Time Warner Cable Home Phone Easy Connect Guide

Time Warner Cable Home Phone Easy Connect Guide
Time Warner Cable Home Phone
Easy
Connect
Guide
Better conversations begin with better Home Phone.
Enjoy unlimited calling and unlimited control.
You’re about to experience total freedom and connect with your world like never before.
Home Phone is simple to set up and use and this Easy Connect Guide will help you along
the way. If you have any questions during the installation process, browse our how-to video
library at twc.com/howto and search “Easy Connect,” reach us at twc.com/support using the
“Contact Us” button or give us a call at 1-877-309-5869. We will be happy to help, and thank
you for choosing Time Warner Cable.
ii | QUESTIONS? 1-877-309-5869 ^ twc.com/support
Included in your kit:
G
EASY CONNECT
GUIDE
CABLE
MODEM
POWER
CORD
COAXIAL
CABLES (2)
Contents
Pages 2-3
Pages 4-5
Pages 6-7
Phone installation
Troubleshooting
FAQs
ETHERNET
CABLE
PHONE
WIRE
SPLITTER
RETURN
SHIPPING LABEL
Phone installation
PHONE
Before you begin the installation process, be sure to save
work on any connected computer, shut down all open
programs, and ensure power is off to all components until
the installation is complete.
Use 1A, “single outlet installation,” if your cable outlet
is connected only to your modem. Use 1B, “split outlet
installation,” if your cable outlet is shared with another
device (i.e., a Set-Top Box, another cable modem or a TV).
Connect HD Set-Top Box/HD DVR to cable outlet
PHONE WIRE
ELECTRICAL OUTLET
1A Single outlet installation
3
MODEM
COAXIAL CABLE
MODEM
CABLE OUTLET
TEL 1
ETHERNET CABLE
POWER CORD
2
ETHERNET
1
Connect modem to cable outlet. Plug the coaxial cable
that you disconnected from your old modem into the back
of your new modem. Tighten all fittings securely by hand.
Optional step: Connect your computer into your new
modem using the Ethernet cable provided in your kit.
Plug the cord into the corresponding port on the back
of the modem and your computer or router.
(optional step)
RF
COAXIAL
CABLE
CABLE OUTLET
COMPUTER
QUESTIONS? 1-877-309-5869 ^ twc.com/howto (search “Easy Connect”) | 2
1B
Split outlet installation
3
Connect modem to phone
STANDARD DVR, HD SET-TOP BOX
OR DVR
TEL 1
PHONE WIRE
OUT
IN
COAXIAL
CABLE
CABLE OUTLET
MODEM
PHONE
MODEM
COMPUTER
Connect modem to a shared (split) outlet. Connect one
of the coaxial cables included in your kit to the port on the
splitter labeled IN and the other end to the cable outlet on the
wall. Connect one end of the other coaxial cable included in
your kit to the second port on the splitter labeled OUT and
the other end to the IN port on the modem.
2
Following the directions included with the phone, connect
the phone wire to the base station of your phone. Connect
the other end of the phone wire to the back of the modem in
the TEL 1 Port.
4
Verify phone service
When everything is properly connected, the following
lights will be lit: Power, US, DS and Phone 1. If the Internet is
connected to the same device, the following lights will be lit:
Power, US, DS, Online, Phone 1 and the Link light will blink.
Connect modem to electrical outlet
POWER CORD
ELECTRICAL OUTLET
PHONE
MODEM
MODEM
Connect the power cord into the POWER connector on
the back of the modem. Then plug the power cord into a
standard electrical outlet.
NOTE: The power cord should be plugged into a wall outlet
and not an electrical outlet that can be turned on/off with a
light switch.
Once the lights are solid, pick up your handset. You should
hear a dial tone. Try making some test calls, both in and out
of state. To verify your Home Phone number, call another
phone with Caller ID, like your mobile phone. The number
that appears will be your Home Phone number.
Please visit the Troubleshooting section of this guide if you
have any questions or are experiencing any issues with
connecting your Home Phone service.
QUESTIONS? 1-877-309-5869 ^ twc.com/howto (search “Easy Connect”) | 3
Troubleshooting
Charge your phone
Charge your phone for 24 hours before placing
or receiving calls.
To ensure phone service, you must leave your modem
on. Your modem should operate continuously without
maintenance.
Make sure your phone wire is connected to the
TEL 1 Port
Self-help tool
The TWC Self-help tool provides easy access to how-to
videos and common troubleshooting steps online 24/7. You
can access self-help resources through twc.com/account
or through the MyTWC® mobile app (iOS or Android). Select
the “Register for a TWC ID” button that appears on the login
page to complete the one-time registration process. Once
you have successfully logged in:
•
S elect the “My Account” tab.
•
S croll to “Manage and Troubleshoot Services.”
•
S elect the “Troubleshooting” tab.
•
S elect “Video, Internet or Phone” from the drop-down to
display the equipment you would like to troubleshoot.
•
S elect the symptom you are experiencing.
Check the coaxial cable at the modem
If the connection is loose, you will not be able to make calls
or access the Internet. Secure all connections tightly. Make
sure you have connected the proper cable to the modem.
If you are accidentally plugged into the TEL 2 Port
on the back of the modem, you will not be able to
make calls.
Check your Ethernet connection
If your Ethernet cable is loose or installed incorrectly, your
Internet will not function properly.
Reboot the modem
You can either unplug the modem and remove the battery
if you have one. Wait 15 seconds, and then plug the modem
back in and reinsert the battery. Or use a paper clip to push
the Reset button in the back near the Ethernet port.
If Call Waiting or Caller ID doesn’t work
Your phone’s manufacturer instruction guide will provide
Call Waiting and Caller ID information. You can also dial 611
to reach our support hotline.
Manage your phone features
You can review and change your phone features online
24/7. Visit twc.com/account or the MyTWC® mobile app
for iOS or Android through the “My Phone” tab. Select the
“Register for a TWC ID” button that appears on the login
page to complete the one-time registration process.
QUESTIONS? 1-877-309-5869 ^ twc.com/howto (search “Easy Connect”) | 4
If you are experiencing any of the following symptoms,
please contact Customer Support:
•
You do not have a dial tone and Internet service is not
working on the computer connected to your modem.
•You are able to make calls but not receive them.
•Your phone does not have a dial tone.
•You receive a fast busy signal when you pick up your
phone handset.
•You are unable to place long distance calls.
•Your incoming phone number shows up when you want
it set to “Private.”
•You hear static or an echo when you talk.
•You are unable to place phone calls to specific phone
numbers or area codes.
Additional support
Contact us online at twc.com/support through the
“Contact Us” button using your TWC ID. TWC also provides
connection support over the phone free of charge by
calling our Customer Support number at 1-877-309-5869.
Appointment requests within 14 days following your Easy
Connect order may be charged a nominal fee if the solution
is related to an incomplete or incorrect Easy Connect
equipment installation.
Power
Cable
Test
Light and indication
DOWNSTREAM LIGHT
UPSTREAM LIGHT
Data
Light
Link
What Does It Mean?
Phone 1
“Power” and “Downstream” are
the only two lights on
This is probably a wiring issue.
Call Customer Support
Blinking “Downstream” and
“Upstream” lights
Push the STANDBY or RESET button
on the modem
All lights are on except
“Phone 1” and “Phone 2”
There may be something wrong with
your service. Call Customer Support
Phone 2
Battery
QUESTIONS? 1-877-309-5869 ^ twc.com/howto (search “Easy Connect”) | 5
FAQs
number, your listing will appear as it does on your
TWC bill.
How do I know what my phone number is?
Will I still receive a phone book, even though I’ve
changed phone service providers?
The easiest way to locate your phone number is to call
another phone, like your mobile phone. The number
that appears on the Caller ID will be your TWC Home
Phone number. You can also contact Customer Support at
1-877-309-5869 for assistance with identifying your TWC
Home Phone number.
How do I use my Voicemail?
Voicemail instructions were included in your Welcome Kit
and are available at twc.com/phone. If you didn’t receive a
Welcome Kit, please call 611 or visit twc.com/welcome, and
we will walk you through activation (and send you a kit for
future reference).
Why isn’t my Voicemail working?
Voicemail is an optional feature for $3.95/month. Call 611
if you’d like to confirm you have Voicemail or to add it.
Yes, you will.
How do I answer Call Waiting?
When you hear the Call Waiting “beep,” press the
FLASH button.
I completed my self-installation and get a dial tone
on the phones connected directly to the phone modem,
but I can’t get a dial tone when I connect a phone into
my existing wall jack. Is there something wrong with my
service?
Not at all. We’ve simplified the process so that you don’t
need to touch your internal phone wires. The phone
jack connects directly to your phone modem, so it is not
connected to the phone wiring that supports the phone
outlets throughout your home.
How will my information appear in the phone book?
If you kept your current phone number,
your information will appear as it did with your
previous provider. If you have a new telephone
QUESTIONS? 1-877-309-5869 ^ twc.com/howto (search “Easy Connect”) | 6
Equipment returns
Can I be online and on the phone at the same time?
Yes, you can.
Where can I access features like Voicemail to Email?
Go to twc.com/account and then to the VoiceZone® section
under My Account.
Why can’t my friends and family reach me?
If you’re replacing a modem and need to return it,
here’s how to get it back to us:
1.Pack the equipment you are returning into the
same box that contained your new equipment.
Please ask your callers to tell you what message or
sound they hear when attempting to call you. Is it a fast
busy signal? Is it a particular message or recording?
Call 611 and share those details with one of our
Customer Support representatives.
2.Place the enclosed return shipping label over the
original shipping label.
Where are international rates posted?
Visit twc.com/stores to find a location near you.
3.Drop off the package at your nearest shipping
location or return the equipment to your local
TWC Store.
Please go to twc.com/phone, and remember, all 50 states
plus Canada, Puerto Rico, Mexico, China and Hong Kong are
included in your low monthly rate. You can save on calls to
more than 100 countries with our International OnePrice®
calling plan.
Does Call Forwarding work with all phones?
Yes, your Call Forwarding feature will work with
both landlines and mobile phones.
QUESTIONS? 1-877-309-5869 ^ twc.com/howto (search “Easy Connect”) | 7
Thank you for choosing Time Warner Cable.
Customer Support: 1-877-309-5869 ^ twc.com/support ^ twc.com/howto
©2015 Time Warner Cable Enterprises, LLC. All Rights Reserved.
8 | QUESTIONS? 1-877-309-5869 ^ Time
twc.com/support
Warner Cable and the eye/ear logo are trademarks of Time Warner Inc., used under license.
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