Time Warner Cable is working to address system-wide issues impacting TV, internet and phone service across New York City and, according to the company, "surrounding areas."
TWC confirmed the service issues around 3:20 p.m. The company has yet to respond to our request for comment on the full scope of the outages, or what may have caused them. We will update with any additional information. [See below for update.]
To refresh, this is not the first time this has happened.
@HarlemWriter There is also an issue in NYC which may be impacting your services. It was identified in the last 10 minutes. ^JM
— TWC Help (@TWC_Help) May 9, 2016
Down Detector, an independent service-interruption tracker that documents complaints by service provider, is showing 2,179 unique social media complaints as of 3:50 this afternoon. The site's graphing function shows a significant spike in complaints within the last hour.
NYC customers, we are aware of issues concerning all services. Techs are investigating. Services will be restored as soon as possible. ^MR
— TWC Help (@TWC_Help) May 9, 2016
In the meantime, complaints are pouring in from businesses, hospitals, freelancers and frustrated would-be HBO streamers, from Harlem to Dutchess County.
@TWC_Help None of my 3 services are working. I get busy signal from cust serv from home/cell. When will midtown NYC be back up? Credits??
— Scott Plik (@NYCPlik1) May 9, 2016
— Brad Reason (@BradReason) May 9, 2016
— Lynda Engstrom (@engstromstudios) May 9, 2016
Anyone else around UWS/Harlem having issues w/ Time Warner Cable service? Just trying to see if my outage is a neighborhood-wide issue.
— Tomris Laffly (@TomiLaffly) May 9, 2016
@TWC_Help my business can't process credit cards or take phone calls. Thanks.
— Darkside Records (@DarksideRecordz) May 9, 2016
— Matt McNeill, MD (@mattmc0714) May 9, 2016
— Kara Mahaney (@karabearuh) May 9, 2016
— Nafissa Assed (@thisisnafissa) May 9, 2016
@TWC_Help - IT'S NOT JUST NYC-IT'S HUDSON VALLEY AREA NEAR MIDDLETOWN. PHONES & TV R OUT. YOUR PH # IS DEAD. YOUR WEBSITE CAN'T BE ACCESSED.
— ✪ A E ✪ (@AuthorAE) May 9, 2016
@TWC no phones, no cable, no Internet here in Dutchess County. I am a doctor. This is tough.
— Solomon Chiropractic (@drsol) May 9, 2016
For our NYC viewers affected by the TWC outage - you can stream NY1 live with no login required here: https://t.co/1DyiM9mGib
— NY1 News (@NY1) May 9, 2016
For those using their smartphones to access Twitter (or who are stealing a neighbor’s FIOS WiFi), the TWC Help Twitter account is extremely active at the moment. The company recently tweeted out that, "Local management and technicians are attempting to correct the issue in NYC at this time. Unfortunately, we [have] not be provided with an ETA to correct this issue."
We'll keep you updated. In the meantime, some advice:
@TWC You should probably stop touting how awesome your service is in the middle of a massive service outage in a major market. Just sayin'.
— Joe Frank (@darthpepsi) May 9, 2016
[UPDATE 10:00 p.m.:] Today's wide-spread service outages were the result of fiber cuts at one of TWC's network providers, according to TWC spokesman Eric Mangan. Service was restored to NYC customers as of 8:45 p.m. on Monday.
"Multiple fiber cuts at one of our network providers are affecting TWC phone and some TV services in the New York City area," Mangan confirmed around 5:00 p.m. "We are in continual contact with the provider on its repairs and we have restored additional TV networks through our own facilities. We sincerely apologize for any inconvenience this situation has caused our customers."