Canceling a Time Warner Cable service -- such as your Internet connection or a TV plan -- or terminating your account requires you to call the company's customer service department at 1-800-TWC-HELP (1-800-892-4357). As of publication, Time Warner Cable does not let customers cancel services via an online form or live chat.
- After successfully canceling a service over the phone, a Time Warner Cable representative may ask you to return your old equipment by visiting a retail location.
- According to some Time Warner Cable customers, canceling a service or terminating an account over the phone may require you to talk to several different representatives, including retention specialists whose job is to minimize cancellations. If you experience difficulties while calling Time Warner Cable, state clearly that you want to cancel your service or close your account and remain polite but firm while speaking to representatives.
Requesting a Service Hold or a Service Downgrade
Time Warner Cable lets you request a seasonal service hold or a service downgrade -- for example, cancelling a premium TV plan or reducing the speed of your Internet connection -- by calling 1-800-TWC-HELP or by talking to a customer service representative via live chat.
A seasonal service hold is a temporary service cancellation you can request if you plan on being away from home for a while and do not want to pay for a service you cannot use. Contact Time Warner Cable to find out whether seasonal service holds are available in your area.
To initiate a live chat session, visit the Contact Us page on Time Warner Cable's website and click the Live Chat icon.