Owner`s manual

CUSTOMER HANDBOOK
46
Service Procedures I
Service Procedures
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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.
If a customer would like to make a payment over the phone, has a
question about a scheduled appointment, or is in need of technical
assistance with any of the services they receive from Time Warner
Cable, our Technical Support agents are available to assist 24 hours a
day/7 days a week/365 days a year.
Communications, Bills and Refunds
Time Warner Cable will provide its customers with a 30-day notice of
any changes in programming services and rate adjustments. Monthly
cable fees are payable in advance of each month’s service and are
payable until the date we receive notification to discontinue service. Bills
are payable upon receipt and become delinquent on the next month’s
processing date. If we do not receive full payment for service, a late fee
may be applied and service will be subject to interruption. If service is
interrupted for non-payment, reconnection will require full payment of the
amount owed plus a reconnection charge. Advance payment of a deposit
and the next month’s service fee may also be required. You may request
that your deposit be returned after one year of good payment record.
Payments not honored by the bank will be assessed a $20 returned
payment fee. If you believe your statement contains a billing error, please
contact us within 30 days of receipt of the statement in question. We will
respond to all billing inquiries within seven business days. Checks not
honored by the bank will be assessed a $20 returned payment fee. If you
believe your statement contains a billing error, please contact us within
30 days of receipt of the statement in question. We will respond to all
billing inquiries within seven business days.
TWC Signal Quality Assurance
Time Warner Cable is committed to providing quality service to its
customers in compliance with Federal Communications Commission
regulations. If you have a complaint relating to the quality of the
television signal we deliver to your home, we would like to know. Please
call our Customer Service department at 1-888-TW-CABLE. Your
situation will be handled quickly and competently by a qualified service
representative. In the event that you are not satisfied with the handling
of your problem, you may direct your complaint to your local franchise
authority.
Installations, Outages and Service Calls
Time Warner Cable maintains an after-hours outage detection system
with standby technicians available 24 hours a day, seven days a week.
Excluding those situations beyond our control, we will respond to service
interruptions promptly, usually within one hour. Other service problems
will be responded to within 36 hours during the normal workweek, unless
a later date is requested. In the event of complete failure of service for a
continuous period of 24 hours or longer, you will receive, upon request,
a prorated adjustment to your monthly fee. The request for credit should
be made within three days of the outage.
We will complete requests for the installation of Cable TV, Road Runner
High-speed Internet, and Home Phone service within seven business
days unless a later date is requested. Requests for custom wiring may
require added time for scheduling.