Help.twcable.com - Residential Services Subscriber Agreement

Residential Services Subscriber Agreement from Help.twcable.com. The live version of this document is available at http://help.twcable.com/html/twc_sub_agreement..... This document is a part of Docracy's Terms of Service Tracker project, which tracks changes to terms of service and privacy policy documents of many of the world's top websites.

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(b) If you fail to pay us in full by the due date on your billing statement, we may require that you pay us the following additional amounts:

(d) If your check to us “bounces” (or if your bank or credit card issuer refuses to pay us amounts you have previously authorized us to charge to your account), we may require that you pay us a fee.

(f) We may require a deposit or other guaranteed form of payment (for example, a credit card or bank account debit authorization) from you.  If you owe us money on any account, we can deduct those amounts from any existing credit you have with us or any security deposit you provide or, if applicable, charge them to the bank or credit card account you have authorized us to use.

(h) We are not required to notify you of offers we make available to others, or to lower your rates to equal those contained in such offers.
 
(i) You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive your right to (in other words, you will not be eligible to receive) a refund or credit.

(j) Since tax and regulatory rules are subject to interpretation, we have complete discretion in deciding what fees, taxes and surcharges to collect from you.  You waive (in other words, you are not eligible to receive) a refund of any fees that we collect from you and pay to any government or agency.  You can receive a list of the fees, taxes and surcharges we collect from: Time Warner Cable, 7800 Crescent Executive Drive, Charlotte, North Carolina, 28217; Attention: Subscriber Tax Inquiries.

(k) You cannot settle amounts you owe us by writing “paid in full” or any other message on your bill or check.

(l) If you provide us with a credit or debit card for billing or deposit purposes and the issuer gives you a new card on the account with a different expiration date, you authorize us to update our records to reflect the new expiration date and to continue to use the account as before.

(d) You may not move our Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). to any location other than the location where you initially received the Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service.. This is true even if you have moved to a new location and continue to pay us for the Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service..  You may not remove or alter our logos or other identifying information (for example, serial numbers) on the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled)..

(e) You must return the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). to us in good condition when the Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service. are terminated and, if you fail to do so, we have your permission to retrieve the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). from your premises at your expense.  You are responsible for applicable fees until we receive the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled)..  If we do not receive the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). within a reasonable amount of time after the Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service. are terminated, we are entitled to assume that you have lost the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled)..

(f) If the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). is lost, stolen or damaged, you must reimburse us (as “liquidated damages”) even if you are not at fault.  The liquidated damages amount for our Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). is available on request from your local TWC"TWC" means Time Warner Cable Inc. and the local TWC-affiliated cable operators that provide our Services, or any cable operator to whom we assign this Agreement. office.  You agree that this liquidated damages approach is reasonable in light of the difficulty of determining the value of the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). or the losses we could suffer if a third party improperly gained access to our Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service. using Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). we provided to you.

(g) The Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). we provide to you always belongs to us.  This includes Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). that is lost, stolen or damaged and that you reimburse us for.  If you recover previously lost or stolen Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). for which you reimbursed us during the prior year, you will return the Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). to us and we will return the money you paid to us.

(a) The Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service. we provide and the way we deliver them will change from time to time, in part due to our efforts to improve them.  These changes may impact the Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service. you receive today, or may require that you change your own equipment or its configuration, or lease new or additional Customer Use Equipment “Customer Use Equipment” means the converter boxes, cable modems, remote controls and other pieces of equipment that we provide to you for use inside your premises to receive the Services (and that you must return to us if the Service is cancelled). from us, to continue to obtain the full benefit of those Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service..  If you are under a promotional or other offering with a set price for a period of time, you are assured only that you will be charged the set price during the time specified. You are not assured that the Services"Services" refers to the services you buy from us.  These may include video, high speed data, wireless data and Digital Home Phone services, as well as equipment-based services like DVR service. you receive (or that our equipment and system requirements) will remain the same.

(b) If you intend to use the Digital Home Phone Service with a home security or medical monitoring system, you are responsible for making sure it works properly and for the cost of doing so. You should contact your home security or medical monitoring provider in order to test your system’s operation with the Digital Home Phone Service.

(e) Ensuring that your address is correctly listed with 911 databases normally takes between 24 and 120 hours from the time that you subscribe to Digital Home Phone service.  Enhanced 911 service (which includes your address information) will not be available until such databases are updated.

(b) Each HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. level may have a Maximum Throughput Rate“Maximum Throughput Rate” means the highest Throughput Rate that is provided by your level or tier of HSD or Wireless Data Service, without use of our Power Boost feature.  Our Power Boost feature may provide additional bursts of download speed over and above your Maximum Throughput Rate but only during the initial part of a download., a Bandwidth Limit“Bandwidth Limit” means the aggregate amount of upstream and downstream data that a high-speed data customer may send and receive in a prescribed period (for example, a monthly billing period). or other characteristics.  For more information, please review our Acceptable Use Policy or contact your local TWC"TWC" means Time Warner Cable Inc. and the local TWC-affiliated cable operators that provide our Services, or any cable operator to whom we assign this Agreement. office. 
 
(c) We can set or change the Maximum Throughput Rate“Maximum Throughput Rate” means the highest Throughput Rate that is provided by your level or tier of HSD or Wireless Data Service, without use of our Power Boost feature.  Our Power Boost feature may provide additional bursts of download speed over and above your Maximum Throughput Rate but only during the initial part of a download., Bandwidth Limit“Bandwidth Limit” means the aggregate amount of upstream and downstream data that a high-speed data customer may send and receive in a prescribed period (for example, a monthly billing period). or other characteristics of any HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. level.  If we do, we may put in place additional terms to address usage that is not consistent with the resulting HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. level.  For example, if we set or change the Bandwidth Limit“Bandwidth Limit” means the aggregate amount of upstream and downstream data that a high-speed data customer may send and receive in a prescribed period (for example, a monthly billing period). that applies to your HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. level and you exceed the limit, we may suspend your HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems., reduce your Maximum Throughput Rate“Maximum Throughput Rate” means the highest Throughput Rate that is provided by your level or tier of HSD or Wireless Data Service, without use of our Power Boost feature.  Our Power Boost feature may provide additional bursts of download speed over and above your Maximum Throughput Rate but only during the initial part of a download. or charge you for your excess usage.  You may need to subscribe to a more expensive HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. level or pay for additional bandwidth to avoid suspension or slower HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems..  We will notify you of any new or changed Bandwidth Limit“Bandwidth Limit” means the aggregate amount of upstream and downstream data that a high-speed data customer may send and receive in a prescribed period (for example, a monthly billing period). (or any material reduction in the previously published Maximum Throughput Rate“Maximum Throughput Rate” means the highest Throughput Rate that is provided by your level or tier of HSD or Wireless Data Service, without use of our Power Boost feature.  Our Power Boost feature may provide additional bursts of download speed over and above your Maximum Throughput Rate but only during the initial part of a download.) for your HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. level and any related terms.

(e) The HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. will attain Maximum Throughput Rate“Maximum Throughput Rate” means the highest Throughput Rate that is provided by your level or tier of HSD or Wireless Data Service, without use of our Power Boost feature.  Our Power Boost feature may provide additional bursts of download speed over and above your Maximum Throughput Rate but only during the initial part of a download. only in bursts and not on a guaranteed or consistent basis. The Throughput Rate“Throughput Rate” refers to the rate at which data can be transferred between your location and our facilities over a given period of time.  The Throughput Rates that we mention in our marketing and other materials refer to our Maximum Throughput Rates. you experience at any time will be affected by a number of factors, including"including" or "include" means inclusion without limitation. the nature of the Internet and its protocols, our facilities, the bandwidth we devote to carriage of protocol and network information, the condition and configuration of the equipment at your location, our use of Network Management Tools“Network Management Tools” are the tools and techniques we use to manage our network, ensure a quality user experience and ensure compliance with our Acceptable Use Policy.  Examples of some Network Management Tools can be found in our Acceptable Use Policy.  See http://help.twcable.com/policies.html or contact your local TWC office., data volume and congestion on our network and the Internet, the time of day you are using the HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems., the performance of the website servers you try to access, and the priority we give to our business subscribers’ data traffic. 

(g) The HSD Service requires the use of a cable modem.  We will provide you with a cable modem or you may obtain one separately.  If you use a modem that we have not approved for use on your TWC"TWC" means Time Warner Cable Inc. and the local TWC-affiliated cable operators that provide our Services, or any cable operator to whom we assign this Agreement. system, the HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. may not work properly.  For a list of TWC"TWC" means Time Warner Cable Inc. and the local TWC-affiliated cable operators that provide our Services, or any cable operator to whom we assign this Agreement.-approved modems, see http://www.timewarnercable.com/en/residential-home/support/topics/internet/buy-your-modem.html.
 
(h) Your OLP"OLP" or "On-line Provider" means a provider of on-line services that you may purchase with our broadband Internet service but that does not itself provide Internet connectivity. may have one or more separate agreements, policies or other terms covering some of your rights and obligations with regard to the HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. (for example, dial-up or wireless access to your OLP"OLP" or "On-line Provider" means a provider of on-line services that you may purchase with our broadband Internet service but that does not itself provide Internet connectivity. email). If your HSD Service"HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems. is terminated, you should contact your OLP"OLP" or "On-line Provider" means a provider of on-line services that you may purchase with our broadband Internet service but that does not itself provide Internet connectivity. to ensure that these other services are properly continued or discontinued.

(c) Even if you use the parental controls we provide, your household may be exposed to materials you find objectionable.

(b) TWC"TWC" means Time Warner Cable Inc. and the local TWC-affiliated cable operators that provide our Services, or any cable operator to whom we assign this Agreement. has no liability for service interruptions except that, if you lose all Video, HSD or Digital Home Phone Service for more than 24 consecutive hours and the cause of the outage was within our reasonable control, we will provide you a credit for that period if you request one.  If you experience a service problem with a VOD transaction, we will issue you a credit for the amount of the VOD purchase if you request one.  All credit requests must be made within 30 days of your next bill following the outage or service issue.

(c) We have no obligation to compensate you for service problems that are beyond our reasonable control.  Examples of problems beyond our reasonable control include"including" or "include" means inclusion without limitation. those caused by storms and other natural disasters, vandalism, terrorism, regulations or governmental acts, fires, civil disturbances, electrical power outages, computer viruses or strikes.

(a) Your privacy interests, including"including" or "include" means inclusion without limitation. your ability to limit disclosure of certain information to third parties, may be addressed by, among other laws, the Federal Communications Act of 1934, as amended, and the Electronic Communications Privacy Act. You grant us permission to collect, use or disclose your personal information as described in our Subscriber Privacy Notice.

(c) When you or members of your household use our interactive features, you may provide us or third parties with your personal information.  For more information regarding our collection, use and disclosure of your personal information, see our Subscriber Privacy Notice

(e) You are responsible for protecting the information needed to securely access your account information and verify orders (for example, your social security number or passwords that we may issue to you).  If someone else acquires this information (through no fault of ours), we may assume that you have authorized that person’s use of the information and we may provide your personal information to that person as if they were you.

(c) We may use automated dialing systems or artificial or recorded voices to call you.

Time Warner Cable
60 Columbus Circle, Rm 16-329
New York, NY 10023
Attn: Arbitration Opt-out

(a) "Agreement" means this Residential Services Subscriber Agreement, as amended from time to time.

(b) “Bandwidth Limit” means the aggregate amount of upstream and downstream data that a high-speed data customer may send and receive in a prescribed period (for example, a monthly billing period).

(g) "HSD Service" and "High Speed Data Service" means our broadband Internet service and wireless data services as well as any OLP’s service you receive through our systems.

(h) "including" or "include" means inclusion without limitation.

(k) "OLP" or "On-line Provider" means a provider of on-line services that you may purchase with our broadband Internet service but that does not itself provide Internet connectivity.

(n) “Throughput Rate” refers to the rate at which data can be transferred between your location and our facilities over a given period of time.  The Throughput Rates that we mention in our marketing and other materials refer to our Maximum Throughput Rates.

(b) We may terminate your Service at any time for any or no reason.

(b) If a court or similar body determines that a portion of a Customer Agreement is invalid or unenforce­able, the rest of the agreement should stand.  The invalid or unenforceable portion should be interpreted as closely as possible (consistent with the law in your area) so as to reflect the intention of the original.  The only exception to this is that described in Section 15 regarding Arbitration.

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