Digital Equipment for New Video Connects / Reference Guide

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1 / Reference Guide Purpose: Use this Reference Guide to understand changes to the digital equipment policy for new video subscribers. Overview Beginning February 24, 2015, Time Warner Cable (TWC) will revise existing policy as it pertains to new video customers to require that all televisions connected to TWC outlets utilize a piece of digital equipment to establish video connection. This digital equipment can be a Digital Video Recorder (DVR), Digital Set-Top Box (STB), Digital Adapter (DA), or CableCARD (CC). The emphasis of this initiative will be concentrated on markets that (1) are not slated to execute the MAXX DCI project in 2015 and (2) have not already finished DCI and encryption. The label, non-dci will be used to describe these markets. Non-DCI Markets: New England (Excluding DCI footprint Hudson Valley, NY Wilmington, NC Augusta fed Motorola areas*) Binghamton, NY / Syracuse, NY Albany, NY San Antonio, TX Buffalo, NY / Rochester, NY Lincoln, NE Hawaii San Diego, CA /Desert Cities, CA Mid-Ohio South Carolina Wisconsin Greensboro, NC Southwest Ohio Insight Columbus Systems Northeast Ohio *For a complete list of towns, please visit the following KEY article: px#communities The first step is to stop selling video services without digital equipment on all TVs. Customer Impact New video orders without digital equipment will no longer be available. Every new video order must include a DVR, STB, DA, or CC for every TV. Beginning February 24 th, all work orders entered will require digital equipment on all TVs. Policy enforcement date will be the date of order entry into the billing system. Who is impacted? Residential customers All new video customers in non-dci markets Any existing customer upgrading to add video service in a non-dci market Restarts at same address NOTE for Tech Ops: Applies to new installations only. Any new video customer requesting activation of additional cable outlets that are not indicated on their initial work order will need to have digital equipment added to the work order. 1

2 Who is not impacted? Areas that do not deploy DAs (refer to pages 5 & 6 of this guide) Existing video customers Reconnects at same address All transfer customers in non-dci markets Starter TV ONLY customers Digitized and encrypted markets and areas Commercial services Seasonal plan customers Complimentary and employee accounts Bulk Subservient, including Corporate Housing, Student Housing, and Assisted Living TWC TV, Roku, FanTV, or any IP-delivered video service NOTE for Tech Ops: Does not apply to trouble calls from existing video customers Delivering the Message to New Video Customers and Existing Customers Adding Video Service We need to take time on every order of video service to determine how many total TVs a customer has and the digital equipment needed for each TV and the associated costs. Digital equipment will now be required on every TV of every new video installation order entered into the billing system. Talking Points: We are revising our digital equipment policy for new video customers. Beginning February 24 th, customers will need digital equipment on every cable TV to ensure continued access to video services. While we do not require that a customer have a STB instead of a DA on the primary outlet, we do strongly recommend this because of the increased functionality of a STB. o A Digital Adapter is a very simple device that provides improved picture and sound quality access to Starter TV and Standard TV channels only. Works with SD and HD TVs Basic channel tuning with remote control to offer the following channels: Basic and Standard channels in standard definition digital format Broadcast HD and digital multicast o A STB can access all TWC 300+ video channels (Starter TV, Standard TV, and Preferred TV channels) plus On Demand, Start Over, and Look Back. It also provides a Guide, plus nearly 50 music channels. NOTE: Start Over, and Look Back are not available in all markets. Refer to pages 5 & 6 of this guide. We are in the process of transitioning our video services to a digital-only signal. Once complete, the entire channel line-up will be digital and encrypted, and customers will no longer be able to view their channels without a DVR, STB, DA, or CC. By requiring all new video customers to have digital equipment on any TV connected to a cable wall outlet, customers will not lose any valuable programming when this change takes place. We are saving customers time and potential frustration from having to install digital equipment themselves or pay for professional installation later. Customers will be prepared and will not need to take any further action when we start converting the lineup to all-digital channels. 2

3 Frequently Asked Questions Why is TWC making this policy change? We are in the process of transitioning our video services to a digital-only signal. Once complete, the entire channel lineup will be digital and encrypted, and customers will no longer be able to view their channels without a DVR, STB, DA, or CC. By requiring all new video customers to have digital equipment on any TV connected to a cable wall outlet, customers will not lose any valuable programming when this change takes place. Digital conversions have already been completed in some markets, including Los Angeles and New York City, and are currently ongoing in many other TWC service areas. The vast majority of our competitors require that customers have digital equipment on all cable outlets today. When will you be digitizing my area? The schedule for digital conversion in your market is currently under review. Digital conversions have already been completed in some markets, including Los Angeles and New York City, and are currently ongoing in many other TWC service areas. Are you doing this because of the pending Comcast merger? No; Time Warner Cable is a still a separate company. We are continuing operations as planned, including our network upgrades and improvements to customer service and reliability. Why will you be digitizing my channel lineup? The digital conversion will improve picture and sound quality, and will allow us to offer even more HD choices, On Demand titles, faster Internet speeds, and enhanced Home Phone services. Encryption protects programming so that it cannot be viewed without authorization. This will allow us to automate certain functions and reduce the need for customers to schedule in-home appointments, providing you with a better customer experience. Does this revised policy impact existing customers? We are only requiring that all new video customers have digital equipment for every TV at this time. Refer to page 1 for a list of impacted customers. I m a new customer who placed my video service order prior to February 24 th, but my installation date is March 2 nd. Am I required to have digital equipment on all my outlets? This policy will apply to all impacted customers at the time of order entry. Since you placed your order prior to the policy effective date, you are not required to have digital equipment on every outlet to ensure continued access to video services. You should be aware that we are in the process of transitioning our video services to a digitalonly signal. Once complete, the entire channel lineup will be digital and encrypted, and you will no longer be able to view your channels without a DVR, STB, DA, or CC. Do our competitors require digital equipment? The vast majority of our competitors require that customers have digital equipment on all cable outlets today. 3

4 What is the difference between a Digital Set-Top Box and a Digital Adapter? A Digital Adapter is a very simple device that provides improved picture and sound quality access to Starter TV and Standard TV channels only. o Works with SD and HD TVs o Basic channel tuning with remote control to offer the following channels: Basic and Standard channels in standard definition digital format Broadcast HD and digital multicast A STB can access all TWC 300+ video channels (Starter TV, Standard TV, and Preferred TV channels) plus On Demand, Start Over, and Look Back. o It also provides a Guide, plus nearly 50 music channels. o NOTE: Start Over, and Look Back are not available in all markets. Refer to pages 5 & 6 of this guide. Why can t I just return my digital equipment to the retail store and connect my TV directly to the wall? I still get a video connection when I plug directly into the wall outlet, so why do I need to pay for additional equipment now? While you may be able to connect to our video services right now, we are in the process of transitioning our video services to a digital-only signal. Once complete the entire channel lineup will be digital and encrypted, and customers will no longer be able to view their channels without a DVR, STB, DA, or CC. By requiring all new video customers to have digital equipment on any TV connected to a cable wall outlet now, they will not lose any valuable programming when this change takes place. Why are you charging me for a DA when they have been free in other markets or have been free in the past? We do have limited time offers for certain existing customers where the digital conversion is taking place, but we are revising our digital equipment policy for digital equipment on all TVs going forward. DAs are available at the current retail rate. What if I want to get TV services from TWC but refuse equipment on any outlets, including my primary outlet? After reinforcing the benefits of equipment and reinforcing the policy, if the customer still refuses to get equipment, tell them you are very sorry but cannot complete the work order without equipment. 4

5 Non-DCI markets Areas to Apply New Policy New England (Excluding DCI footprint Hudson Valley, NY Wilmington, NC Augusta fed Motorola areas*) Binghamton, NY / Syracuse, NY Albany, NY San Antonio, TX Buffalo, NY / Rochester, NY Lincoln, NE Hawaii San Diego, CA /Desert Cities, CA Mid-Ohio South Carolina Wisconsin Greensboro, NC Southwest Ohio Insight Columbus Systems Northeast Ohio *For a complete list of towns, please visit the following KEY article: aspx#communities Markets/Areas without DAs and without Look Back and Start Over Areas to NOT Apply New Policy DAC 1 Former New Wave KY DAC Merlin/Peakview Richlands, VA DAC MWDAC 1 / Kiwi Shawneetown, KY Madison, IN Newburgh, KY Rockport, KY Owensboro, KY Richmond, KY Winchester, KY Mt. Sterling, KY Paris, KY Georgetown, KY Morehead, KY Nicholasville, KY Berea, KY London, KY Lebanon, KY Versailles, KY Harrodsburg, KY Ironton, OH New Haven, KY Ashland, KY DAC MWDAC 1 / New Wave Beaver Dam, KY Madisonville, KY Hopkinsville, TN Tiptonville, KY Dyer, KY Mayfield, KY Somerset, KY Corbin, KY Brownsville, TN Fulton, KY Knox, KY Liberty, KY Middlesboro, KY Calvert City, KY DNCS Dothan, AL Enterprise, AL Clarksburg, WV Terre Haute, IN 5

6 Mountain West Moscow, ID Pullman, WA Gunnison, CO Telluride, CO Yuma (LA) El Centro (LA) Coeur d Alene, ID RoTX Border Corridor, TX Laredo, TX Corpus Christi, TX NOTES: We recognize that over the past few years the labels for various markets as well as how they are arranged for our organization has been changed. We have made our best attempt to represent the current nomenclature and organizational structure for markets. The measuring stick for a market to be out of scope for the initial launch of this policy would be the fact that DAs have not yet been distributed to customers for any other initiative. If you know of a market not represented here that meets the definition of out of scope, please contact David Lewis Jay O Kieffe and Diana Smith 6

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