Legal Response Guidelines

The Time Warner Cable Legal Response Operations Center (LEROC) responds to lawful requests for certain business records ensuring that disclosed information remains in compliance with Time Warner Cable Privacy Policies or is conducted as required or permitted by law. This includes assisting law enforcement personnel and members of the legal community in a professional manner while maintaining the privacy and security of business and subscriber information.

As part of our continuing effort to help protect our customer’s private information from unauthorized disclosure, we recommend you consult the information below as it addresses common questions and requirements related to the fulfillment of lawful requests. If your question remains unanswered, email us at subpoenainquiry@twcable.com.


General Subscriber Account Identification

We disclose customer account records solely in accordance with our terms of service and applicable law. Please note that we can only provide basic account identifying information for internet or phone subscribers upon service of a subpoena. If you require detailed billing records, e-mail content, cable information, or other similar records beyond identifying information, pursuant to federal law, we will require a court order or warrant, depending on the nature of the records sought.

When can I expect to receive my response?

Due to the volume of subpoena requests received by Time Warner Cable, responsive information is generally provided within 10-14 business days. Expedited responses, if resources permit, will generally be provided within 3 business days. Emergency responses are attempted to be made in real time.

What does my request need to include?

Government agencies and members of the legal community serving legal process on Time Warner Cable must include the following information in their request before any information may be disclosed:

  • Addressed to the proper legal entity: Time Warner Cable and be signed and dated.
  • Law enforcement officials who believe that notification would jeopardize an investigation should obtain an appropriate court order or other process establishing that notice is prohibited Example Non-disclosure Statement: Time Warner Cable is directed not to disclose this subpoena to any party as such disclosure may interfere with an ongoing investigation
  • Include an electronic method for return of records produced (i.e. email address / fax number)
  • When serving a court order or a warrant that is a follow up to a prior preservation request, please include a copy of your prior request so that we can easily locate our pre-existing file in a timely manner.

Customer Notification

Absent explicit direction from law enforcement to the contrary, it is Time Warner Cable’s current practice to provide meaningful notice to our customers of any process that seeks personally identifiable information about them. It typically takes 10-14 calendar days to notify our customers and provide them an opportunity to object before we comply with any such request for their information.

Account Identification

We will search for and disclose data that is specified with particularity in an appropriate form of legal process and which we are reasonably able to locate and retrieve.

  • Include a complete listing of the targeted IP address information including a specific date, time, time zone and port - Date ranges are not acceptable
  • Provide complete street address information (e.g. street address, Apt. #, city, state & zip code)
  • Include a full description of information requested whenever possible (i.e. subscriber information, usage records for outgoing calls, timeframes)
Port number and I.P. address examples
The above image shows an example of where to find the port number associated with the target IP address.

Records Retention

IP Address Assignment Logs Up to 6 months (180 days)
Call Records: Call Detail Records ("CDRs") for billed calls (i.e., international; OS/DA; any interstate billed call), inbound calls and local/intrastate calls are maintained for 18 months.
Preservation Requests 90 days. Preservation requests may only be requested by government agencies.
Connection Logs We do not maintain information regarding connection logs or start/stop times for internet use.
E-mail content E-mail content is generally not available as subscriber E-mail is stored on our server only until it is opened. We do not store deleted emails on our servers.

Testimony

Time Warner Cable does not provide expert testimony support. In addition, Time Warner Cable’s records are self-authenticating pursuant to law and should not require the testimony of a records custodian. If a special form of certification is required, please attach it to your records request.

Update regarding Insight Communications

Please note that Time Warner Cable has purchased Insight Communications. As of May 4, 2012, all law enforcement requests for subscriber data regarding Insight Communications should be issued to and served upon Time Warner Cable for processing.

Cost Reimbursement

We reserve the right to seek cost reimbursement in connection with any request served upon us. For intensive requests, we charge different amounts depending on the time and effort required to comply with your request and we will seek a cost reimbursement agreement with your office prior to processing any such request.


High Speed Data/ Internet Services

Time Warner Cable high speed services include dedicated Internet connectivity to the home, TWC WiFi™ Hotspots (in available service areas) and between 5 and 30 free email accounts depending on your Internet plan. Unique email accounts provided by Time Warner Cable are accessible from any Internet connected computer.

Consult the American Registry for Internet Numbers Database here to verify an IP address belongs to Time Warner Cable prior to sending legal process.


Required Information for processing IP Address requests

Time Warner Cable’s system of allocating IP addresses among its subscribers uses Dynamic Host Configuration Protocol (DHCP) resulting in periodic changes to the assignment of IP addresses for a given subscriber. Because IP address assignment is not constant for a subscriber, it is necessary for requests seeking subscriber information linked to an IP address to include the date, time, time zone and port number in question

  • Provide the IP address
  • Specific date, time, and time zone during which the IP was in use. Date ranges are not acceptable.
  • Port number may be necessary for certain types of requests

If your request is missing this data, it will be returned with a request that you submit corrected process

Required Information for processing Email address requests and Email Content

Provide the full email address assigned by Time Warner Cable.

Email Content

We can only provide the content that a customer has elected to store on our servers. If a customer has elected to forward their TWC email to another mail service such as Outlook, that content would not be stored on our servers. We do not keep deleted emails. Once the customer has deleted an email it is purged from our servers. If an email is no longer on our servers, we have no way of retrieving it. We can only save existing email content upon receipt of a valid preservation request issued for law enforcement purposes. That information will then be preserved in accordance with federal law and will only be released upon receipt of proper and valid legal process.

Special Note about IPV6 and NAT

As you may have heard, Internet Protocol version 4 (IPv4) has nearly exhausted its pool of unallocated address space. IPv6 is a version of the Internet Protocol (IP) that is designed to succeed IPv4. You will be able to easily identify the difference between an IPv4 and an IPv6 IP address. IPv4 addressing utilizes a dotted decimal format containing 4 octets (8 bit decimal numbers in the range of 0 through 255; e.g. 192.0.2.235) separated with dots. The much larger 128 bit address space in IPv6 IP makes use of hexadecimal notation and separates each 16 bit segment with a colon. The IPv6 format includes a combination of alpha and numeric characters e.g. 2001:0db8:ac10:fe01:0000;0000;0000;0000. If you are looking for a Time Warner Cable subscriber with an IPv6 IP address, we will require the same information we currently require to conduct IPv4 subscriber lookups, that is: IP address, date, time and time zone during which the IP address was in use.

An alternative method of preserving limited IPv4 addresses in WiFi and wireless data environments is to use NAT (Network Address Translation) technology. In this environment, all users behind the WiFi or wireless router will appear to have the same IPv4 IP address. In order for TWC to identify a specific user behind a WiFi or wireless device, requesting parties should provide TWC with the IP address, the date and time the IP address was used to the second, the time zone, and the port. All NAT IPv4 addresses look like all non-NAT IPv4 addresses. To avoid delay, please include this additional information for all IPv4 look up requests.


Home Phone Services

Consult the Neustar LEAP Database before sending legal process to make sure the number belongs to Time Warner Cable.

Required Information for processing phone requests

  • Phone number in question
  • The specific information you are interested in e.g. subscriber information and/or call detail records (incoming and/or outgoing calls)
  • Requesting party’s contact information, including telephone and fax numbers

Note about Customer requests for Call Detail Records

Time Warner Cable (TWC) will provide inbound and outbound Call Detail Records (“CDRs”) when requested by a customer. A subpoena is not necessary and the customer need not state a reason for the CDR request. CDRs are available for a maximum of 18 months prior to the date or of the request. CDRs provided in response to a customer request will redact all Privacy Blocked information, such as unlisted numbers or calls for which Caller ID has been blocked.

Please note that customers may view the CDRs on the web using Online Call History (“OCH”). A customer may use this method to view the last 5 incoming calls and the last 3 months of outbound long distance, international, operator services and directory assistance calls.

Requests for Assistance from PSAPs

If you are a PSAP that requires assistance locating address information in connection with a 911 call and your NPAC query indicates that Sprint is the service provider (SPRCL is Sprint’s NENA ID), please contact Sprint/Nextel Corporate Security at 1-866-398-3284.


Video/ Cable Services

Please note that we can only provide basic account identifying information for HSD, phone, or Home Security subscribers upon service of a subpoena. If you require detailed billing records, e-mail content, cable information (including cable only subscribers), or other similar records beyond identifying information, pursuant to federal law, we will require a court order or warrant, depending on the nature of the records sought.

Consult the Go2Broadband database or Cablemover.com to identify the cable company serving a particular area.

Required Information for processing Video/Cable and other requests

  • Address in question
  • And/or an individual’s name
  • And/or account number

Civil Case Policy

Customers seeking call records for civil claims should contact TWC Customer Service.

Method of service

Civil claims against TWC must be served either in person to a non-retail location, or to our registered service agent, CT Corporation. Please refer to CT Corporation's website for local contact information.

47 U.S.C. s. 551(c) Protection of subscriber privacy

The federal Cable Privacy Act (the “Act”) prohibits a cable operator from disclosing "personally identifiable information concerning any subscriber without the prior written or electronic consent of the subscriber concerned or a court order. Please note that upon receipt of an order we will, as required by the Act and unless otherwise directed by the Court, provide our subscriber with notice of your request.

Call detail records/incoming and outgoing call logs

Call detail records are available to civil litigants only pursuant to a Court Order or a Subpoena accompanied by a customer authorization consent form

Privacy Blocked calls

  • Call detail records requested through a civil subpoena and/or in response to customer request will not provide any Privacy Blocked information, such as the identity of callers who have unlisted numbers or who have blocked their Caller ID. A civil litigant may only obtain call records that include Privacy Blocked information information when authorized by a Court Order.
  • (b) Please note that if the requested call records contain Privacy Blocked information and the lawful process does not explicitly bar TWC from doing so, TWC will provide meaningful prior notice and an opportunity to object to the customer(s) whose personally identifiable information is being disclosed. This customer notification process typically takes 10-14 calendar days to notify our customers and provide them with the opportunity to object before TWC releases the requested information.
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