What happens next.

We’ll be migrating your services during the following days:

Evansville, IN: starting April 29
Greater Kentucky: mid June
Columbus, OH: late June
Please check back later for specific dates.
We'll also be adding updates as we near your transition.

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

Will my Internet Service provider change?

Yes. Internet customers in the Evansville, IN market have been migrated; Greater Kentucky customers will migrate in mid June; and Columbus, OH customers in early July.

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

Transition: Insight Internet customers will be transitioned to Time Warner Cable Internet beginning in mid June for those in greater Kentucky and early July for customers in Columbus, OH. Evansville, IN customers have been tansitioned.

Required Registration: After your area’s service is transitioned to TWC, the first time you try to access Time Warner Cable Internet; you will be prompted to complete a required Registration process to select a new TWC Email address and set up a new mailbox. Your new TWC Mail address will look like this: [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.

Will I get a new email address?

No for Columbus customers - you will keep your current @insight.rr.com email addresses.

Yes for Evansville and greater Kentucky customers. After your markets are migrated 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 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.

For Evansville customers, the Internet transition has started but you may not get quarantined to start the Registration process until 5/8. For Kentucky customers, the transition will begin in mid-June. Columbus customers will keep their current email addresses and therefore do not have to transfer contacts.

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 the transition you will be able log in to your Insight email account and messages will be forwarded to your TWC mailbox if you use the mail migration service at www.trueswitch.com/welcomeinsight. Email will be forwarded from Insight mailboxes to TWC Mail until June 2014.

How do I create a TWC email account?

You will create your new TWC email account during the Internet Registration process (for Evansville and Kentucky customers only). You do not have to proactively create your TWC email - you will know when the time comes as we will automaticelly redirect your browser for this short 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.

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 (Evansville and Kentucky customers only; Columbus customers will keep their @insight.rr.com addresses). 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 www.trueswitch.com/welcomeinsight and follow the instructions.

The mail forwarding service from Insight mailboxes to TWC Mail will remain in place until June 2014.

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

Will my level of service be the same?

Yes. Your new Time Warner Cable Internet service will be the same speed or even better than what you had with Insight.

What will the Internet Registration process be?

You will be prompted to step through the Internet Registration process after your area has officially transitioned to Time Warner Cable. When the time comes, your browser will automatically redirect you and take you through the simple 5-minute process. TWC Registration will help you:

  • - Review and accept the TWC Subscriber Agreement
  • - 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. You’ll automatically be directed to the TWC Registration Welcome page.
  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

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

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.
What if the mail migration does not move all of my messages?

If you use the mail migration service, and it leaves some of your messages behind, the mail in your @insightbb.com mailbox exceeds the size of your @twc.com 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.



Phone Service

Will my Phone service provider change?

Time Warner Cable is happy to be your new Home Phone provider. As part of the transition from Insight Communications to TWC your phone and voicemail service will be migrated to our platform. Your home phone number will not change as a result of the transition.

When will my Phone service provider change?

Greater Kentucky customers will be migrated to Time Warner Cable Home Phone in mid June. Columbus customers will be migrated inlate June. Evansville customers have been migrated to Time Warner Cable Home Phone as of April 29.

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.

When can I set up my new voicemail box?

Unless you have voicemail, no action is necessary at this time. You will be able to set up your new voicemail box following your market's migration - for Kentucky customers that means mid June, and for Columbus customers that means early July; Evansville customers may set up their new voicemail as of April 29. Please take the necessary steps to save your voicemail messages prior to this date.

How do I set up my new voicemail?

Setting up voicemail

  1. Call your Home Phone number or dial *98 from your Home Phone.
  2. Enter your temporary Personal Identification Number (PIN) which is the last 4 digits of your Home Phone number.
  3. Select a new 4-digit PIN and press the pound or hash (#) key.
  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.
What is my new PIN to access my TWC voicemails? Can I skip my PIN?
  • Default PIN: Last 4 digits of your home phone number.
  • 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.
How do I learn how to use voicemail functionality (delete voicemails, skip messages, etc.)?

For details on the benefits and functionality of Time Warner Cable Home Phone please visit twc.com and click on MyServices. Below are instructions on common voicemail functions.

Retrieving Voicemail using your home phone:

  1. If you have accidentally deleted a Voicemail message, press star (*) 7 immediately to return to the deleted message.
  2. If you have chosen to delete a message, that message will be temporarily stored in saved messages until you end the session and hang up the phone.
  3. If at a later time during the session you wish to recover a message you have chosen to delete, you can review deleted messages by pressing the 1 key from the main menu. When you hear the message you wish to recover, you can either save the message by pressing the pound/hash(#) key or mark it as new by pressing the 6 key.

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 saved Insight voicemail messages? How long can I access my saved Insight voicemail messages?

You can access saved Insight voicemail messages via your access number until ~ 45 business days after your market migration, after which your messages will no longer be available. The dates of availability are:

  • Evansville customers - 6/18/2013
  • Greater Kentucky customers - 7/30/2013
  • Columbus customers - 8/20/2013

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:

Evansville customers - 812-777-0912

Greater Kentucky customers

  • Bowling Green - 270-904-0912
  • Covington - 859-360-1912
  • Lexington - 859-309-0912
  • Louisville - 502-384-0912 or 812-920-0912

Columbus - 614-745-0912




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.




Account Management Options

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: Email registration for your @twc.com address is a separate process from the MyServices and TWC ID registration

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 sign up to receive my billing statement electronically?

After you receive your first Time Warner Cable billing statement in the mail you may sign up to receive bill statements electronically. Go to twc.com and click the MyServices tab on the upper right page. A TWC account number and 4-digit customer code is required to register. The customer code can be found at the top of your Time Warner Cable billing statement. Once registered with MyServices, log in and select “Go to PayXpress” to sign up for online bill payment services and to sign up for paperless billing.

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?

After you receive a paper billing statement with your new customer code, you may sign up to receive bill statements electronically by going to twc.com and clicking on the MyServices tab on the upper right corner of the page. A TWC account number and 4-digit customer code is required to register. Once registered, login and select “Go to PayXpress” to sign up for online bill payment services.

How do I set up online automatic bill payment?

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

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

What is a TWC ID?

Your TWC ID is your username that you’ll use to watch live TV on any device with TWC TV™, and manage your account from anywhere. Once you register your TWC ID, you’ll be able to:

  • 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 up to 300 live channels in any room in your home, on any screen, with select TV packages
How do I get a TWC ID?

You can register for a TWC ID after your area has officially transitioned to Time Warner Cable - for Kentucky that will be mid June, and for Columbus that will be early July; this registration is available to Evansville customers. 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.

NOTE: If you are registering away from your home network, you will be asked to provide information such as your birthdate or the last 4 digits of your Social Security number.

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

For customers currently registered with Insight's Online Bill Pay, your TWC account number and customer code will be available starting the Monday after your area's migration:

  • You can access your TWC account information by logging into Insight's Online Bill Pay starting the Monday following the migration - after proceeding past the initial log in screens, your new TWC account credentials will be displayed
  • Customers currently registered with Insight's Online Bill Pay system will also receive an email with your new TWC account information - this email will be sent on the Tuesday following your migration to the email address which you provided for online bill pay

For Evansville 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 April 29
  • You will receive an email with your TWC account information on Tuesday April 30



Transition Guides

Evansville customers: click here

Kentucky and Columbus customers: please check back later as we will upload your guide closer to your migration weekend

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.