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Frequently
Asked Questions
- What is the difference between Digital Phone Local and standard
Digital Phone service?
- Can I get discounts with my Digital Phone Local package?
- Can I have all the phones in my home connected?
- Can I disconnect my current phone service once Digital Phone Local service has been installed?
- Why am I still receiving bills from my former phone
company?
- Will my monitored security system work?
- Will my dial-up Internet Service Provider work?
- What will happen to my DSL service when I switch to
Digital Phone Local?
- Can I use my High-Speed modem to access the Internet
and talk on the phone at the same time?
- Will my Digital Phone Local service work with Home Networking?
- Will my fax machine work?
- Will my answering machine work?
- Can I call 9-1-1?
- Can I receive collect calls?
- How do I make a long distance call?
- Can I make international calls?
- Will I hear a difference in my long distance calls?
- Will I be provided with a detailed breakdown of my
call activity?
- Does Time Warner Cable provide technical support for
Digital Phone Local?
- Can I switch from Digital Phone Local to standard Digital Phone
service if I wanted to?
- What if I have a problem?
- What if my service is changed without my permission?
- Is there a phone number that I can call to learn more
about my Digital Phone Local service?
- What is the difference between Digital Phone Local and
standard Digital Phone service?
Digital Phone Local offers all of the calling features of standard Digital
Phone service with unlimited local calling and 10 minutes of free domestic
long distance every month; all other long distance calls made within
the U.S., Canada and Puerto Rico are billed at just 7 cents a minute.
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- Can I get discounts with my Digital Phone Local package?
Yes. Priced at just $24.95 a month when you subscribe to cable and high-speed
online services, Digital Phone Local service gives you 10 minutes of
FREE long distance every month! All other long distance calls outside
of your local calling area, throughout the U.S., Canada and Puerto Rico
are just 7 cents a minute.
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- Can I have all the phones in my home connected?
Yes, all of the phones in your home can be connected with your Digital Phone Local service.
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- Can I disconnect my current phone service once
Digital Phone Local service has been installed?
Yes. If you keep your current telephone number you do not need to contact
your current phone service provider. You will continue to have service
from your current phone provider until we complete your installation.
Once installation is complete and your phone number is successfully
transferred, we will contact your current phone service provider to
ensure your previous phone service is disconnected.
If you receive a new telephone number from Time Warner Cable, and no
longer require phone service from your current phone service provider,
then you will need to contact your current phone service provider to
disconnect your current phone service. We recommend that you disconnect
your current phone service after the Digital Phone Local installation is complete
so you are not without phone service.
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- Why am I still receiving bills from my former
phone company?
You may have switched phone service during the middle of your billing
cycle with your former phone company. Based on this, the carrier will
send you a bill for the last days that you had service in order to close
your account.
If you received a new telephone number from Time Warner Cable, you need
to call your former telephone company to cancel your former phone service.
If you did not call your former phone company to cancel your phone service,
you may be receiving bills from your former phone company because they
still consider you an active customer. Call your former phone company
to cancel your service.
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- Will my monitored security system work?
Your Digital Phone Local service will work with most monitored security systems;
with the exception of "hard-wired" pulse dial alarm system
panels. However, similar to traditional phone companies, Time Warner
Cable does not install, support, or service monitored security systems.
In the event that Time Warner Cable installs and configures Digital Phone Local
with your home security system, we recommend that you contact your alarm
system provider to test the proper operation and communication aspects
of the alarm system both before and after Digital Phone Local installation. Digital Phone Local does not include back-up power and, as is the case with an electric-powered
home cordless phone, should there be a power outage, Digital Phone Local will
not be available.
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- Will my dial-up Internet Service Provider work?
At this time, Digital Phone Local service does not include support of high speed
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.
Time Warner Cable does install, support, and service our High-Speed
Internet partners - Road Runner High Speed Online and EarthLink.
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- What will happen to my DSL service when I switch
to Digital Phone Local?
If you are a DSL subscriber and you wish to use Digital Phone Local on all of
the telephone jacks in your home, then you will have to contact your
DSL provider to disconnect your DSL service prior to your Digital Phone Local
installation appointment. If you wish to keep your DSL service, then
we cannot provide you with Digital Phone Local service with whole-home wiring
unless you maintain a separate analog phone line specifically for your
DSL service.
Time Warner Cable recommends that you replace your DSL service with
High-Speed
Internet service from one of our High-Speed Internet partners (Road
Runner High Speed Online or EarthLink).
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- Can I use my High-Speed modem to access the Internet
and talk on the phone at the same time?
Yes. Your High-Speed modem will allow you to access the Internet and
talk on the phone at the same time because each feature of your modem
is independent.
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- Will my Digital Phone Local service work with Home Networking?
Yes, Digital Phone Local should have no impact on Home Networking.
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- Will my fax machine work?
At this time, Time Warner Cable's phone service does not include support
of fax machines. While these communications may work occasionally, Time
Warner Cable recommends you keep a simple, low cost analog phone line
from your existing telephone company for the use of a fax machine. Time
Warner Cable plans to introduce enhancements and products to support
fax machines in the future.
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- Will my answering machine work?
Yes. Answering machines will work but we recommend Digital Phone Local Voice
Mail for callers to leave a Voice Mail when you are on the phone and
choose not to answer.
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- Can I call 9-1-1?
Yes, absolutely. Safety is an important consideration and Enhanced 9-1-1
service is included with Digital Phone Local. E9-1-1 transmits your address and
phone number to emergency services, should you need to dial 9-1-1 from
your home phone. Please note that Digital Phone Local does not include back-up
power and, as is the case with a cordless phone, should there be a power
outage, Digital Phone Local, including the ability to access 9-1-1 services,
will not be available until the power is restored.
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- Can I receive collect calls?
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 by clicking
here. Rates for incoming collect calls are determined by the third-party
carrier delivering the call to you.
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- How do I make a long distance call?
There are no changes to how you make a long distance call. Just dial
like you normally would. And with Digital Phone Local you get 10 minutes of FREE
long distance every month.
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- Can I make international calls?
Yes. You can make international calls with your Digital Phone Local service and
get our lowest rates. Calls to international locations are billed at
rates competitive with other major providers. And there are no changes
to how you make international calls; 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.
Click
here to check out our low international rates. 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 some 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.
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- Will I hear a difference in my long distance
calls?
No. Although some customers have told us they receive a clearer connection
with Digital Phone Local, you should expect the same quality for calls made outside
of your local calling area.
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- Will I be provided with a detailed breakdown
of my call activity?
Yes. You can access a detailed breakdown of your long distance call
activity by clicking
here.
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- Does Time Warner Cable provide technical support
for Digital Phone Local?
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
210-244-0500 or dialing 611 from your home phone. You can also contact
us by sending an e-mail to support@twc-sa.com.
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- Can I switch from Digital Phone Local to standard Digital
Phone service if I wanted to?
Yes. You can change your service from one to the other once per year
at no extra charge. Any additional requests to change service again
within a year’s time frame is a charge of $24.95.
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- What if I have a problem?
For a problem with your bill or service, call Time Warner Cable at 210-244-0500.
If your concern is not resolved, ask to speak with a supervisor.
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- What if my service is changed without my permission?
This is called “Slamming”, and it’s illegal. If your
local, in-state, or long distance service is switched without your permission,
contact the Texas PUC at 800- 870-1006, or call the FCC at 1-888-225-5322
or go to www.fcc.gov.
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- Is there a phone number I can call to learn more
about my Digital Phone Local service?
You can call 210-244-0500 for answers to your questions.
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