Frequently Asked Questions
Digital Phone FAQs | Digital Cable FAQs | High Speed Online FAQs
Digital Phone FAQs
- Standard Digital Phone Questions
- Questions about Digital Phone installation, equipment and service
- Questions about billing, taxes and surcharges
- Questions about Special Digital Phone Features
Standard Digital Phone Questions
- What is Digital Phone?
- Is there a fee to switch to Digital Phone?
- Can I keep my current phone number?
- Who can get Digital Phone service
- How much will I save with Digital Phone?
- What does Digital Phone offer that my current phone service may not?
- Can Digital Phone replace my current residential phone service?
- What will happen to my DSL service when I switch to Digital Phone?
- Do I have to subscribe to other services from Time Warner Cable to get Digital Phone?
- Can I use Digital Phone for my business?
- Should I disconnect my current phone service?
Digital Phone is a multi-feature, residential phone service available from Time Warner Cable. Using Digital Phone is as simple and easy to use as your existing phone service from your traditional phone company, plus you get all the benefits of the Digital Phone calling plan - including unlimited local, in-state and long distance calls within the United States, as well as all US territories and Canada, for one simple monthly price as low as $39.95.
Is there a fee to switch to Digital Phone?
No, there is no charge for switching to Digital Phone. Installation is free at this time. And Time Warner Cable gives you a 30-day money back guarantee with all of its services.
Can I keep my current phone number?
Yes, you will be able to keep your existing phone number and receive Time Warner Cable Digital Phone. This means that you will continue to receive calls from your family and friends without having to notify them of a new telephone number. We do need to verify portability with each phone number.
Who can get Digital Phone service?
Time Warner Cable offers Digital Phone service to customers that subscribe to High-Speed Internet or Cable services in a majority of communities in our service area. Enter your address and phone number to see if Digital Phone is available in your area.
How much will I save with Digital Phone?
A simple way to know if you will save money is to add your current local bill and long distance bill together (excluding international charges). If the total is more than $44.95 per month, chances are you'll save by switching to Digital Phone service. Digital Phone service also offers the convenience of unlimited calling within the United States, so you never have to worry about your bill going up in any particular month.
What does Digital Phone offer that my current phone service may not?
Digital Phone offers:
- The ability to call anyone, anytime, anywhere in the United States, as well as all US territories and Canada, as frequently as you like for a flat monthly price as low as $39.95.
- Popular calling features such as Call Waiting, Caller ID, Call Forwarding and Speed Dial are included at no extra cost.
- The convenience of one bill for local and long distance service.
Can Digital Phone replace my current residential phone service?
Yes. Digital Phone provides all your local, in-state and long distance calling so it can replace your current residential phone service. Plus, with Digital Phone you can keep your current phone number. Please note that Digital Phone will not be available if a power outage affects your cable signal.
What will happen to my DSL service when I switch to Digital Phone?
Of course, Time Warner Cable recommends that you replace your DSL service with either Road Runner High-Speed Online or our High-Speed Internet partner Earthlink. However, if you wish to keep your DSL service, you will need to keep an analog line. Please let the Time Warner Cable Customer Service representative know when you place your order so they can notify the technician.
Do I have to subscribe to other services from Time Warner Cable to get Digital Phone?
No, you do not have to have other services from Time Warner Cable to get Digital Phone. We do recommend customers have either High-Speed Internet or Digital Cable service from Time Warner Cable to subscribe to Digital Phone. If you subscribe to Digital Cable or High-Speed Internet service from Time Warner Cable or its partners you'll pay just $44.95 per month for Digital Phone. If you subscribe to Digital Cable and High-Speed Internet services from Time Warner Cable, you'll receive a discount of $5.00 per month and pay just $39.95 per month for Digital Phone.
Can I use Digital Phone for my business?
No, Digital Phone is a residential telephone service.
Should I disconnect my current phone service?
If you keep your current telephone number (i.e., port your number) you should not contact your current phone service provider. You will continue to have service from your current phone provider until we complete your Digital Phone installation. Once Digital Phone 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. However, if you receive a new telephone number from Time Warner Cable and no longer desire 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 is complete so you are not without phone service during the change.
Questions about Digital Phone installation, equipment and service
- Can I have all the phones in my home connected to Digital Phone?
- Can I use my High-Speed modem to access the Internet and talk on the phone at the same time?
- Does wireless Internet service work with Digital Phone?
- How long will it take for my Digital Phone service to be installed?
- Do I need to be home for the installation of Digital Phone?
- What should I do if I cannot be home for my Digital Phone Service installation appointment?
- How long does it take to install Digital Phone Service?
- Do I have to keep the Digital Phone Service modem in a specific location?
- How will I know when my Digital Phone Service has been activated?
- Does Time Warner provide technical support for Digital Phone Service?
- Who maintains the Digital Phone modem used for Digital Phone?
- Do I have to buy any additional equipment to use Digital Phone?
- Do I need a special phone for Digital Phone Service?
- Can I use my existing cordless home phone with Digital Phone Service?
- Will my monitored security system work with Digital Phone?
- Will Digital Phone Service work with Home Networking?
- Will my fax machine work with Digital Phone Service?
- Will my caller ID display work with Digital Phone Service?
- Can I utilize Caller ID with Digital Phone Service?
- Does Digital Phone Service offer voicemail?
- Does Digital Phone Service offer a calling card?
- How do I use Call Waiting?
- Will my dial-up Internet Service Provider work with Digital Phone Service?
Can I have all the phones in my home connected to Digital Phone?
Up to five phones in your home can be connected to Digital Phone. And Digital Phone will work with almost all existing telephones, so there's no new equipment to purchase.
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.
Does wireless Internet service work with Digital Phone?
Yes, though the Digital Phone modem itself doesn't support wireless. You will either receive a phone modem in addition to your wireless modem or our technician will make sure your router continues to operate with the Digital Phone service.
How long will it take for my Digital Phone Service to be installed?
We are typically able to schedule the installation of Digital Phone Service within 8 to 14 business days.
Do I need to be home for the installation of Digital Phone?
Yes. In order for Time Warner Cable to effectively complete your installation and test your Digital Phone Service, we need you to be present at time of installation.
What should I do if I cannot be home for my Digital Phone installation appointment?
If you will not be home for your Digital Phone Service installation appointment, you may designate a friend or family member age 18 or older to act as a replacement on your behalf. The individual you designate will be responsible for approving the Digital Phone Service installation and signing the subscriber agreement and other important documents. Call Time Warner Cable to designate a replacement to act on your behalf. If you are unable to find a friend or family member age 18 or older to act as a replacement on your behalf, it is very important to reschedule your installation appointment.
How long does it take to install Digital Phone Service?
A typical installation takes approximately 60 - 90 minutes.
Do I have to keep the Digital Phone modem in a specific location?
If you are a current High-Speed Internet customer then the installation will involve switching out your existing High-Speed cable modem for a new Digital Phone Service modem. The modem should remain with your computer so that you can use it for High-Speed Internet access as well. A phone outlet needs to be nearby to complete a typical installation.
How will I know when my Digital Phone service has been activated?
Your Digital Phone Service will be activated at the time our Time Warner Cable technician has completed installation of your Digital Phone service. During installation, your Time Warner Cable technician will provide you a Welcome Kit that summarizes the calling plan and features associated with Digital Phone Service. When you receive your Welcome Kit, be sure to look it over to make sure you understand all aspects of the Digital Phone service.
Does Time Warner provide technical support for Digital Phone Service?
Yes. Time Warner Cable provides complete support for all of our services and Digital Phone is no different, we are available 24 x 7 if there is an emergency.
Who maintains the Digital Phone modem used for Digital Phone?
Time Warner Cable maintains the Digital Phone Service modem. In fact, one of Digital Phone's greatest benefits is that Time Warner Cable automatically upgrades your equipment to the latest technology with the installation of the Digital Phone Service modem.
Do I have to buy any additional equipment to use Digital Phone?
No. There is no additional equipment to buy as long as you have a telephone in your home.
Do I need a special phone for Digital Phone Service?
No. Any standard, touch-tone phone will work with Digital Phone. It makes no difference whether it is a wall mounted phone or a portable cordless phone. All types of standard, touch-tone phones can be used. Also, answering machines and caller ID display equipment work with Digital Phone service.
Can I use my existing cordless home phone with Digital Phone?
Yes. Cordless home phones work with Digital Phone Service.
Will my monitored security system work with Digital Phone?
Digital Phone Service will work with most monitored security systems. However, please note that Digital Phone Service does not include back-up power and, as is the case with a cordless phone, should there be a power outage Digital Phone Service will not be available until the power is restored. If this is a concern, you can connect a standard analog line from your previous telephone provider to your monitored security system. Time Warner Cable, similar to traditional telephone service providers, does not install, support, or service monitored security systems. Time Warner Cable strongly recommends contacting your security system provider to conduct a test on your alarm system.
Will Digital Phone Service work with Home Networking?
Yes, Digital Phone Service should have no impact on Home Networking.
Will my fax machine work with Digital Phone Service?
Digital Phone Service currently does not support fax or dial-up Internet connections. While these communications may work occasionally using Digital Phone Service, Time Warner Cable recommends maintaining a standard analog phone line for the use of fax and dial-up Internet services. Time Warner Cable plans to introduce enhancements and products to support fax and dial-up Internet in the near future.
Will my caller ID display work with Digital Phone Service?
Yes. Caller ID display equipment works with Digital Phone Service.
Can I utilize Caller ID with Digital Phone Service?
Yes. Digital Phone Service offers Caller ID, as well as Call Waiting and Call Waiting ID, absolutely free as part of the Digital Phone calling plan. To use the Caller ID features, however, you must have Caller ID display equipment or a phone with Caller ID built in.
Does Digital Phone Service offer voicemail?
Yes. Voice Mail is available to Digital Phone Service customers. Some additional fees may apply based on your location.
Does Digital Phone Service offer a calling card?
No, Digital Phone Service does not offer a calling card at this time. Time Warner Cable plans on offering a calling card in the near future.
Call Waiting alerts you when there's another incoming call then it allows you to put the first caller on hold while you answer the incoming call.You will be alerted there is another incoming call by a tone you will hear during an existing call. When you hear this tone, simply press and release the receiver or 'flash' button. This will put the first caller on hold and allow you to speak to the incoming caller. To return to the first call, press and release the receiver or 'flash' button again.
Will my dial-up Internet Service Provider work with Digital Phone Service?
Digital Phone Service currently does not support fax or dial-up Internet connections. While these communications may work occasionally using Digital Phone Service, Time Warner Cable recommends maintaining a standard analog phone line for the use of fax and dial-up Internet services. Time Warner Cable plans to introduce enhancements and products to support fax and dial-up Internet in the near future.
Questions about long distance, billing, taxes and surcharges
- Can I choose my own Long Distance Carrier?
- Can I make long distance calls with Digital Phone?
- How do I make a long distance call with Digital Phone?
- What U.S. Territories are included in Digital Phone's unlimited long distance calling?
- How do I make international calls with Digital Phone?
- Can I use my calling card for long distance calls with Digital Phone?
- Will I hear a difference in my long distance calls with Digital Phone?
- Will Time Warner Cable's 30-Day money back guarantee apply to Digital Phone Service?
- How will Digital Phone Service be billed?
- Will I receive a separate bill for Digital Phone Service?
- Will I be provided with a detailed breakdown of my call activity with Digital Phone Service?
- Do I have to pay the entire monthly rate if I signed up for the Digital Phone Service mid-month?
- Are there extra charges associated with Digital Phone Service?
- What kind of taxes will I be charged?
- Are there additional access fees will I be charged?
- Why am I still receiving bills from my former phone company?
Can I choose my own Long Distance Carrier?
By subscribing to Digital Phone service you are choosing Time Warner Cable to be your Long Distance Carrier.
Can I make long distance calls with Digital Phone?
Yes. Digital Phone allows you to call anyone, anytime, anywhere in the United States, as well as all US territories and Canada, for one simple monthly price. Calls to international locations are billed at rates competitive with other major providers.
How do I make a long distance call with Digital Phone?
There are no changes to how you make a long distance call with Digital Phone. Just dial like you normally would.
What U.S. Territories are included in Digital Phone's unlimited long distance calling?
Calls to the following U.S. Territories are included in Digital Phone's unlimited long distance calling: Guam, Puerto Rico, the North Mariana Islands and the U.S. Virgin Islands. Calls to the following U.S. Territories are NOT included in Digital Phone's unlimited long distance calling: American Samoa, Guantanamo Bay & the Marshall Islands. Rates for calls to these areas are competitive with other major long distance providers.
How do I make international calls with Digital Phone?
There are no changes to how you call internationally. Just dial like you normally would (for example: 011 + country code + city code + local number of the person you are trying to reach).
Can I use my calling card for long distance calls with Digital Phone?
Yes, but you might not have to use calling cards anymore. The Digital Phone calling plan includes unlimited long distance calling in the United States, as well as all US territories and Canada, for one simple monthly price as low as $39.95, so your calling card should only be used away from home now! Currently, Time Warner Cable does not offer a calling card connected with Digital Phone.
Will I hear a difference in my long distance calls with Digital Phone?
No, you will not experience any change in the quality of your local, in-state or long distance calls. Some Digital Phone customers have even remarked that they now have a clearer connection.
Will Time Warner Cable's 30-Day money back guarantee apply to Digital Phone Service?
Yes. Time Warner Cable is confident that you'll like the simplicity of Digital Phone Service. In the unlikely event that you do not wish to keep the service, as with all Time Warner Cable products, you're eligible for a 30-Day money back guarantee. Additional charges for services incurred during the first 30 days, such as calls to international destinations and operator assistance calls are independent of this guarantee.
How will Digital Phone Service be billed?
Your Digital Phone Service calling plan charges will appear on your Time Warner Cable bill. Additional charges for any calls made to international locations (excluding Canada), Directory Assistance and Operator Services will appear as line items on the same bill.
Will I receive a separate bill for Digital Phone Service?
No. Digital Phone Service will appear as a line item on your Time Warner Cable monthly statement. Additional charges for any calls made to international locations (excluding Canada), Directory Assistance and Operator Services will appear on additional lines on the same bill. One of the greatest benefits of the Digital Phone Service calling plan is the convenience of receiving one bill for your local and long distance service along with your other services from Time Warner Cable.
Will I be provided with a detailed breakdown of my call activity with Digital Phone Service?
Yes. Account details are available to you at www.twcdigitalphone.com by clicking 'My Account'.
Do I have to pay the entire monthly rate if I signed up for the Digital Phone Service mid-month?
Your monthly fee for the first month will be based on the number of days we provided you with service. Of course, additional charges for any calls made to international locations, Directory Assistance and Operator Services will be billed in relation to the month those charges were incurred.
Are there extra charges associated with Digital Phone Service?
Yes. In addition to Digital Phone's low monthly rate for unlimited calling in the United States and Canada, you will be charged extra, but at competitive rates, for calls international locations, Directory Assistance and some Operator Services.
What kind of taxes will I be charged?
All Digital Phone Service customers will pay state and federal taxes that are similar to what you paid your previous local and long distance providers. Your taxes will be approximately $4.00 per month but vary by location.
Are there additional access fees I will be charged?
All Digital Phone Service customers will pay approximately $2.00 per month in access fees. We understand that fees can be frustrating and have made an effort to minimize the fees charged by Digital Phone Service. Many traditional phone companies charge regulatory, state and federal fees in excess of $2.00 per month, so that's additional money you'll be saving by making the switch to Digital Phone.
Why am I still receiving bills from my former phone company?
You may have switched 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.
Questions about Special Digital Phone Features
What calling features does Digital Phone offer?
Can I receive collect calls with Digital Phone?
Can I call 911 using Digital Phone?
What calling features does Digital Phone offer?
Digital Phone offers popular calling features at no additional charge such as:
- Call Waiting, so you never miss an important call at home
- Caller ID, so you can find out who's calling before you answer
- Call Waiting with ID, so you can find out who's calling before you click over
- Speed Dial, for easy dialing
- Call Forwarding, so you can receive your calls anywhere.
Can I receive collect calls with Digital Phone?
Yes, you can receive most collect calls. Collect call charges will appear in a lump sum on your monthly bill in a line called Directory Assistance and Operator Services. Account details are available to you at www.twcdigitalphone.com by clicking 'My Account'.
Can I call 911 using Digital Phone?
Yes, absolutely. Safety is an important consideration and Digital Phone provides enhanced 911 service. Please note that if there is a power outage that affects your cable signal, your Digital Phone service will not be available until the power is restored.