Did you lose internet access as a result of Hurricane Sandy? I did, but only for short time. Even though dealing with Time Warner has on occasion 1. reduced me to tears, 2. turned me into a monster who yells at customer service people over the phone, I will admit that they’re being very neighborly about Sandy outages. Here are the details, let us know how you fare with this offer:
As service is restored, Time Warner Cable will automatically apply credits for residential customers’ TV, Internet and Home phone services (including applicable equipment) and for business customers’ Business Class services in areas where the vast majority of customers experienced an extended outage. This credit will automatically appear on customers’ statements, labeled “Hurricane Sandy Credit.”
“The effects of Hurricane Sandy on our customers are unprecedented in scope and duration,” said John Quigley, regional VP of operations for Time Warner Cable’s New York City market. “By posting credits automatically to customers’ accounts in the hardest-hit parts of our service area, we hope these affected residents and businesses will have one less call to make as they recover from the storm.”
For customers with individual or localized service interruptions, Time Warner Cable will provide credits on an individual basis. To request appropriate credit after service is restored, residential customers can call (212) 358-0900 or (718) 358-0900, and Business Class customers can call 1-877-227-8711.
Also, Time Warner Cable will waive any fees or penalties for equipment, such as set-top boxes and cable modems, which is lost, damaged or destroyed as a result of the storm. Customers should exchange their damaged equipment at one of our retail locations or give it to a Time Warner Cable service technician during a service call.
For customers who need to relocate temporarily following damage to their home, Time Warner Cable will waive the usual fees associated with installing, transferring or reconnecting service. Time Warner Cable will also waive the fees associated with suspending accounts for customers who need to disconnect their services temporarily to deal with their home situation.
Time Warner Cable is providing regularly updated information on outages at a dedicated web page: www.twc.com/hurricanesandy, with some street-level detail on estimated restoration times.