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Why wasn't I notified about an outage?
Last night the TV, phone and Internet went out for about 20 minutes. I usually get a notification by email when this happens, but I didn't this time. I checked my account and the proper info is in my Notifications.
Best Answer
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Hello @deedleann824;
I reviewed your account and there was not a declared issue that affected you. The notification will only be sent out if an issue is declared. The modem did not register any significant downtime last night. I am not showing any history of cable signal problems. If you continue to see the service go down then please reach back out to us so we can investigate the issue further.
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Answers
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Since the update to the app happened, I also stopped getting outage email notifications too.
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When service was restored, I called and the recorded message didn't even seem aware there had been a service interruption. The TV was absolutely black and no audio, no phone and the router light was slowly blinking red. The modem lights were:
Power - steady blue
Online - alternately blinking blue and white
Voice - no light
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How long would a "significant" downtime last?
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Our monitoring tool will only show offline periods where it has been over 5 minutes. Time periods below that will not show in the reporting but shorter periods will usually register errors on the modem. I am not seeing either of those at this time. There can be other problems that can occur when the equipment does not go offline but your service does not work correctly. If it happens again then reach back out and we can check for other potential problems.
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It occurred on Wednesday morning around 12:30 am and lasted about 20 minutes.
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Your modem did not register downtime during that period. There can be multiple things that can occur to have the service not work but the modem is not offline with our network. If it goes down again then you can reach out to us and we can check the status of the modem at that time.
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The TV was out, also.
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I do apologize. I am now seeing that there was a brief period that the modem was down. There was also a brief issue that was identified but it was resolved before any notifications were sent out. Issues that are resolved quickly will not get a notification sent out.
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Thank you for that information. I thought it might be a firmware update.
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You're welcome.
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