Time Warner Cable Terms of Service

The services that you receive from Time Warner Cable are subject to the terms identified in your Residential Services Subscription Agreement, Work Order, Acceptable Use Policy, this Terms of Service, and any Addendums, as discussed in the Residential Services Subscriber Agreement. These agreements have been provided to you in your Connection Kit and are also available online at http://help.twcable.com/policies.html.

Billing & Payment

We may request that you pre-pay the charges for your first month’s service and any installation or equipment fees are payable at the time of installation. Thereafter, we will bill you for your services every month in advance. Charges for additional items, (for instance, pay-per-view movies and events, international and directory assistance calling, additional services and features) will be billed the following billing cycle. Your monthly Time Warner Cable bill will identify your recurring service charges, additional charges and applicable taxes, fees and surcharges. These taxes, fees and surcharges may include, among others, federal and state excise taxes and fees, state and local sales and business taxes and service-specific charges, such as federal and state universal service contributions, E911 support charges and regulatory and franchise fees. You may request from Time Warner Cable a list of applicable fees, taxes and surcharges.

Payment in full for all billed charges, including additional charges and all taxes, fees and surcharges, must be received by the date indicated on your bill to avoid late fees and other charges. Please report any billing errors immediately. In order to receive credit for disputed charges, such charges must be reported within 30 days of the day on which you receive your bill unless otherwise specified under applicable law. A late fee may be assessed upon any outstanding undisputed balance due that remains after the due date appearing on your bill.

Nonpayment of any portion of your Time Warner Cable bill may result in interruption or disconnection of any and all services, including Home Phone services. You are liable for payment for all services rendered by Time Warner Cable and billed to your account. It is your responsibility to mail or make payment in a timely manner to ensure receipt by TWC on or prior to the due date. If you know that your payment will be late, call our Customer Service department so we can make arrangements to avoid service interruption and reconnection fees, or, sign up for PayXpress and pay your bill online.

All equipment, including converters, terminals, remote controls and cable modems provided by Time Warner Cable are the property of Time Warner Cable and must be returned if you move or terminate your service. Your account will be charged a fee for any equipment which is not returned to Time Warner Cable at the time your service is disconnected. This charge also applies should any of the equipment be stolen from your home or returned damaged beyond the normal wear and tear.

“Adult at Home” Policy

Our installers and technicians will not enter your home to perform any work unless a responsible adult is present. We realize this may cause an inconvenience for some of our customers, but this policy is essential to protect you and our employees.


Time Warner Cable will repair and/or replace the equipment we use to provide your services at no charge if the repair or replacement is not the result of your negligence, fault, or theft from your home. If you are experiencing problems with your service, contact your local Customer Service office. Customer Service contact information is available online at http://www.timewarnercable.com or you may call Customer Service by dialing *611 from your Home Phone. Time Warner Cable does not repair equipment owned by you such as DVD players, telephones and televisions and is only responsible for bringing service to the input of such equipment.

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 which 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 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 home wiring in a way that impairs the integrity of the local cable system, such as by 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 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 have the choice of paying our regular hourly service charge on a per-visit basis or of purchasing our optional line protection plan for a small monthly fee. This optional program covers most but not all home wiring problems. For example, it does not cover damage to home wiring caused by you or any third party should you attempt to undertake your own removal, replacement, rearrangement, repair, extension or maintenance of that wiring. Furthermore, we are not responsible for problems relating to the operation of customer-owned consumer electronics equipment such as televisions, VCRs, DVRs, home antennas, etc., which may be connected to home wiring. 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 home 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 installation by anyone other than us or the use of improper materials causes signal degradation and/or leakage, you may be held responsible for the cost of rectifying the problem. Also, we may be required under federal law to terminate your cable service until the problem can be remedied.


You may request that your services be disconnected at any time. We will schedule a disconnect appointment for you, or you may come to our cable office to return any Time Warner Cable equipment (converter boxes/remote controls/modems). Unless otherwise provided by applicable law, billing for any disconnected services will stop on the date that the service disconnection takes effect and all equipment is returned. If you are enrolled in a Price Lock Guarantee (“PLG”) package, you will be subject to an early termination fee if you disconnect your service before the end of your PLG term.


If you are moving within our service area, we will be glad to schedule an appointment to install Time Warner Cable services at your new location. Please notify us at least 10 days prior to your move and we’ll arrange to transfer your services. Some fees and restrictions may apply. When you transfer your services, your account must be in current standing and any credits and charges from your previous service address will be transferred to your new account address. These credits and charges may take up to two months to appear on your Time Warner Cable bill.

Specific Terms Regarding Home Phone Service

Time Warner Cable offers several different calling plans. All TWC Phone calling plans include popular calling features, such as Call Waiting, Caller ID, Call Waiting ID, Call Forwarding, Speed Dialing, Three- Way Calling, Selective Call Reject, Selective Call Accept, and Enhanced Anonymous Call Rejection. Voicemail and Private Listings are available for an extra monthly charge in some regions, and are otherwise included with service.  All rates and fees are subject to change. Current rates are available at twc.com. TWC Phone may be used to make calls using other long distance providers, calling cards and dial around (10-10 -) services.

Calling Plans

TWC Phone Unlimited service allows you to call anyone, anytime in the United States, Canada, Puerto Rico, Mexico, India, China, Hong Kong, all 28 countries in the European Union (EU) and Norway for one simple monthly price.  Additional charges apply for taxes, fees, calls to directory assistance, operator services and international calling to other countries. Current rates and offers are available at twc.com.

TWC Phone Instate (no longer available to new customers after November 1, 2015) allows you to call anyone, anytime, anywhere within your state for one simple monthly price. Additional charges apply for taxes, fees, directory assistance, operator services calls and calls to other states and international locations. Information regarding current offers and rates for calls to other states and countries is available at twc.com.

TWC Phone Local allows you to call anyone, anytime, anywhere within the boundaries of your local calling area for one simple monthly price. Additional charges apply for taxes, fees, directory assistance, operator services calls and calling destinations outside of your local calling areas. Information regarding offers, local calling area boundaries and rates for calls to other areas, states and countries is available at twc.com.

International OnePrice® (no longer available to new customers after November 1, 2015) allows you to call more than 100 countries for an additional flat monthly fee. The International OnePrice® calling plan is available to residential customers subscribing to any TWC Phone plan identified above and applies only to calls terminating on landline phones and to calls terminating on cell phones based in a select group of countries. A current list of countries within International OnePrice® is available at twc.com. Calls to other locations will incur charges at current Time Warner Cable rates, which can be found at twc.com. Except as otherwise provided, calls to satellite phones, special services numbers, including  international  toll-free  and  caller-paid  services  (900  numbers) and calls to chat lines are not included and will incur additional per-minute charges. Current rates and offers are available at twc.com. Additional charges apply for taxes, fees, directory assistance and operator services calls.

Three-Way Calling and Call Forwarding features cannot be used with the International OnePrice®. International OnePrice® provides up to 1,000 minutes of calling time per month, based upon your monthly TWC billing cycle. TWC reserves the right to monitor usage for possible abuse of service.

Global Penny Phone Plan is available to customers who subscribe to TWC Phone service. Global Penny Phone Plan provides special one-cent-per-minute rates for calls to both landline and mobile numbers for 50 international destinations and competitive rates for calls to other countries. Except as otherwise provided, calls to satellite phones, special services numbers, including foreign toll- free and caller-paid services (900 numbers), and calls to chat lines are not included in the Global Penny Phone Plan, except as otherwise stated herein, and will incur per-minute charges. Rates and charges for calls to locations and numbers not specifically included in the Global Penny Phone Plan can be found at twc.com. Additional charges apply for taxes, fees, directory assistance and operator services calls. TWC reserves the right to monitor usage for possible abuse of service.

Seasonal Service allows you to temporarily suspend TWC Phone service without losing your telephone number or access to 911 and Voicemail. When you have Seasonal Service, you cannot make any outbound calls, except calls to 911 or to TWC service.  Inbound callers will be sent to your Voicemail, if active, or hear a busy signal. To activate Seasonal Service, you must be a current TWC Phone service subscriber. You must also identify the date that Seasonal Service should become active and the date when your Phone service should be restored. Seasonal Service may be activated once per year, and, when activated, Seasonal Service must remain in place for a minimum of two months and a maximum of nine months. Seasonal Service may not be activated for more than six to nine months per year, depending on market. When activating Seasonal Service, your account balance must be current and you must provide a temporary billing address, pay your bill in advance for the period during which Seasonal Service will be active, or sign up for automatic payment. If you have more than one TWC Phone line, you must activate Seasonal Service on all lines at the same time. You may not change your directory listing selection or activate or deactivate Voicemail while Seasonal Service is active. Please note that Seasonal Service will not support alarm or home monitoring systems, as outbound calling capability will be suspended while Seasonal Service is active. Current rates and offers are available at twc.com.

Your TWC Phone charges will appear as a series of line items on your TWC bill. You may view details of your outbound international, directory assistance and operator service calls and charges at any time through twc.com and clicking on “My Account”.  Also, you may request a mailed copy of your recent outbound calling details by contacting TWC. Customer Service contact information is available at twc.com or you may call Customer Service by dialing *611 from your TWC Phone. If you are an International OnePrice® subscriber, calls to countries included in International OnePrice® can be identified but charges will only appear for calls that are not included in the plan or exceed the monthly calling limit.

International calls made to countries included in the residential Unlimited Phone plan (currently Canada, Puerto Rico, Mexico, India, China, Hong Kong, all 28 countries in the European Union (EU) and Norway ) are included in the monthly charge for Unlimited Phone customers. International calls made to other countries under the International OnePrice® plan (not available to new customers after November 1, 2015) are included in the 1000 minute monthly allowance for designated countries in the plan. International calls to International OnePrice® countries over the 1000 monthly minute allowance, and international calls to non-designated countries are billed on a per minute basis: these overage and non-included country rates are available at twc.com.  Global Penny Phone Plan subscribers making international calls to designated “Penny” destinations are billed at $0.01 per minute. GPPP subscribers also receive discounted per minute rates to all other international destinations. The list of eligible IOP and GPPP destinations and all calling rates are available at twc.com.  International calling rates for customers who do subscribe to the TWC Unlimited Phone plan or who do not subscribe to International OnePrice® or the Global Penny Phone Plan can be found at twc.com under the “Casual dialing” international rate section.

Charges for Voicemail, unpublished (Private) listings and Seasonal service plans are not included in TWC Phone plans and may be billed separately in some regions. Other services, including directory assistance and operator services designated as “Additional Charge Services” are not included in TWC Phone plans and are billed separately, based upon usage. Additional information about TWC Phone plans, rates and additional charge services can be found at twc.com.

TWC Phone is compatible with most home monitoring and security systems. Time Warner Cable does not install, support or service third-party monitored security systems. If you plan to use TWC Phone with your home monitoring and security system, you must contact your service provider in order to test the compatibility of the service with TWC Phone. Time Warner Cable will not be responsible for the cost of conducting any tests or configuring your monitoring or security system.

Emergency 911 Access

Our TWC Phone service cable modem is electrically powered. TWC Phone service, including access to emergency 9-1-1 and home security services, may not operate in the event of an electrical power outage. If a power outage occurs in your home and if your cable modem is equipped with a battery, it may continue to operate for a limited period of time or not at all, depending on the circumstances. If your local TWC system loses power or experiences other service issues, the battery in your cable modem, if any, will not provide backup service and TWC Phone will not be available. You may not move your TWC Phone voice-enabled modem to a new address. If you do so, Enhanced 9-1-1 services will not operate properly as emergency operators will be unable to accurately identify your location in an emergency. If you would like to establish service at a new address you must call Time Warner Cable.

National Do Not Call List

If you would like to add or remove your number from the National Do Not Call List, you may do so by calling 1-888-382-1222 or online at  donotcall.gov.

Specific Provisions Regarding Video Services

Products, Services and Pricing

Time Warner Cable provides customers with a wide selection of programming choices. All customers must subscribe to Basic service to access other programming choices, including tiers of service and services offered on a per program or per channel basis. A complete list of programming choices, together with prices and terms and conditions for subscription are available in the pamphlet provided to you upon subscription to our service, upon request, or on-line at http://www.timewarnercable.com.

Instructions on How to Use Your Cable Service

Instructions on how to use your cable service are outlined in our Connections Kit, which may be provided to you when your services are installed. This information is also available by request from your local Time Warner Cable office or on-line at http://www.timewarnercable.com.

Pricing and Service Changes

Unless otherwise provided by applicable law, Time Warner Cable will notify you 30 days in advance of any price or service change.   Notice of these changes may be provided on your monthly bill, as a bill insert, as a separate mailing, in the Legal Notice section of the newspaper, on the cable system channel(s) or through other written means.

Complaint Procedures

If you have a complaint about your service, billing, or terms and conditions of service, you may call us directly using the Time Warner Cable toll free number provided on your monthly bill. In addition, where applicable, we have identified on your monthly bill the franchising authority that you may contact should we fail to resolve your complaint.


Our technicians must periodically test and occasionally repair our cable equipment throughout the cable system. Cable repair may 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 a maintenance outage is affecting your area, you will be informed when you call. If the problem is not being caused by maintenance, we will determine the source of the problem and will restore your service as quickly as possible.

Service & Installation

Installation and service call appointments are scheduled in advance. If we cannot meet a scheduled commitment, we will attempt to notify you and reschedule the appointment for a convenient time.

Service Interruptions

Time Warner Cable maintains a high standard of technical operations within our cable systems and responds promptly to most service interruptions. On occasion, service interruptions may arise due to unforeseen problems such as power outages, electrical storms, severe weather conditions, equipment failures, auto accidents involving utility poles, and in some cases, loss of signal at the origination point of the program. In addition, twice a year our satellite reception is disrupted by activity from the sun. This disturbance, which affects most cable and satellite companies within the United States, occurs at the end of February and again in October, due to direct alignment of the sun with our satellite and our earth stations. Unless otherwise provided by applicable law, if you experience a verifiable service outage of more than two hours and notify us in a timely manner, we’ll credit your account for such loss of 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.

Cable Service Theft

Unauthorized cable hookups are a violation of the Residential Services Subscription Agreement. Tampering with or altering a cable system or converter to receive unauthorized services is a Federal crime punishable by fines and/or imprisonment. We have the technology necessary to detect unauthorized hookups, and we conduct periodic system checks.

Guide to Using Customer-Owned Equipment with Cable Services

Depending on where you live, your cable TV services are delivered (1) in both analog and digital formats, (2) in digital format only with Starter TV delivered in the clear (and all other services encrypted), or (3) in digital format with all services, including Starter TV, encrypted (e.g., New York City). Please click the link below to access the appropriate version of Time Warner Cable’s Guide to Using Customer-Owned Equipment with Cable Services for your area:

     -  Analog and Digital Service
     -  Digital-Only Service (Starter TV in the clear)
     -  Digital-Only Service (all services, including Starter TV, encrypted)

NEW DIGITAL CABLE CUSTOMERS AS OF MARCH 3, 2015: If you added video service after March 3, 2015, please click the following link to access Time Warner Cable's Guide to Using Customer-Owned Equipment with Digital Cable Services. (Customers in areas where we currently do not support Digital Adapter equipment please click here.)

May 2016

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