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Last minute online shoppers in parts of western New York experienced frustration from a Time Warner Cable broadband outage that interrupted service for part of the morning and early afternoon of Dec. 23. Customers in the Rochester area experienced slow or no service for several hours on Thursday.
Customers are entitled to service credits for outages, but the cable company only provides them to customers who ask. You can receive yours in minutes using our credit request menu:
Stop the Cap! Presents Your Easy Service Credit Request Menu
Customers can request one day of credit for Internet service.
Sample Request You Can Cut and Paste:
I am writing to request a service credit for the Internet outage that occurred in Rochester during the late morning/early afternoon of Thursday, Dec. 23rd. Please credit my account.
Methods to Obtain Credit (we recommend #3):
- Use Time Warner Cable’s Online Chat system, select Billing Inquiry, and type to a customer service representative.
- Call (585) 756-5000 or toll free 1-800-756-7956 and speak with a customer service representative.
- Use the Online E-Mail form, select Billing Inquiry, and send a message requesting credit.
I am totally unaware of any major Broadband outage on 12/23 that lasted several hours. It may have been something very local affecting your area but there was nothing as serious as you are stating.
We heard from folks as far west as Brockport, east to Webster and south into Canandaigua about non-resolving websites, very slow service, and a period where it was completely off. It also affected us here.
Note I never used the words “major” or “serious.”
The outage was acknowledged by TWC and credit was promptly issued. We even had a call from the TWC attendant when it was resolved.
I know Verizon DSL in my area went down on Christmas day for 6 hours. PPPoE logins were failing. They did acknowledge an outage however.