On Monday afternoon, a massive service outage left 750,000 New Yorkers without connectivity. About four hours later, Time Warner announced that Cable TV, phone service, and the Internet were fully restored in the area.
The outage started around 2:30 p.m. on Monday, affecting nearly all of Manhattan and parts of other boroughs. Residents of Hudson Valley reported similar problems. At about 6:30 p.m. the service was restored in all locations.
The telecom giant explained that a severed cable was behind the outages.
Unfortunately, the problem affected the company’s call centers as well leaving thousands of customers in limbo. Hundreds of them flooded the company’s Twitter account with requests of info and complaints.
Before the problem was fixed, Eric Mangan of Time Warner explained that the massive outage was caused by “multiple fiber cuts” at one of the company’s network providers dubbed Level 3. The cuts were reportedly caused by a “third party construction,” the company said. As of 2:30 p.m., Time Warner tweeted that it was working with the service provider to restore the service.
The issue affected TV cable and phone for thousands of TWC customers in New York City area. Mangan added that the company was deeply sorry and he sincerely apologized on behalf of TWC for the inconvenience. There is no word yet of consumer compensation for the losses caused by the outage.
The company reported that cuts at Level 3 network left many areas in the Northeast without TV, Internet, and phone services. Angry customers that were not able to call 800 for assistance took Twitter by storm on Monday afternoon.
Many of them requested credit on their bills for the outage. Some of them noted that their businesses were severely affected since they hadn’t been able to accept or take orders for several hours on Monday. Some business owners wanted to know who would cover for the loss of income.
The company responded to some customers and pledged to give them a credit for the Monday’s service that they lost.
The Department of Public Service and Department of Homeland Security opened two investigations to see whether the outages affected the state’s 911 service. The investigation was prompted by Gov. Andrew Cuomo.
Though the service is back, the DPS announced that it would continue to investigate into the cause of the massive outage.
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