Purpose: Use this reference guide to effectively communicate the new process customers will use for creating a TWC ID. Mobile Manager Call History

Transcription

1 Purpse: Use this reference guide t effectively cmmunicate the new prcess custmers will use fr creating a TWC ID. Overview Beginning n January 28, 2014 (Refer t yur Knwledge Management System fr specific launch dates fr yur market), Time Warner Cable will rll ut a new nline registratin prcess that residential custmers will use t create a TWC ID if they d nt already have ne. The TWC ID is used by custmers t access the fllwing applicatins: Myccunt (frmerly MyServices) TWC TV My TWC WiFi Finder ViceZne Mbile Manager Call Histry TWC Partner sites (HBO G, Max G, Watch DVR Manager ESPN, etc.) NOTE: TWC ID will nt wrk with TWC r the TWC IntelligentHme applicatin. Each has a separate ID registratin prcess. New Prcess Differences Differences Benefits Custmers can nw identify if they already It will save time fr ur custmers have a TWC ID Custmers d nt need t start the prcess by entering an address TWC ID Registratin Prcess simple prcess that will take minutes t cmplete The new prcess is nw streamlined int the fllwing fur steps fr ur custmers: Step 1: Lk up the accunt Step 2: Verify persnal infrmatin (NOTE: This step is nly necessary fr custmers registering away frm hme) Step 3: Create a prfile Step 4: dd security infrmatin Custmers can initiate the TWC ID registratin prcess by visiting the Myccunt hme page and clicking the Register fr a TWC ID buttn. December 2013 Fr Internal Use Only v1 1

2 Step 1: Lk up the accunt Custmers registering at hme nly need t prvide their zip cde and the phne number assciated with the accunt. This is because TWC autmatically detects their MC ddress which is used t verify the accunt. Custmers registering away frm hme need t prvide additinal accunt verificatin infrmatin (utlined in Step 2) POTENTIL ERROR MESSGES IN STEP 1 N ccunt Match Errr This errr appears if a custmer prvides a zip cde in a TWC ftprint and a valid phne number, but n active accunt is fund. The custmer can try entering a valid phne number r the accunt number t lcate the accunt NOTE: sample bill image highlighting the lcatin f the accunt number will be displayed that is specific t the custmer s market. Invalid ccunt Number Errr This errr appears if the phne number and zip cde prvided matches multiple active accunts in the billing system. The custmer must prvide the TWC accunt number in rder t have a single match fr the accunt attempting t register fr TWC ID TWC ID Exists Errr When custmers attempt t create a new TWC ID and ne is already included n the accunt, this errr will appear. This usually ccurs due t ne f the fllwing reasns: 1) nther member f the husehld registered fr a TWC ID previusly 2) The custmer is nt aware that the TWC ID created fr ne site/app can be used fr all sites/apps (excluding and TWC IntelligentHme) December 2013 Fr Internal Use Only v1 2

3 Step 2: Verify Persnal Inf (This step nly appears fr custmers registering away frm hme) When custmers register away frm hme, they need t prvide additinal accunt verificatin infrmatin by including ne f the fllwing: TWC Custmer Cde* Last 4 digits f credit card number n file* Last 4 digits f the bank accunt number n file* Last 4 digits f the accunt hlder s Scial Security Number Last 4 digits f the accunt hlder s driver s license Date f birth ccunt PIN Last amunt paid *NOTE: Custmers can register using any f the abve methds; hwever, fr security reasns, registering using the TWC Custmer Cde, last 4 digits f the credit card n file, r last 4 digits f the bank accunt number n file are the nly methds that will prvide them access t: View current and past billing statements Enrll in paperless billing Details related t Hme Phne, including current phne services and phne equipment ViceZne When finished, custmers can prceed t step 3 f the prcess December 2013 Fr Internal Use Only v1 3

4 Step 3: Create Prfile On this screen, custmers will enter the fllwing infrmatin: ddress: This is used t send a cnfirmatin f the new TWC ID as well as any accuntrelated infrmatin r newsletters (ptinal) NOTE: Custmers can use their as their TWC ID by checking the Use as my username bx Username: If custmers did nt select the Use as my username bx, they must create a username here. The rules are belw: It must be 5-64 characters lng It cannt cntain spaces Passwrd: This is the passwrd assciated with the username. The rules are belw: It must be 8-16 characters lng It must cntain letters and numbers nly Include at least ne number It cannt match yur username It cannt repeat the same character 3 times in a rw Cnfirm Passwrd: Enter the passwrd again Terms f Use: Custmers must check this bx t accept the Terms f Use befre cntinuing thrugh the registratin prcess December 2013 Fr Internal Use Only v1 4

5 Step 4: dd Security Infrmatin Custmers will prvide answers t tw security questins that will be used t verify their identities if they have truble accessing their accunts The answers must: Be 3 t 255 characters lng Cntain nly letters, numbers, spaces, and dashes The answers are nt case-sensitive and can include mre than ne wrd Cnfirmatin Registratin Cmplete This screen appears when custmers cmplete the registratin prcess. Infrmatin regarding hw they can use their TWC ID t access their accunt and access live TV can be fund here. December 2013 Fr Internal Use Only v1 5

6 TWC ID Registratin Fs Hw can I find ut if I already have a TWC ID/username r what shuld I d if I frgt my TWC ID/username? Select the Frgt Username? link n the Myccunt hmepage and fllw these three easy steps: 1. Enter the address assciated with yur TWC ID 2. Click Submit 3. Yur TWC ID/username will be displayed n the next screen If yur address is assciated with mre than ne TWC ID, yu will need t cntact us at TWC-HELP ( ) t btain this infrmatin. NOTE: T access Myccunt please visit: twc.cm/myservices What shuld I d if I frgt my TWC ID passwrd? Reset Yur Passwrd If yu cannt remember yur Passwrd, click the Frgt Passwrd? link n the Myccunt hme page and fllw these fur easy steps. 1. Enter yur TWC ID/username 2. Click Cntinue 3. Prvide the answer t yur security questin 4. Create yur new Passwrd Please nte that if yu cannt remember the answer t yur security questins, yu will need t cntact us at TWC-HELP ( ) t btain this infrmatin. NOTE: T access Myccunt please visit: twc.cm/myservices December 2013 Fr Internal Use Only v1 6

7 Hw d I knw my TWC ID/username and passwrd are secure? Myccunt des the fllwing t ensure that yur infrmatin is secure: SSL (secure sckets layer) t ensure yur cnnectin and infrmatin is secure 128-bit encryptin t make yur infrmatin unreadable as it passes ver the Internet The registratin prcess requires yu t verify that yu are the primary accunt hlder thrugh yur Custmer Cde and an cnfirmatin. Yu will be ntified by f any changes t yur Username, Passwrd, Security uestins r ddress. T prevent unauthrized access t yur accunt infrmatin, we will lck yur accunt after five unsuccessful lgin attempts If yu access Myccunt frm a public cmputer, d nt check the Remember Me bx, as this will stre yur TWC ID/username n that cmputer. fter yu lgut f Myccunt, be sure t clse yur brwser as an added security measure. Wh can I cntact if I m having prblems signing in with my TWC ID/username? If yu are unable t retrieve yur TWC ID/username r passwrd nline, please Chat Online r Cntact Us. If yu have Hme Phne service, yu can als call 611 directly t speak t an agent. December 2013 Fr Internal Use Only v1 7