Owner`s manual

CUSTOMER HANDBOOK
53
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. All Digital Phone Calling Plans include popular calling features – Call
Waiting, Caller ID, Call Waiting ID, Call Forwarding, Speed Dialing, Three-Way
Calling and Anonymous Call Rejection, all at no extra charge. In addition, you may
add Voice Mail service for just $3.95 per month. Remember, with Digital Phone
service, you can keep your existing telephone number, you need not buy any
special equipment and you can use all of the telephone extensions in your home.
DIGITAL PHONE CALLING PLANS
• Digital Phone service allows you to call anyone, anytime, anywhere in the United
States, Puerto Rico and Canada as frequently as you like for one simple monthly
price, based on the package of services you purchase from Time Warner Cable.
If you purchase both High-Speed Internet and Video service, you will pay just
$39.95 per month for Digital Phone service. If you purchase only High-Speed
Internet or Video service, you will pay $44.95 per month for Digital Phone
service. If you purchase only Digital Phone service, you will pay $49.95 per
month. Additional charges apply for taxes, fees, international calling and directory
assistance and operator services calls. Digital Phone may be used to make
calls using other long distance providers, calling cards and dial-around (10-10-)
services.
• Digital Phone Unlimited California allows you to call anyone, anytime, anywhere
within California as frequently as you like for one simple monthly price, based on
the package of services you get from Time Warner Cable. If you purchase both
High-Speed Internet and Video service, you will pay just $29.95 per month for
Digital Phone Unlimited California service. If you purchase either High-Speed
Internet or Video service, you will pay $34.95 per month for Digital Phone
Unlimited California. Customers who purchase only Digital Phone Unlimited
California will pay $39.95 per month. The rate for long distance calls to all other
states nationwide is $0.05 per minute. Additional charges apply for taxes, fees,
international calling and directory assistance and operator services calls. Digital
Phone Unlimited California may be used to make calls using other long distance
providers, calling cards and dial-around (10-10-) services.
• International OnePrice
®
Calling allows you to call to more than 100 countries for
just $19.95 more per month. The International OnePrice
®
Calling Plan is available
to residential customers subscribing to any Digital Phone Calling plan identified
above and applies only to calls terminating on landline phones and to calls
terminating on cell phones based in the following countries: China, Hong Kong,
India, Macau, Paraguay and Thailand. A current list of countries included in the
International OnePrice
®
Calling Plan is available at
www.TimeWarnerCable.com/SoCal. Calls to other locations will incur charges at
current Time Warner Cable rates, which can be found at
www.TimeWarnerCable.com/SoCal. Calls to satellite phones, special services
numbers, including international toll-free and caller-paid services (900 numbers),
calls to chat lines and calls to cell phones are not included and will incur
additional per-minute charges. Additional charges apply for taxes, fees and
directory assistance and operator services calls. Three-way calling and call
forwarding features cannot be used with the International OnePrice
®
Calling Plan.
The International OnePrice
®
Calling Plan provides up to 3,000 minutes of calling
time per month, based upon your monthly Time Warner Cable billing cycle. TWC
reserves the right to monitor usage for possible abuse of service. Exceeding
3,000 minutes of calling time per month is considered beyond normal residential
use, may be investigated and may result in termination of International OnePrice
®
Calling Plan service.
RATES AND BILLING INFORMATION
We will bill you for your Digital Phone service every month in advance. Your
monthly Time Warner Cable bill will identify your Digital Phone service, international
calling, additional service and other charges and applicable taxes and fees.
Applicable taxes and fees may include federal and state universal service
contributions, federal excise tax on intrastate services, state and local sales taxes,
E911 support charges, state regulatory fees and state business taxes. Except
under the International OnePrice
®
Calling Plan, all calls to international locations
will be billed on a per-minute basis. Current rates to all locations outside the United
States, Canada, and U.S. Territories can be found on the Digital Phone website at
www.TimeWarnerCable.com/SoCal. Charges for directory assistance, operator
services, voice mail, private listings and seasonal service plans (“Additional
Charge Services”) are not included in Digital Phone Calling Plans and will be billed
separately, based on usage. Additional information and a tariff or list of current
rates for Digital Phone Calling Plans and Additional Charge Services may be found
on our website at www.TimeWarnerCable.com/SoCal.
In addition to charges for other Time Warner Cable services, your Digital Phone
charges will appear as a series of line items on your Time Warner Cable bill. You
may view details of your outbound intrastate, long distance, international, directory
assistance and operator service calls and charges at any time by logging in to the
Time Warner Cable secure website, which you may access by clicking on ‘My
Account’ at www.TimeWarnerCable.com/SoCal. Also, you may request a mailed
copy of your recent outbound calling details by contacting Time Warner Cable at
1-888-TW-CABLE. If you are an International OnePrice
®
Calling Plan subscriber,
calls to countries included in the International OnePrice
®
Calling Plan the charge per
call will appear as $0.00.
PAYMENT INFORMATION
Payment for your Time Warner Cable services, including Digital Phone service,
other charges and all taxes and fees, must be received by the date indicated
on your bill. Please report any billing errors immediately. Time Warner Cable will
not provide credit for disputed charges that are not reported within 90 days of
the date that the charge first appears on your bill. To request credits for service
interruptions, please call Time Warner Cable customer service at
1-888-TW-CABLE or send a written request to your local Time Warner Cable office.
A late charge of up to $4.75 may be assessed upon any balance due that remains
unpaid thirty (30) days after the original date that payment was due. Payments must
be received when due to avoid service interruption or termination. Nonpayment of
any portion of your Time Warner Cable statement for Video, High-Speed Internet
and Digital Phone services may result in disconnection of any and all services,
including Digital Phone services. Account holders are liable for payment for all
services rendered by Time Warner Cable prior to customer’s request to terminate
service. All equipment remains the property of Time Warner Cable.
ADDITIONAL IMPORTANT INFORMATION
Digital Phone comes with up to 6-hours back-up power and, as in the case with an
electric-powered home cordless phone, should there be a prolonged outage, Digital
Phone, including the ability to access 9-1-1 services, may not be available.
Digital Phone is compatible with most home monitoring and security systems. Time
Warner Cable does not install, support or service monitored security systems.
If you plan to use Digital Phone with your home monitoring and security system,
you must contact the provider of your alarm monitoring services in order to test
the compatibility of the alarm services with Digital Phone. Time Warner Cable will
not be responsible for the cost of conducting any tests or configuring your alarm
monitoring system.
Upon your receipt of this information, you may, for any reason, cancel your order
for Time Warner Cable Digital Phone without any penalty or further obligation. As
with all Time Warner Cable products, you’re also eligible for a 30-day money-back
guarantee. Additional service charges incurred during the first 30 days, such as
calls to international locations, Directory Services and Operator Assistance are
independent of this guarantee and will be billed and due in case of cancellation.
Time Warner Cable may disconnect your Digital Phone service for any reason upon
fourteen (14) days notice.
Finally, the Time Warner Cable Residential Subscription Agreement and Subscriber
Privacy Notice govern your use of Time Warner Cable Digital Phone service. These
materials should be included in your Digital Phone service Welcome Kit and are
available online at www.TimeWarnerCable.com/SoCal.
OTHER IMPORTANT ITEMS
Your Time Warner Cable Digital Phone Unlimited California service is governed by
this document, the Time Warner Cable Residential Services Subscriber Agreement
and the Time Warner Cable and Affiliated ISPs Subscriber Privacy Notice that you
received with your installation materials.
Time Warner Cable Digital Phone Unlimited California service is for residential,
noncommercial use only. If you have a need for business class services, please
contact Time Warner Cable.
You may cancel your order to have Digital Phone Unlimited California service, for
any reason, without penalty and with no further obligation. In addition, new Digital
Phone Unlimited California customers may be eligible for a 30-day money back
guarantee. Please note that charges for additional services, including charges
associated with calls to domestic long distance, international locations, Directory
Services and Operator Assistance, are not covered by the Digital Phone 30-Day
money back guarantee. You will be billed for and must pay these charges even if
you cancel your Digital Phone Unlimited California service.
If you wish to terminate Digital Phone Unlimited California service, please contact
Time Warner Cable at 1-888-TW-CABLE to schedule service disconnection. You
may terminate your subscription to Time Warner Cable Digital Phone Unlimited
California service at any time, for any reason. All customer premises equipment
provided by Time
Warner Cable remains the sole property of Time Warner Cable. Your
Digital Phone Unlimited California service is intended for use only at the address
location where it was originally installed, and you are prohibited from moving your
voice-enabled cable modem. If your modem is moved to another address, your
emergency 9-1-1 services will not operate properly because 9-1-1 operators will
not be able to identify the caller’s location in an emergency. If you would like to
establish service at a new location, please call Time Warner Cable.
Your Time Warner Cable voice-enabled cable modem requires electrical power
to operate, and, in the event of a power outage or a Time Warner Cable network
failure, emergency 9-1-1 services will not be available.
I Terms of Service