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Outage lasting days - can't get details as to issue

EJHonda
EJHonda Posts: 1 Rookie
in Community Support

My father-in-law's Spectrum service (12211 ZIP) has been out for the last 3 days or so. This is very unusual for his area, but we can't get information as to what is the problem and if there is a solution in sight. What's most concerning is that he is reliant on his home phone service through Spectrum, and being without phone service is a definite risk to him given his health. When we called Spectrum support, the rep we spoke to wasn't even aware there was an outage in his service area. I know Spectrum is aware, as we saw a neighbor out talking to a Spectrum service tech in his van that was on the street. Logging into the website to check outages has given us restoration windows of a few hours each time, only to be followed by no service and a new window. Today's check doesn't even show a restoration time given. I'm hoping Spectrum still gives service credit for outage as it's been over 48 hours without service for either phone or TV.

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  • Unknown
    Unknown
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  • William_M
    William_M Posts: 1,681 ✅ Verified Employee Moderator

    Hi @EJHonda, welcome to our community! I'm sorry about your father-in-law's service, I understand how important it is for him to stay connected. I want to make sure I'm looking at his account and not yours, is he on S*****d Rd? If not we'll need to send you a private message to get his information.

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