Get the Details on TWC’s Plan to Transform TV & Internet Experience
January 30, 2014 By: Andrew Russell Senior Director, Editorial Services
• Earlier this month, TWC’s Chairman and CEO Rob Marcus wrote a blog post about how we are rededicating ourselves to providing superior customer service. Today, we’re announcing a major step in that initiative – a plan to transform the Time Warner Cable customer experience, beginning with our two largest markets, New York City and Los Angeles.
• We’re calling it “TWC Maxx” for now, but it will have its own brand name when it launches later this year. Highlights include major improvements and upgrades to our network to enhance reliability; substantial Internet speed increases across all our tiers – including new Ultimate speeds of 300 x 20 Mbps; and a dramatically improved TV experience with advanced set-top boxes, a six-tuner DVR, better interfaces and navigation, and expanded On Demand library.
• While we’re launching in NYC and LA first, we’ve already started making some of these improvements in other markets, too. Our plan is to roll out the new customer experience to most other areas in 2015-2016.
• To paraphrase Rob, it’s a new era for Time Warner Cable. We’re energized about the future, and we look forward to carrying on our long tradition of delivering great experiences for our customers.
• For more details about today’s announcement, we’ve included below an infographic that outlines the major enhancements as well as the full text of our press release.
Here’s the infographic:
Time Warner Cable recently changed the names of many of our services and packages. Your price, and the channels, speeds or features in your package, did not change.
What are Time Warner Cable's new TV service names?
Our TV service names are now Preferred TV, Standard TV and Starter TV, depending on your level of service.
- Preferred TV is the new name for our most common level of service, formerly known as Digital Cable in many markets. This includes Starter TV, Standard TV and Variety Pass, which includes some of our best, and your favorite, cable programming.
- Standard TV refers to Basic Service with additional cable programming.
- Starter TV is the new name for our Basic Service Tier.
The new service names replace older names including Basic, Broadcast Basic, Standard Cable, or Digital Cable, among others. You will see the new names on your monthly bill statements beginning in November, 2013.
Here’s the press release:
NEW YORK, NY, January 30, 2014 –Time Warner Cable customers in New York City and Los Angeles will be the first to benefit from major enhancements that will transform their service as they know it. The new experience includes best-in-class reliability, ultra-fast Internet speeds and state-of-the-art television services.
This new customer experience, currently dubbed “TWC Maxx” will have its own brand name at the time of launch later this year.
“With ‘TWC Maxx,’ we’re going to essentially reinvent the TWC experience market–by-market,” said Chairman and CEO Robert D. Marcus. “We’ll triple Internet speeds for customers with our most popular tiers of service, add more community WiFi, dramatically improve the TV product and, perhaps most importantly, we’ll set a high bar in our industry for differentiated exceptional customer service. We’re focused on providing the features and benefits that matter most to our customers.”This elevated focus has three key components:
ROCK-SOLID NETWORK RELIABILITY
As Time Warner Cable embraces new network performance standards companywide, the first phase of this initiative in NYC and L.A. will include a stringent review and upgrade of every network connection site(referred to as hubs) to ensure optimum service levels are delivered to every neighborhood. Each TWC hub serves thousands of customers with phone, video and data services. The first four hubs to receive upgrades are those that service customers in West Hollywood and Costa Mesa in California, and portions of Woodside (in Queens) and Staten Island in New York. The Company will complete its transformation of the customer experience in both major markets by year-end.
Additionally, TWC will begin to convert its network in Los Angeles to “all-digital” by removing all remaining analog TV channels. This process opens up new bandwidth in the network to be redeployed for faster broadband speeds and other enhanced services. In 2013, TWC completed an all-digital network conversion in New York City.
This newly designed experience will make doing business with Time Warner Cable more convenient than ever by offering a majority of customers an appointment time for the technician’s visit. TWC also will introduce a number of same-day appointments in the upgraded service areas. Already, the Company offers one-hour service windows across its footprint.
INTERNET CUSTOMERS GET BIG SPEED BOOST
As each hub site upgrade is completed, TWC’s Internet customers in every tier of service served by those hubs will see substantial upload and download speed increases. Customers in the Standard and above tiers of Internet service will be guaranteed the latest generation modems including Advanced Wireless Gateways for Turbo to Ultimate tier customers. Internet customers with the following current speeds will receive new download/upload speeds:
Current Mbps Speeds Up to New Mbps Speeds Up to
Everyday Low Price Customers 2/1 3/1
Basic Customers 3/1 10/1
Standard Customers 15/1 50/5
Turbo Customers 20/2 100/10
Extreme Customers 30/5 200/20
Ultimate Customers 50/5 300/20
Additionally, TWC will continue its expansion of free, unlimited use of public WiFi in both markets.
All Business Class customers and residential customers with Standard or above Internet service will get fast, reliable connections for all their wireless devices on the go. A current coverage map of the TWC WiFi® network is available at twc.com/wifi
NEW TV EXPERIENCE WITH MORE CONTENT, BETTER INTERFACES AND NAVIGATION
As the Company continues its introduction of a new slate of next-generation video services including simplified navigation, more program information, a new On Demand portal and better search capability across its footprint, it will accelerate the rollout of new features to its TV customers in NYC and L.A. Additionally, Time Warner Cable ultimately will increase its On Demand library of content to nearly 75,000 hours. Later in 2014, customers in these markets will have the option to lease an advanced set-top box with the capacity to record up to 12 times more content, and the flexibility to watch and record programs on six different channels simultaneously.
“We’re introducing significant changes in how customers will enjoy and use our services, and we’re changing how we think about and conduct business inside Time Warner Cable,” said Dinni Jain, Chief Operating Officer. “We’ve listened closely to our customers and all of the changes we’re introducing are 100% based on their expectations and needs.”
http://www.twcableuntangled.com/2014/01/get-the-details-on-twcs-plan-to-transform-ctv-internet-experience/Edited by bgooch - 2/1/14 at 6:48pm