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Cable Technology Feature Article

April 08, 2013

Phone Outages Vexing Time Warner Customers

By Rory J. Thompson, Web Editor

Time Warner (News - Alert) Cable Inc., the nation’s second-largest cable company, is reporting intermittent outages affecting some 800,000 customers.

The problem was first reported Sunday starting around 3 p.m., according to company Spokesman Bobby Amirshahi, who e-mailed a statement to Bloomberg (News - Alert).com. Time Warner started responding to the issue after numerous customers complained about disruptions and other problems with their service.

“There’s a technical issue preventing a limited number of our home phone customers from placing or receiving calls on an intermittent basis,” the company said in a release. “ Our engineers are working on the problem to restore service as quickly as possible.” Time Warner did note that emergency 911 calls are still going through.

DSLreports.com says the outage is affecting customers from North Carolina to California. Time Warner is downplaying that number, saying the outage is primarily affecting customers in northeast Ohio, Wisconsin, Pennsylvania and Kentucky. Further, Mobilenapps.com says a number of TW subscribers are still not able to make or receive calls. Time Warner officials have yet to offer specific details on the malfunction’s cause, or where it’s based.

It hasn’t been a good season for the cable giant this year. On Saturday, several thousand customers lost their Time Warner connection in the Buffalo, NY, area, when a National Grid pole fell and cut off service.  This past Friday, about 1,000 Time Warner Cable customers in Augusta (News - Alert) and Hallowell, ME, lost phone and Internet service for much of the day. That problem was blamed on a router problem.

And back in March, customers in Lincoln, NE, also lost power just as a state high school basketball tournament was getting underway. That outage on March 9 was blamed on an electrical short circuit in Time Warner’s local company headquarters.

Company officials hope to have this most recent outage repaired as soon as possible.

Edited by Jamie Epstein

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