Hurricane Sandy Outage Update « Time Warner Cable Untangled

Nov 04 2012

Hurricane Sandy Outage Update

TWC services are being restored to many parts of our service area in New York City and New Jersey. Most of the remaining outages are still caused by a loss of power to our customers’ homes, businesses or to the TWC network nearby. Crews are working day and night to repair damaged cable lines and restore services to all our customers as quickly as possible.

We continue to power some of our key facilities with generators to maintain service. Customers without service can call to report an outage by calling (212) 358-0900 or (718) 358-0900. If you get a message on the phone system that there’s an outage in your area, no other action is necessary. For our TWC Business Class customers, please dial 1-877 227-8711.

We have more than 2,400 employees working on restoration, most in the field repairing downed lines and other damage to our network so we can restore service as quickly as possible.

If you are experiencing a disruption in service that is not covered on the updated outage list below, please either call it in at the number above or email your address to our online care team at twcable.help@twcable.com. Leaving your address and information in the comments section of this post will not work as well – while comments are monitored, they are not always tracked for customer information and people with a connection to a repair team may not see them.

Our online care team is experiencing very heavy traffic, and may not respond to every customer individually – but are collecting all information and affected addresses and regularly updating repair teams.

Here’s the latest update on outages and our restoration efforts.

Staten Island

Persistent power outages continue to impact TWC services for many of our Staten Island customers. We are out in force repairing damage and restoring service whenever power returns to more than 6,000 customers.

Queens

Due to damage at our hub in the Rockaways, more than 14,000 customers in Far Rockaway, Howard Beach, Breezy Point, Lindenwood, South Richmond Hill and South Jamaica are experiencing outages.

A fiber break in Woodside is affecting the following neighborhoods: Woodside, Maspeth, Astoria and Jackson Heights.

TWC is aware of service issues due to loss of power and downed trees in the following areas: Auburndale, Bay Terrace, Bayside, Bellerose, Cambria Heights, Clearview, College Point, Douglaston, Elmont, Floral Park, Flushing, Glen Oaks, Great Neck, Jamaica Estates, Jamaica Hills, Murray Hill, Oakland Gardens, Ozone Park, Richmond Hills, St. Albans and Whitestone. Once power is restored and areas are deemed safe for crews to move in, TWC will fix the damage as quickly as possible.

Manhattan

About 90% of Southern Manhattan (south of 86th Street) customers have had services restored. We’re currently working with building owners to pump out flooded basements in an effort to restore service to individual locations.

Several nodes are affected, impacting customers in the East Village and Greenwich Village north to the Garment District, Korea Town, Tudor City and south to Battery Park City and Bowling Green neighborhoods.

Brooklyn

More than 1,600 customers in Williamsburg are experiencing service issues and we are working to get this resolved as soon as possible.

New Jersey & Mount Vernon, NY

Power outages are still affecting more than 12,000 customers in Bergen County. About 290 customers are affected in Mount Vernon East and parts of Parkside and South Side. We’re bringing back TWC services as soon as the remaining power outages end, and our crews are fixing damage to our network.

Categories: Corporate Social Responsibility, Fact-Checking, In the Community, New York City

182 Comments »

Pin It

Comments for this post are closed.

If you are having trouble or need assistance with your phone, cable, or broadband service, please contact our Online Care Team at twcable.help@twcable.com, or at @twcablehelp on Twitter.

182 Responses to “Hurricane Sandy Outage Update”

Vincent
Nov 07, 2012
at 5:14 am

THE “storm” today will be another excuse for continued outages, or an excuse for complete incompetence. They don’t give an ETA because they’re failures and know they’re incompetent. If they’ll say that they’ll be done in a month, it’ll be bye bye to many consumers and hello to DirecTV
Nelson Alvarez
Nov 07, 2012
at 8:44 am

When is cable service going to be restored at 45 East 25th Street nyc. This building has over a hundred tenants without cable,tv and phone.
Sherena
Nov 07, 2012
at 8:58 am

Re: service outage (KMM3500045I15977L0KM)

Still no cable since the storm began. Now we are expecting another storm and the repairs from the first were never completed.
My neighbor got their service back 2 days ago.
What is going on??
When will we get service back?
At the very least when will anyone contact me to explain what is the status of my outage is and any estimated time that this outage will repaired.
I cannot continue to go to Starbucks day & night to use their wifi nevermind that I cannot watch TV.
Orbs
Nov 07, 2012
at 9:33 am

Jeff: I agree with Linda. Even something as simple as a map or rendering of the affected areas of the outage(s) would help. I have no idea when or if I’ll ever get service restored. It’s been over a week since the storm. They even opened the Holland Tunnel.
E H Solo
Nov 07, 2012
at 9:47 am

Over a week with no service, along with no update on service being restored. I live in Rossville, Staten Island. I have had power over a week without interruption and my Fios installation is next week. So thank you for nothing Time Warner. 10 years with cable and I stubbornly held out on Fios for the last 2 years out of loyalty. It’s gotten me nothing. Thank heavens I have unlimited data on my cell phone.
Eddie
Nov 07, 2012
at 9:58 am

10 days with no cable, Internet, phone in Staten Island (annadale). The TWC store less than 2 miles away has cable but I don’t. Unbelievable. I have been a customer for 8 years and just schd my Fios install on th 20th.
Dave
Nov 07, 2012
at 10:41 am

Ask twc for a credit when service does come on and they will give you one. Hit em in the wallet.
Crystal M.
Nov 07, 2012
at 11:11 am

Can we please get an update or any kind of ETA on when service will resume? I aprreciate that you are taking the time to review and respond to all the questions here, Jeff, but this waiting with no concrete information (specifically a timetable) is getting very frustrating. Thank you.
david Schwartz
Nov 07, 2012
at 12:07 pm

Day 10 still no cable/internet and we aren’t even on the repair list found here http://www.timewarnercable.com/content/dam/residential/pdfs/support/alerts/HurricaneSandyDamageAssessment.pdf

Ditmars and 29th has been without internet since Oct 30th, and not on the to be repaired list. What is going on?
Ditmars and 28th (which didn’t go out until Nov 1st) is on the list though
Please give me a straight answer on what the heck is going on.
Diane D
Nov 07, 2012
at 1:56 pm

I live in Whitestone, NY and have been out of cable TV and internet service since the night of Hurricane Sandy. All downed trees have been removed from my area at least 5-6 days ago and Time Warner cannot even give me an estimation as to when service will be restored. Their website (which I go onto from work in NYC) has a chart of street areas which indicate whether service is restored, in progress or still out. My street area is not even on the chart!! AND, I have not seen any kind of Time Warner truch/vehicle even drving around my area. After a phone call to Time Warner, all I got was “Sorry, we don’t know when your service will be restored.” Sorry, Time Warner, but that is not good enough. Perhaps you need more manpower to go out in the streets and fix the down lines or whatever it is that is holding restoration of service up! You charge too much money for your terrible service.!!!
Peter
Nov 07, 2012
at 2:23 pm

Jeff-We are a new Business Class customer.
our service was to begin at the end of August. It took a full month to have our numbers ported. We did not have telephone service until the end of September. We had service for just over a month and now service has been out since last Monday. Customer service has told us it is a problem with ConEd. Electric was restored by ConEd last week and steam on Monday. They do not seem to have a problem providing their services to the building. Why does TWC and why are you blaming ConED?

I am writing this, while on the phone with your customer service department in order to forward our calls to another number. They have open 2 service tickets in order to do this and I must wait to have this done. They will call me back in later to let me know when (if?) this is done. Huh?

Additionally,our payments for internet service have been applied to our telephone account. I was told by your billing department that I need to provide copies of cancelled checks in order to move the payments from one account to another. This is ludicrous!

How is TWC a service provider when you çan’t provide service?
Down & Out in Staten Island
Nov 07, 2012
at 3:58 pm

After 9 days without TWC tv, phone, or internet, TWC came back on at 1130 am today only to go out again at 330 pm today. The automated message states the usual ‘power outage’ cause that I’ve been listening to for the past 9 days. I just want to state for the record what a garbage company TWC is. You’re just a pile of stinking, filthy garbage that I have to throw out with the rest of the trash. I can’t wait for fIOS. I can’t wait. I never want to deal with this piece of filth TWC ever again.
Louis M
Nov 07, 2012
at 4:10 pm

Day 9, and still no cable services nor internet.
Going to the public library every day…

This is frustriating.
Min
Nov 07, 2012
at 4:14 pm

Going on day 10 wo cable Internet service. Had power back for four days. I think it’s about time you guys admit to the fact you guys do not have the competent ppl out there to fix the problems. You guys should really examine your workforce. Why is it that other companies can fix it but not yours?? Even given the circumstances. And c’mon. Ten days should be long enough to fix the problems in at least one county or borough. Instead you have outages everywhere. Even those areas where there were no power outages.
Mary
Nov 07, 2012
at 4:29 pm

Jeff,

I completely agree with Linda R’s comment. I have spent several hours over the last few days dealing with incompetent and rude customer service agents both on the phone and online. Have you provided an answer to the questions you listed anywhere?
• If my power is on, why is my cable not working?
• Why is my cable working, but my neighbors’ just a few blocks over are fine?
• The cable was fine during the storm, but went out a few days ago and has been out since. Why?
• Will I be compensated for the lost service?
• Why won’t you give us ETAs?

I also plan to switch to Fios as soon as it becomes available as customer service from TWC has consistently proved to be terrible from the moment I became a customer.
steve
Nov 07, 2012
at 8:18 pm

Thanks for the update Jeff…oh wait, there wasn’t any . The 718 line has different people saying the same message. Why can’t they say their is a fiber break and not because power was lost, blah blah blah.Btw, I got 2 calls, one from a Lourdes, called me Monday night to say service should be running in the next 24-48 hrs. Guess what? Nada. With this Noreaster, I doubt things will get fixed faster. Accountability, that’s all we ask.
Stacy
Nov 07, 2012
at 9:52 pm

Thanks for helping us with power stations, at least we have someone looking out for us!
Jen J
Nov 07, 2012
at 9:52 pm

I am in an area where we didn’t lose power due to the hurricane (Inwood), and the cable television functioned really well through the storm and only had picture problems in the aftermath. The television has been showing snow since last night, and when I call I have been told it is due to an outage, but I am given no other information. What has happened? We lost no power. When will it be back up?

Clearly, there are folks in far worse situations than mine, and I am keeping this in perspective, but with a Nor’easterner, a commute, and other factors, I would like to have access to the televised news.
Pavel Pavlyuchuk
Nov 08, 2012
at 9:08 am

My address is 316 west 39th street apt 5w
New York NY, 10018
There is no signal in the cable, it’s probably the cable cord is broken. Please, help to restore the service soon!!
gail rosenberg
Nov 08, 2012
at 9:24 am

Glad to hear that there is an outage in my area. This is understandable since we have had no power, heat or hot water since Oct. 29th. Like the more frequent updates idea; also perhaps you should mention what adjustments are/will be made to our bills. I noticed that my monthly direct billing charge was on my bank statement (posted a week after hurricane)
david Schwartz
Nov 08, 2012
at 9:33 am

Day 11 still no cable/internet, still not on the repair list.
the pole on 28th street and ditmars (which is unrelated to my outage as that outage didn’t start until nov 1st) has been replaced.

Still cannot get a straight answer on when my street, area will be fixed
rjp
Nov 08, 2012
at 10:22 am

i was just told by a customer service rep that he cant give me ANY information about my area. when i asked about why manhattan was not listed on the outage update page he didnt know. this kind of feedback is not good and believe me not worth it for $200/month
James L
Nov 08, 2012
at 10:50 am

Jeff,

I agree with the other posts here: although we all know that the flooding and damage was out of the control of TWC, as opposed to other companies (like ConEd) we have NO INFORMATION FROM YOU. I live on Ave C in the East Village and have been without internet since the storm on Monday, October 29th. It’s now November 8, and despite repeatedly calling Time Warner for updates, there has been no new information. The message just says there is an outage in your area.

How hard can it be to do what Linda R suggests and give people real information so we can plan? I have to say that I am at the point now to go to Verizon. All my friends in the neighborhood with Verizon have their internet back.

I think TWC just doesn’t care.
jim power
Nov 08, 2012
at 11:29 am

Ok..people…when r u getting the service back up…I’ve been with out any cable/internet/phone since last Friday at around 1pm…have not seen any trucks in Astoria..that includes weekends..don;t you work weekends to fix the problems for your customers..

Your response to this breakdown is disgusting.

Your tape message is of no use…there should be no excuses not being able able to “fix” the fiber cable..should not take this long…
Kevin
Nov 08, 2012
at 11:47 am

There’s still no cable service on my street. I live in whitestone on 21st avenue in between murray street and 150 street. Please fix it asap.
Enjoy Nothing
Nov 08, 2012
at 12:18 pm

“All circuits are busy, please try your call again later.”

Sound familiar to anyone?
Jeff Simmermon
Nov 08, 2012
at 1:14 pm

Please see this link: http://www.twcableuntangled.com/2012/11/post-sandy-updated-list-of-known-outages-with-approximate-repair-etas/
Jeff Simmermon
Nov 08, 2012
at 1:15 pm

See here: http://www.twcableuntangled.com/2012/11/post-sandy-updated-list-of-known-outages-with-approximate-repair-etas/
Jeff Simmermon
Nov 08, 2012
at 1:16 pm

Mary – this should be of some help: http://www.twcableuntangled.com/2012/11/post-sandy-updated-list-of-known-outages-with-approximate-repair-etas/
Jeff Simmermon
Nov 08, 2012
at 1:19 pm

Steve, see here: http://www.twcableuntangled.com/2012/11/post-sandy-updated-list-of-known-outages-with-approximate-repair-etas/
Jeff Simmermon
Nov 08, 2012
at 1:20 pm

Crystal, try this: http://www.twcableuntangled.com/2012/11/post-sandy-updated-list-of-known-outages-with-approximate-repair-etas/
Down & Out in Staten Island
Nov 08, 2012
at 2:29 pm

day # 10 and counting… TWC cable, TV, Phone and Internet(Hooray for the bundle package!)went down on 10/30/12. Finally yesterday, 11/7/12 TWC was restored… ONLY to go back down after a few hours. TWC came back on this morning, ONLY to go down AGAIN at 1130 am and has been down ever since….. To be down is one thing, but for TWC to ‘Tease’ me with a glimmer of service, then to rip that glimmer away with NO service again is just cruel. TWC, You are completely incompetent. There is no other excuse. Verizon is up, Con Ed is up, but TWC is down? I’m so jealous and envious of my friends and neighbors who switched to FiOS. I feel like a chump. A big fat chump that stuck with you, TWC, and this is the thanks I get? You are a disgrace of a company. You are a bunch of fools. 10 days of no service. 10 Days? 10 days of being kept in the dark with your stupid automated messages of complete nonsense. 10 days of wondering what the hell is going on. Finally today you posted a list of power outages, AND my street isn’t even on your list ? You’re a disgrace !I hate you TWC !