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Outages and services impacted by Hurricane Helene

James_M
James_M Posts: 5,081 ✅ Verified Employee Moderator
edited September 30 in Community Support

We apologize for the continued service interruption. Our priority is on restoring services as quickly and as safely as possible.

Please be assured that our local teams are on the ground, making repairs where it's safe to do so and dependent on the restoration of commercial power to our network.

  • For customers moved to this thread, we moved your post here since your post is related to an interruption related to this weather event. This thread is closed.
  • For credits, please reach out to us (either directly to support, or in a new post) once your service is restored and we will assist in reviewing any applicable credits.
  • For more info please visit our support page on Hurricane Helene, or check back here for updates or additional announcements.

If you have additional questions, please start a new post.

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Comments

  • miresa
    miresa Posts: 2 Spectator
    edited September 30

  • Jaleesa_F
    Jaleesa_F Posts: 490 ✅ Verified Employee Moderator
    edited September 30

    Hello @miresa

    Sorry to hear that you're experiencing an outage of our service. For assistance, please reach out to our SCS team at 1-833-697-7328 for further assistance.

  • Crystalynn
    Crystalynn Posts: 2 Spectator
    edited September 30

    is there an eta on d we hen service will be restored in Pasco County. I’ve tried looking on the website and the app but there is zero info other than we are in an outage.

  • Satch
    Satch Posts: 5,655 Contributor
    edited September 30

    Hello and Welcome,

    Spectrum like all the other vendors who provide utility services, have to get permission in the form of a green light from the gas and electric companies before the techs can go in to begin restoring services. That green light is only given when it is safe for the techs to do their work. In the early stages of the Hurricane recovery efforts the power and gas companies have to work on assessing lines, trees, and structural damage, to begin to restore commercial power first. Than, and only after commercial power comes back, they make sure that there are no downed power lines in the area, than they tell Spectrum they can begin to do their work.

    ETA efforts are contingent on the amount of damage to a particular county and the number of service nodes within a damaged county. Focus is typically on restoring the most severely damaged areas first.

    I would suggest that Spectrum users effected by the hurricane to go to your local electric company's website, and see if they have an ETR (Estimated Time of Repair) for your area. Bookmark that site, than you can have up-to-date conditions about the recovery efforts for your county.

    Satch

  • Crystalynn
    Crystalynn Posts: 2 Spectator
    edited September 30

    I’ve already done all of that and the power has been restored and friends 2 streets over have internet(through spectrum)

  • William_M
    William_M Posts: 1,284 ✅ Verified Employee Moderator
    edited September 30 Answer ✓

    Hi @Crystalynn!

    I was able to locate your account and I was able to confirm there is an outage in your area with no estimate available. The primary cause is commercial power loss in the area. While you may have power in your home, we also need power everywhere we have lines and other infrastructure. As @Satch mentioned you can check the power companies outage map to see for yourself how many power outages they still have and how widespread the problems are. Many of our repairs cannot even start until the power company has finished their repairs and cleared us to work. It's extremely difficult for our technicians to provide any estimates in those conditions, but I can assure you restoring service is our top priority.

  • agnn
    agnn Posts: 1 Spectator
    edited September 30

    We've been without Internet for almost 24 hours and the ETR isn't given. Other businesses down the street have plenty of Wi-Fi. Could we get an actual status and explanation??

  • A1l2t3h4e5a6
    A1l2t3h4e5a6 Posts: 1 Newcomer
    edited September 30

    Ditto, up here in 28540, no messages. You have to go in the app to find out there a issue. One minute I have a modem and no router, blink your eye you have a router but no modem. This sucks

  • 9197treasurelane
    9197treasurelane Posts: 2 Spectator
    edited September 30

    service has been out for 3 days will this be deducted from bill

  • 9197treasurelane
    9197treasurelane Posts: 2 Spectator
    edited September 30

    We have had power back for 2 of the 3 days. That is pitiful for a company to charge for a service they cannot deliver.

  • Phoebegeek
    Phoebegeek Posts: 1 Spectator
    edited September 30

    when is Spectrum going to be honest about the restoration of service in North Carolina? The only communication customers are receiving is a blip on their account homepage that Spectrum “is working on it”. No texts, no emails as there usually are during an outage. No rough estimates of restoration times… if it is going to be days, then be honest and state that. What is the issue causing the delay in restoration in parts of NC that have had power restored for two days now and yet still are without Spectrum service? Why is Spectrum not forthcoming in its communication to its customers?

  • Jaleesa_F
    Jaleesa_F Posts: 490 ✅ Verified Employee Moderator
    edited September 30

    Hello @Phoebegeek

    Welcome to our Community Forums!

    I'm sorry that we're unable to provide an estimated time of resolution. This was an unplanned outage. Unlike a maintenance outage that we have control over, the unfortunate weather event caused damage to fiber optic cables as well as commercial power outages at the location of our infrastructure. Due to the extent of damage, it cannot be determined with certainty when all service will be restored. However, our technicians are currently working diligently to get you all up and running again. My apologies for any inconvenience.

  • LakeLiving
    LakeLiving Posts: 1 Newcomer
    edited September 30

    have the same scenario as above. Power back early Saturday morning but still no internet connection. Searching online seems to point to a data center in Spartanburg, South Carolina. I have no idea if this is true or something that was convenient. It would be nice if there is some transparency to what the real issue is as we are trying to make decisions on what family members move to what house based on power and Internet connectivity. What’s been supplied so far as information does not help.

  • bswell36
    bswell36 Posts: 1 Spectator
    edited September 30

  • Jaleesa_F
    Jaleesa_F Posts: 490 ✅ Verified Employee Moderator
    edited September 30 Answer ✓

    Hello @bswell36

    Welcome to our Community Forums!! Sorry to hear that you're experiencing an outage of our service, I'm happy to look into this for you. I’ve checked the account further here for you and see there is currently a service interruption in the area. We were not provided an estimated time of resolution. However, our engineers are working on resolving that as fast as they can for you. We do appreciate your patience as they continue to work. My apologies for the inconvenience. I can set up the account for a callback to notify you when services have been restored if you'd like.

  • Oahawk
    Oahawk Posts: 2 Spectator
    edited September 30

    I tried reaching out today for some sort of update from spectrum this morning and they literally ended the chat on me and didn't answer any of my questions. The fact that they won't credit this outage is completely outrageous.

  • Oahawk
    Oahawk Posts: 2 Spectator
    edited September 30

    I tried reaching out today for some sort of update from spectrum this morning and they literally ended the chat on me and didn't answer any of my questions. The fact that they aren't even going to credit their customers for this outage is completely outrageous.

  • Relax4itsok
    Relax4itsok Posts: 2 Spectator
    edited September 30

    We never lost power or internet service the day of the storm or afterwards. Until last night spectrum dropped off, no power loss just spectrum. And I'll throw this out as well. Our service reboots itself 3 to 4 times a day and has done so for at least the last 4 or 5 months.

    Apparently from looking at the post and replys spectrum is monitoring these and commenting.

    Stage is yours spectrum!!

  • Dawn6350
    Dawn6350 Posts: 1 Newcomer
    edited September 30

    I didn't know there was unlimited Hotspot during the outage until I came on here.

    That should have been sent out to us. In the past they've texted to let me know the internet was out. But there has been no communication from them. Honestly I wouldn't be near so upset if there was some communication.

    I would go with a different provider, but spectrum is the only reasonable provider in my area.

    JUST COMMUNICATE WITH US. LET US KNOW WHAT'S GOING ON. THIS IS NOT THE WAY TO KEEP CUSTOMERS.

  • Lyn_T
    Lyn_T Posts: 555 ✅ Verified Employee Moderator
    edited September 30

    Good evening @Dawn6350 and Welcome to our Community Forums,

    Thank you for your feedback. We do send out emails and text message when big weather events are happening. I am very sorry that you did not receive one this time. You can find information about our storm preparation at this link. You can check your My Account to make sure you are still set up to receive updates from us. Please let us know if you have any other questions. - Lyn

  • Lyn_T
    Lyn_T Posts: 555 ✅ Verified Employee Moderator
    edited September 30 Answer ✓

    Good evening @cokeefe and Welcome to our Community Forums,

    Thank you for reaching out to us about our services not working at intended. I am very sorry, but we do have a confirmed concern in your area. At this time, we are not being provided an estimate of restoration. We are working to get this restored for you as quickly as possible. -Lyn

This discussion has been closed.

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