 RombusPremium
join:2007-04-11
Columbus, OH | reply to berealistic
Re: [TWC] Emails from TWC Let me attempt to clear up some misconceptions:
a. jfirstenberg, what you had was not considered an "outage" to TWC. To be a true outage, it needs to affect a certain amount of people (actual numbers vary depending on division).
b. There is a network status page for RR: »help.rr.com/HMSLogic/network_status.aspx Some of the entries may be dated depending on your division, but its a good place to look to see if there is an issue in more than just your house. Emailing every customer every time something happens is just not practical/possible in some cases. Even less possible is calling them
c. If its truly an "outage" the CSRs should be aware. Granted, if its in the first stages of an outage, the communications may not have reached them yet.
d. Most events that are "Outages" (Node outage, fiber cut, etc) are known about the moment they happen. And repairs happen as fast as possible.
e. The cable boxes DO communicate back to the network, and techs are able to spot problems in nodes before it affects customers. Having the box automatically setup service calls for customers again is just not practical. How will the box know when the best time to setup a call is? Further, Alot of people have degraded service on a box, but just dont care and dont want it fixed because it "works" to them. |
