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New Bulk Digital Cable Package Details Time Warner Cable in partnership with Sun Lakes Country Club would like to announce the coming of bulk digital cable services exclusively for the homeowners of SLCC. Effective Sept. 1, 2012, the bulk digital cable package will include the following: Bulk Digital Cable Package: • Basic and Expanded Channels (chls 2 - 72) • Digital HBO Multiplexes (11 digital HBO chls ) • Digital SHO Multiplexes (12 digital SHO chls ) • Variety Tier • Navigator Guide • Digital Music Choice • Free On Demand • Access to Movies On Demand • One Digital Standard or High Definition converter and your choice of one Standard High Definition DVR converter or a second standard or HD digital converter is included in the package (DVR service fee not included in the bulk package). Frequently Asked Questions How will I be billed for the bulk digital cable services and my separate TWC services? Just as you are now, TWC will continue to bill the Association at the new bulk digital rate. The Association will bill the homeowner for the bulk digital cable services on their monthly HOA assessment billing, just as you are now. Any services a homeowner subscribes to outside of the bulk digital cable package, will be billed to the individual homeowner by TWC at regular retail rates. In addition to your current services, your new package includes the Variety Tier plus a second converter box. This can either be a second standard or HD digital converter box, or an HD or standard DVR box (DVR service fee not included in the bulk package). The effective date of this service change is Sept. 1. How will my billing be converted to the new bulk digital cable package? Each homeowner needs to ensure that they have installed at least one digital standard or HD converter and your choice of either a second standard or HD digital converter or one standard or HD DVR converter. TWC will handle all billing conversion. Homeowners do not need to take any additional action in regards to converting over their individual billing. TWC will convert each homeowner's individual accounts to reflect the new bulk digital cable package and apply the discounts accordingly. In order to get the new bulk digital package, do I need to have a converter? Yes. In order to receive all the services included in the new bulk digital cable package, a digital standard or HD converter is required. Any television that DOES NOT have a converter box will not receive the full bulk digital package. TVs without a converter box will continue to receive the same level of bulk services you have now (Basic and Expanded tiers). I already have a digital standard or HD converter. What do I need to do? Those homeowners that already at least one digital standard or HD converter and your choice of either a second standard or HD digital converter or one standard or HD DVR converter do not need to take any additional action, as TWC will automatically convert the billing to reflect the new bulk digital cable package. If I have multiple converters in my home, will I be charged for the new bulk services on these additional TVs? No. The new bulk services will be mirrored on all additional TV's that have any type of converter box at no additional charge. Any services above and beyond the bulk package will be charged to the homeowner at prevailing retail rates, as well as all additional converters. I do not have a converter. Where can I pick up a converter box? TWC has a Customer Service Center located close to your home, located at 300 S. Highland Springs #10B in Banning. I am not able to install the converter myself. What should I do? For these homeowners, TWC will install the converter boxes at no charge to the homeowner. Simply contact our customer service department at 760-340-2225 to schedule an appointment. The homeowners are responsible for all service charges until September 1st. I will be out of town. Can I pick up my digital standard or HD converter now? The new bulk digital cable package will not be effective until Sept. 1. Homeowners may go to any TWC Customer Service center to pick up the digital standard or HD converter and DVR converter or schedule an appointment to have one installed. However, there will be standard service charges associated with the converter until the contract's effective date of Sept. 1. Homeowners are responsible for any converter service charges until Sept. 1, at which time TWC will convert the billing to reflect the new bulk digital cable package. At that time the homeowner will no longer see the charge for at least one digital standard or HD converter and your choice of either a second standard or HD digital converter or one standard or HD DVR converter on their individual account. I am out of town. How do I get my digital converter? If you are unable to acquire your box prior to the contract start date, you may do so when it is convenient for you. However, TWC will not be able to convert a homeowner's billing to the new package, unless they have at least one digital standard or HD converter and your choice of either a second standard or HD digital converter or one standard or HD DVR converter assigned to their account. Please note, you will not receive the new programming until a box is installed. You will be billed by your association for the new rate even if you have not acquired your box. We strongly recommend that you acquire your box as soon as possible. If a homeowner is away and would like to authorize someone to pick-up or have the converter delivered to their home, normal TWC Customer Service policies would apply. Contact Customer Service at 760-340- 2225 for further details. I just subscribed to a digital package with TWC that includes what is now part of the new bulk digital package. Can I be credited for these services? The new bulk digital cable package will go into effect Sept. 1. Any services or charges a homeowner accrues prior to Sept. 1, is the responsibility of each individual homeowner. Effective September 1st TWC will convert over the billing to reflect the new bulk digital cable package and apply the discounts accordingly. Any services that a homeowner currently subscribes to that will be part of the new bulk digital cable package will be removed effective Sept. 1, from the homeowners' individual TWC billing. TWC will bill the Association for the services under the new bulk discounted rate. The Association will bill the homeowner along with their HOA assessments. Any remaining services will continue to be billed by TWC directly to the homeowner at regular retail rates. I have thoroughly read all the Q & A information regarding the bulk digital transition, but I still have questions. Who can I contact? TWC has compiled this list of frequently asked "Questions & Answers (Q & A)" in an effort to help make this transition as smooth as possible. After thoroughly reading all the provided information, you still have questions, concerns or are unclear about any information provided in this flier, you may contact the TWC customer service department at 760-340-2225. Customer support is available 24 hours a day / 7 days a week. community news | september 2012 | 7