Distribution

TW Cable Beefs Up Residential Services App

New 4.0 Release of My TWC App Adds Equipment Troubleshooter, Service Alerts 7/22/2013 9:35 AM Eastern

Time Warner Cable has released a new version of its My TWC App that adds several features designed to help residential subscribers manage their services, including a component that can diagnose and troubleshoot equipment issues.

The 4.0 version of the app, offered on iOS and Android devices, also provides “up to the minute” service alerts and outage updates, and lets customers view real-time account information, including payment history for up to the pat 10 payments, directly from their smartphone or tablet.

On the troubleshooting front, customers can choose a symptom that describes an issue with the TV, Internet or home phone service, and the app will present a possible solution, including the option to reboot or reauthorize equipment.

The latest version of the app also features a redesigned home screen that provides an instant view of account info, such as billing balance, voicemail and appointments, as well as a directory that provides access to all  TWC apps and a dedicated screen for the MSO’s Wi-Fi service.

The MSO said more than 1.2 million customers have downloaded the My TWC App since its launch in December 2011.

“These latest enhancements give customers even more control over their TWC products and their service experience,” said John Keib, EVP and chief care and technical operations officer for Time Warner Cable, in a statement. “Our customers also want and expect no-hassle, real-time information about their entertainment and communications services. These expanded support features do exactly that.”

September