tuner called a converter can be used
to receive the channels and send them to a TV set ,VCR or DVR. Converters
are available for a nominal fee from our company or may be purchased from a
retail store (where available).
To help ease the confusion about whether a TV, VCR or DVR is really “cableready,” the Federal Communications Commission will not allow TVs, VCRs and
DVRs manufactured or imported for sale in the United States after October 31,
1994 to be marketed as “cable-ready” or “cable compatible” unless they meet
certain bandwidth tuning and other performance standards.
All Scrambled Signals Require a Descrambler
Because all customers do not subscribe to every programming service offered,
we may use scrambling technology to deliver a secure signal to authorized
homes. Scrambling is a method of changing the components of an analog signal
or encrypting a digital signal at the cable television transmission center
(headend) to render it unviewable without an authorized descrambler.
The number of scrambled channels and service levels vary among different
cable systems. Whenever customers subscribe to service levels or channels
which are scrambled, they will need a descrambler - even if their TV is “cableready.” For example, all Pay-Per-View and Video-on-Demand, and most digital
programming, will require a descrambler. With a descrambler, customers may
then choose from several different service options and often can change
packages without the need for a home appointment.
In many cases, the descrambler and converter are incorporated in the same
device, generally referred to as an “integrated” set-top box. In accordance with
Federal Communications Commission rules, however, beginning July 1, 2007,
new digital set-top boxes that we place in service must rely upon a separate
descrambler module, called a “CableCARD.” Non-integrated third-party set-top
boxes and television sets equipped with CableCARD slots also may be available
for purchase at retail outlets in certain locations, although the availability of
such devices from third parties is outside our control. Moreover, due to device
limitations, the current generation of retail CableCARD-compatible devices
(referred to as Unidirectional Digital Cable Products (“UDCPs”) or Digital Cable
Ready devices) only can receive what are known as “one-way” cable services.
Such retail devices will not receive “two-way” cable services, such as Time
Warner Cable’s electronic program guide, Pay-Per-View, Video on Demand,
StartOverTM (where available) or switched digital video (“SDV”) services.
In particular, you should be aware that we intend to continue to expand our
deployment of SDV two-way technology. SDV allows us to use bandwidth more
efficiently by delivering certain channels only an as-needed basis. As a result,
SDV enables us to expand the number of HD channels and other programming
services we offer. Channels that are delivered using SDV cannot be accessed
on the current generation of one-way CableCARD devices, which were not
designed or sold to receive two-way services. All our two-way services can be
received through set-top boxes available from Time Warner Cable. In addition,
as we continue to deploy Tru2way technology in our cable systems and as
devices incorporating Tru2way technology become available at retail, customers
will be able to access our two-way services using such devices, as well.
Please note that we are the only authorized provider of any CableCARD or
other type of descrambler used to receive our services. You should be aware
that the use of any descrambler on our cable system obtained from a third party
and not authorized by us is illegal and is subject to criminal prosecution pursuant
to 47 U.S.C. § 553. If you have any questions relating to the need for separate
descrambler and converter devices, please call us for additional information.
Please Note . . .
If you require a converter or descrambler for service, some features on your TV,
VCR or DVR may be limited. For example, without special additional equipment,
you may not be able to use picture-in-picture, channel review and display
features. You may not be able to record one program while viewing another or
record consecutive programs on different channels. We can provide you with
special equipment you may need to better enable utilization of these features.
Except in the case of descramblers, this equipment may also be purchased from
local retail outlets. If such equipment is purchased or leased from us, a custom
installation fee and/or a monthly equipment rental fee may apply. If you can see
images or hear sound from scrambled channels that you do not subscribe to,
you may request those channels be blocked. Please call us for details.
Special Equipment Available
In cases where you require a converter and/or a descrambler, special
equipment is available to make your cable service more compatible with your
existing home electronics equipment.
BYPASS SWITCHES
If you would like to receive the portion of your cable lineup which is unscrambled
directly from your television rather than through the converter, a “bypass
switch” feature is available. A bypass switch will allow for the simultaneous
recording and viewing of different programs, the consecutive recording of
programming on different channels, and the use of picture-in-picture displays in
most cases where at least one of the channels is not scrambled. Depending on
availability, the switch may be part of your converter or descrambler, or it may
be a separate device.
PARENTAL LOCKOUT DEVICES
If you find any of the channels included in the service levels you have requested
to be objectionable, you can arrange for the installation of a device to restrict
the viewability of such channels. Please call us for details.
CUSTOM SETUPS
If you would like to receive two scrambled signals at the same time (for
example, so that you can watch one channel while recording another) it may be
necessary to install different equipment or even two descramblers on one TV or
DVR. Please feel free to contact us so that we may discuss the cable setup and
equipment appropriate for your needs.
We’re committed to helping you get the most out of your cable television
service. Please let us know if you are experiencing equipment compatibility
problems and we will work to find the best solution for you. Installation and
equipment charges may apply. As new technology becomes available, some
equipment compatibility problems may be resolved.
As new technology becomes available, some equipment compatibility problems
may arise that may require other special equipment or solutions. Installation and
equipment charges may apply.
COMPATIBLE REMOTE CONTROLS
We use converters or descramblers that work in conjunction with some
universal remote controls available for purchase at retail stores. These universal
remotes may be used in place of the ones we provide at a nominal monthly fee.
The following is a representative list of compatible universal remote controls
currently available from retail stores.
BRAND
MODEL
LOGITECH HARMONY
880; 966208-0403; H659
966193-0403; 915-000002;
966230-0403; 966187-0403;
9662300-0403; 890
MASTER REMOTE CONTROL
RFS 100; RSF 200
ONE FOR ALL
URC-8820; URC-613N
PHILIPS
PH301S; PM435S; TSU500
SONY
RMVL600; RMV310;
RMV202; RMAX1400
UNIVERSAL REMOTE
R5G; R7G; FX1; URC-R76;
URC-R5G; URCRF10;
URCRF20
RCA
RCU310; RCU300TMS;
RCR450; RCR460; D770;
RCR860; RCR660;
RCR412C; RCR612
ZENITH
ZEN760; ZN5DSS
51
I Privacy Notice
CUSTOMER HANDBOOK
Customer Guide to Cable and Home
Entertainment Equipment (continued)
Time Warner Cable Residential Services | PRIVACY NOTICE
Although every effort has been made to provide you with a complete and accurate
list of universal remote controls, you can probably find other remotes that will
work with your home electronic equipment. Should you have a question about the
compatibility of a remote control, please call us. You can find our phone number
on the accompanying billing statement.
Please Note . . .
Although these remote controls are compatible with the home terminals and
converters we currently offer, they may not be functional should equipment
technology change.
GUIDE TO HOME WIRING
The following notice will serve to inform you of your options regarding the home
wiring located within your dwelling that is used to provide cable service. Home
wiring is the cable that runs from your TV set to a point approximately twelve
inches outside of your dwelling unit. It includes extra outlets, splitters, connections
and fittings or wall plates attached to the wire but does not include terminal
devices such as converters, descramblers, CableCARDs, A/B switches, parental
lockout devices, security devices and the like.
Pursuant to FCC regulations, all customers are given the option to acquire the
home wiring within their dwelling unit upon termination of cable service. However,
even prior to termination of cable service, we allow our customers to remove,
replace, rearrange, repair or maintain any cable wiring located within the interior
space of the customer’s dwelling unit so long as such actions do not interfere
with our ability to meet FCC technical standards or to provide services to you or
your neighbors. For example, you may not attach any device or equipment to your
inside wiring in a way that impairs the integrity of the local cable system, such as
creating signal leakage, or which may cause a violation of government regulations.
Furthermore, you may not attach devices or equipment to the wiring which alone
or together results in a degradation of signal quality to you or your neighbors.
If you choose to have us remove, replace, rearrange or maintain the wiring inside
your home, you will be charged our regulated hourly service charge on a per-visit
basis. Furthermore, we are not responsible for problems relating to the operation
of customer owned consumer electronic equipment such as televisions, VCRs,
DVRs, home antennas, etc., which may be connected to the inside wiring in your
home. We are, however, responsible for problems relating to any equipment which
you lease from us, other than problems caused by tampering, neglect or abuse.
You also have the option of removing, repairing, rearranging or maintaining the
inside wiring yourself or of hiring a qualified outside contractor to do the work
for you. It is extremely important that only high-quality home wiring materials be
used and that these materials be properly installed in order to avoid signal leakage
and to maintain signal quality in compliance with FCC technical regulations. If you
choose to install, replace or repair your own wiring, or hire a third party contractor
to do it for you, we will be happy to furnish, at cost, the necessary wiring and
connectors that will meet required technical standards, or provide you with a list
of technical specifications for the equipment should you choose to purchase it
elsewhere.
Please Note . . .
In the event improper materials or improper installation causes a signal
degradation and/or leakage, we may be required under FCC rules to terminate
your cable service until the problem can be remedied.
TIME WARNER CABLE AND AFFILIATED ISPS SUBSCRIBER PRIVACY
NOTICE FOR CALIFORNIA
We at your local Time Warner Cable-affiliated cable operator (“Operator,” “we” or
“us”) are providing this Notice to inform you of our practices regarding personally
identifiable information that may be collected in the course of providing services
to you over our cable system, including video programming services and ISP
Services (“cable-based services”). This notice is also being provided on behalf
of Time Warner Cable’s affiliated ISPs whose services are being provided over
our cable systems (America Online and Road Runner and any other affiliated ISP
Service which we may offer in the future (collectively, “Affiliated ISPs”)). This
Notice is being provided in accordance with the Cable Communications Policy Act
of 1984 (the “Cable Act”) and Section 637.5 of the California Penal Code (the
“Statute”). In addition to the Cable Act and the Statute, this Notice also makes
reference to the Electronic Communications Policy Act of 1986, as amended
(“ECPA”), and the Online Copyright Infringement Liability Limitation Act of 1998
(“Copyright Act”), which are also applicable if you are a subscriber to an ISP
service provided by Operator over its cable system (an “ISP Service”).
This Notice pertains to personally identifiable information about you that you have
furnished to Operator, or that Operator has collected, in connection with the
provision of cable-based services to you. The provisions of this Notice also apply
as indicated herein to personally identifiable information that you have furnished to
Affiliated ISPs or that they have collected in connection with their provision of ISP
Service. Personally identifiable information does not include aggregate data that
does not identify you.
The Cable Act’s subscriber privacy provisions apply to cable operators, as defined
in the privacy provisions of the Cable Act, providing cable and other services over
their systems. The Statute’s privacy provisions similarly apply to cable television
corporations, as defined in the privacy provisions of the Statute. This Notice
collectively refers to these entities as “Cable Operators.” Our Affiliated ISPs
intend to conduct their privacy practices as set forth in this Notice, which provides
subscribers to their ISP Services (i.e., their ISP services as provided by Operator
over its cable system) with information required by the privacy provisions of the
Cable Act and/or the Statute, whether or not these Affiliated ISPs qualify as Cable
Operators. Our Affiliated ISPs may provide subscribers with other information
concerning their general privacy practices through additional policies and notices,
which will continue to apply unless inconsistent with this Notice. When using our
Affiliated ISPs, you may wish to review these additional policies and notices.
The provisions of this Notice do not apply to non-affiliated, third party ISPs (e.g.,
EarthLink) whose ISP Services are provided on Operator’s cable systems. These
non-affiliated ISPs may have their own privacy policies, which you may want
to review. You should also be aware that most of the content and applications
provided through your ISP Service are provided by third parties, and that by
accessing the online content of these third parties you may cause or enable the
transmission by the system to them of personally identifiable information. The
policies described in this Notice do not apply to such third parties. These third
parties may have their own privacy policies, which you may also want to review.
Seven areas are covered by this Notice:
1. The nature of personally identifiable information collected about you;
2. The nature, frequency, and purpose of any disclosure that may be made of such
information;
3. Disclosure of information to governmental entities and through legal process;
4. The period of time such information will be maintained;
5. Your online communications on your ISP Service;
6. The times and place you may have access to the information collected; and
An online version of this notice is accessible at www.timewarnercable.com/socal/customer.
7. Your rights under the Cable Act and the Statute.
1. Collection and Use of Personally Identifiable Information
In order that Operator can provide service to you and operate efficiently,
Operator collects the following types of information about you that may
constitute personally identifiable information: your name, home, email an work
address, telephone numbers, social security number, and credit and credit card
information. Depending on the services Operator provides to you, our records
also may include information on billing, payment, damage and security deposits,
maintenance and repairs, how many television sets you have connected to cable
or that are cable ready, the location of these television sets in your home, the
number and location of PCs in your home and your PC configuration, the service
options you have chosen, and the number of converters, cable modems or
other cable equipment installed in your home. We may remotely check your PC
to the extent necessary to determine whether it is susceptible to unauthorized
access or the dissemination of computer viruses. We may also keep records of
research concerning subscriber satisfaction with our services, which are obtained
from subscriber interviews and questionnaires. Additionally, Operator may
have a record of whether you rent or own your home in the event that landlord
permission is required prior to installing our cable facilities. We also maintain
subscriber correspondence (via e-mail or otherwise) and, if you are an ISP Service
subscriber, we may keep records of violations and alleged violations of your ISP
Service Subscription Agreement with Operator (your “Subscription Agreement”)
and other rules governing your use of the ISP Service. Finally, Operator may
sometimes obtain from third parties publicly available information about our
subscribers.
The information described in the preceding paragraph is used for purposes such
as the following: to make sure you are being billed properly for the services
you receive; to send you pertinent information about Operator’s services; to
maintain or improve the quality of Operator’s services; to answer questions from
subscribers (i.e., for troubleshooting); to ensure compliance with relevant law and
contractual provisions; to market cable or other services or products that you may
be interested in; and for tax and accounting purposes.
Operator’s system, in delivering and routing the ISP Services, and the systems
of Operator’s Affiliated ISPs, may automatically log information concerning
Internet addresses you contact, and the duration of your visits to such addresses.
Operator does not use or disclose any personally identifiable information that
may be derived from these logs for marketing, advertising or similar purposes.
Operator, as described above, as well as your ISP, in providing the ISP Service to
you, also has access to personally identifiable information about you or your ISP
account, including the name and address associated with a given IP address or,
possibly, one or more e-mail accounts. You have consented, in your Subscription
Agreement, to the collection of personally identifiable information as described in
this paragraph.
Under the Cable Act, a Cable Operator may also collect personally identifiable
information over a cable system without subscribers’ consent if it is necessary to
provide services to subscribers, or to prevent unauthorized access to services or
subscriber data.
Our Affiliated ISPs also may collect the following types of information that may
constitute personally identifiable information:
--Registration and account information , including your name, address, telephone
number, screen names and email address(es), means of subscription, billing and
payment (including credit card) information, and complaint and service history;
--account usage information , including information about how often and how long
Privacy Notice
CUSTOMER HANDBOOK
I 52
Time Warner Cable Residential Services | PRIVACY NOTICE
An online version of this notice is accessible at www.timewarnercable.com/socal/customer.
you use the relevant ISP Service, areas of the ISP Service visited and features
of the ISP Service selected or used, and purchases that you have made through
the ISP Service;
--technical information , including information about your computer system, its
software and modem, and your geographical location;
--other subscriber information , including preference and other information you
provide when you use or personalize your use of your ISP Service, information
provided by our Affiliated ISPs’ business partners, information you publish on the
ISP Service, and information from other sources (for example, publicly available
supplementary data).
The information collected by our Affiliated ISPs in connection with your use of
their ISP Services may be used in connection with the provision and maintenance
of the relevant ISP Service and to fulfill transactions that you request, to
personalize or improve your online experience, or as otherwise necessary in the
course of their businesses (for example, in audits, billing matters, or research).
Our Affiliated ISPs may also use this information to provide advertising and other
offers for goods and services to you, subject to the marketing preferences you
may select when using their ISP Services. If you are a subscriber to one or more
of our Affiliated ISPs, you have consented in your Subscription Agreement(s) to
the collection of such information for the uses described above.
2. Disclosure of Personally Identifiable Information
Personally identifiable information that Operator maintains related to its
subscribers will be disclosed by Operator without the prior written or electronic
consent of subscribers only if: (1) it is necessary to render, or conduct a
legitimate business related to, the services that are provided to you; (2) such
disclosure is required by law or legal process as described below; or (3) for
mailing lists as described below.
The types of persons to whom information about you may be disclosed by
Operator in the course of providing cable service to you include the employees
of Operator and its related legal entities, agents, repair and installation
subcontractors, sales representatives, accountants, billing and collection
services and credit reporting agencies, consumer and market research firms,
and authorized representatives of governmental bodies. Also upon reasonable
request, personally identifiable information is disclosed to persons or entities
with an equity interest in legal entities related to Operator when they have a legal
right to inspect our books and records.
In addition, if you are an ISP Service subscriber, information, including personally
identifiable information, may be shared between Operator and your ISP in
providing the ISP Service. The types of persons to whom information about you
may be disclosed in the course of providing an ISP Service to you may include,
in addition to those persons listed above, your ISP and its employees or other
entities who provide content and/or services to the ISP Service or to you via the
ISP Service.
Information for billing purposes is generally provided by Operator on a monthly
basis. Information for other purposes is provided by Operator as it is needed.
Unless you object, the Cable Act and the Statute also permit Cable Operators
to disclose personally identifiable information to others, such as advertisers and
direct mail or telemarketers, for non-cable related purposes. Under the Cable
Act and the Statute, any disclosures for purposes other than as described in the
first three paragraphs of this Section 2 and in Section 3 of this Notice is limited
to the following “mailing list information”: your name, address and the fact that
you are a cable television subscriber. In addition, Operator may add to its mailing
list publicly available information about subscribers that is obtained from third
parties. Mailing list information cannot include the extent of your viewing or use
of a particular service, including the extent of your use of any ISP Service, or
the nature of any transaction you make over the cable system. Operator may
disclose such mailing list information from time to time. If you wish to have us
remove you from our mailing list, please notify us in writing at the main office of
your local Operator.
In addition to any disclosures permitted in the first paragraph of this Section 2,
our Affiliated ISPs may also disclose, pursuant to the consent you granted in
your Subscription Agreement, the personally identifiable information described
in Section 1 in connection with the provision of services to you, in order to fulfill
transactions that you request, to personalize your online experience, to comply
with criminal or civil legal process (including as described in Section 3 of this
Notice), and as otherwise necessary in the ordinary course of their businesses.
For example, our Affiliated ISPs may disclose your personally identifiable
information routinely to their employees, agents and contractors to maintain,
market, provide, and audit your ISP Service; to outside auditors to check their
records; to attorneys and accountants as necessary to render services to such
ISPs; and to merchants from whom you make purchases. The frequency of such
disclosures varies according to business needs. The names and addresses of
subscribers to our Affiliated ISPs may also be disclosed to selected companies
in order to provide you direct mail product and service offers, subject to
the marketing preferences you may select when using your ISP Service. In
disclosing name and address information for such purposes, our Affiliated ISPs
may combine these lists with publicly available information (such as census and
household information), or segment them (i.e., create separate sub-lists) based
on such publicly available information or on other information (such as when the
subscriber began using the ISP service, or the subscriber’s computer type).
3. Disclosure of Information to Government Entities and Other Legal Process
Federal law requires Operator to disclose personally identifiable information to
a governmental entity or other third party pursuant to a court order. If the court
order is sought by a governmental entity, the Cable Act and the Statute require
that you be afforded the opportunity to contest in court any claims made in
support of the court order sought. At such a proceeding, the Cable Act requires
the governmental entity to offer clear and convincing evidence that the subject of
the information is reasonably suspected of engaging in criminal activity and that
the information sought would be material evidence in the case. In addition,
pursuant to an administrative subpoena, state welfare agencies may obtain the
names and addresses of individuals as they appear in the subscriber records
of cable companies with respect to those who owe, or are owed, welfare
support. Such information may be obtained without a court order and does not
require that a subscriber be given notice of and the opportunity to contest the
disclosure.
If you are a subscriber to an ISP Service, ECPA requires your ISP and us to
reveal information to the government in certain additional circumstances. ECPA
addresses both the content of communications on the ISP Service, as well
as subscriber record information. ECPA requires your ISP and us to disclose
to governmental authorities the content of communications in response to
a criminal warrant or court order without any notice to you and without your
consent.
In addition, under ECPA the government may require Operator or your ISP to
disclose subscriber record information (but not the content of communications)
pursuant to a warrant, court order or subpoena without any notice to you and
without your consent.
If you subscribe to an ISP Service, a private party may use a subpoena under
the Copyright Act to obtain information about you to maintain a copyright
infringement suit against the poster of online material, without any notice to you.
Additionally, our Affiliated ISPs may release information about you to comply with
valid legal process such as a subpoena or court order, or as required by law.
In your Subscription Agreement, you have agreed that Operator and our
Affiliated ISPs may also disclose any information in its possession to protect
its rights, property and/or operations, or where circumstances suggest that
individual or public safety is in peril.
4. Time Period That We Retain Personally Identifiable Information
Operator and its Affiliated ISPs maintain personally identifiable information about
subscribers for as long as it is necessary for business purposes. This period of
time lasts as long as you are a subscriber and up to fifteen additional years so
that we and our Affiliated ISPs can comply with tax and accounting requirements.
When information is no longer necessary for these purposes, we destroy the
information unless there is a legitimate outstanding request or order to inspect
the information.
5. Your Online Communications on an ISP Service
In addition to the situations described in Section 3, ECPA provides for other
exceptional circumstances under which Operator and/or your ISP may be
compelled to disclose information about you or your communications, or are
permitted to disclose such information. For example, such information may be
disclosed to law enforcement if it appears to be evidence of child pornography,
or was inadvertently obtained and appears to pertain to a crime. Such disclosure
is also permitted to an addressee or intended recipient (or his or her agent), or
to a person involved in forwarding such information to its destination; when it is
necessarily incident to providing service or to protect our rights or property; to
others with your consent or the consent of an addressee or intended recipient
(or his or her agent) of communications sent by you; or as otherwise provided
for by law. In your Subscription Agreement, you have agreed that Operator and
our Affiliated ISPs may disclose any information in their possession to protect
their rights, property and/or operations, or where circumstances suggest that
individual or public safety is in peril.
6. Access to Records
Under the Cable Act and the Statute, you have the right to inspect the records
of a Cable Operator that contain personally identifiable information about you
and correct any errors in such information. If you wish to inspect these records,
please notify Operator in writing and an appointment at our local business office
will be arranged during our regular business hours.
7. Your Rights Under the Cable Act and the Statute
The Cable Act and the Statute provide you with a cause of action that may
entitle you to damages, attorneys’ fees and costs in court should you believe
that any of the limitations on the collection, disclosure, and retention of
personally identifiable information have been violated by a Cable Operator. Your
Subscription Agreement contains your agreement that, to the extent permitted
by law, any claims that you have under the Cable Act or the Statute will be
decided in arbitration and attorneys’ fees and punitive damages will not be
available.
53
I Terms of Service
CUSTOMER HANDBOOK
Time Warner Cable Residential Services | TERMS OF SERVICE
An online version of this notice is accessible at www.timewarnercable.com/socal/customer.
Welcome to Time Warner Cable Digital Phone service! Please
review this important information about your services.
Digital Phone Service Features
Time Warner Cable offers several different Digital Phone Calling Plans to fit your
needs. All Digital Phone Calling Plans include popular calling features – Call
Waiting, Caller ID, Call Waiting ID, Call Forwarding, Speed Dialing, Three-Way
Calling and Anonymous Call Rejection, all at no extra charge. In addition, you may
add Voice Mail service for just $3.95 per month. Remember, with Digital Phone
service, you can keep your existing telephone number, you need not buy any
special equipment and you can use all of the telephone extensions in your home.
Digital Phone Calling Plans
• Digital Phone service allows you to call anyone, anytime, anywhere in the United
States, Puerto Rico and Canada as frequently as you like for one simple monthly
price, based on the package of services you purchase from Time Warner Cable.
If you purchase both High-Speed Internet and Video service, you will pay just
$39.95 per month for Digital Phone service. If you purchase only High-Speed
Internet or Video service, you will pay $44.95 per month for Digital Phone
service. If you purchase only Digital Phone service, you will pay $49.95 per
month. Additional charges apply for taxes, fees, international calling and directory
assistance and operator services calls. Digital Phone may be used to make
calls using other long distance providers, calling cards and dial-around (10-10-)
services.
• D
igital Phone Unlimited California allows you to call anyone, anytime, anywhere
within California as frequently as you like for one simple monthly price, based on
the package of services you get from Time Warner Cable. If you purchase both
High-Speed Internet and Video service, you will pay just $29.95 per month for
Digital Phone Unlimited California service. If you purchase either High-Speed
Internet or Video service, you will pay $34.95 per month for Digital Phone
Unlimited California. Customers who purchase only Digital Phone Unlimited
California will pay $39.95 per month. The rate for long distance calls to all other
states nationwide is $0.05 per minute. Additional charges apply for taxes, fees,
international calling and directory assistance and operator services calls. Digital
Phone Unlimited California may be used to make calls using other long distance
providers, calling cards and dial-around (10-10-) services.
• International OnePrice® Calling allows you to call to more than 100 countries for
just $19.95 more per month. The International OnePrice® Calling Plan is available
to residential customers subscribing to any Digital Phone Calling plan identified
above and applies only to calls terminating on landline phones and to calls
terminating on cell phones based in the following countries: China, Hong Kong,
India, Macau, Paraguay and Thailand. A current list of countries included in the
International OnePrice® Calling Plan is available at
www.TimeWarnerCable.com/SoCal. Calls to other locations will incur charges at
current Time Warner Cable rates, which can be found at
www.TimeWarnerCable.com/SoCal. Calls to satellite phones, special services
numbers, including international toll-free and caller-paid services (900 numbers),
calls to chat lines and calls to cell phones are not included and will incur
additional per-minute charges. Additional charges apply for taxes, fees and
directory assistance and operator services calls. Three-way calling and call
forwarding features cannot be used with the International OnePrice® Calling Plan.
The International OnePrice® Calling Plan provides up to 3,000 minutes of calling
time per month, based upon your monthly Time Warner Cable billing cycle. TWC
reserves the right to monitor usage for possible abuse of service. Exceeding
3,000 minutes of calling time per month is considered beyond normal residential
use, may be investigated and may result in termination of International OnePrice®
Calling Plan service.
Rates and Billing Information
We will bill you for your Digital Phone service every month in advance. Your
monthly Time Warner Cable bill will identify your Digital Phone service, international
calling, additional service and other charges and applicable taxes and fees.
Applicable taxes and fees may include federal and state universal service
contributions, federal excise tax on intrastate services, state and local sales taxes,
E911 support charges, state regulatory fees and state business taxes. Except
under the International OnePrice® Calling Plan, all calls to international locations
will be billed on a per-minute basis. Current rates to all locations outside the United
States, Canada, and U.S. Territories can be found on the Digital Phone website at
www.TimeWarnerCable.com/SoCal. Charges for directory assistance, operator
services, voice mail, private listings and seasonal service plans (“Additional
Charge Services”) are not included in Digital Phone Calling Plans and will be billed
separately, based on usage. Additional information and a tariff or list of current
rates for Digital Phone Calling Plans and Additional Charge Services may be found
on our website at www.TimeWarnerCable.com/SoCal.
In addition to charges for other Time Warner Cable services, your Digital Phone
charges will appear as a series of line items on your Time Warner Cable bill. You
may view details of your outbound intrastate, long distance, international, directory
assistance and operator service calls and charges at any time by logging in to the
Time Warner Cable secure website, which you may access by clicking on ‘My
Account’ at www.TimeWarnerCable.com/SoCal. Also, you may request a mailed
copy of your recent outbound calling details by contacting Time Warner Cable at
1-888-TW-CABLE. If you are an International OnePrice® Calling Plan subscriber,
calls to countries included in the International OnePrice® Calling Plan the charge per
call will appear as $0.00.
Payment Information
Payment for your Time Warner Cable services, including Digital Phone service,
other charges and all taxes and fees, must be received by the date indicated
on your bill. Please report any billing errors immediately. Time Warner Cable will
not provide credit for disputed charges that are not reported within 90 days of
the date that the charge first appears on your bill. To request credits for service
interruptions, please call Time Warner Cable customer service at
1-888-TW-CABLE or send a written request to your local Time Warner Cable office.
A late charge of up to $4.75 may be assessed upon any balance due that remains
unpaid thirty (30) days after the original date that payment was due. Payments must
be received when due to avoid service interruption or termination. Nonpayment of
any portion of your Time Warner Cable statement for Video, High-Speed Internet
and Digital Phone services may result in disconnection of any and all services,
including Digital Phone services. Account holders are liable for payment for all
services rendered by Time Warner Cable prior to customer’s request to terminate
service. All equipment remains the property of Time Warner Cable.
Additional Important Information
Digital Phone comes with up to 6-hours back-up power and, as in the case with an
electric-powered home cordless phone, should there be a prolonged outage, Digital
Phone, including the ability to access 9-1-1 services, may not be available.
Digital Phone is compatible with most home monitoring and security systems. Time
Warner Cable does not install, support or service monitored security systems.
If you plan to use Digital Phone with your home monitoring and security system,
you must contact the provider of your alarm monitoring services in order to test
the compatibility of the alarm services with Digital Phone. Time Warner Cable will
not be responsible for the cost of conducting any tests or configuring your alarm
monitoring system.
Upon your receipt of this information, you may, for any reason, cancel your order
for Time Warner Cable Digital Phone without any penalty or further obligation. As
with all Time Warner Cable products, you’re also eligible for a 30-day money-back
guarantee. Additional service charges incurred during the first 30 days, such as
calls to international locations, Directory Services and Operator Assistance are
independent of this guarantee and will be billed and due in case of cancellation.
Time Warner Cable may disconnect your Digital Phone service for any reason upon
fourteen (14) days notice.
Finally, the Time Warner Cable Residential Subscription Agreement and Subscriber
Privacy Notice govern your use of Time Warner Cable Digital Phone service. These
materials should be included in your Digital Phone service Welcome Kit and are
available online at www.TimeWarnerCable.com/SoCal.
Other Important Items
Your Time Warner Cable Digital Phone Unlimited California service is governed by
this document, the Time Warner Cable Residential Services Subscriber Agreement
and the Time Warner Cable and Affiliated ISPs Subscriber Privacy Notice that you
received with your installation materials.
Time Warner Cable Digital Phone Unlimited California service is for residential,
noncommercial use only. If you have a need for business class services, please
contact Time Warner Cable.
You may cancel your order to have Digital Phone Unlimited California service, for
any reason, without penalty and with no further obligation. In addition, new Digital
Phone Unlimited California customers may be eligible for a 30-day money back
guarantee. Please note that charges for additional services, including charges
associated with calls to domestic long distance, international locations, Directory
Services and Operator Assistance, are not covered by the Digital Phone 30-Day
money back guarantee. You will be billed for and must pay these charges even if
you cancel your Digital Phone Unlimited California service.
If you wish to terminate Digital Phone Unlimited California service, please contact
Time Warner Cable at 1-888-TW-CABLE to schedule service disconnection. You
may terminate your subscription to Time Warner Cable Digital Phone Unlimited
California service at any time, for any reason. All customer premises equipment
provided by Time Warner Cable remains the sole property of Time Warner Cable. Your
Digital Phone Unlimited California service is intended for use only at the address
location where it was originally installed, and you are prohibited from moving your
voice-enabled cable modem. If your modem is moved to another address, your
emergency 9-1-1 services will not operate properly because 9-1-1 operators will
not be able to identify the caller’s location in an emergency. If you would like to
establish service at a new location, please call Time Warner Cable.
Your Time Warner Cable voice-enabled cable modem requires electrical power
to operate, and, in the event of a power outage or a Time Warner Cable network
failure, emergency 9-1-1 services will not be available.
Subscriber Agreement
CUSTOMER HANDBOOK
I 54
Time Warner Cable Residential Services | SUBSCRIBER AGREEMENT
An online version of this notice is accessible at www.timewarnercable.com/socal/customer.
IMPORTANT INFORMATION ABOUT YOUR TIME WARNER CABLE SERVICES
The account holder(s) referred to on the accompanying Time Warner Cable
Work Order or statement (“I,” “me” or “my”) agrees that the Work Order, this
Agreement, the Terms of Use referred to below, and any applicable Tariff(s) on file
with the state utility commission or comparable state agency in the jurisdiction in
which I live, set forth the terms and conditions that govern my receipt of Services
from Time Warner Cable, which may include, among others, video, high-speed data
and voice Services. The term “Services” and all other capitalized terms used in this
Agreement are defined in Section 15.
In consideration of TWC’s provision of the Services that I have requested, subject to
applicable law, I AGREE AS FOLLOWS:
1. Important Information About This Agreement
(a) This Agreement, the Work Order, the Terms of Use and any effective and
applicable Tariff(s), each of which TWC may amend as set forth below, constitute
the entire agreement between TWC and me. This Agreement supersedes all
previous written or oral agreements between TWC and me. I am not entitled to rely
on any oral or written statements by TWC’s representatives relating to the subjects
covered by these documents, whether made prior to the date of my Work Order or
thereafter, and TWC will have no liability to me except in respect of its obligations
as described in this Agreement and the other documents referred to above. The
use of my Services by any person other than me is also subject to the terms of
this Agreement, the Terms of Use, and any applicable Tariff(s). (b) TWC has the
right to add to, modify, or delete any term of this Agreement, the Terms of Use, the
Subscriber Privacy Notice or any applicable Tariff(s) at any time. An online version of
this Agreement, the Terms of Use, the Subscriber Privacy Notice and any applicable
Tariff(s), as so changed from time to time, will be accessible at
http://help.twcable.com/html/policies.html or another online location designated
by TWC, or can be obtained by calling my local TWC office. The online versions
of these documents are always the most current versions. (c) TWC will notify me
of any significant change(s) in this Agreement, the Terms of Use, the Subscriber
Privacy Notice or any applicable Tariff(s). Any changes will become effective at
such time as we update the on-line version of the relevant document, except where
applicable law requires a notice period, in which case the change will become
effective at the end of the requisite notice period. Upon effectiveness of any
change to any of these documents, my continued use of the Services will constitute
my consent to such change and my agreement to be bound by the terms of the
document as so changed. If I do not agree to any such change, I will immediately
stop using the Services and notify TWC that I am terminating my Services account.
(d) My acceptance of Services constitutes my acceptance of the terms and
conditions contained in this Agreement. In the event that a portion of my Services
is terminated, or any aspect of it is changed, any remaining service or replacement
service will continue to be governed by this Agreement.
2. Payment; Charges
(a) I agree to pay TWC for (i) all use of my Services (including, if TWC is the party
billing me for ISP or OLP Service, for my subscription to my choice of ISP or OLP, as
applicable), (ii) installation and applicable service charges, (iii) TWC Equipment, and
(iv) all applicable local, state and federal fees and taxes. Charges for the Services
that I receive have been provided to me. Other charges are set forth on a separate
price list that I have received and/or can be provided on request. I will be billed
monthly in advance for recurring monthly charges. Other charges will be billed in
the next practicable monthly billing cycle following use, or as otherwise specified
in the price list. TWC may change both the fees and the types of charges (e.g.,
periodic, time-based, use-based) for my Services. If I participate in a promotional
offer that requires a minimum time commitment and I terminate early, I agree that
I am responsible for any early termination fees that were described to me at the
commencement of such promotion. (b) Charges for installation Services and
related equipment available from TWC for a standard Services installation may
be described in TWC’s list of charges and any applicable Tariff(s) and/or can be
provided on request. Non-standard installations, if available, may result in additional
charges as described in TWC’s list of charges. In addition, I agree to pay charges
for repair service calls resulting from my misuse of TWC Equipment or for failures
in equipment not supplied by TWC. (c) If my Services account is past due and
TWC sends a collector to my premises, a field collection fee may be charged. The
current field collection fee is on the price list or can be provided on request. I will
also be responsible for all other expenses (including reasonable attorneys’ fees
and costs) incurred by TWC in collecting any amounts due under this Agreement
and not paid by me. (d) All charges are payable on the due date specified, or as
otherwise indicated, on my bill. I agree that late charges may be assessed if my
account is past due. My failure to deliver payment by the due date is a breach of
this Agreement. The current late fees are on the price list or can be provided upon
request and, if applicable, will not exceed the maximum late fees as set forth by
applicable law. TWC reserves the right to change the late fees. (e) I agree that if my
Services account with TWC is past due, TWC may terminate any of my Services
or accounts, including Digital Phone Service, in accordance with applicable law. If I
have a credit due to me or a deposit is being held on any account with TWC, I agree
that the credit or deposit may be used to offset amounts past due on any other
account I may have with TWC without notice to me. To reconnect any terminated
Services, I may be required, in addition to payment of all outstanding balances
on all accounts with TWC, to pay reconnect charges or other charges (where
applicable) and/or security deposits before reconnection. (f) TWC may verify my
credit standing with credit reporting agencies and require a deposit based on my
credit standing or other applicable criteria. TWC may require a security deposit,
or a bank or credit card or account debit authorization from me as a condition of
providing or continuing to provide Services. If TWC requires a security deposit, the
obligations of TWC regarding such security deposit will be governed by the terms
of the deposit receipt provided by TWC to me at the time the deposit is collected.
I agree that TWC may deduct amounts from my security deposit, bill any bank or
credit card submitted by me, or utilize any other means of payment available to
TWC, for any past due amounts payable by me to TWC, including in respect of
damaged or unreturned Equipment. (g) If I have elected to be billed by credit card,
debit card or ACH transfer, I agree that I will automatically be billed each month for
any amounts due under this Agreement. If I make payment by check, I authorize
TWC and its agents to collect this item electronically. (h) TWC may charge fees for
all returned checks and account debit, bank card or charge card chargebacks. The
current return/chargeback fees are listed in the list of charges on the price list or
can be provided on request. TWC reserves the right to change return/chargeback
fees. (i) If I subscribe to HSD Service, I acknowledge that, even if TWC is billing
for the HSD Service, my ISP or OLP may require a bank or credit card or account
debit authorization or other assurance of payment from me, including for charges
for additional or continuing Services outside the HSD Service billed by TWC that
are payable under the ISP Terms. I agree that TWC or ISP (and, if applicable, OLP)
may bill any bank or credit card submitted by me to ISP or OLP, or utilize any other
means of payment available to ISP or OLP for any past due amounts payable
by me to TWC. I also agree that responsibility for billing for my HSD Service
subscription may be changed between TWC and ISP or OLP upon notice to me. (j)
All use of my Services, whether or not authorized by me, will be deemed my use
and I will be responsible in all respects for all such use, including for payment of all
charges attributable to my account (e.g., for VOD movies, merchandise ordered
via Internet, international long distance charges, etc.). TWC is entitled to assume
that any communications made through my Services or from the location at which I
receive the Services are my communications or have been authorized by me, and I
authorize you to provide any Services to the person making such communications.
My Services may contain or make available information, content, merchandise,
products and Services provided by third parties and for which there may be charges
payable to third parties (which may include my choice of ISP or OLP and/or entities
affiliated with TWC). I agree that all such charges incurred by me or attributed to
my account will be my sole and exclusive responsibility and agree to pay the same
when due, and shall indemnify and hold harmless the TWC Parties for all liability for
such charges. I agree that TWC is not responsible or liable for the quality of any
content, merchandise, products or Services (or the price thereof) made available
to me via the Services, for the representations or warranties made by the seller
or manufacturer of any such item, or for damage to or injury, if any, resulting from
the use of such item. (k) I acknowledge that currently, and from time to time, there
is uncertainty about the regulatory classification of some of the Services TWC
provides and, consequently, uncertainty about what fees, taxes and surcharges are
due from TWC and/or its customers. Accordingly, I agree that TWC has the right
to determine, in its sole discretion, what fees, taxes and surcharges are due and to
collect and remit them to the relevant governmental authorities, and/or to pay and
pass them through to me. I further agree to waive any claims I may have regarding
TWC’s collection or remittance of such fees, taxes and surcharges. I further
understand that I may obtain a list of the fees, taxes and surcharges that my local
TWC office currently collects or passes through by writing to TWC at the following
address and requesting same: Time Warner Cable, 7800 Crescent Executive Drive,
Charlotte, North Carolina, 28217; Attention: Subscriber Tax Inquiries. (l) I agree that
it is my responsibility to report TWC billing errors within 30 days from receipt of the
bill so that service levels and all payments can be verified. If not reported within 30
days, the errors are waived. (m) I agree that TWC has no obligation to notify me of,
or change my rate to reflect, offers it may make to consumers that contain different
prices for Services (or packages of Services) that are the same as, or similar to, the
Services I receive.
3. Installation; Equipment and Cabling
(a) If I am not the owner of the house, apartment or other premises upon which
TWC Equipment and Software are to be installed, I warrant that I have obtained
the consent of the owner of the premises for TWC personnel and/or its agents to
enter the premises for the purposes described in Section 3(d). I agree to indemnify
and hold the TWC Parties harmless from and against any claims of the owner of
the premises arising out of the performance of this Agreement (including costs and
reasonable attorneys’ fees). (b) I authorize TWC to make any preparations to the
premises necessary for the installation, maintenance, or removal of equipment. TWC
shall not be liable for any effects of normal Services installation and workmanship,
such as holes in walls, etc., which may remain after installation or removal of the
TWC Equipment, except for damage caused by negligence on the part of TWC.
(c) The TWC Equipment is and at all times shall remain the sole and exclusive
personal property of TWC, and I agree that I do not become an owner of any
TWC Equipment by virtue of the payments provided for in this Agreement or the
Tariff(s) or the attachment of any portion of the TWC Equipment to my residence
or otherwise. Upon termination of any Services, subject to any applicable laws or
regulations, TWC may, but shall not be obligated to, retrieve any associated TWC
Equipment not returned by me as required under Section 3(f) below. TWC will not
be deemed to have “abandoned” the TWC Equipment if it does not retrieve such
equipment. (d) I agree to provide TWC and its authorized agents access to my
premises during regular business hours upon reasonable notice during the term of
this Agreement and after its termination to install, connect, inspect, maintain, repair,
replace, alter or disconnect or remove the TWC Equipment, to install Software, to
conduct service theft audits, or to check for signal leakage. I agree that TWC may
have reasonable access to easements and TWC Equipment located on my grounds.
(e) TWC shall have the right to upgrade, modify and enhance TWC Equipment and
Software from time to time through “downloads” from TWC’s network or otherwise.
Without limiting the foregoing, TWC may, at any time, employ such means to limit
or increase the throughput available through individual cable modems whether
or not provided by TWC. (f) If the Services are terminated, I agree that I have no
right to possess or use the TWC Equipment related to the terminated Services.
As required under Section 10(b), I agree that I must arrange for the return of TWC
Equipment to TWC, in the same condition as when received (excepting ordinary
wear and tear), upon termination of the Services. If I do not promptly return the
TWC Equipment or schedule with TWC for its disconnection and removal, TWC may
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I Subscriber Agreement
enter any premises where the TWC Equipment may be located for the purpose of
disconnecting and retrieving the TWC Equipment. I will pay any expense incurred
by TWC in any retrieval of the unreturned TWC Equipment. TWC may charge me a
continuing monthly fee until any outstanding TWC Equipment is returned, collected
by TWC or fully paid for by me in accordance with Section 3(g). The current fee
is listed in the list of charges on the price list or can be provided on request. (g) I
agree to pay TWC liquidated damages in the amount demanded by TWC, but not to
exceed that specified in the then-current price list, for the replacement cost of the
TWC Equipment without any deduction for depreciation, wear and tear or physical
condition of such TWC Equipment if (i) I tamper with, or permit others to tamper
with, TWC Equipment, (ii) the TWC Equipment is destroyed, lost, or stolen, whether
or not due to circumstances beyond my reasonable control, and even if I exercised
due care to prevent such destruction, loss, or theft, or (iii) the TWC Equipment
is damaged (excluding equipment malfunction through no fault of my own) while
in my possession, whether or not due to circumstances beyond my reasonable
control, and even if I exercised due care to prevent such damage. I agree that these
liquidated damages are reasonable in light of the problem of theft of cable Services;
the existence of a “black market” in TWC Equipment; the ability of third parties to
steal Services with unlawfully obtained TWC Equipment, causing loss of revenues
for installation and service fees; and the difficulty in determining the actual damages
that arise from the unauthorized tampering with, loss, destruction, or theft of TWC
Equipment. I agree to return any damaged TWC Equipment to TWC. (h) I agree that
TWC may place equipment and cables on my premises to facilitate the provision
of Services to me and to other locations in my area. The license granted under this
Section 3(h) will survive the termination of this Agreement until the date that is one
year from the date on which I first notify TWC in writing that I am revoking such
license.
4. Use of Services; TWC Equipment and Software
(a) I agree that TWC has the right to add to, modify, or delete any aspect, feature
or requirement of the Services (including content, price, equipment and system
requirements). I further agree that my ISP (and, if applicable, OLP) has the right to
add to, modify, or delete any aspect, feature or requirement of the HSD Service
(including content, price and system requirements). If TWC changes its equipment
requirements with respect to any Services, I acknowledge that I may not be able to
receive such Services utilizing my then-current equipment. Upon any such change,
my continued use of Services will constitute my consent to such change and my
agreement to continue to receive the relevant Services, as so changed, pursuant to
this Agreement, the Terms of Use and the Tariff(s). If I participate in a promotional
offer for any Service(s) that covers a specified period of time, I agree that I am
assured only that I will be charged the promotional price for such Service(s) during
the time specified. I agree that TWC shall have the right to add to, modify, or delete
any aspect, feature or requirement of the relevant Service(s), other than the price
I am charged, during such promotional period. (b) I agree that the Services I have
requested are residential Services, offered for reasonable personal, non-commercial
use only. I will not resell or redistribute (whether for a fee or otherwise) the Services,
or any portion thereof, or charge others to use the Services, or any portion thereof.
Among other things: (i) If I receive Video Service, I agree not to use the Services for
the redistribution or retransmission of programming or for any enterprise purpose
whether or not the enterprise is directed toward making a profit. I agree that, among
other things, my use of the Services to transmit or distribute the Video Service,
or any portion thereof, to (or to provide or permit access by) persons outside the
location identified in the Work Order (even if to a limited group of people or to other
residences that I own or have the right to use), will constitute an enterprise purpose.
I acknowledge that programs and other materials that I receive as part of the Video
Service remain part of the Video Service even if I record or capture all or a portion
of any such program or material in a data file or on a hard drive, DVR or similar
device. (ii) If I receive Digital Phone Service, I agree not to use the Services for
telemarketing, call center, medical transcription or facsimile broadcasting Services or
for any enterprise purpose whether or not the enterprise is directed toward making a
profit. I agree that, among other things, my use of the Services to make available my
Digital Phone Service, or any portion thereof, to (or to provide or permit access by)
CUSTOMER HANDBOOK
persons outside the location identified in the Work Order (even if to a limited group
of people or to other residences that I own or have the right to use), will constitute
an enterprise purpose. (iii) If I receive HSD Service, I agree not to use the HSD
Service for operation as an Internet service provider, for the hosting of websites
(other than as expressly permitted as part of the HSD Service) or for any enterprise
purpose whether or not the enterprise is directed toward making a profit. I agree
that, among other things, my use of any form of transmitter or wide area network
that enables persons or entities outside the location identified in the Work Order
to use my Services, whether or not a fee is sought, will constitute an enterprise
purpose. Furthermore, if I use a wireless network within my residence, I will limit
wireless access to the HSD Service (by establishing and using a secure password
or similar means) to the members of my household. (c) Theft or willful damage,
alteration, or destruction of TWC Equipment, or unauthorized reception, theft or
diversion of Services, or assisting such theft, diversion, or unauthorized reception
is a breach of this Agreement and potentially punishable under law (including by
way of statutory damages, fine and/or imprisonment). Nothing in this Agreement,
including, Section 3(g) above, shall prevent TWC from enforcing any rights it has
with respect to theft or unauthorized tampering of Services or TWC Equipment
under applicable law. (d) I will not, nor will I allow others to, open, alter, misuse,
tamper with or remove the TWC Equipment as and where installed by TWC or use
it contrary to this Agreement, the Terms of Use, or the Tariff(s). I will not, nor will I
allow others to, remove any markings or labels from the TWC Equipment indicating
TWC ownership or serial or identity numbers. I will safeguard the TWC Equipment
from loss or damage of any kind, including accidents, breakage or house fire, and
will not permit anyone other than an authorized representative of TWC to perform
any work on the TWC Equipment. (e) I agree that to the extent any Software is
licensed (or sublicensed) to me by TWC, such Software is provided for the limited
purpose of facilitating my use of the Services as described in this Agreement. I
will not engage in, or permit, any additional copying, or any translation, reverse
engineering or reverse compiling, disassembly or modification of or preparation of
any derivative works based on the Software, all of which are prohibited. I will return
or destroy all Software provided by TWC and any related written materials promptly
upon termination of the associated Services to me for any reason. Software
licensed to me by my ISP or OLP, for instance my ISP’s or OLP’s client or browser
software, is licensed under the ISP Terms or OLP Terms, as applicable, and is not
the responsibility of TWC. (f) I agree that I will use the Services for lawful purposes
only, and in accordance with this Agreement, the Terms of Use and the Tariff(s).
(g) I agree to be responsible for protecting the confidentiality of my screen names,
passwords, personal identification numbers (PINs), parental control passwords or
codes, and any other security measures made available, recommended or required
by Time Warner Cable. To the extent this information is acquired by any other
person (through no fault of TWC), TWC may assume that I have authorized such
person’s use of the information. I also acknowledge that TWC’s Services may
from time to time include interactive features, the use of which may result in the
transmission to, and use by, TWC or certain third parties of information that may
constitute personally identifiable information (as such term is used in the Federal
Communications Act of 1934) about me and for which TWC may be required,
under the Federal Communications Act of 1934, to obtain my consent. I agree
that TWC may seek such consents (or indications of my election to “opt in” to
certain TWC programs) electronically, including through the use of a “click through”
screen, and that TWC is entitled to assume that any such consent or opt-in election
communicated through my Services or from the location at which I receive the
Services is my consent or opt-in election or has been authorized by me. (h) I agree
that TWC has no liability for the completeness, accuracy or truth of the programs
or information it transmits. (i) Data Storage Services. I agree that any online or
physical data storage services provided to me by TWC are used at my sole risk
and that TWC will have no liability in the event my data is corrupted or lost as a
result of or while using such services. I agree that when I return TWC Equipment to
TWC, I am responsible for ensuring that all of my data is removed from such TWC
Equipment and acknowledge that TWC has no responsibility for any such data that
I do not remove.
5. Special Provisions Regarding Digital Phone Service
(a) I acknowledge that the voice-enabled cable modem used to provide the Digital
Phone Service is electrically powered and that the Digital Phone Service, including
the ability to access 911 Services and home security and medical monitoring
Services, may not operate in the event of an electrical power outage or if my
broadband cable connection is disrupted or not operating. I acknowledge that, in
the event of a power outage in my home, any battery included in my voice-enabled
cable modem may enable back-up service for a limited period of time or not at all,
depending on the circumstances, and that inclusion of the battery does not ensure
that Digital Phone Service will be available in all circumstances. I also acknowledge
that, in the event of a loss of power that disrupts my local TWC cable system,
the battery in my voice-enabled cable modem will not provide back-up service and
the Digital Phone Service will not be available. (b) I agree that TWC will not be
responsible for any losses or damages arising as a result of the unavailability of
the Digital Phone Service, including the inability to reach 911 or other emergency
Services, or the inability to contact my home security system or remote medical
monitoring service provider. I acknowledge that TWC does not guarantee that the
Digital Phone Service will operate with my home security and/or medical monitoring
systems, and that I must contact my home security or medical monitoring provider
in order to test my system’s operation with the Digital Phone Service. I agree that
I am responsible for the cost of any such testing or any fees for configuring my
home security or medical monitoring system to work with the Digital Phone Service.
(c) The location and address associated with my Digital Phone Service will be the
address identified on the Work Order. I acknowledge that, under Section 4(d) of
this Agreement, I am not permitted to move TWC Equipment from the location and
address in which it has been installed. Furthermore, if I move my voice-enabled cable
modem to an address different than that identified on the Work Order, calls from
such modem to 911 will appear to 911 emergency service operators to be coming
from the address identified on the Work Order and not the new address. (d) I agree
to provide TWC and its authorized agents with access to my telephone inside wiring
at the Network Interface Device or at some other minimum point of entry in order to
provide the Digital Phone Service over my existing in-home wiring. (e) I agree that
in the event of a material error or omission affecting my directory listing information,
regardless of form or fault by TWC, including the erroneous inclusion in published
directory listings of any information that I intend not to have published, my sole
remedy shall be a service credit in an amount set by TWC’s then-current standard
policies or an amount prescribed by applicable regulatory requirements, whichever
is greater. TWC shall have no other liability for errors, omissions or mistaken
inclusions in directory listings.
6. Special Provisions Regarding HSD Service
(a) Description of HSD Service. (i) I acknowledge that each tier or level of the HSD
Service has limits on the Maximum Throughput Rate at which I may send and receive
data at any time, as set forth in the price list or Terms of Use, and that the Maximum
Throughput Rate may be achieved in bursts, but generally will not be sustained on
a consistent basis due to the nature of the Internet, the protocols used to transmit
data to and from the Internet, and TWC’s facilities. I also understand that the actual
Throughput Rate I may experience at any time will vary based on numerous factors,
such as the condition of wiring at my location, computer configurations, Internet
and TWC network congestion, the time of day at which I use the HSD Service,
and the website servers I access, among other factors. Additionally, Throughput
Rate may be affected by Network Management Tools, the prioritization of TWC
commercial subscriber traffic and network control information, and necessary
bandwidth overhead used for protocol and network information. (ii) I agree that
TWC or ISP may change the Maximum Throughput Rate of any tier by amending
the price list or Terms of Use. My continued use of the HSD Service following such
a change will constitute my acceptance of any new Maximum Throughput Rate.
If the level or tier of HSD Service to which I subscribe has a specified limit on the
amount of bytes that I can use in a given billing cycle, I also agree that TWC may
use technical means, including but not limited to suspending or reducing the speed
of my HSD Service, to ensure compliance with these limits, and that TWC or ISP
may move me to a higher tier of HSD Service (which may result in higher monthly
Subscriber Agreement
CUSTOMER HANDBOOK
charges) or impose other charges and fees if my use exceeds these limits. (iii) I
agree that TWC may use Network Management Tools as it determines appropriate
and/or that it may use technical means, including but not limited to suspending or
reducing the Throughput Rate of my HSD Service, to ensure compliance with its
Terms of Use and to ensure that its service operates efficiently. I further agree that
TWC and ISP have the right to monitor my bandwidth usage patterns to facilitate
the provision of the HSD Service and to ensure my compliance with the Terms of
Use and to efficiently manage their networks and their provision of services. TWC or
ISP may take such steps as each may determine appropriate in the event my usage
of the HSD Service does not comply with the Terms of Use. I acknowledge that
HSD Service does not include other services managed by TWC and delivered over
TWC’s shared infrastructure, including Video Service and Digital Phone Service.
(b) I may rent a cable modem from TWC or may purchase a DOCSIS-compliant,
TWC-approved cable modem from a third party provider. TWC reserves the right
to provide service only to users with TWC-approved DOCSIS-compliant modems.
Modems not TWC-approved may not function as intended and may not receive
TWC advertised services. (c) Republication. (i) I acknowledge that material posted or
transmitted through the HSD Service may be copied, republished or distributed by
third parties, and that the TWC Parties will not be responsible for any harm resulting
from such actions. (ii) I grant to TWC, and I represent, warrant and covenant that
I have all necessary rights to so grant, the non-exclusive, worldwide, royalty-free,
perpetual, irrevocable, right and license to use, reproduce, modify, adapt, publish,
translate, distribute, perform and display in any media all material posted on the
public areas of the HSD Service via my account and/or to incorporate the same
in other works, but only for purposes consistent with operation and promotion of
the HSD Service. (iii) I agree that unsolicited email, or “spam,” is a nuisance and
that TWC and my ISP (and, if applicable, my OLP) are entitled to establish limits on
the volume of email that I send. Such volume limits may be set by reference to a
number of emails per day, week, month or year. (d) Continuity of Service. In order
to provide continuity of service to me, if my choice of ISP is no longer available over
my local TWC cable system, I agree that TWC may provide me with an alternative
ISP. In such event, TWC will notify me of the date as of which I will begin receiving
service from the alternative ISP, the provision of which shall also be governed by this
Agreement, and TWC will provide to me a price list for such alternative ISP service.
I will have the right at any time to terminate the alternative ISP or to change my
subscription to any other ISP then offered by TWC. (e) Unfiltered Internet Access.
I acknowledge that the ISP Service provides a connection to the Internet that may
be unfiltered, and that the TWC Parties neither control nor assume responsibility
for any content on the Internet or content that is posted by a subscriber. Although
TWC or my ISP or OLP may make available certain parental control features, I
acknowledge that such parental control features may not be entirely effective or
foolproof and that, notwithstanding such features, I or members of my household
may be exposed to unfiltered content. (f) Use of ISP and OLP Service. I agree that
TWC and/or my ISP and/or OLP has the right, but not the obligation, to edit, refuse
to post or transmit, request removal of, or remove or block any material transmitted
through, submitted to or posted on the HSD Service, if it determines in its discretion
that the material violates the terms of this Agreement, any TWC consumption limits
or any other Terms of Use. Such material might include personal home pages and
links to other sites. In addition, I agree that, under such circumstances, TWC may
suspend my account, take other action to prevent me from utilizing certain account
privileges (e.g., home pages) or cancel my account without prior notification. I also
agree that TWC and/or ISP and/or OLP may suspend or cancel my account for
using all or part of the HSD Service in a manner that violates this Agreement or the
Terms of Use. (g) Responsibility for HSD Service. Each of TWC and my ISP (and,
if applicable, my OLP) has responsibilities for the HSD Service. I acknowledge that
each of my ISP and OLP may have one or more separate agreements, policies or
other terms covering my rights and obligations with regard to the HSD Service (“ISP
Terms” or “OLP Terms,” as applicable) that are also binding on me. This Agreement
does not cover any ISP or OLP features or Services that are not dependent upon
distribution over TWC’s cable systems (for example, dial up access or my use of ISP
or OLP software that enables access to ISP or OLP features or Services through
non-TWC access means) or that may otherwise be provided to me by ISP or OLP
separately from the HSD Service under the ISP Terms or OLP Terms, as applicable.
In the event of termination of the HSD Service, I must also contact my ISP (and, if
applicable, my OLP) to ensure that these other features or Services (such as dial-up
access) are properly continued or discontinued. (h) Computer Requirements. I agree
that each Computer will need to meet certain minimum hardware and software
requirements that will be specified for the HSD Service, and that such requirements
may be changed from time to time by TWC or my ISP or OLP.
7. Support; Service and Repairs
(a) My Services include the right to request reasonable service and maintenance
calls to check and correct problems with the Services. TWC will, at its own
expense, repair damage to or, at TWC’s option, replace TWC Equipment, and
otherwise attempt to correct interruptions of the Services, due to reasonable
TWC Equipment wear and tear, or technical malfunction of the system or network
operated by TWC. The Subscriber Materials contain details on contacting TWC for
this support. (b) Unless I have obtained a TWC service protection plan (if available
in my area), I agree that I am responsible for all wiring, equipment and related
software installed in my residence that is not TWC Equipment or TWC-licensed
Software and TWC will have no obligation to install, connect, support, maintain,
repair or replace any Computer, television, telephone or telephone answering
device, audiovisual recording or playback device (e.g., VCR, DVR, DVD), audio
equipment, any software, or any cable modem, cabling or other equipment (other
than TWC Equipment or TWC-licensed Software). TWC will not support, repair,
replace, or maintain any Network Interface Card, regardless of whether provided and
installed by TWC. (c) I agree that TWC has no responsibility for the operation of any
equipment, software or service other than the Services, the TWC Equipment and
the TWC-licensed Software. For instance, I acknowledge that certain commercially
available televisions, converter boxes and recording devices, which may be identified
by their manufacturers as “cable ready” or “digital cable ready,” may not be able to
receive or utilize all available Services without the addition of a TWC converter box
or other TWC Equipment for which a fee may be charged. I further acknowledge
that, even if TWC furnishes other TWC Equipment to me that is compatible with
my equipment, my equipment may not receive all Services available to customers
using a TWC converter box. If I receive HSD Service, TWC has no responsibility to
support, maintain or repair any equipment, software or service that I elect to use in
connection with the HSD Service, whether provided by my ISP, my OLP or a third
party. For assistance with technical problems arising from such equipment, software
or Services, I should refer to the Subscriber Materials for information regarding the
technical support provided by my ISP or OLP or to the support area of the ISP or
OLP or to the relevant third party’s material. (d) If TWC determines that non-TWC
cabling or equipment connecting my residence to TWC Equipment installed on the
side of or adjacent to my residence (i.e., at a ground block) is the cause of a service
problem, I agree that TWC may charge me to resolve such service problem. If
available from TWC in my area, I may subscribe to a TWC service protection plan
that covers service related calls within my residence. If any other support Services
are available from TWC, such Services will be at additional charges as described in
TWC’s price list.
8. Service Interruptions; Force Majeure
(a) I agree that TWC has no liability for delays in or interruption to my Services
except that, if for reasons within TWC’s reasonable control, for more than twentyfour (24) consecutive hours, (i) service on all cable channels is interrupted, (ii) there
is a complete failure of the HSD Service or (iii) there is a complete failure of the
Digital Phone Service, TWC will give me a prorated credit for the period of such
interruption or failure if I request one within 30 days of the interruption or failure.
Notwithstanding the above, TWC will issue credits for VOD, pay-per-view and
pay-per-play events for service problems where a credit request is made within 30
days of the interruption or failure. In no event shall TWC be required to credit me an
amount in excess of applicable service fees. TWC will make any such credit on the
next practicable bill for my Services. State and local law or regulation may impose
other outage credit requirements with respect to some or all of my Services. In
such event, the relevant law or regulation will control. (b) I acknowledge that TWC
I 56
may conduct maintenance from time to time that may result in interruptions of my
Services. (c) The TWC Parties shall have no liability, except as set forth in Section
8(a), for interruption of the Services due to circumstances beyond its reasonable
control, including acts of God, flood, natural disaster, vandalism, terrorism, regulation
or governmental acts, fire, civil disturbance, electrical power outage, computer
viruses or worms, strike or weather. (d) TWC is only obligated to provide the abovereferenced credits for loss of Services if TWC is billing me for the relevant Service
at the time of the outage. If a third party, including my ISP or OLP, is billing me, I will
look solely to such third party for a credit with respect to that Service.
9. Review and Enforcement
(a) TWC may suspend or terminate all or a portion of my Services without prior
notification if TWC determines in its discretion that I have violated this Agreement,
any of the Terms of Use or any Tariff(s), even if the violation was a one-time event.
If all or a portion of my Services are suspended for more than 24 hours, I will not be
charged for the relevant Services during the suspension. If my account is terminated,
I will be refunded any pre-paid fees minus any amounts due TWC. (b) If I receive
HSD Service, I acknowledge that TWC has the right, but not the obligation, to
review content on public areas of the HSD Service, including chat rooms, bulletin
boards and forums, in order to determine compliance with this Agreement and the
Terms of Use. (c) I agree that TWC shall have the right to take any action that TWC
deems appropriate to protect the Services, TWC’s facilities or TWC Equipment.
10. Termination of Service
(a) Either TWC or I, each in our sole discretion, may terminate all or any portion of
my Services at any time for any or no reason, in its sole discretion, in accordance
with applicable law. (b) If I am moving or wish to terminate all or any portion of my
Services for any reason, I will notify TWC by phone or by mail as instructed in the
Subscriber Materials in order to set up a disconnect appointment and provide TWC
with access to my premises to disconnect the relevant Services and recover the
TWC Equipment specified on the Work Order on a DATE PRIOR TO the last day of
residency. This also applies if I am receiving a period of free or discounted Services.
In other words, at the end of the free or discounted period, TWC is entitled to begin
billing me for the usual charges associated with the relevant Services unless I take
the appropriate steps to terminate the Services as described in this paragraph. (c)
I cannot terminate my Services by writing “Canceled” (or any other messages)
on my bill or check, or by making a disconnect appointment that does not result
in TWC’s physical recovery of the TWC Equipment. In addition, I agree that any
restrictive endorsements (such as “paid in full”), releases or other statements on
or accompanying checks or other payments accepted by TWC shall have no legal
effect. (d) I acknowledge that notice given by me to TWC of termination of any
Services may not be sufficient to terminate billing by any third party for additional or
continuing Services, for example, billing by my ISP or OLP for continuing “dial up”
access. I agree that I am solely responsible for contacting any such third party in
addition to TWC to ensure that all such Services are terminated in accordance with
the third party’s terms of service, if applicable.
11. Disclaimer of Warranty; Limitation of Liability
(a) I AGREE THAT THE SERVICES ARE PROVIDED BY TWC ON AN “AS
IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND,
EITHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF TITLE OR
NONINFRINGEMENT OR IMPLIED WARRANTIES OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE, OTHER THAN THOSE WARRANTIES
THAT ARE IMPLIED BY, AND INCAPABLE OF EXCLUSION, RESTRICTION OR
MODIFICATION UNDER, THE LAWS APPLICABLE TO THIS AGREEMENT. TWC
MAKES NO WARRANTY THAT THE SERVICES WILL BE UNINTERRUPTED
OR ERROR FREE, SECURE, OR FREE OF VIRUSES, WORMS, DISABLING
CODE OR CONDITIONS, OR THE LIKE, OR THAT THE TWC EQUIPMENT WILL
OPERATE AS INTENDED. IN PARTICULAR, I AGREE THAT MY USE OF THE HSD
SERVICE (INCLUDING THE CONTENT, INFORMATION, SERVICES, EQUIPMENT
AND SOFTWARE, THE PURCHASE OF MERCHANDISE AND SERVICES, THE
TRANSMISSION OF INFORMATION AND OTHER COMMUNICATIONS BY AND
57
I Subscriber Agreement
TO ME AND THE DOWNLOADING OF COMPUTER FILES) IS AT MY SOLE
RISK AND THAT TWC DOES NOT WARRANT THAT THE HSD SERVICE OR
EQUIPMENT PROVIDED BY TWC WILL PERFORM AT A PARTICULAR SPEED,
BANDWIDTH OR THROUGHPUT RATE. I FURTHER AGREE THAT TWC IS
NOT RESPONSIBLE FOR THE RECORDING OF OR FAILURE TO RECORD
ANY PROGRAM OR PORTION THEREOF, OR FOR THE CONTENT OF ANY
PROGRAM OR CONTENT ON MY DVR. WITHOUT LIMITING THE FOREGOING:
(i) ANY AND ALL PRODUCTS AND SERVICES PROVIDED BY TWC AND/
OR ISP AND/OR OLP AND/OR ANY LONG DISTANCE PROVIDER AND/
OR OTHER THIRD PARTY TO ME THAT ARE NOT PART OF THE SERVICES
AS DEFINED HEREIN ARE OUTSIDE THE SCOPE OF THIS AGREEMENT AND
THE TWC PARTIES HAVE NO RESPONSIBILITY OR LIABILITY FOR ANY SUCH
PRODUCTS OR SERVICES; AND (ii) NONE OF THE TWC PARTIES MAKES
ANY WARRANTIES AS TO THE SECURITY OF MY COMMUNICATIONS VIA
TWC’S FACILITIES OR THE SERVICES (WHETHER SUCH COMMUNICATIONS
ARE DIRECTED WITHIN THE SERVICES, OR OUTSIDE THE SERVICE
TO OR THROUGH THE INTERNET), OR THAT THIRD PARTIES WILL NOT
GAIN UNAUTHORIZED ACCESS TO OR MONITOR MY EQUIPMENT OR
COMMUNICATIONS. I AGREE THAT NONE OF THE TWC PARTIES WILL
BE LIABLE FOR ANY SUCH UNAUTHORIZED ACCESS. I HAVE THE SOLE
RESPONSIBILITY TO SECURE MY EQUIPMENT AND COMMUNICATIONS. (b)
I ACKNOWLEDGE THAT TWC’S OR MY INSTALLATION, USE, INSPECTION,
MAINTENANCE, REPAIR, REPLACEMENT OR REMOVAL OF THE SERVICES,
TWC EQUIPMENT AND SOFTWARE MAY RESULT IN DAMAGE TO MY
COMPUTER(S), TELEPHONES AND TELEPHONE ANSWERING DEVICES,
TELEVISIONS, RECORDING AND PLAYBACK DEVICES, AUDIO EQUIPMENT,
OR ANY CABLE MODEM, CABLING OR OTHER EQUIPMENT OR HARDWARE,
INCLUDING SOFTWARE AND DATA FILES STORED THEREON. I SHALL BE
SOLELY RESPONSIBLE FOR BACKING UP ALL EXISTING COMPUTER OR
OTHER SOFTWARE OR DATA FILES PRIOR TO THE PERFORMANCE OF ANY
OF THE FOREGOING ACTIVITIES. NONE OF THE TWC PARTIES, OR THEIR
VENDORS, LICENSEES OR PROGRAMMERS, SHALL HAVE ANY LIABILITY,
AND EACH EXPRESSLY DISCLAIMS ANY RESPONSIBILITY WHATSOEVER,
FOR ANY DAMAGE TO OR LOSS OR DESTRUCTION OF ANY EQUIPMENT,
SOFTWARE, HARDWARE, DATA OR FILES. (c) EXCEPT FOR THE REFUND
OR CREDIT AS EXPRESSLY PROVIDED IN SECTIONS 9(a) AND 8(a)
RESPECTIVELY, IN NO EVENT (INCLUDING NEGLIGENCE) WILL ANY TWC
PARTY OR ANY PERSON OR ENTITY INVOLVED IN CREATING, PRODUCING
OR DISTRIBUTING THE SERVICES (INCLUDING THE CONTENT INCLUDED
THEREIN OR THE SERVICES ACCESSED THEREBY) OR EQUIPMENT BE LIABLE
FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL
DAMAGES ARISING OUT OF THE USE OF OR INABILITY TO USE THE
SERVICES, INCLUDING THE USE OF OR INABILITY TO USE EMERGENCY 911
SERVICES; FOR ANY ERRORS, OMISSIONS, MISTAKEN INCLUSIONS OR
PUBLICATION OF ANY DIRECTORY LISTING INFORMATION, REGARDLESS
OF FORM; FOR ANY ACTION TAKEN BY TWC TO PROTECT THE SERVICES;
OR THE BREACH BY TWC OF ANY WARRANTY. (d) I AGREE THAT THE
PROVISIONS OF THIS SECTION 11 SHALL APPLY TO ALL CONTENT OR
SERVICES INCLUDED IN, OR ACCESSIBLE THROUGH, THE SERVICES, AND
ARE FOR THE BENEFIT OF, AND MAY BE ENFORCED BY, ALL OF THE TWC
PARTIES.
12. Privacy
(a) My privacy interests, including my ability to limit disclosure of certain
information to third parties, may be addressed by, among other laws, the Federal
Communications Act of 1934, as amended, and the Electronic Communications
Privacy Act. Personally identifiable information that may be collected, used or
disclosed in accordance with applicable laws is described in the Subscriber Privacy
Notice delivered to me by TWC on its own behalf and on behalf of its Affiliated
ISPs. I acknowledge receipt of the Subscriber Privacy Notice, which is deemed
to form a part of this Agreement, and expressly consent to the collection, use
CUSTOMER HANDBOOK
and disclosure of personally identifiable and other information as described in the
Subscriber Privacy Notice, as it may be amended from time to time. (b) I agree
that, in addition to actions and disclosures specifically authorized by law or statute
or authorized elsewhere in this Agreement, TWC and its Affiliated ISPs shall each
have the right (except where prohibited by law notwithstanding my consent), but
not the obligation, to disclose any information to protect their respective rights,
property and/or operations, or where circumstances suggest that individual or
public safety is in peril. I consent to such actions or disclosures. (c) If I am a
Digital Phone customer, I consent to TWC’s disclosure of my name, address and/
or telephone number to the general public in connection with Caller ID functions,
telephone directories and 411 services. If I wish to have TWC remove this
information from one or more of these Services, I understand that I may direct TWC
to do so, subject to any applicable fees. I also consent to TWC’s disclosure of
my name, address and/or telephone number in response to 911 and similar public
safety requests and to the telephone companies serving those end users to whom I
make calls so that the calls can be completed.
13. Consent to Phone and Email Contact
(a) I consent to TWC calling the phone numbers I supply to it for any purpose,
including the marketing of its current and future Services. I agree that these phone
calls may be made using any method, including an automatic dialing system or an
artificial or recorded voice. Upon my request, the phone numbers I have previously
provided will be removed from TWC’s phone marketing list. I can make this request
by calling or writing my local TWC office and asking to be placed on TWC’s Do Not
Call List. (b) I acknowledge that being included in any state or federal “do not call”
registry will not be sufficient to remove me from TWC’s phone marketing list. (c)
I consent to TWC emailing me, at any email address, including that of a wireless
or mobile device, that I provide to TWC (or that TWC issues to me in connection
with the Service), for any purpose, including the marketing of TWC’s current and
future Services. If my wireless or mobile provider charges me for receipt of such
messages, I acknowledge and agree that I am responsible for paying such charges.
I may revoke this authorization insofar as it relates to marketing messages at any
time by calling or writing my local TWC office.
14. Arbitration
EXCEPT FOR CLAIMS FOR INJUNCTIVE RELIEF, AS DESCRIBED BELOW,
ANY PAST, PRESENT, OR FUTURE CONTROVERSY OR CLAIM ARISING
OUT OF OR RELATED TO THIS AGREEMENT SHALL BE RESOLVED BY
BINDING ARBITRATION ADMINISTERED BY THE AMERICAN ARBITRATION
ASSOCIATION UNDER ITS COMMERCIAL ARBITRATION RULES, INCLUDING,
IF APPLICABLE, THE SUPPLEMENTARY PROCEDURES FOR THE RESOLUTION
OF CONSUMER RELATED DISPUTES. CONSOLIDATED OR CLASS ACTION
ARBITRATIONS SHALL NOT BE PERMITTED. THE ARBITRATOR OF ANY
DISPUTE OR CLAIM BROUGHT UNDER OR IN CONNECTION WITH THIS
AGREEMENT SHALL NOT HAVE THE POWER TO AWARD INJUNCTIVE RELIEF;
INJUNCTIVE RELIEF MAY BE SOUGHT SOLELY IN AN APPROPRIATE COURT
OF LAW. NO CLAIM SUBJECT TO ARBITRATION UNDER THIS AGREEMENT
MAY BE COMBINED WITH A CLAIM SUBJECT TO RESOLUTION BEFORE A
COURT OF LAW. THE ARBITRABILITY OF DISPUTES SHALL BE DETERMINED
BY THE ARBITRATOR. JUDGMENT UPON AN AWARD MAY BE ENTERED
IN ANY COURT HAVING COMPETENT JURISDICTION. IF ANY PORTION OF
THIS SECTION IS HELD TO BE UNENFORCEABLE, THE REMAINDER SHALL
CONTINUE TO BE ENFORCEABLE, EXCEPT THAT IF THE PROHIBITION
AGAINST CONSOLIDATED OR CLASS ACTION ARBITRATIONS SET FORTH
ABOVE IS FOUND TO BE UNENFORCEABLE, THEN THE ENTIRETY OF THIS
ARBITRATION CLAUSE SHALL BE NULL AND VOID.
15. Definitions
(a) “Affiliated ISP” means Road Runner and any other ISP in which any TWC Party
holds an ownership interest. (b) “Agreement” means this Services Subscription
Agreement, as it may be amended from time to time by TWC. (c) “Computer”
means the personal computer(s) located at my residence that will be used to
access the HSD Service, as specified on the accompanying Work Order. (d)
“Digital Phone Service” means the TWC phone service that provides users with
the ability to send and receive local and/or long distance calls and to access
additional related features and functions through TWC’s cable systems. (e) “DVR”
means a set-top box or other device enabled with a digital video recorder that
is provided to me by TWC. (f) “HSD Service” and “High Speed Data Service”
mean the online content, features, functions and Services (which may include
Internet access) of the ISP or OLP selected by me, as provided over TWC’s cable
systems. (g) “including” or “include” shall mean inclusion, without limitation. (h)
“ISP” means the Internet service provider selected by me from among those
offered now or in the future by TWC for the HSD Service. My ISP is the entity
that provides my Internet connectivity. (i) “Maximum Throughput Rate” means the
highest Throughput Rate provided by the level or tier of HSD Service to which I
subscribe. (j) “Me,” “My,” and “I” mean the account holder identified on the Work
Order who is authorized by TWC to access and use the Services. (k) “Network
Management Tools” means tools and techniques that may be used by TWC as it
determines appropriate in order to efficiently manage its network, ensure a quality
user experience for its subscribers and ensure compliance with the Acceptable Use
Policy. Examples of Network Management Tools can be found in the Acceptable
Use Policy, http://help.twcable.com/html/twc_misp_aup.html (l) “OLP” or “On-line
Provider” means a provider of on-line content, features, functions and Services that
are used in conjunction with my ISP Service (and whose service may be purchased
with an ISP Service as part of a combined offering) but that does not itself provide
Internet connectivity. (m) “Services” means any and all Services provided to me by
TWC, which may include Video Service, High Speed Data Service, Digital Phone
Service and equipment based Services such as digital video recorder Services.
(n) “Software” means the computer software, if any, licensed by ISP or OLP to
me to access the HSD Service, or licensed by TWC to me to facilitate installation
or use of my ISP’s or OLP’s service or any other Services. Software also refers
to any executable code that may be included in, downloaded to, or utilized by,
any TWC Equipment. (o) “Subscriber Materials” means the handbooks, manuals
and other guide materials provided by TWC or any third party (including my ISP
or OLP) regarding use of the Services. (p) “Subscriber Privacy Notice” means
the Subscriber Privacy Notice described in Section 12(a), as it may be amended
from time to time by TWC. (q) “Tariff(s)” means the materials describing the
terms upon which TWC offers Digital Phone Service, which have been filed at the
Public Service Commission or comparable state agency serving the jurisdiction in
which I live. (r) “Terms of Use” shall mean all rules, terms and conditions set forth
in this Agreement or otherwise established now or hereafter by TWC regarding
permissible or impermissible uses of or activities related to, the HSD Service. (s)
“Throughput Rate” refers to the amount of data that can be transferred between
my location and the TWC facilities serving my location over a given period of time.
Throughput Rates described in all TWC materials, including marketing materials,
price lists and Terms of Use refer to Maximum Throughput Rates. (t) “TWC”
means the local Time Warner Cable-affiliated cable operator that is providing the
Services over its cable system, or any cable operator to whom TWC assigns this
Agreement. (u) “TWC Equipment” means any equipment provided by TWC to me
including, but not limited to, wire, cable, cable conduit, splitters, junction boxes,
converter boxes (also known as “set top” boxes), decoders, CableCARD™,
terminals, cable modems, voice-enabled cable modems, remote control units, and
any other equipment or materials provided to me by TWC for use in connection
with the receipt of Services. TWC Equipment does not include any Network
Interface Card (“NIC”) installed in my Computer. (v) “TWC Parties” means TWC
and its corporate parents, affiliates and subsidiaries and their respective directors,
officers, employees and agents. (w) “Video Service” means video and/or audio
programming Services such as basic, standard, digital and premium Services,
Services provided on a per-channel or per-program basis, pay-per-play, pay-per-view
or VOD. (x) “VOD” means video on demand. (y) “Work Order” means the Time
Warner Cable work order provided to me on or after January 1, 2006 in connection
with the installation or commencement of my Service(s).
Subscriber Agreement
CUSTOMER HANDBOOK
16. Indemnification
I agree to defend, indemnify and hold harmless the TWC Parties from and against
any and all claims and expenses, including reasonable attorneys’ fees, arising out
of or related in any way to my use of the Services or otherwise arising out of the
use of my account or any equipment or facilities in connection therewith, or my
use of any other TWC products or Services or any ISP’s or OLP’s products or
Services.
17. Term
This Agreement will remain in effect until terminated by either party or superseded
by a revised Subscription Agreement.
18. Interpretation; Severability
Except as explicitly stated in Section 14, in the event that any portion of this
Agreement is held to be invalid or unenforceable, the invalid or unenforceable
portion shall be construed in accordance with applicable law as nearly as possible
to reflect the original intentions of the parties as set forth herein, and the
remainder of this Agreement shall remain in full force and effect.
19. Consent to Electronic Notice
I agree that unless otherwise specified, all notices required or contemplated
hereunder will be provided by TWC by such means as TWC shall determine in
its discretion. Without limiting the foregoing, I agree that TWC may provide any
notices required or contemplated hereunder or by applicable law, including notice
of changes to this Agreement, the Terms of Use, the Tariff(s) or the Privacy Notice,
by electronic means (for example, email or online posting). An online version of this
Agreement, the Terms of Use, the Subscriber Privacy Notice and any applicable
Tariff(s), as so changed from time to time, will be accessible at http://help.twcable.
com/html/policies.html or another online location designated by TWC, or can be
obtained by calling my local TWC office.
20. Waiver
I agree that failure by TWC to enforce any of its rights hereunder shall not
constitute a waiver of any such rights. No waiver by either party of any breach or
default shall be deemed to be a waiver of any preceding or subsequent breach or
default.
21. Assignment
I understand that my Services are being provided only to the location identified
on my Work Order and that I am not allowed to transfer all or any portion of the
Services, or TWC’s Equipment, to any other person, entity or location, including a
new residence. I agree that I may not assign or transfer this Agreement. TWC may
transfer or assign any portion or all of this Agreement at any time without notice to
me, and I waive any such notice which may be required.
22. Effect of Applicable Law; Reservation of Rights
This Agreement, the Work Order and the Terms of Use are subject to all applicable
federal, state or local laws and regulations, including any applicable franchise
agreement, in effect in the relevant jurisdiction(s) in which I receive my Services. If
any provision of this Agreement, the Work Order or the Terms of Use contravene
or are in conflict with any such law or regulation, or if I am entitled to more
favorable rights under any such law or regulation than are set forth in any provision
in this Agreement, the Work Order or the Terms of Use, then the terms of such
law or regulation, or the rights to which I am entitled under such law or regulation,
shall take priority over the relevant provision of this Agreement, the Work Order or
the Terms of Use. If the relevant law or regulation applies to some but not all of my
Service(s), then such law or regulation will take priority over the relevant provision
of this Agreement, the Work Order or the Terms of Use only for purposes of those
Service(s) to which the law or regulation applies. Except as explicitly stated in this
Agreement, nothing contained in this Agreement shall constitute a waiver by me or
TWC of any rights under applicable laws or regulations pertaining to the installation,
operation, maintenance or removal of the Services, facilities or equipment.
23. Parental Control Device
I acknowledge that I have been advised of the availability of TWC’s parental control
device which can filter or block certain programming. Additional information about
the device is available at the TWC contact number in the Subscriber Materials.
24. Conflicting Terms
In the event of a conflict in the terms and conditions between this Residential
Services Subscriber Agreement and the accompanying Work Order, then the
terms and conditions of this Agreement shall control.
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