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

A major service outage Sunday disrupted cable-TV, phone, and broadband service for a large number of Time Warner Cable customers in the Rochester, N.Y. area.

Starting at around 8am, cable channels started to pixelate and freeze, broadband service began to fail, and calls to and from Time Warner Cable phone customers were, in some cases, disrupted.

Time Warner’s local service number was quickly jammed with calls, and the company placed a recording on that line indicating they were aware of the problem, which later was described as a “router problem.”

Service was finally restored in the mid-afternoon.

Time Warner Cable customers can receive credit for the service outage, but only if customers request it.

Customers can call, chat, or e-mail the cable operator and let them know credit is requested for yesterday’s outage.  A customer service representative will usually respond to e-mail requests within hours, with service credits appearing on the next bill.

[flv width=”480″ height=”380″]http://www.phillipdampier.com/video/WHAM Rochester Time Warner Cable Service Restored In Rochester Area 4-29-12.mp4[/flv]

WHAM-TV led Sunday’s evening news with a report about the service outage’s impact on Rochester residents and businesses.  (2 minutes)

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):

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.