• What is my TWC Customer Username and Password?
    • Residential Customers:
      A TWC ID is a unique ID created by you that allows you to access and manage information on your TWC services, access TWC applications and more.
      If you do not already have one, register for a TWC ID now.
      Forgot your User name? No problem. Go to retrieve your TWC ID Username here.
      Forgot your Password? We can help you to reset your TWC ID Password.

      Business Class Customers:
      Use your Business Class email address or your My Account ID and password. For support on Business Class credentials, go to Time Warner Cable Business Class My Account.

      For additional log-in support, you can chat online or contact 1-888-851-9350.
  • TWC WiFi Hotspot FAQs
    • Who can use TWC WiFi® Hotspots?
      Access to TWC WiFi® and partner hotspots is free for all TWC Residential customers with minimum Standard or Extreme Internet service and all Business Class Internet customers.
    • How do I sign in to a TWC WiFi® Hotspot?
      First, make sure you are within range of a TWC WiFi® Hotspot and that the WiFi feature on your mobile device is turned on.

      Select a TWCWiFi network name from available wireless networks. You may see two options; TWCWiFi and TWCWiFi-Passpoint.

      TWCWiFi

      1. On selecting the TWCWiFi network name, open your browser and the TWCWiFi sign-in portal will appear.
      2. Sign-in using either your TWC ID and password or your TWC email address and password. If you are not a qualified customer, select the Guest Access tab to request a Free Trial or purchase a TWC Access Pass.
      3. Accept the terms and conditions and connect.

      TWCWiFi-Passpoint

      1. On selecting the TWCWiFi-Passpoint network name, your device's native sign in screen will appear
      2. Sign in using your TWC ID and password, follow prompts and connect.

      If you need additional assistance, please call our WiFi hotspot customer support hotline at 1-888-851-9350.

    • Is the TWCWiFi network name secure?
      The TWCWiFi network uses secure sign in and authentication protocols, but you should also always seek SSL secure websites (https://....) when conducting data sensitive transactions just as you would for any Internet use. If you want maximum security where your data has an additional layer of encryption, you can select the TWCWiFi-Passpoint network name when available and sign in using your TWC ID or My Account username and password.
    • How do I access free WiFi in NYC parks?
      If you're in a NYC Park where Time Warner Cable provides WiFi, all TWC Internet customers except those on Basic, Lite, Every Day Low Price or Essentials service tiers get free access on any of the TWC WiFi network names, just like they do at all other TWC WiFi® Hotspots. Non-qualified customers can also connect through either the TWCWiFi or GuestWiFi network names.
  • Free Trial and Access Pass FAQs
    • What is an Access Pass?
      If you don’t qualify for free access to TWC WiFi, you can still connect by purchasing an Access Pass. Prepaid access options are available using the TWCWiFi network name only (not on TWCWiFi-Passpoint) and is available for purchase on most hotspots, except in the NY Tristate area. You can purchase an Access Pass for an hour, 24 hours, 7 days or 30 days and before it expires can use it on other hotspots with the TWCWiFi network name. Your device will automatically connect to these hotspots but if you decide to use another device, you will need to sign in using the credentials created at the time of purchase. Each time you connect and open your browser, you will be notified how much time is left on your Access Pass.
    • Where can I connect using a Access Pass?
      After you have connected the first time with an Access Pass and provided your Access Pass has not expired, your device will automatically connect to most hotspots with the TWCWiFi network name without requiring sign-in. Some hotspots that broadcast the TWCWiFi network name will not support Access Pass because they are located outside the Time Warner Cable serviceable area.
    • How do I purchase an Access Pass?
      An Access Pass can only be purchased on the TWCWiFi network (not on TWCWiFi-Passpoint or CableWiFi).
      1. After selecting TWCWiFi, open your browser and you will be on the TWC WiFi sign in portal.
      2. Choose the Guest tab.
      3. Select Access Pass.
      4. Enter your email address and create a password and pin number for your account. Use these credentials if you want to connect on other devices, or to renew your Access Pass once expired.
      5. Provide the required payment information.
      6. Agree to the terms of service.
      7. Click Order to process your transaction.
      8. You are automatically signed in and ready to go.

      Your pass will be active for the amount of time purchased and you will receive an email confirming your purchase.

    • When does my Access Pass time begin?
      Your time begins when you sign in to the network and will remain active for the consecutive amount of time purchased. You may also refer to your confirmation email for detailed information.
    • Do I need to sign in every time I want to connect after I have purchased an Access Pass?
      No, after you have connected the first time with an Access Pass and provided your Access Pass has not expired, your device will automatically connect to other hotspots with the TWCWiFi network name within the Time Warner Cable serviceable area. If you decide to use another device, you will need to sign in using the credentials created at the time of purchase.
    • How do I find out how much time is left on my Access Pass?
      Each time you successfully connect to a TWCWiFi Hotspot and open your browser, a welcome page will show the time available on your Access Pass.
    • Is there a limit to the number of devices I can use to connect using my Access Pass?
      There is no limit to the number of devices, but only 3 devices can connect to the network at the same time. If you are using a new device, sign in using the credentials you created at the time of purchase.
    • How does the Free Trial work?
      The Free Trial begins when you first access the network on the device on which you made the request. If you disconnect before your time has expired, you may reconnect on the same device and use the remaining free time as specified. If you still want access at the end of the Free Trial period you can purchase an Access Pass starting at just $2.95/hour. If you always want free access to TWC WiFi Hotspots, sign-up for TWC Internet service at home with a minimum of Standard or Extreme speed tier.
    • How do I continue to get WiFi access after my Free Trial ends?
      You may purchase an Access Pass starting at just $2.95/hour or you can sign-up for TWC Internet service at home. Access to TWC's nationwide WiFi network free for all TWC Residential customers with minimum Standard or Extreme Internet service and all Business Class Internet customers. It's also free for Starter Internet customers in the Kansas City area.
    • What is a TWC Free Trial Promo code?
      Sometimes TWC Free Trial Promo Codes are handed out at events or through other marketing activities. If you have received a Promo Code for free access to TWC WiFi, connect to the TWCWiFi network name, open your browser, click on the Guest tab, select Free Trial and look for the option to enter in your code for free access. The Promo Code you were given will tell you how much free time you have using TWC WiFi.
  • CableWiFi FAQs
    • What is CableWiFi®?
      CableWiFi® is a wireless network name created through a collaboration of U.S. Internet Service Providers including Bright House Networks, Cablevision, Comcast, Cox Communications and Time Warner Cable. It gives our Internet customers access to a collective nationwide network of over 400,000 WiFi hotspots.
    • Who can access the CableWiFi® network?
      Access to the CableWiFi network is free for all TWC Residential customers with minimum Standard or Extreme Internet service and all Business Class Internet customers. It’s also free Starter Internet customers in the Kansas City area.
    • How do I sign in to the CableWiFi® network?
      1. Turn on the WiFi feature on your mobile device.
      2. Select the CableWiFi network name from available wireless networks.
      3. Open your browser.
      4. Select Time Warner Cable as your service provider.
      5. Enter your TWC ID and password.
      6. Accept the terms and conditions and connect.
      7. If you need additional assistance, please call our WiFi hotspot customer support hotline at 1-888-851-9350.
    • If I see both the TWCWiFi and the CableWiFi® network names, which one should I use?
      TWC customers should select TWCWiFi or TWCWiFi-Passpoint for maximum security as both networks are tailored for our customers. If you are traveling and don't see either network, look for CableWiFi.
  • TWC WiFi-Passpoint FAQs
    • What is TWCWiFi-Passpoint?
      TWCWiFi-Passpoint is a free, secure WiFi network option available to TWC customers with minimum Standard or Extreme Internet service, who want maximum security when they connect to the Internet on-the-go. TWCWiFi-Passpoint provides the same type WPA2™ enterprise grade encryption as your Home WiFi network, allowing you to send security-sensitive data when you're away from home.
    • What type of security does TWCWiFi-Passpoint network provide?
      The TWCWiFi-Passpoint network uses the latest generation security which is enterprise-grade WPA2™, providing a deeper layer of encryption for maximum security comparable to cellular networks.
    • How do I access TWCWiFi-Passpoint?
      Select the TWCWiFi-Passpoint network name when you are within range and you will be prompted for a username and password. Enter your TWC ID or My Account username and password to connect.
    • Can I connect to TWCWiFi-Passpoint using any WiFi enabled mobile device?
      Almost all recent smartphones, tablets and laptops have software embedded with WPA2 security protection which enables you to connect to secure hotspots such as TWCWiFi-Passpoint. If you are not presented with a prompt to sign-in, you may be using an older device that doesn't support WPA2. Please check your manufacturer's device specifications for support.
    • Is the process for signing in to TWCWiFi-Passpoint the same for all operating systems?
      The experience may vary depending on your device and operating system. Below are instructions for signing in using the some of the most common operating systems.

      iOS devices:

      1. Select TWCWiFi-Passpoint from the list of available networks on your device
      2. Enter your TWC ID or My Account username and password and click Join
      3. Click Accept

      Android devices:

      1. Select TWCWiFi-Passpoint from the list of available networks on your device
      2. Enter your TWC ID or My Account username in the “Identity” field
      3. Enter your TWC password in the "Password" field
      4. Click Connect

      Windows:

      1. Select TWCWiFi-Passpoint from the list of available networks on your device
      2. Enter your TWC ID or My Account username and password
      3. Click OK

      MAC:

      1. Select TWCWiFi-Passpoint from the list of available networks on your device
      2. Enter your TWC ID or My Account username and password
      3. Click Join
    • Who can access TWCWiFi-Passpoint?
      Access to TWCWiFi-Passpoint and partner hotspots is free for all TWC Internet customers except those on Basic, Lite, Every Day Low Price, and Essentials service tiers. It’s also free for Business Class Internet customers and includes Starter Internet customers in the Kansas City area.

      The service is not available for free trial or prepaid access customers using the TWCWiFi network.
    • My device already automatically connects to the TWCWiFi network. Does that mean I will automatically connect to the TWCWiFi-Passpoint network as well?
      No, you will need to select the TWCWiFi-Passpoint network name the first time and enter your TWC ID and password to connect.
    • If I have already connected to the TWCWiFi-Passpoint network, does that mean I will automatically connect to the TWCWiFi network as well?
      If you have never connected to TWCWiFi, you will have to select that network to connect the first time but you will not need to re-enter your credentials.
    • Do I need to sign in every time I use the TWCWiFi-Passpoint network?
      After you sign in to the TWCWiFi-Passpoint network for the first time, your autoconnection will be seamless as long as you remain a qualified TWC Internet customer. There are some instances where autoconnection is affected by the type of device, app or operating system used. If this happens, you will need to select the TWCWiFi-Passpoint network name again to connect.
    • When should I choose TWCWiFi-Passpoint over TWCWiFi?
      For customers who want maximum security, TWCWiFi-Passpoint provides an encrypted connection comparable to that used by cellular networks.

      Regardless of network, users should always seek SSL secure websites (https://....) when conducting data sensitive transactions, just as they would for any Internet use.
    • Is the additional layer of encryption on TWCWiFi-Passpoint also available on CableWiFi?
      No, at this time the additional layer of encryption is not yet available on CableWiFi.
Customer Care
Need Help? Start with FAQs or Chat. If you need additional support, call us at 1-888-851-9350