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.......................................................................
DIGITAL CABLE Remote Control.................................................................4 On-Screen Program Guide............................................ 5-6 DVR.............................................................................. 7-9 On Demand.................................................................... 10 Parental Controls........................................................... 11 HDTV.......................................................................
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.
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.
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 .
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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. • I s 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.
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.
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......................
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
HOME PHONE Getting Started...................................................................... 33 Calling Features............................................................... 34-36 Voice Mail........................................................................ 37-39 FAQs................................................................................
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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..........................................
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
