Hopefully folks in the Carolinas know that they have to call in outage reports, especially if they want a credit off their monthly bill. Spectrum doesn't know from their end when a customer's internet or TV is not working. They haven't learned to include their ZIP code when they post a problem here for the forum to resolve.
Hopefully folks in the Carolina's know that they have to call in outage reports, especially if they want a credit off their monthly bill. Spectrum doesn't know from their end when a customer's Internet or TV is not working. They haven't learned to include their ZIP code when they post a problem here for the forum to resolve.
Thank you for this!
Customers MUST call in to report outages. (Or use Spectrum Social Media Feedback.) If six or more people call from the same area, automatic dispatch will be activated and the problem will be noted on voicemail. Users need to indicate a description of the affected service(s), their city, state, and zip when reporting about an outage. Only include account information if request by Spectrum in a Private Message. Don't just assume that Spectrum automatically knows, about an outage if not reported by Spectrum on voicemail or social media. The same guidelines apply for reporting issues via this forum, chat, phone, Facebook, or Twitter.
Billing credits are ONLY issued by request and that is assumed that the services in question are out for at least 24 hours. Users will need to wait ten business days for credits to be applied to their bills.
Well if my power is out for, say a week, can Spectrum claim, “If you have a generator, then you could have made use of your Soectrum service” and deny my credit?
If you don’t have a generator, how do you really know?
Anyone gone down this path?
Are you implying that during a wide-area power outage Spectrum would have their own independent AC power source at every place where they have electronics, just to keep their gear running? Not a good assumption in my neighborhood during the last two severe winter storms! We often have commercial power restored for almost an hour before the cable system comes back on line for TV and internet. That's why plugging your cable modem, networking gear, computer, TV, and its set-top box into a UPS provides little if any benefit.
Just wish they would acknowledge when you are reporting actual loss of signal from their end... especially when you have actually VERIFIED it.
Can be so frustrating sometimes. I know they have a script, and there is a checklist they have to verify--that whole CYA thing. But... sometimes we are feeding them the info they need to escalate things.
Had an incident tonight, where all the indicators were there for loss of signal upstream. Stepped through the event log with them, even pulled a spectral on it and NOTHING was getting above the noise floor. It all happened right after a run of the power cutting in and out in short spurts (crazy weather... high winds, lights flickering, etc.) .... Finally hopped off that hamster wheel of futility trying to be the first in the area to report the outage and the helpdesk just wanting to read me the scripts and schedule a tech to check the lines in the house. I pulled out my Holland amp and set up the Mohu in the utility room, ran channel scans on two TV's (Internet/Stream customer... no broadcast tier). Signal returned and internet was going strong again (@ 10db downstream, @ 40db upstream... typical levels). Pegged just shy of 120/12 on a speedtest.
So... apparently, there WAS something off somewhere upstream after all.
They need to empower their helpdesk to be able to listen to what their customers are telling them and escalate a call to a higher tier straight away when warranted. We USED to get that with TWC. Had many a good back and forth several times with T3 cleaning up various issues over the years (was in the Beta phase of our rollout in the 90's... 1.5mbit plans on Toshiba's... and that was FAST for us back then. LOL). No.. I never worked in a NOC, but I have worked with admins often enough to pick up a few clues here and there to provide them info they could go ahead and run up the flag pole to bypass some unnecessary jumping through hoops stuff.
At the very least... they should provide the option to just report an outage--like we do with the power company. Call it in, report the outage, get off the line. They get enough reports for a neighborhood, it triggers policy to investigate from their end. If after a while service doesn't recover, we can call it in again... and probably by then the system will actually tell us an outage has been reported like normal. If not... THEN we can proceed with the tech visits and such.