Feb 16, 2016

Sorry for Yesterday’s Video Interruption

We know many people were at home on Monday for the Presidents’ Day holiday when we experienced a video outage that may have interrupted their television viewing. 

This issue started around 10:20 am EST and lasted about 90 minutes for most people. During this time, we also were experiencing high call volume and apologize to customers who weren’t able to reach us by phone.

Unfortunately, we did not live up to expectations around 100% reliability with your TV service.  We’re sorry for that, and we will be crediting customers.  Just reach out to us, and let us know you were impacted, and we’ll credit you, no questions asked. 

While most of our customers were still able to use the Internet, their phone service, On Demand and most broadcast and local channels, many were temporarily unable to watch some other cable networks.

Here’s what happened.  As soon as we realized people were having issues our technical teams immediately began troubleshooting and found this was the result of a configuration error in a network device that supports our live video network.  Our national video infrastructure is fully redundant, and our back-up systems normally operate successfully when unexpected issues happen.  This specific issue caused national cable channels to reroute, which resulted in a service interruption. 

We know exactly what went wrong and have fixed the issue and put in place technical measures to make sure that this doesn’t happen again.

Tags : Customer Experience, Customer Service, Service Outage

 
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