Home » Consumer News »Time Warner Cable » Currently Reading:

CA/TX Weekend Outages = Service Credits for Time Warner Cable Customers Who Ask

Phillip Dampier August 30, 2011 Consumer News, Time Warner Cable No Comments

While the east coast contended with Hurricane Irene last weekend, hundreds of thousands of Time Warner Cable customers further west were dealing with widespread broadband and phone outages in Texas and California.

For Californians, the problems gradually increased early Sunday morning until eventually causing significant service disruptions starting just before 7am.  As the morning wore on, Time Warner’s call centers became so overwhelmed with calls, very few actually got to speak with a customer service representative, greeted instead with:

“Due to high call volume, all agents are currently busy.  Please try your call again later,” after which the call was disconnected.

By 1pm, engineers finally found the malfunctioning equipment responsible for outages in different parts of the country and started rerouting traffic around the problem.

Time Warner wouldn’t say where the troubles originated, but its impact illustrates Time Warner broadband customers can be affected by outages and malfunctions several states away.

Service was gradually restored as the afternoon progressed.

Time Warner Cable customers affected by the outage can receive a service credit for interrupted phone and broadband service, but only if they ask.  The company does not plan to issue automatic credits.

Southern Californians can use this Time Warner Online E-Mail form to request credits.  Texans can use this Time Warner Online E-Mail form to request credits.

Cable television service was not affected.

Search This Site:

Contributions:

Recent Comments:

  • Ernesto Honez: Was that a confirmed and signed "contract"? Was it verbal? Was it sent out in a letter as bulk mailing, or with a first class stamp? Was it's delivery...
  • Matt: I just got off the phone with AT&T. I called saying that I found a promotion through Time Warner for $34.99 for 15 mbps and I am trying to cut dow...
  • Phillip Dampier: It first went to a handful of test markets in upstate New York (not Rochester) and then has been redesignated as a feature enhancement in Maxx markets...
  • Steve Rea: Any idea when the new DVR is coming to Rochester? I remember a story you posed over 2 years ago from the CEO of TWC at the time! saying it was comi...
  • AustinTX: James, my suggestion would be to switch to TWC rental modems, and fry 2-3 of them over the course of several weeks by running 24v AC into the coax con...
  • Dragos: For 1Gbps in Romania we pay around 12 EUR (VAT included - 24%). http://www.rcs-rds.ro/internet-digi-net/fiberlink?t=internet-fix&pachet=digi_ne...
  • James R Curry: Hey, Phillip - While not related to Comcast directly -- I rent my modem from TWC, and while I'd rather buy one outright, there's one big factor ...
  • Sean: I believe that there are issues intermixing DOSCIS 2/3 modems on a node. It's been about 5 years since I've worked with a CMTS so I am by no means an...
  • AustinTX: Yep, this isn't about "your old modem isn't capable of the wonderful new speeds we're providing to your service tier", it's about "we know your custom...
  • MJ Lee: This is strange. I did get a letter from Time Warner saying my apartment was qualified for Time Warner Cable Maxx, but when I applied for it, I got an...
  • Tim: You know this is overstating the case ... unlimited data adsl2 plans are available from $60 in Australia. Average price is about $90...
  • Phillip Dampier: I think 10/Gbps is available in the USA as well, on an obscenely expensive metro Ethernet or commercial fiber link provisioned by a telecom company. ...

Your Account: