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All Account and Billing FAQs
Account and Billing Categories
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Billing
- What are your installation fees?
- When does my cable bill arrive in the mail?
- What if I am late paying my bill? Do I get a late fee, if so when?
- Why doesn’t my last payment show on my bill?
- Why is my bill more (or less) than usual?
- What do I do if I want to change the name on my TWC bill?
- Can I have my bill sent to another address instead of the service address?
- If I have a roommate, can they be billed separately for their service?
- Do I get billed separately for digital home phone from other TWC services I receive?
- I lost my current statement; where do I mail my payment?
- Is there a deposit required to get TWC service?
- Why do I pay more than my neighbor when we have the same service?
- Is there a senior discount available in my area?
- Does TWC have a discounted rate for low-income subscribers?
- Can you further explain the "Partial Month" line on the bill?
- How do I read my statement?
- Why does TWC bill one month in advance?
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Payment Options
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MyServices
- What is MyServices?
- What does MyServices include?
- How do I sign in to MyServices?
- How do I set up a Time Warner Cable Username and Password?
- What if I forget my Username or Password?
- How do I find my customer code, if I am a Paperless Billing customer?
- How can I get my customer code if I don’t have a paper or paperless bill handy?
- Why do you need my email address to register for MyServices?
- What if my Username and Password aren’t working and I cannot login?
- What do I do if “Forgot your Username” or “Forgot your Password” don’t work?
- What features should I expect to see once I have signed in?
- If I upgrade or downgrade my Time Warner Cable Services, will I see those changes automatically reflected on MyServices pages?
- When will I see incoming calls on my MyServices page?
- How many incoming calls will I see in my MyServices Home Phone tab?
- Who has access to MyServices information?
- Who do I contact if I am having problems signing in?
- Can I transfer MyServices Online ID to someone else?
- How can I change my billing address?
- How do I change my e-mail address?
- How do I change my security questions?
- How can I opt-out of receiving emails and notices from MyServices?
- Can I confirm, cancel or reschedule a service date through MyServices?
- What if I can’t see one of the tabs in MyServices or if I’m subscribed to a service and the information does not display?
- What if I want records of inbound calls or calls not shown in the MyServices Home Phone section?
- How do I know that my order has been placed?
- When is my order processed and my installation sent out?
- How can I check the status of my order?
- When do I get billed once my account is active?
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PayXpress
- What is PayXpress?
- Is there a charge for using PayXpress?
- How do I pay my bill online through PayXpress?
- What do I need to register for PayXpress?
- What are the the minimum system requirements for PayXpress?
- What is a Customer Code?
- Why do I need my Customer Code?
- Where do I find my Customer Code?
- Who should I call if I need assistance with my Customer Code?
- How do I automatically pay my monthly bill statement?
- Why would I want to automatically pay my monthly bill statement?
- How do I stop receiving my paper bill statement each month?
- If I receive my paperless bill statements online, am I free to change my mind and begin receiving paper bill statements again?
- What is a Recurring Payment?
- What is a One-Time Payment?
- What different ways can I pay my bill online?
- What is reflected in the amount due total on my Pay Bill page?
- Is it possible to view last month’s bill statement online?
- Will I receive an email notifying me that my bill statement is available to view and pay each month?
- How do I stop recurring payments once enrolled?
- Where may I locate a copy of the PayXpress Terms and Conditions?
- Moving? I am moving to a new address, how do I transfer my PayXpress account to my new address?
- Moving and want to order service? I am moving soon and want to order service for my new address. However, the current residents have Time Warner Cable service and the online system will not permit a service to be ordered for an address that already has service. So what do I do?
- How secure is my bill payment and personal information?
- How do I update my credit card, debit card, and bank or savings account information for my Recurring Payment?
- How do I sign into PayXpress?
- How am I able to view my bill statements online?
- If I sign up for PayXpress, must I pay my bill online?
- How do I view my statements?
- How long may it take for my request to Go Paperless to go into effect?
- How does Paperless Billing work?
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Moving or Transfer of Service
- I am moving and would like to transfer my Time Warner Cable service to my new address.
- I am moving out of state at the end of this month. However, my roommate is staying and would like to have the cable transferred to her name. How do we go about doing this?
- Is there a charge to transfer my service?
- When I transfer my service, am I able to transfer the account to my spouse's name at the new location?
- What happens if my new address is not in a Time Warner Service area?
- What if I am moving to another Time Warner Cable area and want to transfer my service?
- What if I am moving a short distance, and will stay in the same city and want to transfer my service?
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Policies
- What is the On-Time Guarantee?
- What is your disconnection policy?
- What is your Money Back Guarantee?
- Am I on a contract with my Time Warner Cable services?
- What if a Time Warner Cable technician accidentally breaks or damages my equipment?
- Does Time Warner Cable have seasonal/vacation hold?
- What do I do if my home is burglarized and my Time Warner Cable equipment is stolen?