What happens next.

Your services will transition starting June 10, 2013. Please check back often as we'll continue adding updates to this site. After your market transition, you'll continue to receive additional reminders and communications from us to help you with the transition process.

Upon your market transition, please complete the following:

  • On June 10, 2013, complete your Voicemail setup if you have Phone service, in order to receive new voicemails, re-record your greeting, and re-establish your phone password.
    Click here for more details
  • Starting June 17, 2013, complete the Internet and Email Registration process if you have Internet service, in order to continue having access to online browsing capabilities.
    Click here for more details

After your market transition is complete, we'll continue to help you through the changes. You'll receive additional reminders and communications from us to help you with the transition process.



Internet Service

What will happen to my Internet service after the transition to TWC Internet service?

Transition: Kentucky customers will start their Internet transition on June 17.

Required Registration: Starting June 17, please go to registration.rr.com to step through a quick Internet and Email Registration process. This process requires you to review the TWC subscriber terms and privacy policies, and sets up your new TWC Email address; your new TWC Mail address will look like [username]@twc.com.

Download Free Security Software: After you have created your @twc.com email address in Registration, visit rr.com/security to download free McAfee AntiVirus software. You can also download McAfee Family Protection parental controls software.

Optional Email Migration: After you complete the registration process, you will be prompted to complete an optional migration process to move your Insight email messages and address book to your TWC Mail service. You will need your Insight email and password to perform this step.

Create a TWC Email Account: After the registration process, go to selfcare.rr.com and enter your primary email address and password to log in. From the main screen, choose "Create New Sub User" to create a new email account.

What will the Internet Registration process be?

Starting June 17 you must complete the TWC Internet and Email Registration process, which will help you:

  • - Review and accept the TWC Subscriber Agreement and Privacy Policy
  • - Provide your preferred email address for online communications
  • - Create your new TWC primary Email address and password
  • - Print your Confirmation page so you’ll have your new TWC Email address and password, as well as the web address for accessing your TWC Email, on hand

To register, here’s all you need to do:

  1. Open your browser. We recommend Internet Explorer for PC or Safari for Mac.
  2. Go to registration.rr.com
  3. If you need assistance at any time during the TWC Registration process, click HELP or LIVE CHAT to reach a representative.
  4. In less than 5 minutes, the TWC Registration tool will walk you through the rest of the process

Click here for step by step screenshots of the Internet and Email Registration process.

To set up additional email addresses on your account,
please visit selfcare.rr.com

Will my internet speeds change?

No, your new Time Warner Cable Internet service will be the same speed that you had with Insight.

Will I get a new email address?

Yes, after your market transitions to Time Warner Cable Internet, you will need to complete an easy Internet Registration process to select a new TWC Mail address and set up a new mailbox. Your new email domain name will be @twc.com.

How do I create a TWC email account?

You will create your new TWC email account during the Internet Registration process. Click here to complete to step through the process.

If you have already completed the initial Internet Registration and email setup but would like to create additional email addresses, you can do so at selfcare.twcc.com.

I have more than one email address on my account. Can I migrate the messages from my other email addresses to a TWC Mail address?

Yes, you can create email sub-accounts once you have created your primary email account during Registration. Go to selfcare.rr.com to create new email sub-accounts after you have created your primary email account in Registration. You will use your primary email account and password to login to Subscriber Self-Care.

After you have created a new email sub-account, you can migrate your Insight sub account(s) to your TWC Mail sub account(s)

Can I still use my Insight email address?

After your market transition, you can continue to log in to your Insight email account at mail.insightbb.com. Alternatively, you can forward successive emails from your InsightBB mailbox to your TWC mailbox using the mail migration service at twc.transfermyemail.com.

Your InsightBB account will be active and email forwarding enabled at least until November 2013; this date may be extended, but we will provide you with ample notice prior to any changes.

How do I transfer my Insight contacts and email messages?

After the Internet transition begins, customers will be able to move email messages and address books. This optional step will be at the end of the Internet Registration process.

If you skip this step during the Internet Registration process, you can migrate your messages and address books later at twc.transfermyemail.com.

What happens if someone sends me an email to my old Insight email address?

After creating your @twc.com email address, you can set up forwarding of messages from your old Insight email address to your new @twc.com address through the mail migration process. You will be prompted to complete the mail migration steps at the end of the Internet Registration process; if you skip these steps at the time of Internet Registration, you can also go to twc.transfermyemail.com and follow the instructions.

The mail forwarding service from Insight mailboxes to TWC Mail will remain in place at least until November 2013.

You will need to know the password for your Insight mailbox and your @twc.com mailbox to use the mail migration service.

What if the mail migration tool did not move all my messages?

If the mail migraiton tool did not move all of your messages, try increasing the size of your TWC mailbox. Follow these steps to increase the size of your @twc.com mailbox:

  1. First, login to your @insightbb.com mailbox and delete old folders and messages that you don't want to migrate to your new @twc.com mailbox.
  2. You may also want to sort the messages in your mailbox by date with the most recent messages at the top of your Inbox.
  3. Login to your @twc.com mailbox with your primary email account, select "Settings" and then "Manage mailbox accounts". Select the name of the email address to increase the size of your @twc.com mailbox.
  4. Then select the email address for which you want to increase the mailbox size
  5. If you tried a migration previously, delete the messages that were moved to your @twc.com mailbox.
  6. Go to www.trueswitch.com/welcomeinsight and move mail from your @insightbb.com email account to the @twc.com email account where you increased the size of the mailbox. The mail will be moved in the order in which it is sorted in your @insightbb.com mailbox.
How do I increase the size of my @twc.com mailbox?

To increase the mailbox size for your @twc.com email address, follow these steps:

  1. Login to webmail at mail.twc.com with your primary email address. This is the email address that you created during Registration.
  2. On the mail screen, select "Settings"
  3. On the Settings screen, select "Manage mailbox accounts"
  4. Then select the email address for which you want to increase the mailbox size
  5. The next screen shows you the available storage for your account.
  6. Input the amount of storage you want to allocate to this mailbox and select OK.
How do I check my new TWC email?

Go to mail.twc.com to log in and check your @twc.com email, after you have completed the Internet and Email Registration process.

How do I log into my Insight email after the migration?

You can log into your Insight email account directly at webmail.insightbb.com. You can also transfer your Insight contacts and email messages with our easy mail migration tool.




Phone Service

When will my Phone service provider change?

Kentucky customers will transition to Time Warner Cable Home Phone on June 10, 2013.

When can I set up my new voicemail box?

Unless you have voicemail, no action is necessary at this time. You must set up your new voicemail following your market's migration in order to receive new voicemails, re-record your greeting, and re-establish your voicemail password.

Kentucky customers should set up their new voicemail starting June 10, 2013. Please take the necessary steps to save your voicemail messages prior to this date.

What is my new temporary PIN to access my TWC voicemails? Can I skip my PIN?
  • Default PIN: Last 4 digits of your home phone number (not your Insight PIN)
  • PIN Skip: Allows you to access voicemail without entering your PIN. (Automatically enabled when dialing from home). Please note this significantly decreases the privacy protection and security of your voicemail.
  • Disable PIN Skip: Dial 4-3-2-2
  • Reset PIN: Call 6-1-1
  • PIN selection: Any 4 numeric digits. Pound/hash (#) and star (*) are not allowed.
What are the restrictions for my new 4-digit PIN?

Upon your first log in, you will be prompted to reset your PIN. Your new PIN must not be any of the following:

  • A sequential number (1234)
  • The last four digits of your home phone number
  • The same digit repeated (5555)
  • Any thousand (1000, 2000, etc.)
How do I set up my new voicemail?

Setting up voicemail

  1. Dial *98 from your Home Phone.
  2. Enter your temporary Personal Identification Number (PIN) followed by the pound (#) key. You temporary PIN is the last 4 digits of your Home Phone number (not your old Insight PIN).
  3. Select a new 4-digit PIN and press the pound or hash (#) key.

    Your new PIN must not be any of the following:
    • A sequential number (1234)
    • The last four digits of your home phone number
    • The same digit repeated (5555)
    • Any thousand (1000, 2000, etc.)
  4. Record your name and press the pound or hash (#) key.
  5. Record your greeting following by the pound or hash (#) key.

When completed you may:

  1. Press the 1 key to use the recording of your name.
  2. Press the 2 key to listen to the recording of your name.
  3. Press the 3 key to record your name again.
  4. The voicemail system will ask you to record a greeting followed by the pound or hash (#) key.
  5. To use the recording of your standard greeting, press the 1 key.
  6. To listen to the recording of your standard greeting, press the 2 key.
  7. To record your standard greeting again, press the 3 key.
  8. Once your voicemail account setup is complete, you will have the opportunity to listen to the main menu. If you are finished, simply hang up to exit.
How do I access my TWC voicemails - either from home or away
from home?

Retrieving Voicemail using your home phone:

  1. Lift the handset of your phone to your ear. A stutter dial tone means you have a message(s).
  2. Dial your 10-digit home phone number (includes area code) or dial *98, and wait for your Voicemail to answer.
  3. The Voicemail system will tell you how many new messages you have
  4. Press the 1 key to listen to your messages.

Retrieving Voicemail away from home using any other phone:

  1. Dial your 10-digit home phone number (includes area code).
  2. Wait for your call to go into the Voicemail system; you will hear your Voicemail greeting.
  3. Press the star (*) key.
  4. Enter your PIN followed by the pound or hash (#) key.
  5. The Voicemail system will tell you how many new messages you have.
  6. Press the 1 key to listen to your messages.
How do I use voicemail functionality (delete voicemails, skip messages, etc.)?

Below are instructions on common voicemail functions.

Retrieving Voicemail using your home phone:

  1. Lift the handset of your phone to your ear. A stutter dial tone means you have a message(s).
  2. Dial your 10-digit home phone number (includes area code) and wait for your Voicemail to answer.
  3. The Voicemail system will tell you how many new messages you have
  4. Press the 1 key to listen to your messages.

Rewinding a Voicemail Message

  1. Press the 1 key to rewind the message to the beginning.
  2. To rewind the message several seconds, press the 7 key at any time during message playback. You can press the 7 key continually to keep going back.

Erase a Message

  • Press 3 at any time to erase the message completely. You do not have to play the entire message in order to erase.

Fast Forward a Message

  1. Press 9 on your phone keypad at any time during message playback.
  2. When you release the key, the message will advance several seconds and resume playback.
  3. Press the # key to advance to the end and save the message.
  4. Press the 3 key to advance to the end and delete the message.
  5. Press the 6 key to advance to the end and save the message as new.

Replay a Message

  • Press 1 immediately at the conclusion of the message. The Voicemail will replay.

How do I access my old Insight voicemails?

Please take the necessary steps to save your voicemail messages prior to this date. You will need your Insight telephone number and password. Saved messages can be accessed at:

Bowling Green - 270-904-0912
Northern Kentucky - 859-360-1912
Lexington - 859-309-0912
Louisville - 502-384-0912

How long can I access my saved Insight voicemail messages?

You can access saved Insight voicemail messages via your access number until 7/25/2013, after which your messages will no longer be available.

Will my phone features change?

Your home phone number will stay the same and you will continue to have voicemail functionality, although you must take the necessary steps to re-establish your greeting and voicemail management options.

Other phone features, such as the (*) numbers, may change in the transition to the TWC Phone platform. Please click here for the Digital Home Phone Quick Reference Guide for a list of phone features and commands.




TV Service

Will my TV service change after the transition to
Time Warner Cable TV?

No changes to your service are planned at this time. We will provide ample notice for any potential future changes.

Will my channel lineup change after the transition to
Time Warner Cable TV?

No changes to your channel lineup are planned at this time. We will provide ample notice for any potential future changes.

What can I expect after the transition to Time Warner Cable TV?

Soon you will be able to enjoy many cool features and apps exclusive to Time Warner Cable customers – TWC TV, Start Over® and Look Back®, plus our Remote DVR Manager, Caller ID on TV and more.

Can I continue using my online pay TV services like ESPN3,
HBO/Max Go?

Yes, you can continue accessing your online pay TV services as long as you are subscribed to the networks.

How do I access my online pay TV services like ESPN3, HBO/Max Go?

After your market transition, log into your online pay TV services with your TWC ID. Scroll down to the Account Management FAQ section for detailed instructions on registering for a TWC ID. After you have registered for a TWC ID, you can continue enjoying your online pay TV services.




Account Management Options

What is a TWC ID?

Register for a TWC ID after you have transitioned to Time Warner Cable.

To register for your TWC ID, use your home computer to follow these steps:

  • Manage your account with MyServices: View and pay your bill online, check TV listings, change your Home Phone settings and more, all from one place
  • Set up billing and payment preferences: Go paperless, make a one-time payment, or set up recurring payments. If you were previously signed up for paperless billing, it will stop with your final Insight bill
  • Access VoiceZone™ to manage your phone features: Enjoy free extras like Voicemail to Email, Voicemail to Text and Selective Call Blocking
  • Enjoy the TWC TV™ app: Make any room a TV room with TWC TV™. Watch select live channels in any room.
  • Access online pay services: Continue using HBO/Max Go, ESPN3.

NOTE: your TWC ID is not your @twc.com email address - you can assign any username for your TWC ID

How do I get a TWC ID?

To register for your TWC ID, use your home computer to follow these steps:

  1. Go to registration.timewarnercable.com.
  2. Enter your preferred email address and click CONTINUE. You’ll have 72 hours to complete your registration process. NOTE: this step requires an active email address that you currently have access to - this is not the creation of your @twc.com email address; Unless you have already been quarantined and completed the Internet Registration/Email Registration steps and have access to your new @twc.com email, you should enter a third party address where you can actively check messages; You can change this preferred email address later through MyServices
  3. Click the CONTINUE link in your verification email.
  4. Enter the ZIP Code and phone number associated with your service address and click CONTINUE.
  5. Enter the 4-digit Customer Code from your statement and click CONTINUE. Your Customer Code is located on your TWC monthly statement. If you don’t have your Customer Code on hand, select "I'll enter this later." NOTE: Your Customer Code is required to set up or access online payment options and Home Phone information within VoiceZone™.
  6. Enter a unique Username and Password, review and accept the Terms of Use, then click CONTINUE.
  7. Select and answer two security questions and click COMPLETE MY REGISTRATION.

Click here for step by step screenshots of the TWC ID Registration process.

Please note: in order to fully utilize MyServices functionality, Digital Phone and Internet customers should complete the set up and registration processes for Voicemail and Internet that are previously outlined in this support page.

Can I register for a TWC ID before I receive my first statement with the 4-digit Customer Code?

For Kentucky customers currently registered with Insight's Online Bill Pay:

  • You can log into your Insight Online Bill Pay system to access your TWC account credentials starting Monday June 10
    • - after proceeding past the initial log in screens, your new TWC account credentials will be displayed
  • You will receive an email with your TWC account information on Tuesday June 11
What is MyServices?

MyServices is your personal resource on twc.com that puts all your account and services information right at your fingertips. After registering for MyServices, you will be able to view and manage your account information, pay your bill online, and manage your TV, Internet and Phone services. You will need to register for a TWC ID in order to access MyServices.

NOTE: MyServices and TWC ID Registration is separate from the Email Registration process for the set up of your @twc.com address.

How will my bill statement change?

Please click here for a side by side comparison of your Insight statement with the Time Warner Cable statement

How do I sign up to receive my billing statement electronically?

Go to twc.com and click the MyServices tab on the upper right page. Log in and select "View & Pay My Bill" on the My Account tab to sign up for online bill payment services and paperless billing.

Follow the "How do I get a TWC ID" steps below; a TWC account number and 4-digit customer code is required to register, which can be found at the top of your Time Warner Cable billing statement.

How can I continue to receive my bill electronically?

All Insight customers who receive electronic bills will start to receive a paper bill statement in the mail after their market transitions to TWC. To receive bill statements electronically you will need to re-establish the process with Time Warner Cable.

How do I set up automatic bill payments through my financial institution?

After your market transitions to TWC please contact your financial institution promptly to establish Time Warner Cable as the new payee.

I have recurring payments set up. Will that continue?

After your market transitions to Time Warner Cable, customers using any form of electronic bill payment will receive their first bill statement by mail and will need to take the following actions to resume continuation of your preferred method of payment:

Insight Online Bill Pay with recurring payments:

  • No action required. Payments will transfer to TWC and continue automatically

Automatic payments through your bank:

  • Update your bank with your new Time Warner Cable account information

One time payments through your bank:

  • Enter your new Time Warner Cable account information before submitting one-time payments

Update or sign up for your billing and payment preferences on MyServices at twc.com.

How do I sign up for recurring payment with TWC?

You can change your account settings - including recurring payment preferences - through My Services, your online account management tool.

Once you have a TWC ID, go to twc.com and click the MyServices tab on the upper right page. Log in and select "View & Pay My Bill" on the My Account tab to manage your recurring payments settings.




Contact Us

The quickest way to find answers about your service is to consult our Support page. You can also call or visit one of our local offices.