Owner`s manual

CUSTOMER HANDBOOK
42
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. You can make international calls with
Home Phone Service and get our lowest rates
without paying extra fees. Calls to international
locations are billed at rates competitive with
other major providers. And there are no
changes to how you make international calls
with Home Phone. Just dial like you normally
would (example: 011 + country code + city
code + plus the number of the person or
company you are trying to call). International
calls to mobile devices incur additional charges.
Check out our low international rates at
www.timewarnercable.com. After the first
minute, our low international rates are billed
in six second increments, rather than billing a
full minute when you only use a few seconds
like most telephone companies charge (with
exception to Mexico which is rounded up to the
next minute). And there’s no monthly fee just
to have access to international calling, you only
pay when you make an international call.
If you make frequent international calls,
International OnePrice
®
Calling is now
available. Visit www.timewarnercable.com/socal
for details and to order International OnePrice
®
.
Q: Will I hear a difference in my long
distance calls with Home Phone Service?
A: No. Although some customers have told us they
receive a clearer connection with Home Phone
Service, you should expect the same quality for your
local, in-state and long-distance calls.
Q: Can I use my calling card for long
distance calls with Home Phone Service?
A: Yes, but you may not have to use calling
cards anymore. The Home Phone calling plan
includes unlimited long distance calling in the
United States, Canada and Puerto Rico for one
low monthly price, so now your calling card may
only be needed for calls away from home.
Q: Will I receive a separate bill for Home
Phone Service?
A: No. Home Phone Service will appear as a
line item on your Time Warner Cable monthly
statement.
Additional charges for any calls made to international
locations, Directory Assistance and Operator Services
will appear on additional lines on the same bill.
Q: Can I receive collect calls with Home
Phone Service?
A: Yes, you can receive collect calls as you
normally would with the exception of calls from
correctional facilities. Collect call charges will
appear in a lump sum on your monthly bill in a
line called Directory Assistance and Operator
Services. Call detail is available to you at
www.timewarnercable.com/socal by clicking “My
Account.”
Q: Does Time Warner Cable provide
technical support for Home Phone Service?
A: Yes. A big benefit of Time Warner Cable is
that you get complete support for all of our
services just by contacting us. Contact us by
calling 1-888-TW-CABLE or dialing 611 from
your Home Phone service. You can also
contact us by sending an e-mail to
[e-mail].
Q: What if I have a problem?
A: For a problem with your bill or service, call
Time Warner Cable at 1-888-TW-CABLE. If your
concern is not resolved, ask to speak with a
supervisor. If you are still not satisfied, contact
the consumer hotline at the California PUC (Public
Utilities Commission) or the FCC
(Federal Communications Commission). The
hotline staff will review rules with you, advise
you of your rights, and, if needed, work with
you and the company to try and resolve your
problem. To contact the California PUC call
800-649-7570 or go to www.cpu.ca.gov. To
contact the FCC, call 1-888-225-5322 or go
to www.fcc.gov.
Q: What if my service is changed without
my permission?
A: This is called “slamming,” and it’s illegal.
If your local, in-state, or long distance service
is switched without your permission, contact
Time Warner Cable at 1-888-TW-CABLE the California
PUC at 800-649-7570 or 213-576-7000, or call the
FCC at 1-888-225-5322 or go to www.fcc.gov.
FAQs
| CONTINUED
FAQs
I