TIME WARNER CABLE
DESCRIPTION OF NETWORK MANAGEMENT PRACTICES,
PERFORMANCE, AND COMMERCIAL TERMS
FOR WIRELESS BROADBAND INTERNET ACCESS SERVICE
(AS OF NOVEMBER 20, 2011)
The Federal Communications Commission (“FCC”) has adopted rules that require broadband Internet access service providers such as Time Warner Cable to publish certain information about their services. See 47 C.F.R. §§ 8.1-8.11. In accordance with those rules, this document provides information concerning three aspects of Time Warner Cable’s residential and small business wireless broadband Internet access service offerings: (1) the practices that Time Warner Cable employs to manage its broadband network, (2) key performance characteristics of Time Warner Cable’s residential and small business wireless broadband offerings, and (3) certain commercial terms applicable to these services. These disclosures are intended to provide information to customers who currently subscribe to Time Warner Cable’s residential and small business wireless broadband Internet access services or who may do so in the future, as well to providers of applications, services, and content that make use of Time Warner Cable’s network to reach users.
In order to provide its wireless broadband Internet access offering, Time Warner Cable purchases and resells service from third party operators that manage and operate their own wireless networks. Accordingly, Time Warner Cable does not manage or otherwise control the wireless networks that support this service. Time Warner Cable also has limited knowledge of and control over the techniques used by these companies to address network congestion, devices, and network security. For information about these companies’ network management practices, please visit their websites at www.clear.com/legal/aup and
http://www.sprint.com/legal/agreement.html?INTNAV=ATG:FT:Terms.
In addition to those third-party practices, Time Warner Cable utilizes several additional tools to address external factors that may affect network performance. While Time Warner Cable offers plans with unlimited usage, other plans limit the amount of bandwidth that a customer may use in a given billing cycle without incurring additional charges. Upon signing up for service, each customer receives a service order indicating whether any bandwidth cap applies and, if so, the aggregate number of megabytes of data that may be sent and received in a single billing cycle. Current customers may obtain additional information on these aspects of the service by contacting a customer service representative and can track their usage by visiting www.timewarnercable.com/mobilemanager. Time Warner Cable also provides customers with a “data calculator” that allows you to determine how much data you need, available at http://mobileservices.timewarnercable.com/East/about/usageCalculator.jsp.
Time Warner Cable provides laptop cards and personal mobile hotspots to enable access to its mobile wireless broadband Internet access service. Customers must use the equipment provided by Time Warner Cable to ensure network compatibility. For more information on available access devices, please visit http://mobileservices.timewarnercable.com/.
Finally, Time Warner Cable provides tools to its wireless broadband Internet access service customers to enable them to respond to the threats posed by harmful and unwanted online traffic. Information on these various options is available at www.timewarnercable.com (go to the “Learn” tab, then under the “Internet” heading, click “Internet Security Suite”). The companies that provide the wireless connectivity that Time Warner Cable sells may maintain their own practices to address network security. For information on any such practices, please visit their websites at www.clear.com/legal/aup and http://www.sprint.com/legal/agreement.html?INTNAV=ATG:FT:Terms.
I. PERFORMANCE
A. Description of Time Warner Cable’s Wireless Broadband Internet Access Service
Time Warner Cable’s wireless broadband Internet access service provides the capability to connect to the Internet away from the home, over the wireless networks owned and operated by Time Warner Cable’s wireless company partners. More information about this offering is available http://mobileservices.timewarnercable.com/.
As a general matter, Time Warner Cable’s mobile wireless broadband Internet access service is available with maximum throughput speeds of 6 Mbps, with peak maximum download speeds of 10 Mbps. Typically, you can expect download speeds of 3 to 6 Mbps with bursts of up to 10 Mbps, and uploads of up to 1 Mbps. However, a range of factors beyond Time Warner Cable’s control may limit the broadband speed you actually experience at a particular time. Information about the actual performance of your mobile wireless broadband Internet access service can be found from Time Warner Cable’s wireless company partners, at www.clear.com/legal/aup and http://www.sprint.com/legal/agreement.html?INTNAV=ATG:FT:Terms.
B. Description and Impact of Specialized Services
Time Warner Cable’s wireless company partners may offer other services over their networks that do not necessarily include broadband Internet access capability or are not primarily intended to be used for that purpose, but that may impact this wireless broadband Internet access service. For further information about any such services—sometimes referred to as “specialized services”—please visit www.clear.com/legal/aup.and http://www.sprint.com/legal/agreement.html?INTNAV=ATG:FT:Terms.
II. COMMERCIAL TERMS
The terms of service for Time Warner Cable’s wireless broadband Internet access service are set forth in the materials specific to that service and are also available on Time Warner Cable’s website at http://help.twcable.com/twc_wireless_data_service.html. The information below highlights three specific issues that the FCC has directed broadband Internet access service providers to address.
A. Pricing
Prices for Time Warner Cable’s wireless broadband Internet access services vary and often change over time or based on current promotions. Current subscribers can find pricing information concerning their service on their monthly bill, by contacting a customer service representative, or by accessing their accounts through the “My Services” portal, available at https://myservices.timewarnercable.com. Prospective customers can obtain pricing information for broadband Internet access service by contacting a Time Warner Cable sales representative or by visiting www.timewarnercable.com, clicking on the “Order” tab, and then on the heading “New Customers” to enter their address.
B. Privacy
Time Warner Cable’s privacy policy is available on its website, at http://help.twcable.com/twc_privacy_notice.html.
C. Redress Options
Customers. Time Warner Cable customers can get answers to any questions about Time Warner Cable’s wireless broadband Internet access services or regarding any of the information set forth above by contacting a customer service representative or by visiting Time Warner Cable’s website (www.timewarnercable.com) and clicking on the “Contact Us” tab for information on a variety of ways to get assistance.
Providers of applications, services, and content. Providers of applications, services, or content with questions or complaints about Time Warner Cable’s policies in connection with its wireless Internet access services may contact Time Warner Cable at Internet.Access.Policies@twcable.com.
