Didn't find what you were looking for?


We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.

2 outages in my area in less than 12 hours and more

KimG
KimG Posts: 2 Novice
in Managing and Using your Spectrum Account

We moved here in March. In 4 months, wev'e had 5 or 6 outages. Signed up for text notifications multiple times and never get one. The chat bot is useless. Says it's severe weather. It is not raining, windy, or anything else counting as severe weather. No trucks are in my neighborhood and there are 2 points of service on my street alone! Im in Wilmington,NC a few miles from Carolina beach. Anyone else nearby with same problem? Going to try to find another carrier out here tmw! Enough already

Tagged:

Answers

  • Melissa_G
    Melissa_G Posts: 381 ✅ Verified Employee Moderator
    edited August 6

    Good evening. We're very sorry for any service impacting issues that you've experienced. I was able to verify that a service interruption was identified for your area as of 8:15pm last night, 8/5. We have not been provided with information regarding an estimated time when services are expected to be restored. I've submitted your account information for our credit enrollment process. Once your service(s) are restored, the system will review your account, calculate the credit and automatically apply it to your account. You will receive two separate notifications. The first one is to confirm your enrollment, which you'll receive soon. The second one will come after the issue is cleared, letting you know the adjustment was applied. If an interruption is resolved in 90 minutes or less, you will receive a notification that your account did not qualify for the credit. To ensure that you're receiving notifications regarding this as well as any future service events, please log into your account via the online account management tool. Under the settings section of your account, click on notifications. Scroll to the bottom of the page and you will see:
    Manage how you receive important service-related messages like appointment reminders and outage alerts. Notifications sent outside of the hours 9am-9pm are delivered only by text or email

  • KimG
    KimG Posts: 2 Novice

    Thanks for responding, but if the policy is to issue credits someone needs to check all the outages that have already occurred. Last weekend there was a 22 hr outage, yesterday morning a 4 hr outage, last night a 9 hr outage, and many more before that. There's no reason this keeps happening while spectrum keeps sending me requests to upgrade and buy a new product. If you can't handle what we have now, no way am I going to "upgrade"!

  • Unknown
    Unknown
    edited August 6
    This content has been removed.

Categories