Home » Consumer News »Editorial & Site News »TWC (see Charter) » Currently Reading:

Time Warner Cable’s 10 Hour Internet/Phone Outage in Rochester, N.Y. – Get Your Service Credits!

Phillip Dampier October 7, 2010 Consumer News, Editorial & Site News, TWC (see Charter) 5 Comments

Time Warner Cable's offices on Mt. Hope Avenue in Rochester, N.Y.

Bad marks to Time Warner Cable, who left large areas of metropolitan Rochester, N.Y., with barely/non-functional Internet service and non-working “digital phone” service for 10 hours yesterday.

No explanation for the outage has been given, which resulted in inaccessible websites and traffic bouncing back and forth between equipment in western New York.  “Digital phone” customers were unable to reach… anyone. Customer service lines were jammed as the outage began just after 12 noon.

The disruption extended from Monroe County into both Wayne and Ontario counties, where residents in Newark and Canandaigua also reported service problems.

Time Warner Cable’s automated customer service attendant was the Helen Keller of cable outages:

“I’m not seeing an Internet outage in your area,” came her reply — even after a local employee recorded a message telling callers there were problems with phone and Internet service across the Rochester region.

While some websites still worked, many more were unreachable.  Some customers reported slow, but working service in the early evening.  Full service restoration to the area would not happen until 10pm.

Time Warner Cable’s social media representatives took several complaints from local residents about the extended outage, without reminding them they are qualified to receive service credits for the interruption.

Here at Stop the Cap!, we will remind you, and in fact encourage you to request a full day of credit for the phone and Internet service you did not have from the cable company yesterday.  Of course, we represent your interests and they represent theirs, which is why credits come only to those who ask.

Stop the Cap! Presents Your Easy Service Credit Request Menu

Customers can request one day of credit for both phone and Internet service (assuming you have both services, of course).  Make sure you request -both- credits if you are entitled.

Sample Request You Can Cut and Paste:

I am writing to request one day service credit for the phone and Internet outage that occurred in Rochester yesterday, Wednesday Oct. 6th.  We were without service for most of the day.  Please credit my account.

Methods to Obtain Credit:

  1. Use Time Warner Cable’s Online Chat system, select Billing Inquiry, and type to a customer service representative.
  2. Call (585) 756-5000 or toll free 1-800-756-7956 and speak with a customer service representative.
  3. Use the Online E-Mail form, select Billing Inquiry, and send a message requesting credit.

[Update: 2:47pm ET:  A day’s credit was provided just three hours after submitting the request using the e-mail method, so this was as painless as can be.]

Currently there are 5 comments on this Article:

  1. Tom C says:

    Thanks for the heads up. Submitted my request.

  2. Mazakman says:

    Submitted my request a couple of hours ago and I have received credit for yesterday. Thanks for the links Phil !

  3. Chris Rzatkiewicz says:

    Thanks. I used TWC’s email support and received my credit confirmation by email in less than an hour of submission. The credit shows up on the next billing cycle.

  4. Tim says:

    Wonder if it will work for the business customers? We had fiber optic lines down for hours. Blows…

Search This Site:

Contributions:

Recent Comments:

  • A: I got notice for price hike from Nov 2017, this is 3rd time price hike since 2015...
  • Roger: Better get your tin foil hat tuned up, Dave. The idea behind the ACA was a noble one. The idea of mandatory health insurance was to build the pool o...
  • Limboaz: What!? No mention of anti-trust hawk Paul Weiss being nominated to head the FTC? He needs to break up the tech behemoths, like Comcrap, Slime Warner, ...
  • Dave: How long before democrats force households to buy cable so they can get “real news”? If they could force us to buy health insurance, then why would th...
  • JayS: Will these price hikes attract over-builders, like Google, to fire-up the trenching machine again? Insight the likes of AT&T, Verizon, T-mobile, S...
  • George: It's a good thing Charter was allowed to buy up Time Warner, or else we'd still have $15/mo cable internet service packages available... If you're no...
  • EJ: Trump and Pia are a blessing in disguise you will see. As long as someone somewhere can muster a decent Bernie type person we only have three more yea...
  • Dale: In our area suddenlink just downgraded the 200mbps from unlimited data to a 350gb data cap. I don't know if this is only for new customers or existing...
  • Larry Gall: This has become far, far too important a resource for the likes of these jerks to control (in it's entirety). The jerks I'm referring to are the Holl...
  • Matt: Until an operator has the guts to give true à la carte options to the customer the trend is just going to continue. Everyone I know who has cut the c...
  • EJ: They better do it while the getting is good. Raise your price and be put on the radar for unfair rate increases. Attempt to sell that you NEED to incr...
  • FredH: If no one saw this coming - they were idiots. Next come the data caps for everyone....

Your Account:

%d bloggers like this: