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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.

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  • Phillip Dampier: That assumes this customer had access to a working usage meter and notification messages and ignored them. Evidently it was big enough of a problem fo...
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