Home » Charter Spectrum »Consumer News »HissyFitWatch » Currently Reading:

Irma Survivors Direct Wrath at Charter/Spectrum for Non-Answers

Phillip Dampier September 18, 2017 Charter Spectrum, Consumer News, HissyFitWatch 3 Comments

The Orlando Sentinel got more than it asked for when it requested readers share their experiences with utility service outages in the wake of Hurricane Irma, which pounded Florida last week.

Readers reserved the most wrath for Charter Communications, which has evidently been less than forthcoming about service restoration.

“Give me something other than ‘we depend on somebody else and we have no idea about anything.’ […] That’s not an appropriate answer,” shared one Winter Park customer.

Charter’s spokespeople have blamed most of the outages on “the massive loss of commercial power that the state suffered.”

Customers seemed to buy that explanation until early this week, days after getting their power back.

“As I read their answer, it’s basically a lot of nothing,” opined the customer. “My experience with calling them is their answer is so vague [….] They could probably be a little more reassuring explaining ‘in this area the power comes from this place, and that place has an ETA of this, therefore some days later they expect this will be online.’”

“Our power was restored in the Crown Pt. Springs subdivision in Winter Garden on Monday afternoon, which we were very thankful for,” another reader said in an email. “I sure wish I could say the same thing about our Spectrum services (cable, internet and phone). As of right now, there is still no restoration.”

Still another: “Spectrum should be able to give their customers an estimated restoration time, like the power companies have. I haven’t seen one Spectrum truck in the Winter Garden or Ocoee area … not one!!! My husband drives a tractor-trailer for Coke and has seen one on the road this week. We are sick of them blaming the power companies for the reason that they can’t get into areas.”

Currently there are 3 comments on this Article:

  1. Doug says:

    While I typically do not like to defend a cable company, I am certain they just don’t have the manpower and equipment to repair damage this severe. I don’t think any cable company keeps a complete set of spares on hand to rebuild an entire system in one shot. The cable company isn’t going to keep dozens and dozens of crews and trucks on retainer, and have a plethora of replacement equipment sitting in a (dry) warehouse.

    The process involves determining what is broken, what CAN be fixed with personnel and equipment on hand, and what will have to wait for replacement equipment to come.

    We’ve become addicted to information and constant updates…

  2. Roger says:

    I, too, don’t like to defend cable companies, especially Spectrum, but last winter we had a major power outage in our area when we had winds in excess of 70 MPH (and that was nothing compared to FL).

    While we had power, we didn’t have cable or, for me and my business, internet for a number of days. Spectrum was very vague in when they would have it done and said, to some extent, they were at the mercy of others.

    In the end, they were right. When the power was restored to the rest of our neighborhood, the cable immediately came back on. Evidently their sub-station (or whatever you call it in the cable industry) was on the same power as our area and, as soon as they had power, we all had their services again.

    • Pat says:

      That’s just damn sloppy engineering… There’s no excuse for them not having backup generators in junctions that serve large numbers of customers. They saved a few bucks, though.







Search This Site:

Contributions:

Recent Comments:

  • sfsfsdfsdf: So instead of lowering prices like they should to more reasonable lvls they instead decide to hike up rates?...
  • Todd: If the fine print is that bad, it's just as bad as Spectrum's $14.99 Internet Assist. They offer it, but no one can actually qualify to get it. It s...
  • Mike W.: They are not doing the right thing by any means. This is simply a PR stunt to make them look good to everyone who doesn't realize this is a BS progra...
  • Dylan: I better be getting 200mbps instead of 100 soon then if I do get a increase from $55 to $60 for bundle internet services. I understand the investments...
  • Charles Dennett: Just looked at my bill dated October 14. I'm in the Rochester, NY market. I have Spectrum TV select ($64.99/month), DVR Service ($12.99/month) and 10...
  • Gale Blue: It’s sounds good until u paid ur money and then u get an email saying they need additional info smh I am a mother who lives wit my daughter and the ca...
  • Victor Bosnich: Have been trying to return this junk and get my refund of $100+ for months, finally had chat with technician, told him situation, he sent me to next p...
  • Jr: Can I still use the same wifi router they gave me? I'm going to get the Netgear but it says I need a router to get WiFi so what do I do?...
  • RJ: I get great service from Charter with Internet. Their upload speed sucks so they need to upgrade, innovate and get Full duplex going. I'd love to have...
  • Inga Nobles: Forgot password and username I'm enquiring about the promotion samsung chromebook...
  • fhall1: The PSC should also make a point of extending other "conditions" that were agreed to as part of the TWC buyout. For example - data caps. Spectrum ag...
  • Frontier Employee: I am a current Frontier Employee and I can promise you that the company's lack of concern for those less fortunate does not solely reside with its cus...

Your Account: