Updated Aug. 27, 2014 at 2:36 p.m.

Time Warner Cable says Internet service restored after nationwide outage

Published: 2014-08-27 08:00:00
Updated: 2014-08-27 14:36:42

TWC map shows extent of outage at 8 a.m. Wednesday TWC map shows extent of outage at 8 a.m. Wednesday Image 1 of 3 · Next Image…

On The Web

If you are a Time Warner Cable Internet customer and  couldn't get access Wednesday morning, you were far from alone.

Just after 5 a.m., TWC's Internet access went down in parts of the Raleigh area after being sluggish.

But the outage was national.

"We believe service has been restored to all affected customers," Time Warner Cable spokesperson Scott Pryzwansky told WRAL.com just before noon. "We’re still investigating the root cause and cannot give you a definitive number of affected customers."

Two hours earlier., TWC said service was largely restored after a problem that occurred during routine maintenance caused the outage that lasted for hours.

The company is still investigating the cause of the problem, which occurred with its Internet backbone, the paths that local or regional networks connect to in order to carry data long distances.

Some customers also complained about problems with TV and phone service, based on media reports and emails sent to WRAL.

A network map about TWC illustrates where outages have occurred and provides updates.

The company says the problem affected all of its markets and started at 4:30 a.m. and was largely restored by 6 a.m., and updates continue to bring all customers back online.

Tim Farrar, an analyst at TMF Associates said there are major outages of at least one telecom provider every year, although typically they aren't fully national.

"AT&T had a major outage back in April, Comcast had one last October. Verizon Wireless had several national outages on its 4G network back in 2012," he said. "Usually it is related to bugs in new technology, and occasionally to routine maintenance where someone did something wrong."

TWC first noted problems via Twitter shortly after 4 a.m.

Soon, customers were calling and millions began tweeting.

To provide updates, TWC resorted to Twitter as well.

“We’re working to restore services to all areas as quickly as possible; no ETR," TWC tweeted.

"Tweets will be delayed while this is addressed.”

ETR means "estimated time of return."

The company said a problem that occurred during routine maintenance caused the nationwide outage.

TWC, which is being acquired by rival cable company Comcast, has about 11.4 million high-speed Internet subscribers nationwide.

On Tuesday, the Federal Communications Commission said Time Warner Cable, based in New York, would pay $1.1 million to resolve outage reporting violations.

A network outage map shows areas affected include:

  • North Carolina
  • Los Angeles
  • Pennsylvania
  • New York/New England
  • San Antonio 
  • Dallas

The company has a major tech support center in Morrisville.

How Were You Affected?

We'd like to hear from TWC customers. Tell us how you are affected:

  • Without Internet?
  • Without cable?
  • Without phone?
  • All the above?
  • For how long?

Send email to rsmith@wral.com 



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FYI, credit for one day outage is $1.38. SMH. . .
So is it a DDOS attack or did TW really screw it up themselves during "routine" maintenance? I would guess the latter.
I absolutely cannot stand TWC and if they were my only choice for tv/internet I would have neither I think. I used to be a TWC customer here in Raleigh and dropped them years ago after incessant price raising and declining customer service-declining I might add to NONE..... They should absolutely compensate the customers but I wouldn't hold my breath.
Frankly, I have to say that TWC Internet service has been terrible for quite some time now. I pay for premium service and it's response is just abysmal. I noticed that early this morning it wasn't working. But I thought, "Well, that's par for the course". It seems to be up now. The sad thing is that TWC successfully lobbied our state legislators to prevent municipalities from offering free internet. Then they drove the smaller local internet service providers out of business. We now see the results of their supreme dominance in the triangle as Time Warner has no desire to provide better service. I can't wait until Google Fiber gets here!
This looks to be a DDoS attack on Time Warner. https://twitter.com/ElvinW_/status/504630088626106369/photo/1
Worst company of all time. They were built on the backs of the very customers they now screw over on a daily basis. Nothing could be better than everyone shifting away from Time Warner and them losing billions!!!! They deserve it!
I agree with the first comment. Our internet service has been spotty all week. When I woke up at 5:30 it was completely out. How about some compensation for the service that we are paying for, but not receiving???
I'm an early riser, and when I got up at 3:00am I had no connection. Unless my problem was unrelated, I feel that this problem started earlier than they stated. I'm seriously fed up with TWC and their lack of service, and wish I could switch. Unfortunately switching would mean going to Frontier, which costs more for similar speeds. I'm hoping the upcoming NCNGN will open up more choices for me.
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