Post-Sandy: Updated List of Known Outages with Approximate Repair ETAs

Nov 08 2012

Post-Sandy: Updated List of Known Outages with Approximate Repair ETAs

We now have updated street-level information on many TWC outages in most New York City boroughs. However, we are still working on adding Manhattan to this list. As soon as I have information for Manhattan, I’ll update this post.

This update includes cross-street information, neighborhood, the cause of the outage and our estimated date of restoration. Many of these dates correlate to power companies’ estimated restoration of electricity to an area.

If you are experiencing a loss of services and do not see your address/intersection on these lists, please either call 800-TWCABLE or e-mail your address and a description of the problem to our online care team at twcable.help@twcable.com. Call centers and our online call team are both experiencing very heavy volume right now.

You may not receive an individual email from our team, but they are aggregating all customer addresses and sharing with repair teams. While the online care team occasionally browses the comments on this blog, leaving your address and a problem description is going to be comparatively ineffective.

Our crews are continuing to work nonstop to repair downed cable lines and affected nodes to customers who were affected by Hurricane Sandy.

Power outages throughout the NYC/NJ area are still the cause of many service outages.

If you see a downed cable line in your area, please call (212) 358-0900 or (718) 358-0900 to report this information. Time Warner Cable Business Class Customers should call (877)-227-8711.

We are still sending out multiple vehicles with mobile charging stations and free WiFi access points to help New Yorkers stay connected.

Local residents are welcome to charge devices like smartphones and laptops and access a 4G WiFi connection. In addition, we are offering use of laptops, phones and iPads at the mobile stations and handing out supplies such as trash bags, gloves and dust masks. New Yorkers should follow @TWCable_NYC on Twitter for updates on vehicle locations.

TWC retail store locations in Staten Island and in Queens Center Mall welcome anyone to enter and recharge their devices.

Thank you for your continued patience and understanding as we work to restore your TWC services.

Categories: Fact-Checking, In the Community, New York City, Northeast, What's New

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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.

53 Responses to “Post-Sandy: Updated List of Known Outages with Approximate Repair ETAs”

Jay
Nov 19, 2012
at 11:20 am

12 days without internet, that outage ETA sheet is just a smokebomb to make customers feel better, i live on the chelsea st. and somerset rd. block in Utopia queens, it sais it’s supposed to be fixed before 11/18, i haven’t seen 1 time warner truck for the entire week. and it says it’s caused by a down pole, the pole had been back up for like 2 weeks already. called the customer service daily, just like every TWC customer said, those support guys had no clue what’s going on, told me that they don’t have an update and not sure what was wrong with it.

guys, if you can switch to other service providers, do it now, don’t need the fios, even verizon dsl is better than this, at least their customer service is better. Seriously, with all the angry customers on TWC’s blog, twitter and facebook page, they still don’t seem to care
Jeff Simmermon
Nov 19, 2012
at 5:48 pm

I wouldn’t call it a smokebomb, but you do have a point. However – the E in ETA stands for “estimate.”

This is a case of damned-if-you-do, damnded-if-you-don’t. If we don’t put up ETAs because we’re worried that the dates will slip and customers will be angry, we’re accused of hiding information. We put up an ETA and the dates slip, and people get mad.
TWCableJim
Nov 20, 2012
at 8:24 pm

Customers still experiencing extended issues with service can email twcable.help@twcable.com for further investigation.