Residential Phone FAQs: Equipment & Service

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Frequently Asked Questions

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Installation, Equipment, & Service
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How long will it take for my Digital Phone service to be installed?

Please check with your local Time Warner Cable office. A typical installation takes approximately 60-90 minutes.


Do I need to be home for the installation of Digital Phone service?

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 the time of installation.

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What should I do if I cannot be home for my Digital Phone service 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 on your behalf. The individual you designate will be responsible for approving the Digital Phone service installation and signing the subscriber agreement, plus other important documents. Call your local Time Warner Cable office to designate a replacement to act on your behalf.

If you are unable to find a replacement to act on your behalf, it is very important to call to reschedule your installation appointment a minimum of two business days before your appointment. Failure to notify Time Warner Cable a minimum of two business days in advance of your scheduled appointment could possibly result in temporary loss of telephone service at your home.

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I was not at home for my Digital Phone service installation and now my phone is not working. What should I do?

Contact Time Warner Cable immediately. If you have access to a cell phone or a friend's phone, call your local Time Warner Cable office. If you do not have access to phone, send an email to us reporting that your phone is out-of-service and that you need to reschedule your installation appointment.

Your phone is out-of-service because without access to your home, the Time Warner Cable technician was unable to effectively complete your installation and test your Digital Phone service. You must contact Time Warner Cable in order to complete your installation and restore service to your phone.

If you will be unable to be home for your next installation appointment, please designate a friend or family member age 18 or older to act as a replacement 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, you must call Time Warner Cable to reschedule your installation appointment a minimum of two business days in advance of your scheduled appointment. Failure to notify Time Warner Cable a minimum of two business days in advance of your scheduled appointment could possibly result in temporary loss of telephone service at your home.


Do I have to keep the Digital Phone service modem in a specific location?

If you are a current Time Warner Cable High Speed Online customer, the installation will involve switching out your existing High Speed cable modem for a new Digital Phone service modem. The new modem should remain with your computer so that you can use it for High Speed Online access as well. A phone outlet also needs to be nearby to complete a typical installation.

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How will I know when my Digital Phone service has been activated?

Your Digital Phone service will be activated when our Time Warner Cable technician has completed installation of your Digital Phone service.

During installation, your Time Warner Cable technician will give you a Welcome Kit that summarizes the calling plan and features that come with your Digital Phone service. When you receive your Welcome Kit, be sure to look it over to make sure you understand all aspects of your Digital Phone service.


Does Time Warner Cable provide technical support for Digital Phone service?

Yes. Time Warner Cable provides complete support for all of our services and Digital Phone service is no different. Email us or call technical support at your local Time Warner Cable office.


Who maintains the Digital Phone service modem used for Digital Phone?

Time Warner Cable maintains the Digital Phone service modem. One of the greatest benefits of Digital Phone Service is that Time Warner Cable automatically upgrades your equipment to the latest technology when we install the Digital Phone service modem.

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Do I have to buy any additional equipment to use Digital Phone service?

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 service. It makes no difference whether you have 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 will work with Digital Phone service.


Can I use my existing cordless home phone with Digital Phone service?

Yes. Cordless home phones will work with Digital Phone service.

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Will my monitored security system work with Digital Phone service?

Digital Phone will work with most monitored home security systems. In the event that Time Warner Cable installs and configures Digital Phone with your home security system, we recommend that you test the proper operation and communication aspects of the alarm system before and after your Digital Phone installation.

Digital Phone does not include back-up power and, as in the case with an electric-powered home cordless phone, should there be an outage, Digital Phone, including the ability to access 9-1-1 services, will not be available. Additional charges apply for taxes, fees, Directory Assistance, Operator Services and calls to International locations. Offer valid for residential customers in Digital Phone serviceable areas


Will my Caller IQ phone with Low Cost Routing (LCR) feature (included in some phones made by Sharp, Casio, and Panasonic) work with Digital Phone service?

Yes, but you may not need your Caller IQ phone with Low Cost Routing (LCR) feature any longer. Time Warner Cable's Digital Phone service calling plan includes unlimited long distance calling in the United States for one simple price as low as $39.95 per month.

The Caller IQ phone with LCR feature may actually prevent you from making long distance calls with Digital Phone service. If this occurs, we advise that you consult your telephone user manual to turn off your LCR feature.


Will my dial-up Internet Service Provider work with Digital Phone service?

At this time, Digital Phone service does not include support of 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 - EarthLink and Road Runner High Speed Online.

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Will Digital Phone service work with Home Networking?

Yes, Digital Phone service should have no negative impact on Home Networking.


Will my fax machine work with Digital Phone service?

Fax success rates with Digital Phone service can be comparable to that of traditional landline service, but performance will vary in different locations. Please contact your local Time Warner Cable customer service office to learn more about fax compatibility in your area.


Will my Caller ID display work with Digital Phone service?

Yes. Caller ID display equipment works with Digital Phone service.

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How do I use Caller ID?

To use the Caller ID features you must have Caller ID display equipment or a phone with Caller ID built in. When a call comes in, the identity of your caller appears onscreen. Most Caller ID displays automatically log all incoming calls, so you can see any call you miss when you're away. Caller ID is included at no extra charge as part of the Digital Phone service.


How do I use Speed Dial?

Press *74; listen for the stutter tone and choose a digit from 2 to 9.
Enter the 7 or 10-digit number (dialing 1 first whenever it applies) that will be speed dialed and wait for confirmation tone.
Press the chosen digit (from 2-9) followed by the # (pound) sign and the system will speed dial the telephone number that correlates to the chosen digit.
You can store up to eight numbers at one time.
To change any of the stored numbers simply repeat the process with the new desired telephone number.


How do I use Call Forwarding?

Press *72; listen for three short beeps and then a dial tone; enter the 7 or 10-digit number where calls will be forwarded and wait for the confirmation tone.
After the confirmation tone, the system will automatically place a courtesy call to the forward-to number. If the forwarded-to party answers the courtesy call, the feature is activated.
If at set up time, the forward-to line is busy or there is no answer to the courtesy call, the feature is not activated. You can still activate Call Forwarding by repeating the activation procedure within two minutes of the first attempt.
You will hear an error message if the forward-to number is invalid. Calls will continue to forward to the chosen number until deactivated.
If you have Voice Mail, your calls and calls that would turn into Voice Mail will continue to go to the forward-to number thereby bypassing Voice Mail.
You must remember to deactivate Call Forwarding by pressing *73 and waiting for the deactivation confirmation tone.

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How do I use Call Waiting?

Call Waiting alerts you when there's another incoming call by allowing you to put the first caller on hold while you answer the incoming call.

You will be alerted to another incoming call by a tone you will hear during an existing call. When you hear that 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 your first call, press and release the receiver or 'flash' button again.


How do I cancel Call Waiting?

You can cancel Call Waiting by dialing *70, wait for a dial tone, and then dial the number you are calling.


Does Digital Phone service offer Voice Mail?

Yes. Voice Mail is available for just $3.95 per month and with it, you can retrieve messages at home or when you are away from home.


Does Digital Phone service offer a calling card?

Please contact your local customer service for questions about calling cards.

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