Cablefax The Magazine - July 2015 - 7
2015 Top Ops Awards
MSO TECHNOLOGY AWARD
The TWC Maxx Rollout
Time Warner Cable
When Peter Stern discusses TWC Maxx, he talks about a customer
experience, not a product.
Time Warner Cable's multipronged, all-digital initiative already provides
best-in-class network reliability, ultra-fast Internet speeds, increased
WiFi availability and enhanced television services in three key Time
Warner Cable markets, New York, Los Angeles and Austin and Central
Texas. It is being rolled out into many other areas this year.
" It's not a product. It's really a transformation of the customer experience
from end to end, " says Stern, Time Warner Cable EVP & Chief
Product, People and Strategy Offi cer, who likened the effort to Apple.
" It's not just about the device, but the software and customer support.
All of those things make for enjoying a great consumer experience. "
The project's roots date back to mid-2013 when Rob Marcus was
designated to succeed Glen Britt and then unveiled revamped endto-end
customer experience when Marcus became CEO early in
2014. New York and Los Angeles fi nished upgrades by November of
last year, with Austin fi nishing in April.
San Antonio, Hawaii, Kansas City, Dallas, Charlotte and Raleigh are
also undergoing the TWC Maxx transformation and are at various
stages of completion (see box). Work in San Diego, which is not yet alldigital,
will begin before the end of 2015, according to TWC offi cials.
TWC Maxx Scorecard
* New York City, Los Angeles, Austin/Central TX: completed
* San Antonio: faster speeds complete early in Q3; all-digital
complete by year-end 2015
* Hawaii: faster speeds underway; all-digital in the future
* Kansas City: all-digital completed; faster speeds underway
* Dallas: all-digital completed: faster speeds underway
* Charlotte: all-digital underway, faster speeds begin in Q3
* Raleigh: all-digital underway; faster speeds starting in June
TWC Maxx centers on reclamation of bandwidth, which Time Warner
Cable already had gained to a large degree via its use of switched digital,
and digital adapters that are facilitating the MSO's vast expansion
of its high-defi nition channel lineup and other video services. TWC is
more than tripling Standard Tier to 15 Mbps downstream speeds to 50
Mbps and offering a six-fold jump with its Ultimate top tier offering.
In fact, July could be dubbed speed month for the initiative as the
MSO works toward increasing speed this month in every market
where TWC Maxx is currently underway: Kansas City, Dallas, San
Antonio, Charlotte, Raleigh and Hawaii.
WA
MT
OR
ID
WY
NV
CA
UT
CO
KS
AZ
NM
TX
AK
HI
OK
MO
AR
LA
MS
AL
TN
KY
NE
IA
IL IN
OH
WV
ND
SD
MN
WI
MI
PA
VA
NC
SC
GA
FL
As TWC Maxx continues its advance, Stern avers the MSO
will reap even more benefi ts from its investment in state of
the art infrastructure, particularly on the high-speed side, as
the industry moves toward Gigasphere/DOCSIS 3.1 confi guration.
Time Warner Cable is " already positioned to supply
even faster speeds, " he said.
- Mike Reynolds
Cablefax: The Magazine
July 2015
cablefaxmag.com
7
Another key TWC Maxx play extends to an expansion of its outdoor WiFi
services. With recent additions and amelioration in Dallas and San Antonio,
as well as Raleigh, the operator is augmenting mobility by offering
more than 100,000 hotspots across its national WiFi Network.
" It's not just inside our customers' homes, but where they work, play
and congregate at no extra cost, " says Stern, noting it helps reduce
reliance on high-priced cellular service. And among customers who
have opted for self-installation of cable modems, " there has been
signifi cant reduction in churn rates. It's the value of
speed. They get it, install it, and churn less. "
Additionally, TWC's step-up in class with its
infrastructure ecosystem is leaving some devices
in a catch-up mode. Stern says customers who
have upgraded to the Ultimate tier " haven't seen
speeds like this before. " He conveyed that customers
are telling the MSO that they are not using
the full 300 Mbps because their iPads are only at half
ME
VT
NY
NJ
MD
DE
NH
MA
CT RI
that level. " We're surprised that speed is outpacing
consumer equipment, " he said.
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Cablefax The Magazine - July 2015
Table of Contents for the Digital Edition of Cablefax The Magazine - July 2015
Contents
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Cablefax The Magazine - July 2015 - Cover2
Cablefax The Magazine - July 2015 - Contents
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