04-16-2017 08:56 AM
I want to thank all that were involved in asssiitng in a recent outage at my father's house on April 14, 2017. My father,who is 93, lives alone with a caregiver and his only connection to the outside world is the internent, cable and phone service provided by TWC (Now Spectrum). He has an alarm systme serviced through his phone service and we have cameras set up so my sister and I can monitor him during the day and night to assure his safety. His service went out around 4:00 on the 14th. We were notified about 8:00PM that around 4:00 everything went off. I imediatlety called the Spectrum help line. Initially they told me they could get if fixed within 24 hrs. I disucssed with two people the importance of trying to help him sooner rather than later. I received a callback from a dispatcher at 8:30 or so that they were sending someone over there right away to fix the problem. I met the repiar specialist and answered his questions and showed him where the connection to the house was. Long story short everything was back up and running by 9:15PM. WOW.. My sister and I really appreciate the effort the whole Spectrum team put in to help my dad. We usually only hear the bad things, but I felt that this was important to let people know that Spectrum does try to help and they really stepped up and did the right thing! Happy Easter to all!
04-16-2017 09:00 AM
We are very glad to hear we were able to get your Fathers service back up and running!
I would like to pass your kudos along to those that worked with you. If you will contact
us directly at Forums_Help with your fathers information we can get that done!
We appreciate your joining us here to share your experience!
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums
04-16-2017 09:26 AM - last edited on 04-16-2017 09:54 AM by Julia_R
To get feedback where it needs to go, that info (like an address or acct #) would be ideal
Thanks for saying thank you!
04-16-2017 11:33 AM
A good Spectrum story appears on a forum! This is very cool! Thank you for sharing.
04-16-2017 03:53 PM
In my local area, our dispatch sends out a few medical must-do troublecalls a week. What's most remarkable in this case is the customer writing a thank you. I view that as an exceeds expecations. Wish it was easier to send back compliment feedback than criticism (the system is setup for sending back negative feedback much easier).